UO
Ursula O'Neill
1 reviews | Active since Aug 2013
25 Apr 2019, 11:00
bad customer service!!!!
On arriving at OR Tambo on Monday 22/04/2019 at 4:30 am. I was told by the Mango consultant that my flight is delayed by 2 hours, she asked me if I was notified of this. No I was not!!!!! Why was I not notified of this via sms or other means. I went to the customer service desk to ask why I was not informed of this and they verified my contact details were correct!!! Why was I not notified of the delay when you were aware that the plane was grounded the night before my flight. Travelstart have cost me a patient. Travelstart have incurred extra costs on my side, if I was notified I could have made alternative arrangements to get tot he airport instead of catching an UBA at 3am in the morning. This is unacceptable. Why was I not notified!!!!
Helpful (0)
Replies (3)0
Replies (3)
Travelstart's replyOfficial
25 Apr 2019, 12:12 Good Day Ursula,
Thank you for your feedback. I am sincerely sorry to hear that you have not been notified of the schedule change.
Please note schedule changes occur quite frequently in the air transportation industry due to various reasons such as international airspace agreements, statistical data on route profitability etc, routes and flight times might have to be cancelled or changed. Airlines therefore cannot guarantee their timetables and this is the reason the IATA Conditions of Contract was drafted - which basically stipulates that airlines guarantee to transport clients from A - B but do not guarantee their time tables. Each airline also has their own Terms of Conditions and procedures where schedule changes are concerned.
We have investigated your query along side Mango and have noted that the change that occurred last minute. In the event of a last minute schedule change / delay it is the airlines responsibility to assist the passenger at the airport in order to remedy the inconvenience that has been caused. As advised, the matter as per your feedback was investigated with mango, who has confirmed that an SMS notification was sent to *** as per the contact details provided.
On behalf of the airline we would like to apologize for any inconvenience that has been caused and hope for your understanding. Please note that we as the Travel agency are only able to assist as per the directive given to us by the airline.
Should you have any further concerns you may contact us on *** and we will assist further. We trust the above is in order.
Kind regards,
Dillon at Travelstart
Thank you for your feedback. I am sincerely sorry to hear that you have not been notified of the schedule change.
Please note schedule changes occur quite frequently in the air transportation industry due to various reasons such as international airspace agreements, statistical data on route profitability etc, routes and flight times might have to be cancelled or changed. Airlines therefore cannot guarantee their timetables and this is the reason the IATA Conditions of Contract was drafted - which basically stipulates that airlines guarantee to transport clients from A - B but do not guarantee their time tables. Each airline also has their own Terms of Conditions and procedures where schedule changes are concerned.
We have investigated your query along side Mango and have noted that the change that occurred last minute. In the event of a last minute schedule change / delay it is the airlines responsibility to assist the passenger at the airport in order to remedy the inconvenience that has been caused. As advised, the matter as per your feedback was investigated with mango, who has confirmed that an SMS notification was sent to *** as per the contact details provided.
On behalf of the airline we would like to apologize for any inconvenience that has been caused and hope for your understanding. Please note that we as the Travel agency are only able to assist as per the directive given to us by the airline.
Should you have any further concerns you may contact us on *** and we will assist further. We trust the above is in order.
Kind regards,
Dillon at Travelstart
Travelstart's reply25 Apr 2019, 12:12
Official
Good Day Ursula,
Thank you for your feedback. I am sincerely sorry to hear that you have not been notified of the schedule change.
Please note schedule changes occur quite frequently in the air transportation industry due to various reasons such as international airspace agreements, statistical data on route profitability etc, routes and flight times might have to be cancelled or changed. Airlines therefore cannot guarantee their timetables and this is the reason the IATA Conditions of Contract was drafted - which basically stipulates that airlines guarantee to transport clients from A - B but do not guarantee their time tables. Each airline also has their own Terms of Conditions and procedures where schedule changes are concerned.
We have investigated your query along side Mango and have noted that the change that occurred last minute. In the event of a last minute schedule change / delay it is the airlines responsibility to assist the passenger at the airport in order to remedy the inconvenience that has been caused. As advised, the matter as per your feedback was investigated with mango, who has confirmed that an SMS notification was sent to *** as per the contact details provided.
On behalf of the airline we would like to apologize for any inconvenience that has been caused and hope for your understanding. Please note that we as the Travel agency are only able to assist as per the directive given to us by the airline.
Should you have any further concerns you may contact us on *** and we will assist further. We trust the above is in order.
Kind regards,
Dillon at Travelstart
Thank you for your feedback. I am sincerely sorry to hear that you have not been notified of the schedule change.
Please note schedule changes occur quite frequently in the air transportation industry due to various reasons such as international airspace agreements, statistical data on route profitability etc, routes and flight times might have to be cancelled or changed. Airlines therefore cannot guarantee their timetables and this is the reason the IATA Conditions of Contract was drafted - which basically stipulates that airlines guarantee to transport clients from A - B but do not guarantee their time tables. Each airline also has their own Terms of Conditions and procedures where schedule changes are concerned.
We have investigated your query along side Mango and have noted that the change that occurred last minute. In the event of a last minute schedule change / delay it is the airlines responsibility to assist the passenger at the airport in order to remedy the inconvenience that has been caused. As advised, the matter as per your feedback was investigated with mango, who has confirmed that an SMS notification was sent to *** as per the contact details provided.
On behalf of the airline we would like to apologize for any inconvenience that has been caused and hope for your understanding. Please note that we as the Travel agency are only able to assist as per the directive given to us by the airline.
Should you have any further concerns you may contact us on *** and we will assist further. We trust the above is in order.
Kind regards,
Dillon at Travelstart
UO
Ursula O'Neill's updateReviewer Update
25 Apr 2019, 12:40(the matter as per your feedback was investigated with mango, who has confirmed that an SMS notification was sent to ********** 282 as per the contact details provided). No I did not receive any sms!, please ask them to send you proof as Customer Service Desk said it was Travelstart that had to send sms.
UO
Ursula O'Neill's update25 Apr 2019, 12:40
Reviewer Update
(the matter as per your feedback was investigated with mango, who has confirmed that an SMS notification was sent to ********** 282 as per the contact details provided). No I did not receive any sms!, please ask them to send you proof as Customer Service Desk said it was Travelstart that had to send sms.
Travelstart's replyOfficial
25 Apr 2019, 13:29Good afternoon Ursula
I had contacted Mango and advised them of your request and the consultant who assisted me, has assured me that they will request this information from their IT department and get back to me ASAP.
We will be in contact as soon as we get feedback from Mango.
Kind regards,
Melony at Travelstart
I had contacted Mango and advised them of your request and the consultant who assisted me, has assured me that they will request this information from their IT department and get back to me ASAP.
We will be in contact as soon as we get feedback from Mango.
Kind regards,
Melony at Travelstart
Travelstart's reply25 Apr 2019, 13:29
Official
Good afternoon Ursula
I had contacted Mango and advised them of your request and the consultant who assisted me, has assured me that they will request this information from their IT department and get back to me ASAP.
We will be in contact as soon as we get feedback from Mango.
Kind regards,
Melony at Travelstart
I had contacted Mango and advised them of your request and the consultant who assisted me, has assured me that they will request this information from their IT department and get back to me ASAP.
We will be in contact as soon as we get feedback from Mango.
Kind regards,
Melony at Travelstart