STA agent assured us we would get our money back

ON JANUARY 10, my sister and I booked a holiday with STA Travel

Kloof Street.

We were assisted by an agent who assured us (verbally) that we could cancel the booking at any time before the full balance was paid and we would get a full refund minus the deposit.

On April 12, we requested to cancel the booking due to the Covid19 pandemic.

On April 16, the manager agreed to refund R3 000 in cash minus the R2 000 deposit, with a waiting period of up to three months.

On April 20, our bank details and ID numbers were requested and it confirmed that the cancellation was being processed.

On May 8, we received a link with the updated STA Travel refund policy, dated May 2, without any explanation.

We insisted on a written explanation of the turnabout. No explanation has been forthcoming.

On May 9, we were told that we must accept a credit note and travel voucher which is valid for 12 months. STA is claiming force majeure.

My sister or I cannot financially afford to travel overseas anymore. I am unemployed and my sister has been forced to work reduced hours with reduced pay. I am also Type 2 diabetic and on hypertensive treatment and cannot risk flying internationally even if the travel ban were lifted by November this year, which is when our trip to Bali was initially booked for.

We believe STA has infringed on our consumer rights by going back on its agreement to pay us a cash refund. We need legal assistance in getting all our money back please.

AISHA GEORGE