TM
Tebogo M
1 reviews | Active since Oct 2019
29 Dec 2025, 13:47
Extremely Disappointed – Airline Changed Without My Consent
I am extremely disappointed with my experience booking through Travelstart. I specifically booked my flight to Maputo with South African Airways (SAA) because I am very uncomfortable flying and I am extremely selective about which airlines I use for this reason. Without my knowledge or consent, my flight was somehow changed to CemAir (or a similar airline), and I was never informed of this change beforehand. The aircraft I was placed on was in a very poor condition and honestly felt like something from the 1800s. This caused me significant anxiety and discomfort, and had I known about this change in advance, I would never have agreed to it. What upsets me most is the complete lack of communication. At no point was I notified that my airline would be changed. This is unacceptable, especially when customers make airline choices based on comfort, safety perception, and personal circumstances. Because of this experience, I refuse to fly back to South Africa on the return leg under these conditions. I am formally requesting a refund of my return flight so that I can book a proper flight with an airline I feel safe and comfortable flying with. This experience has left me very dissatisfied, and I hope Travelstart takes responsibility for changing my booking without notification and resolves this matter urgently.
Helpful (0)
Replies (11)0
Replies (11)
Travelstart's replyOfficial
29 Dec 2025, 14:24Hi there, Tebogo.
Thank you for taking the time to share your feedback with us. The matter has been escalated to our schedule changes team for investigation and they will be in contact.
Thank you for taking the time to share your feedback with us. The matter has been escalated to our schedule changes team for investigation and they will be in contact.
Travelstart's reply29 Dec 2025, 14:24
Official
Hi there, Tebogo.
Thank you for taking the time to share your feedback with us. The matter has been escalated to our schedule changes team for investigation and they will be in contact.
Thank you for taking the time to share your feedback with us. The matter has been escalated to our schedule changes team for investigation and they will be in contact.
TM
Tebogo M's updateReviewer Update
29 Dec 2025, 16:53I am beyond frustrated with Travelstart and how this situation is being handled.Travelstart is now saying my flights are non-refundable because the airline’s policy does not allow refunds, and that they “cannot override the airline.” This is completely unacceptable. I did not book with CemAir. I booked with Travelstart, under the clear impression that I was flying with South African Airways (SAA).At no point was I informed that my airline would be changed. Had I known, I would never have proceeded with this booking. I was charged a significant amount of money for what I believed was an SAA flight, only to be placed on a tiny aircraft with less than 50 seats, a propeller that looks like a ceiling fan, and an overall experience that feels like being in a tin can in the sky.I am extremely uncomfortable flying, which is exactly why I am very careful about the airlines I choose. Travelstart completely ignored this by switching airlines without notice and then hiding behind airline policies when I requested a refund.This feels like a bait-and-switch. It’s like paying for a luxury car and being handed a bicycle instead — and then being told “sorry, the bicycle shop doesn’t do refunds.”What makes this worse is that Travelstart seems to have zero concern for customer comfort, transparency, or safety perception. Their response makes it clear that once they have your money, you are on your own.I want to warn others very clearly: never, ever book through Travelstart. Based on my experience, they will happily take your money, change your airline without proper notification, and then refuse to help you when things go wrong. They do not care about your comfort, your peace of mind, or your flying anxiety.I am once again demanding a refund of my return flight, as I refuse to fly back under these conditions. This entire experience has been shocking and deeply disappointing.
TM
Tebogo M's update29 Dec 2025, 16:53
Reviewer Update
I am beyond frustrated with Travelstart and how this situation is being handled.Travelstart is now saying my flights are non-refundable because the airline’s policy does not allow refunds, and that they “cannot override the airline.” This is completely unacceptable. I did not book with CemAir. I booked with Travelstart, under the clear impression that I was flying with South African Airways (SAA).At no point was I informed that my airline would be changed. Had I known, I would never have proceeded with this booking. I was charged a significant amount of money for what I believed was an SAA flight, only to be placed on a tiny aircraft with less than 50 seats, a propeller that looks like a ceiling fan, and an overall experience that feels like being in a tin can in the sky.I am extremely uncomfortable flying, which is exactly why I am very careful about the airlines I choose. Travelstart completely ignored this by switching airlines without notice and then hiding behind airline policies when I requested a refund.This feels like a bait-and-switch. It’s like paying for a luxury car and being handed a bicycle instead — and then being told “sorry, the bicycle shop doesn’t do refunds.”What makes this worse is that Travelstart seems to have zero concern for customer comfort, transparency, or safety perception. Their response makes it clear that once they have your money, you are on your own.I want to warn others very clearly: never, ever book through Travelstart. Based on my experience, they will happily take your money, change your airline without proper notification, and then refuse to help you when things go wrong. They do not care about your comfort, your peace of mind, or your flying anxiety.I am once again demanding a refund of my return flight, as I refuse to fly back under these conditions. This entire experience has been shocking and deeply disappointing.
TM
Tebogo M's updateReviewer Update
29 Dec 2025, 17:22Not only my return flight but I need my departure flight refunded as well because I didn’t pay for that. I was ****** and ****med. I wish I could upload images so you can judge for yourself as the consumer, so you could ask yourself if you’d pay for such. I want to take legal action in fact because this is ridiculous
TM
Tebogo M's update29 Dec 2025, 17:22
Reviewer Update
Not only my return flight but I need my departure flight refunded as well because I didn’t pay for that. I was ****** and ****med. I wish I could upload images so you can judge for yourself as the consumer, so you could ask yourself if you’d pay for such. I want to take legal action in fact because this is ridiculous
TM
Tebogo M's updateReviewer Update
29 Dec 2025, 19:16As if this situation couldn’t get any worse, I have now received a call from someone in Travelstart support, a woman named Ruth (as she introduced herself). Instead of showing any empathy or understanding, she was rude, dismissive, and spoke to me as if I was at fault for a situation entirely created by Travelstart.There was no sympathy whatsoever for the fact that my airline was changed without my knowledge, that I am uncomfortable flying, or that I paid a substantial amount of money for three passengers expecting a completely different airline experience. I was essentially lectured and made to feel like I was being unreasonable for questioning this.At no point did she acknowledge that I was wronged as a customer. No accountability. No apology. Just defensiveness and attitude.I honestly wish I could upload a photo of that aircraft to show people exactly what we were placed on. The contrast between what I paid for and what I received is shocking. I paid a premium price believing I was flying with SAA, only to end up on a tiny propeller aircraft that feels unsafe and deeply uncomfortable. The treatment we received afterward only made things worse.Paying a lot of money for three people and then being spoken to like this is unacceptable. Travelstart’s customer service clearly does not care about customer experience, comfort, or dignity once payment has been made.This entire ordeal — from the undisclosed airline change, to the refusal to refund, to the rude and unsympathetic support call — has completely destroyed any trust I had in Travelstart.Once again, I am requesting a refund. More importantly, I am warning others: think very carefully before booking through Travelstart, because if something goes wrong, you may be met with indifference and disrespect instead of help.
TM
Tebogo M's update29 Dec 2025, 19:16
Reviewer Update
As if this situation couldn’t get any worse, I have now received a call from someone in Travelstart support, a woman named Ruth (as she introduced herself). Instead of showing any empathy or understanding, she was rude, dismissive, and spoke to me as if I was at fault for a situation entirely created by Travelstart.There was no sympathy whatsoever for the fact that my airline was changed without my knowledge, that I am uncomfortable flying, or that I paid a substantial amount of money for three passengers expecting a completely different airline experience. I was essentially lectured and made to feel like I was being unreasonable for questioning this.At no point did she acknowledge that I was wronged as a customer. No accountability. No apology. Just defensiveness and attitude.I honestly wish I could upload a photo of that aircraft to show people exactly what we were placed on. The contrast between what I paid for and what I received is shocking. I paid a premium price believing I was flying with SAA, only to end up on a tiny propeller aircraft that feels unsafe and deeply uncomfortable. The treatment we received afterward only made things worse.Paying a lot of money for three people and then being spoken to like this is unacceptable. Travelstart’s customer service clearly does not care about customer experience, comfort, or dignity once payment has been made.This entire ordeal — from the undisclosed airline change, to the refusal to refund, to the rude and unsympathetic support call — has completely destroyed any trust I had in Travelstart.Once again, I am requesting a refund. More importantly, I am warning others: think very carefully before booking through Travelstart, because if something goes wrong, you may be met with indifference and disrespect instead of help.
Travelstart's replyOfficial
30 Dec 2025, 09:22Good Morning, Tebogo.
We are sorry to hear of your frustration with your travel experience and the way that you feel the matter has been handled.
The facts of the matter, however, are as follows:
The SAA flight that you had booked on the Travelstart website clearly stated that it was operated by LAM - Linhas Aereas de Mozambique on the search results page where you select which flights you wish to book. While SAA does offer tickets on the Johannesburg - Maputo route, they themselves do not operate their own aircraft on that route. Instead, they have a codeshare agreement with LAM where SAA has a certain number of seats per LAM flight that are sold as SAA tickets. Therefore there was no airline change made on the day and the LAM flight operated as scheduled.
Please note that on the ticket email you received, the itinerary for your flights were displayed and it again clearly stated that the SAA flights were operated by LAM. I include the relevant excerpt from that email. I have redacted part of the Travelstart booking reference, ticket numbers and check in reference for security proposes:
Your Booking
Your Travelstart booking ***
Ticket number: 083-507***X301, 083-507***X302, 083-507***X303
Booked on: Sat, 20 Dec 2025
Itinerary
Johannesburg to Maputo
Johannesburg
O.R. Tambo International
Mon, 29 Dec 2025, 08:50 | South African Airways SA7100
Economy | Maputo
Maputo
Mon, 29 Dec 2025, 10:00
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Johannesburg to Maputo:
7kg hand baggage for each traveller
2 x 23kg for each traveller
Maputo to Johannesburg
Maputo
Maputo
Sat, 03 Jan 2026, 06:55 | South African Airways SA7092
Economy | Johannesburg
O.R. Tambo International
Sat, 03 Jan 2026, 08:05
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Maputo to Johannesburg:
7kg hand baggage for each traveller
2 x 23kg for each traveller
As such, the refund quote provided to you is based on the airline fare rules and policies and the tickets are unfortunately not refundable. As you have been previously advised, we as the travel agency are bound by the airlines rules and policies and are not able to override them.
While we sympathise with your experience, please note that the flights booked via our website and the flight travelled on were exactly those that were selected by the booker.
You do make mention of CemAir. If you have documentation (ie boarding passes) showing that you travelled on an airline other than SAA or LAM, please email this along with your Travelstart booking reference on to *** so that we can investigate this.
We are sorry to hear of your frustration with your travel experience and the way that you feel the matter has been handled.
The facts of the matter, however, are as follows:
The SAA flight that you had booked on the Travelstart website clearly stated that it was operated by LAM - Linhas Aereas de Mozambique on the search results page where you select which flights you wish to book. While SAA does offer tickets on the Johannesburg - Maputo route, they themselves do not operate their own aircraft on that route. Instead, they have a codeshare agreement with LAM where SAA has a certain number of seats per LAM flight that are sold as SAA tickets. Therefore there was no airline change made on the day and the LAM flight operated as scheduled.
Please note that on the ticket email you received, the itinerary for your flights were displayed and it again clearly stated that the SAA flights were operated by LAM. I include the relevant excerpt from that email. I have redacted part of the Travelstart booking reference, ticket numbers and check in reference for security proposes:
Your Booking
Your Travelstart booking ***
Ticket number: 083-507***X301, 083-507***X302, 083-507***X303
Booked on: Sat, 20 Dec 2025
Itinerary
Johannesburg to Maputo
Johannesburg
O.R. Tambo International
Mon, 29 Dec 2025, 08:50 | South African Airways SA7100
Economy | Maputo
Maputo
Mon, 29 Dec 2025, 10:00
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Johannesburg to Maputo:
7kg hand baggage for each traveller
2 x 23kg for each traveller
Maputo to Johannesburg
Maputo
Maputo
Sat, 03 Jan 2026, 06:55 | South African Airways SA7092
Economy | Johannesburg
O.R. Tambo International
Sat, 03 Jan 2026, 08:05
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Maputo to Johannesburg:
7kg hand baggage for each traveller
2 x 23kg for each traveller
As such, the refund quote provided to you is based on the airline fare rules and policies and the tickets are unfortunately not refundable. As you have been previously advised, we as the travel agency are bound by the airlines rules and policies and are not able to override them.
While we sympathise with your experience, please note that the flights booked via our website and the flight travelled on were exactly those that were selected by the booker.
You do make mention of CemAir. If you have documentation (ie boarding passes) showing that you travelled on an airline other than SAA or LAM, please email this along with your Travelstart booking reference on to *** so that we can investigate this.
Travelstart's reply30 Dec 2025, 09:22
Official
Good Morning, Tebogo.
We are sorry to hear of your frustration with your travel experience and the way that you feel the matter has been handled.
The facts of the matter, however, are as follows:
The SAA flight that you had booked on the Travelstart website clearly stated that it was operated by LAM - Linhas Aereas de Mozambique on the search results page where you select which flights you wish to book. While SAA does offer tickets on the Johannesburg - Maputo route, they themselves do not operate their own aircraft on that route. Instead, they have a codeshare agreement with LAM where SAA has a certain number of seats per LAM flight that are sold as SAA tickets. Therefore there was no airline change made on the day and the LAM flight operated as scheduled.
Please note that on the ticket email you received, the itinerary for your flights were displayed and it again clearly stated that the SAA flights were operated by LAM. I include the relevant excerpt from that email. I have redacted part of the Travelstart booking reference, ticket numbers and check in reference for security proposes:
Your Booking
Your Travelstart booking ***
Ticket number: 083-507***X301, 083-507***X302, 083-507***X303
Booked on: Sat, 20 Dec 2025
Itinerary
Johannesburg to Maputo
Johannesburg
O.R. Tambo International
Mon, 29 Dec 2025, 08:50 | South African Airways SA7100
Economy | Maputo
Maputo
Mon, 29 Dec 2025, 10:00
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Johannesburg to Maputo:
7kg hand baggage for each traveller
2 x 23kg for each traveller
Maputo to Johannesburg
Maputo
Maputo
Sat, 03 Jan 2026, 06:55 | South African Airways SA7092
Economy | Johannesburg
O.R. Tambo International
Sat, 03 Jan 2026, 08:05
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Maputo to Johannesburg:
7kg hand baggage for each traveller
2 x 23kg for each traveller
As such, the refund quote provided to you is based on the airline fare rules and policies and the tickets are unfortunately not refundable. As you have been previously advised, we as the travel agency are bound by the airlines rules and policies and are not able to override them.
While we sympathise with your experience, please note that the flights booked via our website and the flight travelled on were exactly those that were selected by the booker.
You do make mention of CemAir. If you have documentation (ie boarding passes) showing that you travelled on an airline other than SAA or LAM, please email this along with your Travelstart booking reference on to *** so that we can investigate this.
We are sorry to hear of your frustration with your travel experience and the way that you feel the matter has been handled.
The facts of the matter, however, are as follows:
The SAA flight that you had booked on the Travelstart website clearly stated that it was operated by LAM - Linhas Aereas de Mozambique on the search results page where you select which flights you wish to book. While SAA does offer tickets on the Johannesburg - Maputo route, they themselves do not operate their own aircraft on that route. Instead, they have a codeshare agreement with LAM where SAA has a certain number of seats per LAM flight that are sold as SAA tickets. Therefore there was no airline change made on the day and the LAM flight operated as scheduled.
Please note that on the ticket email you received, the itinerary for your flights were displayed and it again clearly stated that the SAA flights were operated by LAM. I include the relevant excerpt from that email. I have redacted part of the Travelstart booking reference, ticket numbers and check in reference for security proposes:
Your Booking
Your Travelstart booking ***
Ticket number: 083-507***X301, 083-507***X302, 083-507***X303
Booked on: Sat, 20 Dec 2025
Itinerary
Johannesburg to Maputo
Johannesburg
O.R. Tambo International
Mon, 29 Dec 2025, 08:50 | South African Airways SA7100
Economy | Maputo
Maputo
Mon, 29 Dec 2025, 10:00
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Johannesburg to Maputo:
7kg hand baggage for each traveller
2 x 23kg for each traveller
Maputo to Johannesburg
Maputo
Maputo
Sat, 03 Jan 2026, 06:55 | South African Airways SA7092
Economy | Johannesburg
O.R. Tambo International
Sat, 03 Jan 2026, 08:05
Check-in ***
Operated by: LAM-Linhas Aereas de Mozambique
Baggage for Maputo to Johannesburg:
7kg hand baggage for each traveller
2 x 23kg for each traveller
As such, the refund quote provided to you is based on the airline fare rules and policies and the tickets are unfortunately not refundable. As you have been previously advised, we as the travel agency are bound by the airlines rules and policies and are not able to override them.
While we sympathise with your experience, please note that the flights booked via our website and the flight travelled on were exactly those that were selected by the booker.
You do make mention of CemAir. If you have documentation (ie boarding passes) showing that you travelled on an airline other than SAA or LAM, please email this along with your Travelstart booking reference on to *** so that we can investigate this.
TM
Tebogo M's updateReviewer Update
30 Dec 2025, 10:23The flight I was on was a CemAir flight. This is my point. You don’t even know or CARE how your customers are doing or if they are provided the service they paid for
TM
Tebogo M's update30 Dec 2025, 10:23
Reviewer Update
The flight I was on was a CemAir flight. This is my point. You don’t even know or CARE how your customers are doing or if they are provided the service they paid for
Travelstart's replyOfficial
30 Dec 2025, 10:30Thank you for your feedback. Please can you send documentation of the fact that your flight was on CemAir to *** so that we can use that proof when we follow up with the airline.
Travelstart's reply30 Dec 2025, 10:30
Official
Thank you for your feedback. Please can you send documentation of the fact that your flight was on CemAir to *** so that we can use that proof when we follow up with the airline.
TM
Tebogo M's updateReviewer Update
30 Dec 2025, 10:48So in short you are trying to say I was put in a flight that you don’t even know about? I was not in a LAM flight you are saying, you I could’ve have been in danger. A last minute flight was organised in a ***** manner. I’m consulting my lawyers as soon as I get home. I sent you pictures of the flight I was in and mind I’m in the same hotel as some of the guest who were in that flight with me, I’m about to get their contacts and we’ll get legal advice
TM
Tebogo M's update30 Dec 2025, 10:48
Reviewer Update
So in short you are trying to say I was put in a flight that you don’t even know about? I was not in a LAM flight you are saying, you I could’ve have been in danger. A last minute flight was organised in a ***** manner. I’m consulting my lawyers as soon as I get home. I sent you pictures of the flight I was in and mind I’m in the same hotel as some of the guest who were in that flight with me, I’m about to get their contacts and we’ll get legal advice
TM
Tebogo M's updateReviewer Update
30 Dec 2025, 10:51As soon as I land back in Johannesburg I’m going to LAM to get me everything of how I ended up in a plane from the 1600s you have no knowledge of from CemAir, you have no knowledge of this plane but everything is facilitated by SAA and LAM. Again we witnessed in the southern sun I’m booked in. You want to play games with our lives, okay let’s play because now I’m really upset
TM
Tebogo M's update30 Dec 2025, 10:51
Reviewer Update
As soon as I land back in Johannesburg I’m going to LAM to get me everything of how I ended up in a plane from the 1600s you have no knowledge of from CemAir, you have no knowledge of this plane but everything is facilitated by SAA and LAM. Again we witnessed in the southern sun I’m booked in. You want to play games with our lives, okay let’s play because now I’m really upset
TM
Tebogo M's updateReviewer Update
30 Dec 2025, 10:52We have witnesses, other passengers on that flight staying in the same hotel as us in Maputo okay Ruth okay. Fine
TM
Tebogo M's update30 Dec 2025, 10:52
Reviewer Update
We have witnesses, other passengers on that flight staying in the same hotel as us in Maputo okay Ruth okay. Fine
Travelstart's replyOfficial
30 Dec 2025, 11:08Hi there, Tebogo.
Thank you for this additional information.
All flight information that is provided on our website is based off of a global airline reservation system. The information on here is provided by the airlines themselves.
However, if the airline had made any flight schedule changes or aircraft changes, this is outside of Travelstart or any travel agency's control.
I would recommend contacting LAM directly on email *** with all of the documentation you have so that they can address your concerns and provide feedback.
Thank you for this additional information.
All flight information that is provided on our website is based off of a global airline reservation system. The information on here is provided by the airlines themselves.
However, if the airline had made any flight schedule changes or aircraft changes, this is outside of Travelstart or any travel agency's control.
I would recommend contacting LAM directly on email *** with all of the documentation you have so that they can address your concerns and provide feedback.
Travelstart's reply30 Dec 2025, 11:08
Official
Hi there, Tebogo.
Thank you for this additional information.
All flight information that is provided on our website is based off of a global airline reservation system. The information on here is provided by the airlines themselves.
However, if the airline had made any flight schedule changes or aircraft changes, this is outside of Travelstart or any travel agency's control.
I would recommend contacting LAM directly on email *** with all of the documentation you have so that they can address your concerns and provide feedback.
Thank you for this additional information.
All flight information that is provided on our website is based off of a global airline reservation system. The information on here is provided by the airlines themselves.
However, if the airline had made any flight schedule changes or aircraft changes, this is outside of Travelstart or any travel agency's control.
I would recommend contacting LAM directly on email *** with all of the documentation you have so that they can address your concerns and provide feedback.