Hidden costs and problems with cancellation
My fiance and I booked a flight through Travelstart with Ethiopian airlines to Zanzibar. We chose the cancellation refund option, as I had not received my passport yet.
When it became clear that I was not going to receive it before our flight, we called Travelstart to first find out whether we could change our flight dates. After waiting 30-60 minutes to speak with an agent numerous times, we were informed that if we wanted to change the dates we would have to pay the same amount that we did when booking the flights! We then decided to request a refund.
Upon receiving the refund quote, it was made clear to us that not only was it a partial refund (not a full one as stated on the website, as they retain the processing and airline fees, along with other monies) but we would also only receive it after 6-8 weeks! The reason we picked the cancellation refund option was because we thought we would be refunded and be able to make different travel arrangements.
What should have been a pleasant and easy experience has thus turned into a nightmare. I will never use Travelstart again, nor recommend them. It still remains to be seen how long they will take to process our refund.
Thank you for your feedback.
I do apologize for the confusion and inconvenience this may have caused. When selecting a product comes with terms and conditions. The refund terms and conditions on the website clearly states the below.
Terms and conditions
- This product must be purchased when you book your ticket. It is not possible to add it afterwards.
- The product and processing fees are charged per person.
- A processing fee per person could be payable upfront in order to process your refund.
- The product is only valid for flights cancelled before outbound travel has commenced. You will not be covered if you wish to cancel a flight during your journey, or after a flight has already been flown.
- To qualify for the refund of airfare and taxes, the refund needs to be requested at least 48 hours prior to departure.
- Should you be refunded, we will only refund the airfare and taxes. We will not refund any extra costs from your booking.
- Please note that processing time of your refund can take 6 – 8 weeks.
- This service does not cover airline cancellation, liquidation / suspension, car or hotel reservations.
Once again I do apologize for the inconvenience this may have caused.
Kind regards
Avril
Thank you for your feedback.
I do apologize for the confusion and inconvenience this may have caused. When selecting a product comes with terms and conditions. The refund terms and conditions on the website clearly states the below.
Terms and conditions
- This product must be purchased when you book your ticket. It is not possible to add it afterwards.
- The product and processing fees are charged per person.
- A processing fee per person could be payable upfront in order to process your refund.
- The product is only valid for flights cancelled before outbound travel has commenced. You will not be covered if you wish to cancel a flight during your journey, or after a flight has already been flown.
- To qualify for the refund of airfare and taxes, the refund needs to be requested at least 48 hours prior to departure.
- Should you be refunded, we will only refund the airfare and taxes. We will not refund any extra costs from your booking.
- Please note that processing time of your refund can take 6 – 8 weeks.
- This service does not cover airline cancellation, liquidation / suspension, car or hotel reservations.
Once again I do apologize for the inconvenience this may have caused.
Kind regards
Avril