1 reviews | Active since Feb 2010
Cancel flights without telephonic communication
<p>I booked flights for a family of 4 on Travelstart.com. The website confirmed the booking was made and that payment would be processed. For some reason the payment did not go through immediately and without hesitation Travelstart thought it good to merely cancel the flight booking while only sending a mail in the middle of the night to my email address. No effort to phone and let me know or enquire why and whether I am aware of it or not - MERELY CASNCELLED!! When I realised the money is still in my account I phoned them and they informed me the flights were cancelled. When I then rebooked, the flights were R5,000 more expensive! Thank ypu Travelstart for a pathetic service!!</p>
Dear Charl
Thank you for your feedback and for taking our call this evening.
As was discussed with you unfortunately if a booking declines after 22h00 in the evening, the bookings are cancelled and clients are advised to rebook as we can only guarantee a fare up till 23h59 on the day of booking. Unfortunately the new booking was made 3 days later as such the likely hood of the fare not being available anymore increases.
Our agent offered alternative departure dates at the same rate as the original booking, however as you have advised you are sadly unable to slightly amend the dates.
I will be in further contact with you tomorrow to discuss this with you.
Kind regards
Tamara Swart
Dear Charl
Thank you for your feedback and for taking our call this evening.
As was discussed with you unfortunately if a booking declines after 22h00 in the evening, the bookings are cancelled and clients are advised to rebook as we can only guarantee a fare up till 23h59 on the day of booking. Unfortunately the new booking was made 3 days later as such the likely hood of the fare not being available anymore increases.
Our agent offered alternative departure dates at the same rate as the original booking, however as you have advised you are sadly unable to slightly amend the dates.
I will be in further contact with you tomorrow to discuss this with you.
Kind regards
Tamara Swart
Hi Tamara, I waited for your call but you never made "contact with me tomorrow to dicuss this with me" as your mail claims. Yes, I booked 3 days later because your sms stated that the booking was being made and no sms was ever sent to state otherwise. IF the confirmation is sent by sms one would expect a change in plans to be sent via sms. Yes, you did offer other travel dates but would you then also refund me for accomodation made and paid for already and also refund connecting flights? Travel dates are not always flexible. If you cannot refund the difference I would think your PR division would at the very least offer Travelstart vouchers for the difference in order to buy some goodwill from your customers and to ensure my other bookings are made through Travelstart. I believe this is an opportunity lost as the flights are a mere fraction of the costs of such a trip. This is another example of a big business such as yourself not really caring about its customers' needs but sadly only about your profits.
Hi Tamara, I waited for your call but you never made "contact with me tomorrow to dicuss this with me" as your mail claims. Yes, I booked 3 days later because your sms stated that the booking was being made and no sms was ever sent to state otherwise. IF the confirmation is sent by sms one would expect a change in plans to be sent via sms. Yes, you did offer other travel dates but would you then also refund me for accomodation made and paid for already and also refund connecting flights? Travel dates are not always flexible. If you cannot refund the difference I would think your PR division would at the very least offer Travelstart vouchers for the difference in order to buy some goodwill from your customers and to ensure my other bookings are made through Travelstart. I believe this is an opportunity lost as the flights are a mere fraction of the costs of such a trip. This is another example of a big business such as yourself not really caring about its customers' needs but sadly only about your profits.