Denied - Request for Deposit Refund Due to Serious Medical Grounds-

My daughter and son-in-law are booked to travel to Namibia at the end of March 2026.

Unfortunately, my daughter had to undergo emergency surgery and has since been advised to begin chemotherapy treatment over the coming months. As a result, she has been medically declared unfit to travel. A doctor’s letter confirming this was submitted to MSC, together with more than four months’ notice of cancellation.

Despite the medical evidence provided, we have been advised that the booking can only be moved to a future season or that a cancellation fee equal to the full deposit of R3,000 will apply. We find this response both disappointing and unreasonable under the circumstances.

This cancellation is not due to a change of plans or personal preference, but is the direct result of a serious and unforeseen medical condition. Given the length of notice provided and the nature of the situation, we respectfully request that the deposit be refunded.

We would also like to point out that we are not first-time passengers with MSC and have previously travelled with your company in good faith. We trust that MSC will review this matter with compassion and fairness and reconsider its position.

We look forward to your response and a resolution to this matter.