21 June 2017

AGENCY
Unit X, Manila Bay Sky,
Quirino Ave. Cor. M.H. Del Pilar St.,
Malate, Manila

Re: Letter-Complaint for Reimbursement

Gentlemen:

We write in connection with the referenced matter.

On (Date when services were initially contracted), we contracted the services of

your travel agency to arrange and facilitate the booking of our family’s trip, specifically:

a) from Manila, Philippines to Madrid, Spain,

b) from Madrid, Spain to Johannesburg, South Africa, and
c) from Johannesburg, South Africa to Manila, Philippines.

This is with the understanding that your agency, aside from procuring for my wife,
Dr. Dela Cruz, my son, Rizal, and myself, our tickets and booking our flight, shall also
facilitate the processing of our travel documents, permits or VISAS for Europe and South
Africa, upon submission of the required documents.

Pursuant to this, on March 3, 2017, we submitted to your agent, Mr. Bonifacio, the
following:

a. Application form
b. 2 ID pictures
c. Philippine passport
d. DTI certificate
e. Employers certificate
f. Bank certificates and statements
g. PSA certificate of marriage contract of Norman and Isabel Bustos,
h. PSA certificate of live birth of Raoul Bustos

On April 21, 2017 Mr. Aguinaldo delivered to my wife’s office at Unit 333, #33
Rockwell Drive, Makati City, our passports, together with our Visas.

On (date of flight Manila to Madrid), my family flew and reached Madrid, Spain
without a hitch. However, on May 22, 2017 which is the day of our scheduled flight from
Madrid, Spain Airport to Johannesburg, South Africa, we were denied to board our flight QR
150 (17:50 Qatar Air Madrid to Johannesburg) because of our failure to present the original
or certified true copy of the “unabridged” Birth Certificate of our minor son Rizal. We were
then advised that the laws of South Africa states that- “Effective from 1 June 2015, Minors
under 18 years of age, irrespective of nationality, traveling to/from South Africa must hold: A.
When traveling with both parents: An original unabridged (full) birth certificate, or a
certified copy.” A copy of the said law is herein attached for your reference.

Be it noted that you failed to advise us of the existence of such law when we made a
booking with your agency. It is our understanding that when you delivered the VISAS to my
office that they were complete on its face and necessitated no other requirements.

Further, since we missed the scheduled 17:50 Madrid, Spain to Johannesburg, South
Africa flight, we were constrained to rearrange our scheduled tour and hotel
accommodations which we had already paid in advance for our Johannesburg, South Africa
trip from May 23-June 3, 2017.

Worse, even after we presented a photocopy of my son’s “unabridged” Birth

Certificate that my brother-in-law hurriedly sent to us by email upon our urgent request,
we were still being prevented from taking the next flight to Johannesburg, South Africa and
proceeding with our trip since what was required was either an original copy or a certified
true copy thereof. It was only after intense pleading and argument that we were allowed to
board the 22:30 Madrid, Spain to Johannesburg, South Africa flight at our expense.
Needless to emphasize, we were totally dismayed at the fact that we had to purchase anew
tickets in the total amount of €1,181.07 for the Madrid, Spain-Johannesburg, South Africa
flight, details of the flight are as follows:

Qatar Air QR 152 May 22,2017 22:30 via Doha

Qatar Air QR 367 May 23, 2017 14:20 Johannesburg

Unfortunately, our ordeal did not end there. On June 3, 2017, when we were to
depart for Manila, the crew of Cathay Pacific again demanded us to present the
“unabridged” Birth Certificate of our son, Rizal. Since we could only show a photocopy of
the “unabridged” Birth Certificate of our son, Rizal, we were sternly warned that, if we
travel to South Africa again, we should have an authentic government issued document that
must be presented pursuant to the South Africa Immigration policies to gain entry. At that
instant, we were once again profoundly humiliated by the incident.

Based on the foregoing, we demand immediate reimbursement for the total costs we
had spent in booking a one-way ticket from Madrid, Spain to Johannesburg, South Africa for
my family. In addition to the reimbursement of the total costs spent, we likewise demand
that we be paid the corresponding amount which under the circumstances is deemed
proper for the damages we incurred, such as stress, inconvenience, and humiliation
brought about by your failure to properly advise us on the requirements under South
Africa Immigration laws. Certainly, this incident would have been avoided if you were
diligent enough to inform us of the existence of the South Africa law mandating the
presentation of an original or certified true copy of the “unabridged” Birth Certificate of a
minor passenger. It would have saved us money and spared us the aggravation of waiting
long hours in the airport and the humiliation of being denied to board our flight.
 Indisputably, it is incumbent upon you to be knowledgeable of the existence of such
law and it is required of you to inform your client of such. By failing to do so, you have
breached your duty to your client. As a holder of a valid booking, we have the right to
expect to be able to board the flight on the date specified on our airplane ticket without any
hassle and/or inconvenience.

Accordingly, we expect your immediate attention and affirmative response upon

this matter. Otherwise, we shall refer this matter to our legal counsel for appropriate
action.

Very truly yours,

DR. DELA CRUZ