WENDY KNOWLER | Companies can deduct 'reasonable' penalty for booking cancellations

Clint was booked on Cemair’s 6am flight from Cape Town to Durban on Tuesday January 10. I think it’s fair to say that people only book seats on those “red eye” flights, which require waking up in the small hours, if they really need to be at their destination at the start of the work day.

“Cemair’s policy is to make a passenger forfeit 100% of their ticket if they are a no-show. In my case, the airline was essentially a no-show for me, but they want to charge me a cancellation penalty,” he said. Whatever your gripe, raising it with a company in a calm, dignified but assertive way, and ensuring the outcome you’re requesting is appropriate, yields the best results

He ended his response with a bombshell. “Our call centre records all calls, and the interaction with [Clint] has been reviewed. “A decision has been made not to accommodate him on any future flights.”“I must say I probably did lose the plot on that call and was wrong in that regard. I was just completely dumbfounded by the way it was done, the fee they wanted to charge me and having to arrange a more expensive flight," he said.

Reasonable means all of it it, right?

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