YM
Yonela M
1 reviews | Active since Nov 2020
05 Nov 2020, 18:01
Flight cancellation
I booked a return ticket from TravelStart from Johannesburg to Port Elizabeth for the 4 December for R1678.00
I am cancelling a month in advance and they are telling me that my refund amount is a ridiculous R263.00
This is nonsensical and unacceptable, I will not accept this.
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Replies (2)YM
Yonela M's updateReviewer Update
05 Nov 2020, 20:20 Your refund policy is against section 17 of the Consumer Protection Act Consumer Protection Act which speaks on reasonable cancellations and I will take you to task on this one.
YM
Yonela M's update05 Nov 2020, 20:20
Reviewer Update
Your refund policy is against section 17 of the Consumer Protection Act Consumer Protection Act which speaks on reasonable cancellations and I will take you to task on this one.
Travelstart's replyOfficial
06 Nov 2020, 12:17Hi Yonela,
Thank you for the opportunity to respond to your feedback and regret to hear you have not happy with the refund quote emailed.
Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart.
Whatever the airline cancellation penalties are for the customers ticket our refunds team will need to quote accordingly. Once a booking has been made a confirmation email is sent and the following information is provided:
"Please take a minute to verify all your details, especially the passenger names and travel dates. Once your ticket has been issued airline penalties may apply to make any changes or process any cancellations. For certain Low Cost Carriers (LCCs), tickets are non-refundable in case of cancellation. If any of the information you have supp**** is incorrect please contact us immediately."
Looking at your booking I see our team have responded to your email concerns as well as on Facebook.
We have contacted you twice on the number provided however we are not able to leave a voice message.
Please feel free to respond to our refunds team should you have any other questions and our team will be happy to assist in answering any refund queries you might have.
Kind Regards,
Travestart
Thank you for the opportunity to respond to your feedback and regret to hear you have not happy with the refund quote emailed.
Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart.
Whatever the airline cancellation penalties are for the customers ticket our refunds team will need to quote accordingly. Once a booking has been made a confirmation email is sent and the following information is provided:
"Please take a minute to verify all your details, especially the passenger names and travel dates. Once your ticket has been issued airline penalties may apply to make any changes or process any cancellations. For certain Low Cost Carriers (LCCs), tickets are non-refundable in case of cancellation. If any of the information you have supp**** is incorrect please contact us immediately."
Looking at your booking I see our team have responded to your email concerns as well as on Facebook.
We have contacted you twice on the number provided however we are not able to leave a voice message.
Please feel free to respond to our refunds team should you have any other questions and our team will be happy to assist in answering any refund queries you might have.
Kind Regards,
Travestart
Travelstart's reply06 Nov 2020, 12:17
Official
Hi Yonela,
Thank you for the opportunity to respond to your feedback and regret to hear you have not happy with the refund quote emailed.
Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart.
Whatever the airline cancellation penalties are for the customers ticket our refunds team will need to quote accordingly. Once a booking has been made a confirmation email is sent and the following information is provided:
"Please take a minute to verify all your details, especially the passenger names and travel dates. Once your ticket has been issued airline penalties may apply to make any changes or process any cancellations. For certain Low Cost Carriers (LCCs), tickets are non-refundable in case of cancellation. If any of the information you have supp**** is incorrect please contact us immediately."
Looking at your booking I see our team have responded to your email concerns as well as on Facebook.
We have contacted you twice on the number provided however we are not able to leave a voice message.
Please feel free to respond to our refunds team should you have any other questions and our team will be happy to assist in answering any refund queries you might have.
Kind Regards,
Travestart
Thank you for the opportunity to respond to your feedback and regret to hear you have not happy with the refund quote emailed.
Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart.
Whatever the airline cancellation penalties are for the customers ticket our refunds team will need to quote accordingly. Once a booking has been made a confirmation email is sent and the following information is provided:
"Please take a minute to verify all your details, especially the passenger names and travel dates. Once your ticket has been issued airline penalties may apply to make any changes or process any cancellations. For certain Low Cost Carriers (LCCs), tickets are non-refundable in case of cancellation. If any of the information you have supp**** is incorrect please contact us immediately."
Looking at your booking I see our team have responded to your email concerns as well as on Facebook.
We have contacted you twice on the number provided however we are not able to leave a voice message.
Please feel free to respond to our refunds team should you have any other questions and our team will be happy to assist in answering any refund queries you might have.
Kind Regards,
Travestart