DK
Derek K
1 reviews | Active since Jun 2020
22 Sept 2020, 17:21
204-day refund nightmare
Its been 29 weeks or almost 7 months Since Airfrance/KLM advised Travelstart that I was eligible for a full refund since the airline had cancelled a segment of my flight already due to COVID-19, this was in March 2020. The airline has advised that no refund, despite the pandemic, should have taken this long - and that was a month ago. I am beyond frustrated because the airline can't help since I booked through a third party (which is not even a travel agency) and Travelstart can't help me because apparently they're still waiting for the refund to reflect on their side, not from the Airline but from a central European bank of sorts. Now, 204 days later I have lost my patience and have started questioning the integrity of all parties involved - either one of them are doing well to ensure internal cashflow.
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Replies (3)DK
Derek K's updateReviewer Update
22 Sept 2020, 17:46I do not care if my account is charged by the Airline or by Travelstart. It is too easy to enable a payment as well as third party fees and then stand bank. I was invoiced through Travelstart, not the airline. Therefore, Travelstart is liable and I will be proceeding with legal action if this is not dealt with within the next 7 working days.
DK
Derek K's update22 Sept 2020, 17:46
Reviewer Update
I do not care if my account is charged by the Airline or by Travelstart. It is too easy to enable a payment as well as third party fees and then stand bank. I was invoiced through Travelstart, not the airline. Therefore, Travelstart is liable and I will be proceeding with legal action if this is not dealt with within the next 7 working days.
Travelstart's replyOfficial
22 Sept 2020, 20:02Good Day Derek,
Thank you for reaching out and we do apologise for the delay in the refund process.
Just to confirm we have app**** for a refund of your airfare. I would like to reassure you that our Refunds team have processed the refund application and sent it to the airline in March 2020.
Due to the current worldwide crisis, significant delays in the refund process should be expected. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process. As the airline sits with the funds of the ticket they process the refund from their side.
We have looked at your booking and see our team have also assisted you via our online chat service advising the same.
We do understand the frustration you are experiencing and we know that you have possibly been negatively affected during this time. However please be assured we are putting as much pressure as we can on the airlines to process these as quickly as possible.
One of our agents will be in contact with you to address your concerns over the phone and answer any other questions you might have.
Kind Regards,
Travelstart
Thank you for reaching out and we do apologise for the delay in the refund process.
Just to confirm we have app**** for a refund of your airfare. I would like to reassure you that our Refunds team have processed the refund application and sent it to the airline in March 2020.
Due to the current worldwide crisis, significant delays in the refund process should be expected. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process. As the airline sits with the funds of the ticket they process the refund from their side.
We have looked at your booking and see our team have also assisted you via our online chat service advising the same.
We do understand the frustration you are experiencing and we know that you have possibly been negatively affected during this time. However please be assured we are putting as much pressure as we can on the airlines to process these as quickly as possible.
One of our agents will be in contact with you to address your concerns over the phone and answer any other questions you might have.
Kind Regards,
Travelstart
Travelstart's reply22 Sept 2020, 20:02
Official
Good Day Derek,
Thank you for reaching out and we do apologise for the delay in the refund process.
Just to confirm we have app**** for a refund of your airfare. I would like to reassure you that our Refunds team have processed the refund application and sent it to the airline in March 2020.
Due to the current worldwide crisis, significant delays in the refund process should be expected. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process. As the airline sits with the funds of the ticket they process the refund from their side.
We have looked at your booking and see our team have also assisted you via our online chat service advising the same.
We do understand the frustration you are experiencing and we know that you have possibly been negatively affected during this time. However please be assured we are putting as much pressure as we can on the airlines to process these as quickly as possible.
One of our agents will be in contact with you to address your concerns over the phone and answer any other questions you might have.
Kind Regards,
Travelstart
Thank you for reaching out and we do apologise for the delay in the refund process.
Just to confirm we have app**** for a refund of your airfare. I would like to reassure you that our Refunds team have processed the refund application and sent it to the airline in March 2020.
Due to the current worldwide crisis, significant delays in the refund process should be expected. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process. As the airline sits with the funds of the ticket they process the refund from their side.
We have looked at your booking and see our team have also assisted you via our online chat service advising the same.
We do understand the frustration you are experiencing and we know that you have possibly been negatively affected during this time. However please be assured we are putting as much pressure as we can on the airlines to process these as quickly as possible.
One of our agents will be in contact with you to address your concerns over the phone and answer any other questions you might have.
Kind Regards,
Travelstart
DK
Derek K's updateReviewer Update
02 Oct 2020, 07:10After months of back and forth, this issue has been resolved! Thanks to Marcelle in PR for facilitating the process over the last 2 weeks. I have now received my full refund from the airline. Customers should know that there are supposedly two systems in place which deal with international airline refunds. The first of which was unsuccessful for months before travelstart initiated the process through the second refund channel. In the end, this issue was dealt with amicably and although I cannot compliment travelstart as a whole, Marcelle was definitely responsible for resolving this issue. I had more valuable correspondence with Marcelle in 3 days than I’ve had with other employees in months.
DK
Derek K's update02 Oct 2020, 07:10
Reviewer Update
After months of back and forth, this issue has been resolved! Thanks to Marcelle in PR for facilitating the process over the last 2 weeks. I have now received my full refund from the airline. Customers should know that there are supposedly two systems in place which deal with international airline refunds. The first of which was unsuccessful for months before travelstart initiated the process through the second refund channel. In the end, this issue was dealt with amicably and although I cannot compliment travelstart as a whole, Marcelle was definitely responsible for resolving this issue. I had more valuable correspondence with Marcelle in 3 days than I’ve had with other employees in months.