SW
Scott W
1 reviews | Active since Sept 2019
12 Dec 2020, 22:49
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I would give less than 1 star if I could. First of all, you wait over an hour just to speak to consultant, thats if you don't get cut off after being asked to Press 2 to continue holding.... Book a flight, pay the the insurance for a flight change, and then get told the insurance "option" you chose is only for medical reasons. Funny that when there were no other "options". You either take the insurance or you don't. Come time to change a flight (which is R10k cheaper than the original flight), and they want to charge R5000 for the change, only to be told my emirates that they dont charge for changes unless the new flight is more expensive than the initial flight. They then try and rush you into accepting their ******* quote by warning of forfeiture if you don't confirm within 24 hrs of your flight, yet the airline accepts changes within 5 hours of international flights.
Travelstart makes their money on charges that should not legally exist. Don't take their bull**** lying down. Contact the airline in question, explain the situation and you will realise that Travelstart acts outside most of the airlines guidelines. I am surprised they have not had the ombudsman on their case yet.
I tried to fire them as my travel agent. Sadly that was not cometely possible, however, I was able to cancel my flight directly with Emirates, and I will not be paying a cent for changing to a cheaper flight. Travelstart, stop being a ****, and be lekker for a change.
Helpful (0)
Replies (2)0
Replies (2)
Travelstart's replyOfficial
13 Dec 2020, 11:35 Good Day Scott,
Thanks for reaching out and sorry for the struggle in trying to reach us. Due to Covid we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason there is a delay in answering calls.
We also offer the option for our customers to reach us via our Online Contact form: https://www.travelstart.co.za/lp/contact-us Our emails are managed 7 days a week.
Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Looking at your booking, you have purchased Comprehensive Travel Insurance and as well as the 10 Day - Travel Insurance. As per the Terms & Conditions, these policies purchased do not cover date changes.
Regarding the amendment quote emailed for your new dates of travel, as Travelstart acts as an agent for the airline we are bound by the airlines rules and need to quote according to their directives which they have provided us. The airlines sit with the funds of the ticket and Travelstart is governed by all airline policies and I'm afraid we are not permitted to waiver any of them. Whatever the airline change fees are, our amendments team need to quote accordingly.
Looking at your ticket it was purchased on the 1st October 2020. Emirates latest policy for tickets purchased from October 2020 onwards are as follows:
"If seats are not available in the same booking class, applicable fare difference to the higher booking class to be charged. No reissue fee to be collected. If passenger wishes to rebook/reissue to another region, no reissue fee to be collected, however fare difference will need to be collected.""
The difference in fare and takes go directly to the airline, and I'm afraid we are not permitted to wavier these fees.
We have requested that our refunds team email you a refund quote. Should you wish to accept the refund quote please follow the link provided.
A call back will be provided should you have any other questions.
Kind Regards,
Travelstart
Thanks for reaching out and sorry for the struggle in trying to reach us. Due to Covid we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason there is a delay in answering calls.
We also offer the option for our customers to reach us via our Online Contact form: https://www.travelstart.co.za/lp/contact-us Our emails are managed 7 days a week.
Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Looking at your booking, you have purchased Comprehensive Travel Insurance and as well as the 10 Day - Travel Insurance. As per the Terms & Conditions, these policies purchased do not cover date changes.
Regarding the amendment quote emailed for your new dates of travel, as Travelstart acts as an agent for the airline we are bound by the airlines rules and need to quote according to their directives which they have provided us. The airlines sit with the funds of the ticket and Travelstart is governed by all airline policies and I'm afraid we are not permitted to waiver any of them. Whatever the airline change fees are, our amendments team need to quote accordingly.
Looking at your ticket it was purchased on the 1st October 2020. Emirates latest policy for tickets purchased from October 2020 onwards are as follows:
"If seats are not available in the same booking class, applicable fare difference to the higher booking class to be charged. No reissue fee to be collected. If passenger wishes to rebook/reissue to another region, no reissue fee to be collected, however fare difference will need to be collected.""
The difference in fare and takes go directly to the airline, and I'm afraid we are not permitted to wavier these fees.
We have requested that our refunds team email you a refund quote. Should you wish to accept the refund quote please follow the link provided.
A call back will be provided should you have any other questions.
Kind Regards,
Travelstart
Travelstart's reply13 Dec 2020, 11:35
Official
Good Day Scott,
Thanks for reaching out and sorry for the struggle in trying to reach us. Due to Covid we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason there is a delay in answering calls.
We also offer the option for our customers to reach us via our Online Contact form: https://www.travelstart.co.za/lp/contact-us Our emails are managed 7 days a week.
Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Looking at your booking, you have purchased Comprehensive Travel Insurance and as well as the 10 Day - Travel Insurance. As per the Terms & Conditions, these policies purchased do not cover date changes.
Regarding the amendment quote emailed for your new dates of travel, as Travelstart acts as an agent for the airline we are bound by the airlines rules and need to quote according to their directives which they have provided us. The airlines sit with the funds of the ticket and Travelstart is governed by all airline policies and I'm afraid we are not permitted to waiver any of them. Whatever the airline change fees are, our amendments team need to quote accordingly.
Looking at your ticket it was purchased on the 1st October 2020. Emirates latest policy for tickets purchased from October 2020 onwards are as follows:
"If seats are not available in the same booking class, applicable fare difference to the higher booking class to be charged. No reissue fee to be collected. If passenger wishes to rebook/reissue to another region, no reissue fee to be collected, however fare difference will need to be collected.""
The difference in fare and takes go directly to the airline, and I'm afraid we are not permitted to wavier these fees.
We have requested that our refunds team email you a refund quote. Should you wish to accept the refund quote please follow the link provided.
A call back will be provided should you have any other questions.
Kind Regards,
Travelstart
Thanks for reaching out and sorry for the struggle in trying to reach us. Due to Covid we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason there is a delay in answering calls.
We also offer the option for our customers to reach us via our Online Contact form: https://www.travelstart.co.za/lp/contact-us Our emails are managed 7 days a week.
Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Looking at your booking, you have purchased Comprehensive Travel Insurance and as well as the 10 Day - Travel Insurance. As per the Terms & Conditions, these policies purchased do not cover date changes.
Regarding the amendment quote emailed for your new dates of travel, as Travelstart acts as an agent for the airline we are bound by the airlines rules and need to quote according to their directives which they have provided us. The airlines sit with the funds of the ticket and Travelstart is governed by all airline policies and I'm afraid we are not permitted to waiver any of them. Whatever the airline change fees are, our amendments team need to quote accordingly.
Looking at your ticket it was purchased on the 1st October 2020. Emirates latest policy for tickets purchased from October 2020 onwards are as follows:
"If seats are not available in the same booking class, applicable fare difference to the higher booking class to be charged. No reissue fee to be collected. If passenger wishes to rebook/reissue to another region, no reissue fee to be collected, however fare difference will need to be collected.""
The difference in fare and takes go directly to the airline, and I'm afraid we are not permitted to wavier these fees.
We have requested that our refunds team email you a refund quote. Should you wish to accept the refund quote please follow the link provided.
A call back will be provided should you have any other questions.
Kind Regards,
Travelstart
Travelstart's replyOfficial
13 Dec 2020, 12:19Thank you for taking my call earlier and I sincerely regret to hear that you were dissatisfied with the service provided by Travelstart when it came to a change request.
As discussed the change fee quoted will always be according to the seat and fare availability on the requested date and/or time. Our Amendments team recalculates the fare according to the availability and the fare restrictions regarding applicable change fees and upgrades, where required.
Fares are quite complicated and fare displays depend entirely on the airline seat availability per booking class(fare class) at the time that a search/request is done. A fare that is available now may not be available in a minute's time due to the fact that the reservations system is available to all airlines and travel agents worldwide. There is therefore a constant flux of seats being taken due to being sold and seats being released due to booking cancellations.
Once a ticket is purchased the fare restrictions become applicable. So even if a week later, due to the reasons explained above, a cheaper fare becomes available we cannot downsell to that fare because we need to take the fare restrictions into consideration when making changes.
As discussed we will wait for the email from Emirates and our team lead will be in contact with you on Monday to address your concerns over the phone. A call back has been requested for 12pm.
Kind Regards,
Travelstart
As discussed the change fee quoted will always be according to the seat and fare availability on the requested date and/or time. Our Amendments team recalculates the fare according to the availability and the fare restrictions regarding applicable change fees and upgrades, where required.
Fares are quite complicated and fare displays depend entirely on the airline seat availability per booking class(fare class) at the time that a search/request is done. A fare that is available now may not be available in a minute's time due to the fact that the reservations system is available to all airlines and travel agents worldwide. There is therefore a constant flux of seats being taken due to being sold and seats being released due to booking cancellations.
Once a ticket is purchased the fare restrictions become applicable. So even if a week later, due to the reasons explained above, a cheaper fare becomes available we cannot downsell to that fare because we need to take the fare restrictions into consideration when making changes.
As discussed we will wait for the email from Emirates and our team lead will be in contact with you on Monday to address your concerns over the phone. A call back has been requested for 12pm.
Kind Regards,
Travelstart
Travelstart's reply13 Dec 2020, 12:19
Official
Thank you for taking my call earlier and I sincerely regret to hear that you were dissatisfied with the service provided by Travelstart when it came to a change request.
As discussed the change fee quoted will always be according to the seat and fare availability on the requested date and/or time. Our Amendments team recalculates the fare according to the availability and the fare restrictions regarding applicable change fees and upgrades, where required.
Fares are quite complicated and fare displays depend entirely on the airline seat availability per booking class(fare class) at the time that a search/request is done. A fare that is available now may not be available in a minute's time due to the fact that the reservations system is available to all airlines and travel agents worldwide. There is therefore a constant flux of seats being taken due to being sold and seats being released due to booking cancellations.
Once a ticket is purchased the fare restrictions become applicable. So even if a week later, due to the reasons explained above, a cheaper fare becomes available we cannot downsell to that fare because we need to take the fare restrictions into consideration when making changes.
As discussed we will wait for the email from Emirates and our team lead will be in contact with you on Monday to address your concerns over the phone. A call back has been requested for 12pm.
Kind Regards,
Travelstart
As discussed the change fee quoted will always be according to the seat and fare availability on the requested date and/or time. Our Amendments team recalculates the fare according to the availability and the fare restrictions regarding applicable change fees and upgrades, where required.
Fares are quite complicated and fare displays depend entirely on the airline seat availability per booking class(fare class) at the time that a search/request is done. A fare that is available now may not be available in a minute's time due to the fact that the reservations system is available to all airlines and travel agents worldwide. There is therefore a constant flux of seats being taken due to being sold and seats being released due to booking cancellations.
Once a ticket is purchased the fare restrictions become applicable. So even if a week later, due to the reasons explained above, a cheaper fare becomes available we cannot downsell to that fare because we need to take the fare restrictions into consideration when making changes.
As discussed we will wait for the email from Emirates and our team lead will be in contact with you on Monday to address your concerns over the phone. A call back has been requested for 12pm.
Kind Regards,
Travelstart