Bad bad service! Issue not resolved

On Saturday, 7 September 2019 at around 13h00 I mistakenly booked the incorrect flights on a Travelstart booking (***). The moment I realised my mistake I tried to contact Travelstart in order for them to stop the booking from being processed and actually being booked. I unfortunately had no luck as their the call centre number that I called ***) stated that they were closed as their trading hours are from 09h00 – 13h00 on Saturday’s and the email *** email would have been no help as it clearly states in an email from Travelstart that the email will only be checked during office hours – “While payments are processed on a daily basis, we are only able to check your emails during office hours. If you have any urgent enquiries or need to cancel or change your booking kindly contact the airline directly for a faster resolution” – I proceeded to contact British Airways as I could not get hold of Travelstart after their trading hours. A wonderful lady by the name of Joanne tried to assist me. Due to the fact that the flight was not as yet booked on their side, only reserved, I had no reference number but she managed to pick up my booking via my surname on Saturday right after I made the mistake and she flagged it on their site writing a note that my flight should not be processed and she advised me that Travelstart should not proceed with the booking that I have made. She also advised me that I need I will need to get in touch with you, which I did on Monday, 9 September 2019 around 8.30am. I was on hold for quite some time before an agent by the name of Melissa assisted me – she then advised me that it will cost around R5000 to change my flight, I felt that this was complete **************** on top of the R3206.00 I have already paid. I advised her that I will get back to her – up until this point and today I have not received an amended quote on which flight I will be changing to, yes a breakdown was sent but no other details of the flight was sent through – so I was going to changed a flight with no knowledge of when I’m flying and which flight I will be on. Further to that I requested that they send me a cancellation form and I have proceeded to cancel my flight and I will only be getting just over R500 of the R3206.00 that I have already spent. After cancelling the flight I felt that yet again this is **************** as I tried to correct the error the moment it happened. On Tuesday, 10 September 2019 I tried to get in touch with Travelstart yet again to try and sort out this mess as I feel I have been treated unfairly by the mistake that I made – I tried to correct it immediately and as they state if there is an emergency you need to get in touch with the airline itself – which I did. I spoke to an agent called Letitia and from telling her my situation I was placed on hold for 38 minutes, only for my call to be dropped. I phoned Travelstart immediately and another agent by the name of Stacey took my call, at this point in time I was completely not interested to explain everything yet again to another agent, she placed me on hold for another 12 minutes. I insisted that I would like to speak to Letitia as she was the one handling my matter at this point in time, Stacey took my details and told me that Letitia will be getting back to me – and sadly up until now, Thursday, 12 September 2019 I still have not received a call back from Letitia. When I called back later on in the afternoon on Tuesday (It was around 4pm) I was assisted by a gentleman called Ndalo, I requested to speak to a supervisor or manager as I have had no joy from any of the travel agents, he advised me that the supervisor/manager is busy. Again my details were taken and until now this manager has not called me. I then tried again on Wednesday, 11 September 2019 at around 12pm to get in touch with Travelstart to try and resolve this matter as no one from their side has bothered to get in touch with me. A gentleman by the name of Talent assisted me and yet again I had to tell him the entire story over again. I requested to speak to another manager/supervisor and due to the fact that the manager was busy he told me that an email was sent through to his manager, by the name of Dylan, and he as well has not gotten in touch with me.

I am appalled at the level of service that I have received from Travelstart – they are quick to take your money but slack in trying to resolve an issue that was done according to information provided by them.