My complaint:
Due to travel restrictions in South Africa, I wasn’t able to make my flight back home to Canada after my mother’s passing. I cancelled the flight prior to it’s departure proceeded to book another in hopes of making this flight.
After trying a second time and not being able to board, I proceeded to cancel this flight as well before it’s departure.
When paying for these respective tickets, we took out the additional cover that would enable us to seek a refund would we not be able to make the flights due to covid.
We went online and up until now, have submitted numerous customer web forms in order to just get the refund process started , yet nothing has been updated and no one is getting back to us. All we receive are system generated emails referring us back to the stupid web pages that no one seems to mind at all.
At this stage we feel that all emails Correspondence are being sent into a black hole we fear we won’t ever see the money paid for those tickets.
Suggested solution:
Have their customer service do some customer service process our refunds!!!!!
