Hi SuperSaver, my mom booked a return flight with SuperSaver (KDJEPT) for August 16th / 31st Johannesburg – Phalaborwa in South Africa. Three days before she left she got a message from the aircompany SA Airlink that they cancelled the reservation SuperSaver made for her because SuperSaver did not book her in with all her full names, you wrote her first name and her surname fully, and her 2nd, 3th and 4th only with initials. We don’t know why you did that because on the E ticket you sent her, all names are fully written. Somebody of your customer service guessed four names might be too many for your system!!!? We called your customer service three times and we sent you six e-mails in three days. We forwarded you the e-mails from the aircompany with the instructions what you had to do to make her reservation valid.
Three times there was a friendly person of your customerservice that told us not to worry because your team of ‘experts’ would solve that problem. But at the end we heard from SA Airlink not any effort of your side is done and my mother could not fly. All you did is sending my mother the message (three times) that according to SuperSaver it was not possible to change the few initials you brought in in your administration system into full written names. And you also wrote her you were not willing to give her the money back she payed for the flight because my mother did not buy the type of ticket you can cancel!!! So the end of the story was that my mother had to buy a very expensive last minute ticket at the airport because she had to be in time in Phalaborwa for the start of an organised tour.
We understand things can go wrong in your administration system and persons make mistakes! But it’s a real shame no effort is done to correct the mistake SuperSaver made because of all the troubles that caused for my mother. And it is not acceptable at all SuperSaver refused to refund the money (275 euro) my mother payed for her booking which she could not use!!!
Als mijn moeder de 275 euro terugkrijgt.