Cancellation fee
Mar 4, 2020, 11:18 pm
#1
Original Poster
Join Date: Mar 2020
Posts: 5
Cancellation fee
Hi all!
I cancelled my SAA business class ticket online. It said next to the cancel button "R 1.500 cancellation fee" and that was exactly the amount mentioned in the fare rules when I purchased the ticket online. SAA's refund department insists now that the cancellation fee is 25% (!). I asked them to send me the fare rules, but they told me that they don't have access and they referred me to Customer Care.
Customer Care told me they don't have the fare rules either and that I am supposed to contact Reservations. Reservations told me they don't have access since I purchased the ticket online, but the WebHelp-department will be able to help me regarding the fare rules. The Webhelp department wrote to me "Kindly be advised that we are unable to send the terms and conditions, please note that passengers can only receive the rules when making a booking".
It is a night mare!There is no way that SAA is not able to send me the terms and conditions of my ticket! Does anyone of you have an idea what to do? Did someone have a similar experience with SAA? I don't want to let SAA get away with stealing R 10.000 from me.
Thansk for your help in advance,
Dirk
I cancelled my SAA business class ticket online. It said next to the cancel button "R 1.500 cancellation fee" and that was exactly the amount mentioned in the fare rules when I purchased the ticket online. SAA's refund department insists now that the cancellation fee is 25% (!). I asked them to send me the fare rules, but they told me that they don't have access and they referred me to Customer Care.
Customer Care told me they don't have the fare rules either and that I am supposed to contact Reservations. Reservations told me they don't have access since I purchased the ticket online, but the WebHelp-department will be able to help me regarding the fare rules. The Webhelp department wrote to me "Kindly be advised that we are unable to send the terms and conditions, please note that passengers can only receive the rules when making a booking".
It is a night mare!There is no way that SAA is not able to send me the terms and conditions of my ticket! Does anyone of you have an idea what to do? Did someone have a similar experience with SAA? I don't want to let SAA get away with stealing R 10.000 from me.
Thansk for your help in advance,
Dirk
Mar 5, 2020, 3:44 am
#2
Join Date: Mar 2016
Location: CPT,AMS
Posts: 4,412
The fare basis should be indicated on your e-ticket, you could try and do a dummy booking (on SAA website or others like ITA Matrix) and see the fare rules, albeit there is no guarantee the same fare basis is still available or that the rules have not changed since you booked the ticket.
Mar 5, 2020, 4:30 am
#3
Original Poster
Join Date: Mar 2020
Posts: 5
It's worth a try
The fare basis should be indicated on your e-ticket, you could try and do a dummy booking (on SAA website or others like ITA Matrix) and see the fare rules, albeit there is no guarantee the same fare basis is still available or that the rules have not changed since you booked the ticket.
Thank you for your quick reply. I will try that, hoping that the same fare rule (PRFZA) will be offered. Or do you know where I could look up the terms and conditions for fare rule PRFZSA?
Mar 5, 2020, 5:07 am
#6
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
I think what you are being told is correct, it is a 25% cancellation charge. The ZAR 1,500 is the change fee. Here is the relevant section from the fare rules (my bolding):
CHANGES/CANCELLATIONS
ANY TIME
CHARGE ZAR 1950.00 FOR NO-SHOW.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
CHARGE REBOOKING FEE AND NO-SHOW FEE AND IF ANY
FARE DIFFERENCE OCCURS THE FARE DIFFERENCE TO BE
CHARGED WITH THE NO-SHOW FEE AND REBOOKING FEE.
- - -
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE.
- - -
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS NON-
REFUNDABLE.
INFANTS PAYING 10 PCT OF THE ADULT FARE IS
EXEMPT.
- - -
REFUSAL OF VISA - FULL REFUND PERMITTED IN CASE
OF REFUSAL OF A TRAVEL DOCUMENT TO THE PASSENGER/
ACCOMPANYING PASSENGER AS EVIDENCED BY WRITTEN
ADVICE FROM THE APPROPRIATE GOVERNMENT AUTHORITY.
- - -
WHEN COMBINING FARES ON A HALF ROUND TRIP BASIS
THE MOST RESTRICTIVE CANCELLATION CONDITIONS
APPLY FOR THE PRICING UNIT.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CANCELLATION CONDITION WILL APPLY FOR
EACH PRICING UNIT.
- - -
ALL PENALTY CHARGES ARE EXCLUSIVE OF ANY
GOVERNMENT COMPULSORY TAXES I.E VAT / GST ETC
WHICH MUST BE LEVIED FOR THE COUNTRY WHERE THE
REFUND IS MADE.
- - -
ALL ADMIN FEES WHERE APPL MUST BE LEVIED FOR THE
COUNTRY WHERE THE REFUND IS MADE.
CANCELLATIONS
BEFORE DEPARTURE
CHARGE 25 PERCENT FOR CANCEL/REFUND.
CHILD/INFANT DISCOUNTS APPLY.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE OR
HOSPITAL ACCOUNT/ADMISSION FORM.
- - -
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS NON-
REFUNDABLE.
INFANTS PAYING 10 PCT OF THE ADULT FARE IS
EXEMPT.
----
THE YR/YQ CARRIER IMPOSED FEES AND REGULATED
TAXES WILL BE REFUNDED.
----
WHEN COMBINING FARES ON A HALF ROUND TRIP BASIS
THE MOST RESTRICTIVE CANCELLATION CONDITIONS
APPLY FOR THE PRICING UNIT.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CANCELLATION CONDITION WILL APPLY FOR
EACH PRICING UNIT.
- - -
ALL PENALTY CHARGES ARE EXCLUSIVE OF ANY
GOVERNMENT COMPULSORY TAXES I.E VAT / GST ETC
WHICH MUST BE LEVIED FOR THE COUNTRY WHERE THE
REFUND IS MADE.
- - -
ALL ADMIN FEES WHERE APPL MUST BE LEVIED FOR THE
COUNTRY WHERE THE REFUND IS MADE
AFTER DEPARTURE
TICKET IS NON-REFUNDABLE.
WAIVED FOR UPGRADE TO A HIGHER FARE/DEATH OF
PASSENGER OR FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE OR
HOSPITAL ACCOUNT/ADMISSION FORM..
- - -
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS NON-
REFUNDABLE.
- - -
THE YR/YQ CARRIER IMPOSED FEES WILL NOT BE
REFUNDED AFTER DEPARTURE.
ANY UNUSED REGULATED TAXES WILL BE REFUNDABLE.
- - -
WHEN COMBINING FARES ON A HALF ROUND TRIP BASIS
THE MOST RESTRICTIVE CANCELLATION CONDITIONS
APPLY FOR THE PRICING UNIT.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CANCELLATION CONDITION WILL APPLY FOR
EACH PRICING UNIT.
- - -
ALL PENALTY CHARGES ARE EXCLUSIVE OF ANY
GOVERNMENT COMPULSORY TAXES I.E VAT / GST ETC.
WHICH MUST BE LEVIED FOR THE COUNTRY WHERE THE
REFUND IS MADE.
- - -
ALL ADMIN FEES WHERE APPL MUST BE LEVIED FOR THE
COUNTRY WHERE THE REFUND IS MADE
CHANGES
ANY TIME
CHARGE ZAR 1500.00 FOR REISSUE.
CHILD/INFANT DISCOUNTS APPLY.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
CHANGE FEES APPLIES PER TRANSACTION.
- - -
REVALIDATION NOT PERMITED.
REISSUE MUST BE MADE WITHIN 72 HOURS AFTER CHANGE
OF RESERVATION BUT NOT LATER THAN DEPARTURE OF
THE ORIGINAL FLIGHT BEING CHANGED.
IF NOT DONE WITHIN 72 HOURS TICKET WILL ONLY BE
VALID FOR REFUND OR NOT APPLICABLE AT ALL.
- - -
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE OR
HOSPITAL ACCOUNT/ADMISSION FORM.
- - -
VOLUNTARY CHANGES BEFORE DEPARTURE OF THE FIRST
TICKETED FLIGHT SEGMENT WILL BE SUBJECT TO ANY
FARE DIFF APPLICABLE TO THE NEW DATE OF TRAVEL.
---
UPGRADE PERMITTED TO ANY HIGHER FARE OR CABIN
AT A CHARGE OF ZAR 1500.00 PER TRANSACTION PLUS
ANY DIFFERENCE IN FARE.
---
REROUTING - PERMITTED
STANDBY - NOT PERMITTED
---
WHEN MORE THAN ONE FARE COMPONENT IS CHANGED AT
THE SAME TIME THE HIGHEST CHANGE FEE OF ALL
CHANGED FARE COMPONENTS WILL APPLY.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CHANGE FEE WILL APPLY FOR ALL CHANGED
FARE COMPONENTS OF THE ITINERARY.
- - -
THE NEW FARE MUST BE EQUAL OR HIGHER THAN THE
PREVIOUS FARE. WHEN A CHANGE RESULTS IN A LOWER
FARE NO CREDIT/REFUND OF THE RESIDUAL AMOUNT WILL
BE MADE. ALL RULE PROVISIONS OF THE NEW TICKETED
FARE MUST BE ADHERED TO.
ANY TIME
CHARGE ZAR 1950.00 FOR NO-SHOW.
WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
CHARGE REBOOKING FEE AND NO-SHOW FEE AND IF ANY
FARE DIFFERENCE OCCURS THE FARE DIFFERENCE TO BE
CHARGED WITH THE NO-SHOW FEE AND REBOOKING FEE.
- - -
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE.
- - -
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS NON-
REFUNDABLE.
INFANTS PAYING 10 PCT OF THE ADULT FARE IS
EXEMPT.
- - -
REFUSAL OF VISA - FULL REFUND PERMITTED IN CASE
OF REFUSAL OF A TRAVEL DOCUMENT TO THE PASSENGER/
ACCOMPANYING PASSENGER AS EVIDENCED BY WRITTEN
ADVICE FROM THE APPROPRIATE GOVERNMENT AUTHORITY.
- - -
WHEN COMBINING FARES ON A HALF ROUND TRIP BASIS
THE MOST RESTRICTIVE CANCELLATION CONDITIONS
APPLY FOR THE PRICING UNIT.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CANCELLATION CONDITION WILL APPLY FOR
EACH PRICING UNIT.
- - -
ALL PENALTY CHARGES ARE EXCLUSIVE OF ANY
GOVERNMENT COMPULSORY TAXES I.E VAT / GST ETC
WHICH MUST BE LEVIED FOR THE COUNTRY WHERE THE
REFUND IS MADE.
- - -
ALL ADMIN FEES WHERE APPL MUST BE LEVIED FOR THE
COUNTRY WHERE THE REFUND IS MADE.
CANCELLATIONS
BEFORE DEPARTURE
CHARGE 25 PERCENT FOR CANCEL/REFUND.
CHILD/INFANT DISCOUNTS APPLY.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE OR
HOSPITAL ACCOUNT/ADMISSION FORM.
- - -
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS NON-
REFUNDABLE.
INFANTS PAYING 10 PCT OF THE ADULT FARE IS
EXEMPT.
----
THE YR/YQ CARRIER IMPOSED FEES AND REGULATED
TAXES WILL BE REFUNDED.
----
WHEN COMBINING FARES ON A HALF ROUND TRIP BASIS
THE MOST RESTRICTIVE CANCELLATION CONDITIONS
APPLY FOR THE PRICING UNIT.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CANCELLATION CONDITION WILL APPLY FOR
EACH PRICING UNIT.
- - -
ALL PENALTY CHARGES ARE EXCLUSIVE OF ANY
GOVERNMENT COMPULSORY TAXES I.E VAT / GST ETC
WHICH MUST BE LEVIED FOR THE COUNTRY WHERE THE
REFUND IS MADE.
- - -
ALL ADMIN FEES WHERE APPL MUST BE LEVIED FOR THE
COUNTRY WHERE THE REFUND IS MADE
AFTER DEPARTURE
TICKET IS NON-REFUNDABLE.
WAIVED FOR UPGRADE TO A HIGHER FARE/DEATH OF
PASSENGER OR FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE OR
HOSPITAL ACCOUNT/ADMISSION FORM..
- - -
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS NON-
REFUNDABLE.
- - -
THE YR/YQ CARRIER IMPOSED FEES WILL NOT BE
REFUNDED AFTER DEPARTURE.
ANY UNUSED REGULATED TAXES WILL BE REFUNDABLE.
- - -
WHEN COMBINING FARES ON A HALF ROUND TRIP BASIS
THE MOST RESTRICTIVE CANCELLATION CONDITIONS
APPLY FOR THE PRICING UNIT.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CANCELLATION CONDITION WILL APPLY FOR
EACH PRICING UNIT.
- - -
ALL PENALTY CHARGES ARE EXCLUSIVE OF ANY
GOVERNMENT COMPULSORY TAXES I.E VAT / GST ETC.
WHICH MUST BE LEVIED FOR THE COUNTRY WHERE THE
REFUND IS MADE.
- - -
ALL ADMIN FEES WHERE APPL MUST BE LEVIED FOR THE
COUNTRY WHERE THE REFUND IS MADE
CHANGES
ANY TIME
CHARGE ZAR 1500.00 FOR REISSUE.
CHILD/INFANT DISCOUNTS APPLY.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
CHANGE FEES APPLIES PER TRANSACTION.
- - -
REVALIDATION NOT PERMITED.
REISSUE MUST BE MADE WITHIN 72 HOURS AFTER CHANGE
OF RESERVATION BUT NOT LATER THAN DEPARTURE OF
THE ORIGINAL FLIGHT BEING CHANGED.
IF NOT DONE WITHIN 72 HOURS TICKET WILL ONLY BE
VALID FOR REFUND OR NOT APPLICABLE AT ALL.
- - -
WAIVERS MUST BE EVIDENCED BY DEATH CERTIFICATE OR
HOSPITAL ACCOUNT/ADMISSION FORM.
- - -
VOLUNTARY CHANGES BEFORE DEPARTURE OF THE FIRST
TICKETED FLIGHT SEGMENT WILL BE SUBJECT TO ANY
FARE DIFF APPLICABLE TO THE NEW DATE OF TRAVEL.
---
UPGRADE PERMITTED TO ANY HIGHER FARE OR CABIN
AT A CHARGE OF ZAR 1500.00 PER TRANSACTION PLUS
ANY DIFFERENCE IN FARE.
---
REROUTING - PERMITTED
STANDBY - NOT PERMITTED
---
WHEN MORE THAN ONE FARE COMPONENT IS CHANGED AT
THE SAME TIME THE HIGHEST CHANGE FEE OF ALL
CHANGED FARE COMPONENTS WILL APPLY.
- - -
WHEN COMBINING FARES END-ON-END THE MOST
RESTRICTIVE CHANGE FEE WILL APPLY FOR ALL CHANGED
FARE COMPONENTS OF THE ITINERARY.
- - -
THE NEW FARE MUST BE EQUAL OR HIGHER THAN THE
PREVIOUS FARE. WHEN A CHANGE RESULTS IN A LOWER
FARE NO CREDIT/REFUND OF THE RESIDUAL AMOUNT WILL
BE MADE. ALL RULE PROVISIONS OF THE NEW TICKETED
FARE MUST BE ADHERED TO.
