We booked three tickets in July/August to fly in December to Denver (via Atlanta), USA and simply wanted to change the connecting flight from Atlanta to Denver to the next day based on the passengers' poor health and the length of the flight (husband and wife, respective ages 65 and 67). Their doctor wrote a motivational letter to the airline to explain why they wanted to change the flight and the staff fobbed this off even though they initially indicated that this would be seriously considered. The passengers were quoted a penalty at a cost of R7000 (which they were willing to pay) to change the flights. They were subsequently told that they would have to cancel the flight and book new flights at a much more expensive rate (counteracting booking the flights early) if they can even get a flight now. No refund was requested or unreasonable demands were made by the travelers. The staff were inefficient in turnaround time and were not accommodating. This could be a life or death situation.
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