1 reviews | Active since Mar 2013
Cancelled my booking on a weekend for partial payment outstanding - after receiving a booking confirmation
I had my flight automatically cancelled yesterday after a booking confirmation email was sent Friday afternoon at 5pm
I subsequently got a payment outstanding email on friday night at 8.58 pm statign that a portion of the ticket amount was still outstanding, which i didn't see until this morning (over the weekend).
I received no sms or other direct correspondence saying there was a payment issue and as you cam imagine i'm incredibly aggrieved that both my flights were cancelled after receiving your booking confirmation email and no other direct communication other than email that there was an issue.
I see on the subsequent emails one ticket was paid for while the other only partially paid - have both tickets been cancelled or only 1 ?
Also the BA promo that i bought has now expired- considering those flights were confirmed "booked" according to your system email - its really a challenging situation for me that you cancelled my booking on a weekend (not everyone checks there mails every day) without any other form of communication
This is not what I expect as service from a massive online travel agent such as you after having had many of good experiences and bo0kings through your website
Please reply direct as my whatsapp chats to you have not been responded to...
Thank you for reaching out to us.
I have checked the booking and can see that the payment failed for the second flight due to the bank rejecting the payment. We voided the outward flight and have requested a cc auth release on the card to have the funds transferred back to your account. Please note that we sent 2 payment failed emails as well as we attempted to send an sms which failed. The outward flight was voided to protect you and your funds should we have not received a revert from you. The flight was then only cancelled out Sunday evening as no response was received. Please note that the email provided to Travelstart was a personal email and you should have received the notifications that the payment was unsuccessful.
I am sorry for the inconvenience caused and I hope that you had managed to obtain an alternate ticket.
Wishing you a good day further.
Kind Regards,
Melissa
Thank you for reaching out to us.
I have checked the booking and can see that the payment failed for the second flight due to the bank rejecting the payment. We voided the outward flight and have requested a cc auth release on the card to have the funds transferred back to your account. Please note that we sent 2 payment failed emails as well as we attempted to send an sms which failed. The outward flight was voided to protect you and your funds should we have not received a revert from you. The flight was then only cancelled out Sunday evening as no response was received. Please note that the email provided to Travelstart was a personal email and you should have received the notifications that the payment was unsuccessful.
I am sorry for the inconvenience caused and I hope that you had managed to obtain an alternate ticket.
Wishing you a good day further.
Kind Regards,
Melissa
By the way the subsequent email for my booking confirmation at 17:33 was at 9pm (no one is reading emails then!) and may not be the whole weekend.
I found this whole service experience incredibly dissatisfying dealing with Travelstart. I've been subsequently told the reversal on my card will take 7-10 working days - more good news!
Would you actually like to offer your clients a higher level of service or rest on your excuses?
By the way the subsequent email for my booking confirmation at 17:33 was at 9pm (no one is reading emails then!) and may not be the whole weekend.
I found this whole service experience incredibly dissatisfying dealing with Travelstart. I've been subsequently told the reversal on my card will take 7-10 working days - more good news!
Would you actually like to offer your clients a higher level of service or rest on your excuses?