My daughter (14 years old) went with friends to Hartenbos. She would return home 2 weeks later but had to fly back to OR Tambo in Johannesburg. I was told to book a flight from PE to OR Tambo Johannesburg. While she was away the people she was on holiday with phoned me and said that they made a calculation mistake and that PE was a 4 hours drive from Hartenbos and that they booked her a new ticket on SAA from George to JHB. I phoned the call centre and while holding there was an option for refunds but when you choose that option you dont get through to anybody. I eventually phoned the call centre again and chose the option to change a booking.
I requested the person to cancel the reservation and was told that it was not refundable - which I did read in the terms and conditions - but I would've changed the reservation IF Mango Airlines flew from George to JHB - but there was no option and I had no other choice than to book a new flight from George to JHB with SAA.
My argument is = if the terms and condition say no refund - why is it an option when you phone? Isn't this informing customers that refunds is an option?