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Daniel C

1 reviews | Active since Jan 2015

26 Jul 2024, 08:14

Disgusted at lack of service

My brother booked with Travelwings from Johannesburg to London in May. Due to accommodation changes in London he requested his booking be changed to another date. He was informed of a penalty applicable and wrote an email to them. Failing to get any reply he booked with another Airline fearing he may have trouble with Rwandair not coming back to him. I on his behalf then started to get a refund on his ticket. I called the helpdesk number on the ticket and was told there is no refund on the ticket. He was not told the ticket was not refundable and nowhere on the booking correspondence is there any mention of the ticket being refundable. I called Rwandair office in Kempton Park who gave me the email address (***) I sent them an email stating that this was not acceptable at all but all I get back is notifications that the recipients mailbox if full. I repeat this kind of business is not acceptable at all and demand a refund. Ref. No. TWBR-F671643.

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Replies (2)
Travelwings.com
Travelwings.com's reply26 Jul 2024, 10:28
Official
Dear Daniel,  We sincerely apologize for the inconvenience and frustration you and your brother have experienced with your booking (Reference No. TWBR-F671643). We understand how important it is for travel arrangements to be flexible and transparent.
As per our records, one of our agents had informed your brother about the non-refundable nature of the ticket at the time of the change request. Additionally, it is crucial to note that the non-refundable policy is in accordance with the airline's regulations, which we are required to adhere to.
We regret any communication breakdown or delay in response from our end. We assure you that we strive to provide clear and prompt information to all our customers. If there was any misunderstanding or miscommunication, we truly apologize for that. 
DC
Daniel C's update26 Jul 2024, 11:41
Reviewer Update
In response to your reply my brother assures me he was not told of any cancellation fees as his request was initially to change his booking only. His decision to cancel only happened after there was no reply to his email. Looking at the terms set out on the booking confirmation it states as follows. Any cancellation/refund of booking will be handled from case to case basis depending on the terms and conditions. Where are the terms and conditions? Why does it not state clearly that this particular ticket is not refundable?? Your reply is not acceptable.