Do not adhere to own policies
I had to cancel due to my flight from Australia being canceled due to Covid. I booked with this company as it clearly stated on the website that if canceled more than 72 hours prior to collection, they will refund the money, minus an approximate 5% admin fee. I emailed the company and advised of the cancelation to which I received an email stating “Sorry to hear that , as our current policy , we could not process refund from our branch, but we keep credit under your name NZD -$336.81. You are welcome to redeem out the amount for future booking.” I replied and said “Your policy states that you CAN receive a refund if cancelled within 72 hours (attached). I do not want the credit on the account as my flights to NZ are cancelled.” I received no reply despite sending several emails. I then called the Christchurch branch and they asked how I got the number?! (From my confirmation email). I asked why I was not being given my refund and why after several emails I’d been refused a reply. I was told that “I spoke to head office and they said we were not able to provide the refund.” I didn’t bother continuing. I called the Auckland office and asked the same thing. I was met by a very rude man who refused to help after I said I’d send him my confirmation email with the terms and conditions. I also mentioned what was written on the website right in front of me. I would like to mention that the woman from the Christchurch office was polite. I then decided to take this to the Facebook chat and said “Why are you refusing a refund when your website CLEARLY states i am eligible? I'll be contacting ombudsman and leaving reviews if this is not finalised this week,” whilst attaching a picture of the terms and conditions from my email. I was asked to email their booking email to fix this up. I advised I had done that and they’re not helping. The following day in the chat they asked for my booking number and email address and later that evening a refund had been given. I then proceeded to say thank you to whoever had helped me to which they replied “Pls give me a good review instead of bad one. It suffers everyone in the COVID.” I said “I just want to know why everyone refused my refund even though it clearly states I was entitled to one.” I never received a response. I then asked the same via email twice and have been refused any answer. Edit: Also got a Facebook message from them calling me miserable, etc after posting the review.
