Daylight Robbery, Beware Unethical Business Standards, On the Ball Travel Cape Town

Secured and paid in full to Ms Deneal Ball approx. R80 000 for flights to Canada and the USA on 6 Jan as well as an 8 day tour to Canada on 31 Jan departing 27 May. Despite telephonic conversations, emails and whatsapp messages since March requesting a cancellation, matters were unduly delayed, ranging from written false information, waiting refunds from Australia and refunds taking 6 months. The outbreak of the KOVID-19 virus, has been an unforseen challenge and placed extreme financial burdens on us all to take care of our families and ourselves. Respectfully requested agent to cancel tour to Canada, restricted by law and for which I did not have a visa prior to lockdown. I expected the same level of service, customer care and professionalism with regard to the refunds prior to the lockdown, since this is also my hard earned sweat. Her response was contrary to information to the info on the Globus site dated 23 Mar. On 6 May Globus advised that the refund would be in my account in a week. There was no mention of funds being processed in Australia. In addition I paid Globus through Deneal, not Australia and expected her to honour the refund. It would have been appropriate at the time of booking if not to have advised that I go via Australia, or Cosmos. Com or Cosmos SA directly. I contacted Globus personally late May and they refunded part amount in June. From the attached invoice it appears that there is still an amount of R1200 and R 4281.00 from the Canada Tour, totalling an amount of R5481.00, which Deneal indicated was commission but was not reflected as such on her invoices. I suggested that this amount be paid in instalments at least by the end of July 20, taking into account that this amount was paid by the 6th and 31st of January 20 respectively. Attempts were made to have the monies refunded since March 2020. I hoped that her business insurance will have paid out by then. Deneal informed with regards to the refunds – I have received the Globus refund – do not contact them as Perfect Destinations has gone into liquidation. She advised as travel is still not permitted – only business travel she does not have any business bookings, she in not in any position to earn an income. She indicated however that she will try to pay later. After a few months she advised that she has been to ASATA to double check the rules and regulations pertaining to refunds and cancellations. 5.4 states that Travel Agents do not have to refund their commission/service fee regardless if there is a travel ban or not. She will not refund now. However all invoices and correspondence received does not stipulate a commission fee in writing. I have written correspondence requesting why different quotes for the tour were received. This is the agent's deceitful response: You can take off the safety net, but it is not recommended as the travel insurance only covers cancellation in the event of a medical issue. The safety net cover in the event of any reason the client cannot travel, so we always recommend both. The reduction on this will be R2086 off the total package if they do take it off. When making full payment by tomorrow you then must either confirm the Safety Net or decline it. It cannot be added at a later stage. The new cost includes transfer airport/tour hotel on arrival – that was not included originally and also the Rate of Exchange can affect the price. I can provide this written proof. Invoices are attached and do not indicate an amount for commission. British Airways, refunded in full, so what commission is there to withhold. She charged us approx. R2200 commission each for a tour through another agent. They refunded their amount in full. We travel quite often and booked a trip to Mauritius last year with Deneal for the family, so this would have been a long lasting relationship and business.

With all the correspondence that has been penned back and forth there was no mention of commission being charged anywhere. There should have been transparency. It is known that no one can work for nothing. However all other service providers Disney, Statue of Liberty etc refunded to the cent. Yet an agent in SA is unethical and unprofessional in her dealings. I even sent her information to obtain a subsidy from the Travel and Tourism department. I was patient since March. The agent advised a week ago that she will not reconsider. This is a sham for defrauding innocent people of their hard earned sweat. I also resorted to other avenues of resolving this amicably through a service provider who referred me to Deneal and who has business relations with her, to no avail. I will take all necessary steps to name and shame such individuals and protect other innocent parties. It is obvious that when it was crunch time, such persons had no morals, values or integrity to do what is right. I look forward to obtaining a refund from Deneal. This is daylight robbery.

So with that I will not be refunding you the commission/service fee received from your booking.