1 reviews | Active since Apr 2018
Cancelled Flights and Pathetic customer service
My friend and I were very excited to book our tickets to Rio de Janeiro. We received a fantastic deal from Travelstart on TAAG Airlines. 4 weeks before our scheduled departure date of 5 May, we received an email informing us that our flights have been cancelled and they offered us another flight for the 4th of May. I don't know how you usually do it, but I book my hotels and everything way ahead of time in order to get a spot and to benefit from lower rates. Travelstart takes about 10 minutes to answer their phones and they do not keep you in the loop. The whole process is causing way more stress than anything else. You are supposed to make life easier for your customers, not make their holidays a living nightmare
Hi there Johann,
I want to firstly start by saying thank you so very much for taking the time out of your busy schedule to write to us, about your experience.
As we do try to be customer centric and although there was a delay I do wish you would accept my apologies. After reading your comment above it became apparent that you are referring to an airline scheduled change, this is defined as: "Any modification to your flight's schedule prior to the date of departure. Due to the operational needs of each airline they often make changes to the flights they operate. These changes can range from a one minute delay all the way up to a completely cancelled flight" - this is unfortunately not regulated by the travel agency or there after controlled by the agency. It is an act solely conducted by the airline.
Your feedback is however key as this will help us better understand the clients perspective. I do also sincerely regret to hear that you were dissatisfied with the service provided by us, and I do understand the frustration with the long hold times. I have read and am deeply saddened by your Travelstart experience, wishing it would never happen to you or any other client again. If you could possibly provide me with your booking details in a private message I'd be more than happy to follow up for you.
Thank you once again for your comments Johann.
Kind regards,
Dino at Travelstart
Hi there Johann,
I want to firstly start by saying thank you so very much for taking the time out of your busy schedule to write to us, about your experience.
As we do try to be customer centric and although there was a delay I do wish you would accept my apologies. After reading your comment above it became apparent that you are referring to an airline scheduled change, this is defined as: "Any modification to your flight's schedule prior to the date of departure. Due to the operational needs of each airline they often make changes to the flights they operate. These changes can range from a one minute delay all the way up to a completely cancelled flight" - this is unfortunately not regulated by the travel agency or there after controlled by the agency. It is an act solely conducted by the airline.
Your feedback is however key as this will help us better understand the clients perspective. I do also sincerely regret to hear that you were dissatisfied with the service provided by us, and I do understand the frustration with the long hold times. I have read and am deeply saddened by your Travelstart experience, wishing it would never happen to you or any other client again. If you could possibly provide me with your booking details in a private message I'd be more than happy to follow up for you.
Thank you once again for your comments Johann.
Kind regards,
Dino at Travelstart
Completely understand Johann let me get on this for you and I'll revert back pressingly.
Kind regards,
Dino at Travelstart
Completely understand Johann let me get on this for you and I'll revert back pressingly.
Kind regards,
Dino at Travelstart