1 reviews | Active since Jun 2021
Completely useless customer service
We are having an absolutely atrocious time dealing with Travelstart. We have had our flights cancelled on both ends of our trip by the airline and trying to get our flights rebooked has been a nightmare that is still ongoing. Their customer service is basically nonexistent and they do not have a phone number so you can never actually speak to anyone. Dealing with them over WhatsApp is beyond frustrating and for the most part the agent tells you whatever they need to get you off the line but almost never follows through. For our departure flight it took them weeks to get new flight options to us after following up countless times and wasting hours. We finally got that resolved and made it to our destination a day late. Now our return flight has been cancelled and we were told they would be sending new departure options to us for a later date. Again, it has been over two weeks and we are still waiting for the new options. I followed up 4 days ago stating I urgently needed to let my employer know when I will be back or I will lose my job. I was told our case was marked as urgent and they would get back to us ASAP, however still nothing. We are still stranded and are desperately trying to get the airline to help us directly as we are running out of time. Do yourself a huge favour and do NOT book with them unless you want a Home Affairs style travel experience.
Thank you for reaching out to us.
I have checked the booking and can see that an agent has been in contact with the airline and have asked them to confirm an option we have in mind. We are currently waiting for the airline approval and once they revert back to us we will be able to advise you of the new flights. Please note that we are governed by the airline regulations and we are unable to confirm any flights without their authorisation. I can see that we have been working on your booking since June 9 and we have sent emails to the hotmail address in the booking. Please advise if you would like us to update the booking with an alternative email address if you have not received any emails in revert to your queries. Please also advise a convenient time to contact you as we are on different time zones.
Please note that we have changed over to a WhatsApp service and this works very well. The reason for the change is that 1 agent can handle 5 passengers at a time where as on a call 1 agent can only assist 1 passenger and the waiting period is thus increased even more when needing assistance.
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 an agent has been in contact with the airline and have asked them to confirm an option we have in mind. We are currently waiting for the airline approval and once they revert back to us we will be able to advise you of the new flights. Please note that we are governed by the airline regulations and we are unable to confirm any flights without their authorisation. I can see that we have been working on your booking since June 9 and we have sent emails to the hotmail address in the booking. Please advise if you would like us to update the booking with an alternative email address if you have not received any emails in revert to your queries. Please also advise a convenient time to contact you as we are on different time zones.
Please note that we have changed over to a WhatsApp service and this works very well. The reason for the change is that 1 agent can handle 5 passengers at a time where as on a call 1 agent can only assist 1 passenger and the waiting period is thus increased even more when needing assistance.
Wishing you a good day further.
Kind Regards,
Melissa
Thank you for responding. We have resolved this directly with the airline and rebooked our flights ourselves. Please do not complicate this situation further by requesting new dates. My husband checks his emails daily and has responded to all communication from Travelstart immediately. The only emails we have gotten over the past two weeks are stating you are contacting the airlines and will get back to us. Never any alternative flight options for us to chose from.
No your WhatsApp service does not work well. Taking weeks and weeks to rebook a cancelled flight through Travelstart is completely unacceptable when we did it ourselves in an hour on the phone with the airline. If your customer service acted as quickly as you do responding to public negative reviews you might actually be a great company. We will never use Travelstart again.
Thank you for responding. We have resolved this directly with the airline and rebooked our flights ourselves. Please do not complicate this situation further by requesting new dates. My husband checks his emails daily and has responded to all communication from Travelstart immediately. The only emails we have gotten over the past two weeks are stating you are contacting the airlines and will get back to us. Never any alternative flight options for us to chose from.
No your WhatsApp service does not work well. Taking weeks and weeks to rebook a cancelled flight through Travelstart is completely unacceptable when we did it ourselves in an hour on the phone with the airline. If your customer service acted as quickly as you do responding to public negative reviews you might actually be a great company. We will never use Travelstart again.