Bad service and unprofessional conduct from Melissa Baggott of Air Agents

My name is Nomusa Sibanda and oh What a terrible experience I've had with AirAgents @Airagents #airagents. Putting my family including my children of 21, 17, 11 and 5 years old lives at risk.

I made a holiday booking online via Bookings.com and on the 26th of February 2021 for 24th to 26th September 2021 at Deja Blue. I received a WhatsApp message from Melissa Baggott from Air Agents on cell phone number +27745874566 confirming that I have booked deja Blue via Bookings.com but they don't accept the credit card payment I made. I must pay 50% of the invoice amount into FNB account number 62704574450.

I paid the amount and sent the proof of payment via WhatsApp.

On the 27th February 2021 she confirmed receipt and said Accounts will allocate the funds. On the 12th of September I tried calling her on the above cell phone number and she didn't respond. I then sent her a WhatsApp message to enquire about the details of my booking, if everything was ready, she didn't respond. I send her another message on the 14th September to find out if everything was still in order regarding my reservation. She didn't respond yet again.

On the 17th September 2021 she sent me a WhatsApp message from a different cell phone number 0820680657 requesting the final payment and that they are looking forward to welcome me to Cape Town. I paid the final amount and sent her proof of payment on the 18th of September and I told to please confirm that my booking was for Durban and not Cape Town.

She responded on the 19th and said said that's their template and that my booking is for Durban. She apologized for the error.

On the 23rd I received a link to confirm the number of guests.

On the 24th September at 17:00 I called the +27872381796 their 24/7 office number and it says it does not exist. I sent her a WhatsApp message on the 0820680657 asking for location and she didn't respond either. I then called the number and she said she'll send me the contact details for Bolinka who will check me in. I called Bolinka and told me the place was not ready. They were still fixing the bathroom. She said she'll talk to Melissa and they will make other arrangements.

I called Melissa and she switched her data off and I called her and she didn't take my calls. I started getting worried because I left Johannesburg and when I got to Durban, it seemed I didn't have a place to stay for my family.

Bolinka said I shouldn't worry, they are trying to sort out another place for us to sleep. We drove around Durban and eventually decided to park next to a Caltex Filling Station. As it was getting late, I asked my husband to go buy some food for the evening and I stayed in the car with the kids (17,11 and 5 year old). It was stuffy and we opened the windows to get some fresh air.

At 17:39 Melissa send me a link for Island Hotel and asked if I'm okay with it. I told her I'm taking it, it's not like I have any other alternative. She said she was finalizing the booking. I called her and she didn't answer. I sent her a request for the location and she didn't respond.

At 18:24 I sent her a message telling her that she we are parked on the streets and it's getting darker and unsafe.

At 18:45 some guys grabbed my daughter's phone through the window. Me and the kids were shaken and my husband was gone to buy food. I called Melissa and told her of the incident and she told me that all the places were fully booked and there was nothing. She's doing all she can to get me a place. I offered to go to the nearby building and find out if we can have accommodations. They were fully booked.

At 19:31 Melissa said she found me a place to stay in Richards Bay. I asked her if she knew the distance from Durban to Richards Bay. She said it's one hour drive. She wanted me and my family to go sleep in Richards Bay for a Durban holiday. She insisted that I take that accommodation because all the other places are fully booked. At 19:36 she sent me contact numbers for Richards Bay Road Lodge for me to go there. She said they will call me with details and that I must pay when I get there and she will refund me the following day. I told her I'm not going to Richards Bay.

Tumi from the Road Lodge called me telling me that a lady who was so rude insists on her booking accommodation for me and she hang up on them while she was still speaking to her. I told Tumi that I was not going to Richards Bay and that they should not accept any payment for that booking.

Melissa was screaming that I should take the Richards Bay booking. I told her she must stop making this my fault. I secured my booking in February, I asked her about my booking on the and now in September she didn't even enquire to ensure that the place was ready.

At around 20:05 a convoy of Police Cars started gathering around us wanting to know why are we parking there for so long, so late. It was really scary. The kids were crying, now we didn't know what to do. Melissa called and we gave the Police the phone and they were shocked that she wants us to drive to Richards Bay at that time (200km from Durban)

I then sent a message to Bolinka to ask her if we can just sleep in that place, they will fix the bathroom the following day. She said the place was not in a condition to stay in (no bathroom and water)

Melissa and whoever she was with, didn't care what was happening to me and my family, even though I did my booking so long ago, to avoid such inconvenience.

I told her how does she expect me to get an accommodation and pay for it while she has my money for the accommodation.

Bolinka offered to refund me the money so I can look for an accommodation.

The horrible experience I've had from Air Agents. Stay away from Air Agents, their service is horrible and they are heartless. They didn't care what was going to happen to my family after we've left the comfort of our home in Gauteng.

They then canceled my booking and said the reason is Non-payment. Really? They didn't call to find out if we were safe after their mess-up. You can reach me at Ntombikayise.sibanda@gmail.com