CF
Christoph F
1 reviews | Active since Apr 2022
22 Apr 2022, 14:15
Failure to rebook suspended TAAG tickets valid until 31.8.2022
Trying to rebook TAAG tickets bought on 12.2.2020 via Travelstart. Response from Christiane on 6.4.2022 that Travelstart currently does not have access to the tickets and awaiting a response from TAAG. I contacted TAAG myself today, almost 3 weeks later and it was confirmed to me that agents know that old tickets bought in 2019/20 would no longer be available online and that the rebooking process had changed. As it is absolutely impossible to contact Travelstart by phone or getting a honest response via any other channel to my booking request, I herewith humbly request to honour our purchasing contract and rebook my flights as per my request in my email via contact form on 6.4.2022! Thank you.
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Replies (5)CF
Christoph F's updateReviewer Update
22 Apr 2022, 19:44Good day -
Your latest response regarding rebooking of TB***0 is highly unsatisfactory. I repeat, when I called TAAG Reservations in Johannesburg, they found our booking in their system without problems providing them with the ticket numbers. I was informed, that you as an agent should just make a rebooking with the new dates and sending them copies of the old tickets showing fares/fees and taxes plus our passport copies. Your response that rebookings and refunds are on hold is untrue as a statement below was issued just recently by TAAG on their Facebook page. Why would they limit rebookings until end of May if the tickets are valid until 31. August? Please make an effort and genuinly assist us in this matter! Thanks.
1. Rebooking:
-> No fee will be charged for changing the dates of travel for passengers holding TAAG tickets issued before March 2020.
-> New bookings must be done in the same subclass as the original ticket.
-> Should the same subclass not be available, passengers can upgrade to the next available subclass and pay the fare difference.
-> Passengers will be allowed to re-route their tickets to one of TAAG's existing routes, and pay any difference in fare.
-> Should the new fare be lower than the ticketed fare, no refund will be given.
-> Passengers who changed from infant to child or from child to adult, will pay the difference in fare. No additional fees will be app**** for changing the booking.
-> For tickets issued before March 2020, the validity of the ticket can be extended up to 31 August 2022. Travel must be completed by 31 August 2022.
->Rebooking must be done by 31st May 2022. Should the tickets not reissued by the 31st May 2022, passengers must apply for refund before the 30th
September 2022.
Your latest response regarding rebooking of TB***0 is highly unsatisfactory. I repeat, when I called TAAG Reservations in Johannesburg, they found our booking in their system without problems providing them with the ticket numbers. I was informed, that you as an agent should just make a rebooking with the new dates and sending them copies of the old tickets showing fares/fees and taxes plus our passport copies. Your response that rebookings and refunds are on hold is untrue as a statement below was issued just recently by TAAG on their Facebook page. Why would they limit rebookings until end of May if the tickets are valid until 31. August? Please make an effort and genuinly assist us in this matter! Thanks.
1. Rebooking:
-> No fee will be charged for changing the dates of travel for passengers holding TAAG tickets issued before March 2020.
-> New bookings must be done in the same subclass as the original ticket.
-> Should the same subclass not be available, passengers can upgrade to the next available subclass and pay the fare difference.
-> Passengers will be allowed to re-route their tickets to one of TAAG's existing routes, and pay any difference in fare.
-> Should the new fare be lower than the ticketed fare, no refund will be given.
-> Passengers who changed from infant to child or from child to adult, will pay the difference in fare. No additional fees will be app**** for changing the booking.
-> For tickets issued before March 2020, the validity of the ticket can be extended up to 31 August 2022. Travel must be completed by 31 August 2022.
->Rebooking must be done by 31st May 2022. Should the tickets not reissued by the 31st May 2022, passengers must apply for refund before the 30th
September 2022.
CF
Christoph F's update22 Apr 2022, 19:44
Reviewer Update
Good day -
Your latest response regarding rebooking of TB***0 is highly unsatisfactory. I repeat, when I called TAAG Reservations in Johannesburg, they found our booking in their system without problems providing them with the ticket numbers. I was informed, that you as an agent should just make a rebooking with the new dates and sending them copies of the old tickets showing fares/fees and taxes plus our passport copies. Your response that rebookings and refunds are on hold is untrue as a statement below was issued just recently by TAAG on their Facebook page. Why would they limit rebookings until end of May if the tickets are valid until 31. August? Please make an effort and genuinly assist us in this matter! Thanks.
1. Rebooking:
-> No fee will be charged for changing the dates of travel for passengers holding TAAG tickets issued before March 2020.
-> New bookings must be done in the same subclass as the original ticket.
-> Should the same subclass not be available, passengers can upgrade to the next available subclass and pay the fare difference.
-> Passengers will be allowed to re-route their tickets to one of TAAG's existing routes, and pay any difference in fare.
-> Should the new fare be lower than the ticketed fare, no refund will be given.
-> Passengers who changed from infant to child or from child to adult, will pay the difference in fare. No additional fees will be app**** for changing the booking.
-> For tickets issued before March 2020, the validity of the ticket can be extended up to 31 August 2022. Travel must be completed by 31 August 2022.
->Rebooking must be done by 31st May 2022. Should the tickets not reissued by the 31st May 2022, passengers must apply for refund before the 30th
September 2022.
Your latest response regarding rebooking of TB***0 is highly unsatisfactory. I repeat, when I called TAAG Reservations in Johannesburg, they found our booking in their system without problems providing them with the ticket numbers. I was informed, that you as an agent should just make a rebooking with the new dates and sending them copies of the old tickets showing fares/fees and taxes plus our passport copies. Your response that rebookings and refunds are on hold is untrue as a statement below was issued just recently by TAAG on their Facebook page. Why would they limit rebookings until end of May if the tickets are valid until 31. August? Please make an effort and genuinly assist us in this matter! Thanks.
1. Rebooking:
-> No fee will be charged for changing the dates of travel for passengers holding TAAG tickets issued before March 2020.
-> New bookings must be done in the same subclass as the original ticket.
-> Should the same subclass not be available, passengers can upgrade to the next available subclass and pay the fare difference.
-> Passengers will be allowed to re-route their tickets to one of TAAG's existing routes, and pay any difference in fare.
-> Should the new fare be lower than the ticketed fare, no refund will be given.
-> Passengers who changed from infant to child or from child to adult, will pay the difference in fare. No additional fees will be app**** for changing the booking.
-> For tickets issued before March 2020, the validity of the ticket can be extended up to 31 August 2022. Travel must be completed by 31 August 2022.
->Rebooking must be done by 31st May 2022. Should the tickets not reissued by the 31st May 2022, passengers must apply for refund before the 30th
September 2022.
Travelstart's replyOfficial
23 Apr 2022, 12:00Hi Christoph,
Thank you for reaching out to us.
Please note that I have checked the booking and we have sent through the following information:
Hi there,
Regarding your booking TB***0
Thank you for contacting Travelstart.
The information sent to you is the information we received from Taag Airlines directly.
As communicated previously , We do not have access/ unable to retrieve or view your ticket, hence we are not in a position to make changes to your ticket.
All changes must be made with the airline directly seeing as Taag can view the tickets.
--
twd/tkt***
DT ETKT: TICKET NUMBER NOT FOUND
twd/tkt***
DT ETKT: TICKET NUMBER NOT FOUND
---
Kindly contact Taag directly regarding date changes to your booking.
Thanks and kind regards
Travelstart
Thank you for reaching out to us.
Please note that I have checked the booking and we have sent through the following information:
We have also advised as per the airline directly:
Hi there,
Regarding your booking TB***0
Please see below email from Taag Airlines. We can only submit the ticket for aa refund as we canto make changes to this ticket.
Alternatively changes must be made with the airline directly.
---Thank you for your email below.
Thank you for your email below, At the moment we are not able to find access of TICKET NUMBER NOT FOUND on our system, due to Us migrating to a new system.
We have no possibility to check the history of ticket information issued before March 2020, therefore our offices in Luanda are working on the process of storing the backup of the history of all tickets issued from 01 January 2019 to 29 February 2020, this process was supposed to be completed on the 28Jan22 but we are still waiting for the update as the tickets are still not showing on the system so they gave us until the end February to see if all ticket will be back on the system.
Refund processes are currently on hold until further notice.
Please be advised as soon as we received further information we will notify you
---
Without confirmation from you, no cancellation will be actioned and no refund will be due.
To go ahead with the refund processing have your Travelstart reference ready and select the following option: COVID 19- Confirmation of refund quote received by clicking on this link : https://www.travelstart.co.za/lp/contact-us
Looking forward to hearing from you soon.
Thanks and kind regards
Travelstart
Please note that you would have to wait until the airline completes their migration before we can action anything on the current booking.
Wishing you a good day further.
Kind Regards,
Melissa
Travelstart's reply23 Apr 2022, 12:00
Official
Hi Christoph,
Thank you for reaching out to us.
Please note that I have checked the booking and we have sent through the following information:
Hi there,
Regarding your booking TB***0
Thank you for contacting Travelstart.
The information sent to you is the information we received from Taag Airlines directly.
As communicated previously , We do not have access/ unable to retrieve or view your ticket, hence we are not in a position to make changes to your ticket.
All changes must be made with the airline directly seeing as Taag can view the tickets.
--
twd/tkt***
DT ETKT: TICKET NUMBER NOT FOUND
twd/tkt***
DT ETKT: TICKET NUMBER NOT FOUND
---
Kindly contact Taag directly regarding date changes to your booking.
Thanks and kind regards
Travelstart
Thank you for reaching out to us.
Please note that I have checked the booking and we have sent through the following information:
We have also advised as per the airline directly:
Hi there,
Regarding your booking TB***0
Please see below email from Taag Airlines. We can only submit the ticket for aa refund as we canto make changes to this ticket.
Alternatively changes must be made with the airline directly.
---Thank you for your email below.
Thank you for your email below, At the moment we are not able to find access of TICKET NUMBER NOT FOUND on our system, due to Us migrating to a new system.
We have no possibility to check the history of ticket information issued before March 2020, therefore our offices in Luanda are working on the process of storing the backup of the history of all tickets issued from 01 January 2019 to 29 February 2020, this process was supposed to be completed on the 28Jan22 but we are still waiting for the update as the tickets are still not showing on the system so they gave us until the end February to see if all ticket will be back on the system.
Refund processes are currently on hold until further notice.
Please be advised as soon as we received further information we will notify you
---
Without confirmation from you, no cancellation will be actioned and no refund will be due.
To go ahead with the refund processing have your Travelstart reference ready and select the following option: COVID 19- Confirmation of refund quote received by clicking on this link : https://www.travelstart.co.za/lp/contact-us
Looking forward to hearing from you soon.
Thanks and kind regards
Travelstart
Please note that you would have to wait until the airline completes their migration before we can action anything on the current booking.
Wishing you a good day further.
Kind Regards,
Melissa
CF
Christoph F's updateReviewer Update
23 Apr 2022, 20:57Good day Melissa
Thanks, I have indeed received the two published responses above. As I stated in an earlier correspondence, I have contacted TAAG Johannesburg directly and was told if the booking agent refused to rebook, I could do it myself by sending them a print out of the issued tickets with a detailed cost breakdown and copies of our passports. Well, as you state above you looked into our booking with Travelstart and would have noticed, that we were sent a Travelstart itinerary with stated ticket numbers and paid a total of R 27`462 with a Mango Airline flight JHB-CPT included. How do you expect us to send TAAG ticket prints and their cost with the limited information Travelstart has provided us with ? Additionally, may I remind you that we paid Travelstart on or around 17.3.2020 an additional R 798 for a COVID19 administration fee assuring us of your assistance with rebookings/refund etc. in connection with airlines. If you have really looked closely into our Travelstart booking with known reference, you must have noticed these above mentioned facts. Please do the honourable thing and send me at least the by TAAG required ticket prints with cost breakdown enabling me to try and rebook the TAAG flights. Reminder: With deadline 31.5.2022 for this process, time is running out. Thank you.
Thanks, I have indeed received the two published responses above. As I stated in an earlier correspondence, I have contacted TAAG Johannesburg directly and was told if the booking agent refused to rebook, I could do it myself by sending them a print out of the issued tickets with a detailed cost breakdown and copies of our passports. Well, as you state above you looked into our booking with Travelstart and would have noticed, that we were sent a Travelstart itinerary with stated ticket numbers and paid a total of R 27`462 with a Mango Airline flight JHB-CPT included. How do you expect us to send TAAG ticket prints and their cost with the limited information Travelstart has provided us with ? Additionally, may I remind you that we paid Travelstart on or around 17.3.2020 an additional R 798 for a COVID19 administration fee assuring us of your assistance with rebookings/refund etc. in connection with airlines. If you have really looked closely into our Travelstart booking with known reference, you must have noticed these above mentioned facts. Please do the honourable thing and send me at least the by TAAG required ticket prints with cost breakdown enabling me to try and rebook the TAAG flights. Reminder: With deadline 31.5.2022 for this process, time is running out. Thank you.
CF
Christoph F's update23 Apr 2022, 20:57
Reviewer Update
Good day Melissa
Thanks, I have indeed received the two published responses above. As I stated in an earlier correspondence, I have contacted TAAG Johannesburg directly and was told if the booking agent refused to rebook, I could do it myself by sending them a print out of the issued tickets with a detailed cost breakdown and copies of our passports. Well, as you state above you looked into our booking with Travelstart and would have noticed, that we were sent a Travelstart itinerary with stated ticket numbers and paid a total of R 27`462 with a Mango Airline flight JHB-CPT included. How do you expect us to send TAAG ticket prints and their cost with the limited information Travelstart has provided us with ? Additionally, may I remind you that we paid Travelstart on or around 17.3.2020 an additional R 798 for a COVID19 administration fee assuring us of your assistance with rebookings/refund etc. in connection with airlines. If you have really looked closely into our Travelstart booking with known reference, you must have noticed these above mentioned facts. Please do the honourable thing and send me at least the by TAAG required ticket prints with cost breakdown enabling me to try and rebook the TAAG flights. Reminder: With deadline 31.5.2022 for this process, time is running out. Thank you.
Thanks, I have indeed received the two published responses above. As I stated in an earlier correspondence, I have contacted TAAG Johannesburg directly and was told if the booking agent refused to rebook, I could do it myself by sending them a print out of the issued tickets with a detailed cost breakdown and copies of our passports. Well, as you state above you looked into our booking with Travelstart and would have noticed, that we were sent a Travelstart itinerary with stated ticket numbers and paid a total of R 27`462 with a Mango Airline flight JHB-CPT included. How do you expect us to send TAAG ticket prints and their cost with the limited information Travelstart has provided us with ? Additionally, may I remind you that we paid Travelstart on or around 17.3.2020 an additional R 798 for a COVID19 administration fee assuring us of your assistance with rebookings/refund etc. in connection with airlines. If you have really looked closely into our Travelstart booking with known reference, you must have noticed these above mentioned facts. Please do the honourable thing and send me at least the by TAAG required ticket prints with cost breakdown enabling me to try and rebook the TAAG flights. Reminder: With deadline 31.5.2022 for this process, time is running out. Thank you.
Travelstart's replyOfficial
26 Apr 2022, 20:06Hi Christoph,
Thank you for the revert.
The tickets are no longer in our system, that is why we advised to contact the airline directly. I will reach out to the teams in order to obtain the ticket breakdown and then have it sent through to you. I am sorry for the inconvenience caused and the strain this has placed on you and will do my best to assist you further.
Kind Regards,
Melissa
Thank you for the revert.
The tickets are no longer in our system, that is why we advised to contact the airline directly. I will reach out to the teams in order to obtain the ticket breakdown and then have it sent through to you. I am sorry for the inconvenience caused and the strain this has placed on you and will do my best to assist you further.
Kind Regards,
Melissa
Travelstart's reply26 Apr 2022, 20:06
Official
Hi Christoph,
Thank you for the revert.
The tickets are no longer in our system, that is why we advised to contact the airline directly. I will reach out to the teams in order to obtain the ticket breakdown and then have it sent through to you. I am sorry for the inconvenience caused and the strain this has placed on you and will do my best to assist you further.
Kind Regards,
Melissa
Thank you for the revert.
The tickets are no longer in our system, that is why we advised to contact the airline directly. I will reach out to the teams in order to obtain the ticket breakdown and then have it sent through to you. I am sorry for the inconvenience caused and the strain this has placed on you and will do my best to assist you further.
Kind Regards,
Melissa
CF
Christoph F's updateReviewer Update
10 May 2022, 11:40Hi Melissa
I am reverting to your last reply dd 26.4.2022. I went from pillar to post at TAAG to reuse the tickets in question. Unfortunately they refuse to rebook for me, asking me to contact the Travel Agency I booked with (you) to get „further data“ on booking … whatever that is …only you could provide!???? I suspect they are asking for the ticket breakdown ? you promised to have sent through to me in your last reply (above)? I haven`t received anything from Travelstart up to now and I am losing patience fast. Do I really have to accept that TAAG and Travelstart wants to frustrate us, robbing us of thousands of Rands? The deadline to rebook my tickets according to TAAGs Facebook page is 30.5.200 so time is running out fast too. I urge you to assist me NOW or I will be forced to take the legal route. Thanks.
I am reverting to your last reply dd 26.4.2022. I went from pillar to post at TAAG to reuse the tickets in question. Unfortunately they refuse to rebook for me, asking me to contact the Travel Agency I booked with (you) to get „further data“ on booking … whatever that is …only you could provide!???? I suspect they are asking for the ticket breakdown ? you promised to have sent through to me in your last reply (above)? I haven`t received anything from Travelstart up to now and I am losing patience fast. Do I really have to accept that TAAG and Travelstart wants to frustrate us, robbing us of thousands of Rands? The deadline to rebook my tickets according to TAAGs Facebook page is 30.5.200 so time is running out fast too. I urge you to assist me NOW or I will be forced to take the legal route. Thanks.
CF
Christoph F's update10 May 2022, 11:40
Reviewer Update
Hi Melissa
I am reverting to your last reply dd 26.4.2022. I went from pillar to post at TAAG to reuse the tickets in question. Unfortunately they refuse to rebook for me, asking me to contact the Travel Agency I booked with (you) to get „further data“ on booking … whatever that is …only you could provide!???? I suspect they are asking for the ticket breakdown ? you promised to have sent through to me in your last reply (above)? I haven`t received anything from Travelstart up to now and I am losing patience fast. Do I really have to accept that TAAG and Travelstart wants to frustrate us, robbing us of thousands of Rands? The deadline to rebook my tickets according to TAAGs Facebook page is 30.5.200 so time is running out fast too. I urge you to assist me NOW or I will be forced to take the legal route. Thanks.
I am reverting to your last reply dd 26.4.2022. I went from pillar to post at TAAG to reuse the tickets in question. Unfortunately they refuse to rebook for me, asking me to contact the Travel Agency I booked with (you) to get „further data“ on booking … whatever that is …only you could provide!???? I suspect they are asking for the ticket breakdown ? you promised to have sent through to me in your last reply (above)? I haven`t received anything from Travelstart up to now and I am losing patience fast. Do I really have to accept that TAAG and Travelstart wants to frustrate us, robbing us of thousands of Rands? The deadline to rebook my tickets according to TAAGs Facebook page is 30.5.200 so time is running out fast too. I urge you to assist me NOW or I will be forced to take the legal route. Thanks.