Horrible experience

Writing on behalf of my grandmother who is now sitting with absolutely no money in her account thanks to Travelstart.

Three bookings were made, when she only made one, three bookings were cancelled and she was debited from her credit card twice, however the reason for cancellation was that Travelstart was unable to verify her credit card...

How did they take the money then?

After speaking to a customer service person, a female with a name starting with a C or an S, if memory serves correct - she said they would refund the money between 7 and 10 working days. I was witness to this conversation. There is still no refund, and we've been waiting since February 07.

Upon phoning again, they want now bank statements, proof of emails and reference numbers and credit card details to do the refund.... If this was necessary why did your first customer service person not have any idea this was needed?

This is an absolute joke of a stuff around, my grandmother is here on holiday from overseas and has been left with no money, no ability to get statements from her bank as its overseas, and no communication or help from Travelstart.

Seems like they may enjoy just keeping the R6000 to use at their leisure.

Please educate your customer service consultants, if we had known it would have been a process like this for a simple refund, we would have started a while ago. We have just been waiting like fools because your company employees have no idea of the protocols.