Appalling service!

Hi  Annemerie, 

Thank you for your revert.

I have checked the booking and can see the original quote was done prior to travel and we never received your confirmation to process the cancellation.  When we received your response the tickets were marked as a noshow as no action was taken as instructed on the cancellation email quote. We also advise in both emails that cancellation needs to occur prior to the flights:

 If you wish to proceed with the cancellation, please confirm at least 72 hours before your scheduled flight departure or the ticket may be forfeited. The refund can be processed until (18JAN2023) when the ticket will expire.

Without confirmation from you, no cancellation will be actioned and no refund will be due.

To go ahead with the refund processing have your Travelstart reference ready and select the following option:
Confirmation of refund quote received

by clicking on this link : https://www.travelstart.co.za/lp/contact-us

The information supp**** at the time of sending this email is correct and updated. The airline reserves the right to amend this policy at any given time.
 
As per the T&Cs https://www.travelstart.co.za/lp/terms-and-conditions
 
Nature of the services rendered by Travelstart
Travelstart renders the service of hosting an online search and booking portal, with its primary focus on the travel and accommodation industries (‘the Services’) pursuant to which the general public shall

1. have access to the portal,
2. be entitled to set certain travel, accommodation and/or other service criteria based on information gleaned from the internet,
3. request quotations and
4. be entitled to confirm bookings and place reservations relating to travel, accommodation and/or other service requirements

For the avoidance of doubt, the services do not include any advisory or consultancy services, unless you choose to speak to a Travelstart Live Agent. 
 
The Client and Authority
Any person(s) wishing to utilise the services, indicates their acceptance of these Terms and Conditions by proceeding with the booking on the passenger information page, prior to the conclusion of any transaction with Travelstart. Upon doing so, such person is DEEMED TO HAVE READ, UNDERSTOOD AND ACCEPTED these Terms and Conditions and to have the authority to do so on behalf of the person/Company person in whose name the ultimate reservation or booking is made (collectively referred to as ‘the Client(s)’).


Please be advised that unless requested otherwise upon making the reservation, Travelstart is authorised to engage with any Passenger listed in a booking, in as long as that Passenger is able to provide the reference number for the booking. Travelstart accepts no responsibility for any changes made by any of the listed Passengers in a booking. 
 
Cancellation
In the event of the Client cancelling the Booking, Travelstart shall have the RIGHT TO EITHER CLAIM the amount of, or retain an amount of the Payment and claim reasonable damages suffered by Travelstart, provided that Travelstart shall not impose any cancellation fee or claim any damages in respect of a Booking or reservation if the Client is unable to honour the Booking or reservation due to the death or hospitalisation of the Client. The Principals may reserve the RIGHT TO CANCEL any services prior to departure, in which event the Payment (less Travelstart’s service fee) will be refunded by the Principal to the Client without any further obligation on the part of Travelstart. Travelstart will CHARGE A FEE for processing the request for refund. Clients should refer to the “Refunds” section of these Conditions, as well as the cancellation provisions contained in the Principal’s Conditions or the Sites. Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition.


Please note that should you have booked a ticket with more than one flight (eg: CPT - JHB - MAU) you may only use your tickets in the sequence they were booked. If you do not check in for your first flight the Airline reserves the right to cancel all of the remaining flights on that ticket and your ticket will become invalid. You will not get any money refunded for parts of the tickets not used. 

The only option as per the airline is the refund of R 283.30  p/p an we are unable to override their conditions as we are bound by the airline regulations.

Kind Regards,
Melissa