1 reviews | Active since Jun 2020
3 Months still no REFUND
On 6 March 2020 I cancelled one of my flights and ask for a refund after this correspondence form Travel start: "We have contacted the airline and regretfully they have advised that they no longer have your routing operational and the only option they may offer you is a full refund on the fully unused ticket" I was informed it will take 6-8 weeks for the refund to be process. On 17 April 2020 i follow up on the refund and then only i was informed that the refund is not possible anymore because of a policy changed. I asked proof of the correspondence that was send to Travelstart from the airline that their policy has changed regarding the refund but they have failed to do so. It is now almost 3 months, i have not received my money back or a voucher for that matter and for the last month my mails are just being ignored. Next stop for me is Consumer Goods and Services Ombudsman (CGSO). So please don't even send me your generic email response.
Thank you for your feedback about your recent experience with Travelstart. I am sorry to hear you are not pleased with the way your refund query has been handled and I completely understand the frustration this has caused.
I have looked at your booking and can confirm that at the time when we submitted your refund request, the airline was still processing refunds back to the original form of payment. The airline then changed their policy before your refund was finalsed and now only process refunds in the form of a voucher. Travelstart has no control over airline policies and cannot be held responsible for changes and or updates that are made to airline policies. We are unable to override a decision made by an airline to amend their policy.
I have arranged for one of our team members from our Refunds Team to call you and answer any questions you might have.
Please accept our sincere apologies for the stress and inconvenience caused.
Kind Regards,
The Travelstart Team
Thank you for your feedback about your recent experience with Travelstart. I am sorry to hear you are not pleased with the way your refund query has been handled and I completely understand the frustration this has caused.
I have looked at your booking and can confirm that at the time when we submitted your refund request, the airline was still processing refunds back to the original form of payment. The airline then changed their policy before your refund was finalsed and now only process refunds in the form of a voucher. Travelstart has no control over airline policies and cannot be held responsible for changes and or updates that are made to airline policies. We are unable to override a decision made by an airline to amend their policy.
I have arranged for one of our team members from our Refunds Team to call you and answer any questions you might have.
Please accept our sincere apologies for the stress and inconvenience caused.
Kind Regards,
The Travelstart Team