Airport change in the UK nearly cost me, but exceptional help from Staff saved me.

After what started as problem for me ultimately ended in a Happy customer. I booked a multi-city route via the website from Durban to New Orleans to Las Vegas and then back to Durban. Best prices were to route through the UK on British Airways. The snag came in the fact that the return route actually changed Airports ( Gatwick to Heathrow ). I remember seeing a pop up about different airports when first selecting the flights, but i thought its just because of my multi city routes. The airport codes are also similar ( LHR / LGW ). I finished the booking and paid. Then when i checked the flights afterwards, i saw the change and immediately checked online about the airport transfer. The UK consulate documentation said you needed a transit visa which takes 3 weeks and i was flying in 7 days. I contacted Travelstart straight away ( 10 minutes after booking ). After some back and forth over the next 2 days and stressing there was a viable solution to pay another 10k and change the flight back to use the same airport. Travelstart have a weird system in that another department quotes you which takes up 24hrs and then after you confirm the change up to another 24hrs to receive confirmation. SURELY this can be improved. 1 Day after this i got in contact with Zukiswa Tsengiwe, she informed me that she would assist me to finalize this. She was exceptional in her work and always called me back when she said she would, even after hours when the Travelstart call center messages says its closed. In Short she informed me that i don't have to pay the flight changes, and directed me to a a you tube video from the UK consulate explaining that there website is confusing and was able to confirm i can change airports without a visa as i was leaving in 24hrs and had a USA visa in my passport. I would just like to say thank you to her for all her help.

To Travelstart i really suggest more notice is given to the fact you have to change airports and transport yourself across Brittan. If i had know from the start i would have selected alternative flights. This is something not very common to an RSA traveler so please place more highlights / Red backgrounds and notes, permanently across the booking screen. As this could have cost me thousands in additional fees and cancellations. Also you should defiantly have extended operating hours if not 24hr and please if you quoting someone on changes and confirming the change you need to do this more swiftly, as i stressed for 3 days waiting for feedback. This wasn't a cheap purchase and the changes were very expensive, so pick up a phone and call the customer!!

Regards Dylan