First Group
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Sorna
1 reviews | Active since Member
12 Feb 2026, 07:47
I am a pensioner living in Jhb
I am a pensioner living in Jhb. I booked a holiday at a resort in Margate. Morning of 19.1.26 I was in Pmb on my way to fill petrol and travel to Margate. The petrol pump broke on the road. I called the agency and told them that I need to defer my holiday as the vehicle was in for repairs. I requested that the holiday be deferred due to the unforeseen circumstances. The manager at the agency told me that the payment is forfeited. I stated that point 3 in the guest certificate clearly states that "In the event of an unforeseen circumstance cancelation will be considered at the discretion of the company." On 2.2.26, I wrote to the agency outlying my entire case. I have not received a written reply. I called and sent emails with no success. My request was not to forfeit my payment and arrange another holiday. Email address of the agency is: Minivac@firstgroup-sa.co.za
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Replies (224)First Group's replyOfficial
13 Feb 2026, 07:45Hi Sorna, we’re sorry to hear about your experience. We’d love the opportunity to assist—please DM us with more details so we can look into this for you. Regards, Moesha Narasiah
Best regards,
First Group's reply13 Feb 2026, 07:45
Official
Hi Sorna, we’re sorry to hear about your experience. We’d love the opportunity to assist—please DM us with more details so we can look into this for you. Regards, Moesha Narasiah
Best regards,
S
Sorna's updateReviewer Update
13 Feb 2026, 08:20I sent an email to your private email address with all the previous emails and correspondence. I raised my dissatisfaction on 25.1.2026 and 3 weeks have passed without receiving a response. I urgently await your reply.
S
Sorna's update13 Feb 2026, 08:20
Reviewer Update
I sent an email to your private email address with all the previous emails and correspondence. I raised my dissatisfaction on 25.1.2026 and 3 weeks have passed without receiving a response. I urgently await your reply.
S
Sorna's updateReviewer Update
13 Feb 2026, 13:19The response that you sent to me today is not acceptable and did not address the "unforeseen circumstances" clause as specified in the guest certificate. My agreement is as specified in the guest certificate. You have not specified what the unforeseen circumstances are and your defence is very weak. You still harp on the point that the booking cannot be cancelled and non-arrival will result in full forfeiture.
Why have a subsequent clause stating: 3. In the event of an unforeseen circumstance, cancellation will be considered at the discretion of the company."
First Group has app**** no discretion and is more concerned on the money aspect rather than looking at the clients plight. I worked for an international financial company and without any doubt or hesitation, our clients came first.
I had hoped that this issue would be resolved amicably which is not the case, therefore I have pursued this further with the relevant authorities.
Why have a subsequent clause stating: 3. In the event of an unforeseen circumstance, cancellation will be considered at the discretion of the company."
First Group has app**** no discretion and is more concerned on the money aspect rather than looking at the clients plight. I worked for an international financial company and without any doubt or hesitation, our clients came first.
I had hoped that this issue would be resolved amicably which is not the case, therefore I have pursued this further with the relevant authorities.
S
Sorna's update13 Feb 2026, 13:19
Reviewer Update
The response that you sent to me today is not acceptable and did not address the "unforeseen circumstances" clause as specified in the guest certificate. My agreement is as specified in the guest certificate. You have not specified what the unforeseen circumstances are and your defence is very weak. You still harp on the point that the booking cannot be cancelled and non-arrival will result in full forfeiture.
Why have a subsequent clause stating: 3. In the event of an unforeseen circumstance, cancellation will be considered at the discretion of the company."
First Group has app**** no discretion and is more concerned on the money aspect rather than looking at the clients plight. I worked for an international financial company and without any doubt or hesitation, our clients came first.
I had hoped that this issue would be resolved amicably which is not the case, therefore I have pursued this further with the relevant authorities.
Why have a subsequent clause stating: 3. In the event of an unforeseen circumstance, cancellation will be considered at the discretion of the company."
First Group has app**** no discretion and is more concerned on the money aspect rather than looking at the clients plight. I worked for an international financial company and without any doubt or hesitation, our clients came first.
I had hoped that this issue would be resolved amicably which is not the case, therefore I have pursued this further with the relevant authorities.
First Group's replyOfficial
17 Feb 2026, 09:13Hi Sorna, trust you are well. I tried contacting you this morning, however, there was no answer. Please provide a good time to contact you. Regards Moesha Narasiah
Best regards,
First Group's reply17 Feb 2026, 09:13
Official
Hi Sorna, trust you are well. I tried contacting you this morning, however, there was no answer. Please provide a good time to contact you. Regards Moesha Narasiah
Best regards,