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FNB has resumed a process to help its customers affected by the suspension of British Airways and Kulula flights. The bank’s process will be as follows:

Customers that booked tickets via eB Travel

Customers who purchased British Airways and Kulula flight tickets using the FNB and RMB Private Bank apps, eBucks.com, or our eBucks Travel desk will be contacted and assisted through an automated refund process. 

Customers that bought tickets with their FNB/RMB Private Bank cards on other platforms, including Kulula

Furthermore, customers who purchased their tickets directly from the affected airlines or a third-party travel agent can lodge a dispute for a chargeback through the SecureChat feature on the FNB and RMB Private Bank apps. To avoid any delays in processing a refund through a chargeback, it encourages these customers to immediately upload a copy of their flight booking confirmation and chat to its SecureChat agents for any further assistance. 

Customers that paid via EFT or Instant EFT at checkout

Customers who paid for flight tickets using third-party instant EFT services are advised to lodge a dispute directly with the airlines as instant EFT payments cannot be reversed via our processes.

Raj Makanjee, CEO of Personal and Private Banking says, “We sympathise with our customers who are affected by the flight suspensions and our aim is to help qualifying customers with their refunds. We are dedicated to helping our affected customers and will continue to communicate to them regarding any further developments.”

SecureChat Dispute/Chargeback process:

1. Log into App

2. Click on the Chat speech bubbles located top right of their screen

3. Open Chat with the SecureChat Contact

4. Follow the prompts from there

Issued by FNB