REFUSAL TO REFUND CLIENT DUE TO THE NEGLIGENCE OF THE AGENCY

My matter relates to an international trip that was booked via my son’s karate academy to attend a tournament in Barbados in 2018.

The merits of this matter refers: 1. The Passport was requested by Edwina owner of Webtours and Polly employee of Webtours.

2. At no time prior to the 28th of July 2018 that any information was provided with regards to the passport having to be valid for 6 months post return.

3. The agency arranged for a walk in appoint at the UK embassy in order to apply for a visa. This was completed successfully.

4. The agency arranged for some contact to assist in getting the new passport issued prior to the 14th August 2018.

5. Payment was made via the Agency and we refunded the amount paid.

6. Unfortunately after completing the application the passport was not issued in time and the existing passport was cancelled accordingly due to the new passport application.

7. On the day of travel customs prevented my son from boarding because the existing passport was cancelled and the new one was issued a day prior.

8. Edwina then drove with my son and myself to home affairs in Tongaat to try and get them to assist in uplifting the cancellation. Edwina insisted she travelled having 2 passports and home affairs told her it is not possible and they do not operate in that way. Once you make an application for a passport the previous passport is cancelled immediately. The management at home affairs informed her in presence of myself and my son that she ought to know all procedures regarding travel and that they should not have proceeded with travel arrangements. Edwina actually fell to her knees begging the management to uplift the cancellation of the passport. Edwina apologised to management stating it was an oversight on her side but if they could please assist with the passport. Home affairs refused. Furthermore the UK VISA was printed onto this passport and thereafter the passport was cancelled. Costs were incurred with the visa as well.

9. We have waited for her to refund us our money in full but she refused. Edwina declared to the airline company that it was a no show yet my son was at the airport ready to board until the ground floor attendants mentioned he could not travel due to the above reasons. To save herself from being embarrassed for her lack of knowledge and update of the changes in the travel industry spoke lies and created an impression it was my sons fault that my son was not at the airport hence he missed the boarding which was not the case.

10. An email received on 11th October 2018 and attached for reference shows a possible refund of R2000 from a total of R40 000 paid to Webtours by us.

11. As this is no fault of our own, Edwina point blank refused to refund us. I will never recommend Webtours to anyone due to the experience I have encountered. As a travel agent she should have been aware of all the travel procedures and regulations before proceeding with my sons booking. Having her not done so results in her being negligent which now became our issue where we lost the amount paid to her in full. This is broad daylight *******, absolutely unprofessional, inefficient and unacceptable.