1 reviews | Active since Sept 2017
Kulula & travelstart travel agency turning blind eye
Im contacting regarding
I have contacted telephonically numerous of times to over 6 different consultants and all the advice and direction given is ALWAYS different, this i can can also prove though call record app.
1 - Before lockdown i did consult with kulul`s consultant and was talking about a possible refund but how ever rebooking would be available after lockdow. 2 - Spoke to Kulula offices and they old me to go back to the travel Agency a they cant process this as there is hidden costs. 3 - Was stranded in cape town during the lock down period with 6 Passengers and even after the lock down period Every body involved just turned a blind eye calls and emails was sent with no direction at all. 4. Managed to speak to a consultant with kula offices with struggling over 1 hour of call time the gentleman put some effort in helping with the attempting to rebook of the tickets with the gentalmant informing me i would have to pay +R250 per person extra , i told his he can start the process and would EFT the funds ASAP. The gentalman insisted me to paying the amount now, But i did tell him 3 times that i would EFT as my wife would be paying by her app. The gentleman said he would call back in the morning again to confirm - No phone call was made to me .......
5. I Gave Kulula center a call again, speaking to new Consultant i was told there was nothing she could do i must contact Travel star again.
6.Travel Star rep**** saying that they can assist ether and they awaiting to the Two Management to talk and arrange. ???? i can see that kulula is open for space , i even went as far to make new a totally ne booking separately to see whats going on , but did not proceed the the payment, and it would of cost me abit a cheaper, as the original booking i would of made in the first place.
7. Now i have spoke again to Kulula again and was told me again the can proceed my tickets as the on hold by Travel Start. this was all because travel start has hidden costs , this was told directly to me..
8. Called Travelstart again and manage to speak to a ladie she also said to me she cant help? i must wait for emails that they will send? i asked her about refunding and rebooking with a alternative airlines, she said they wouldn't do that.
Please can some one assist with sorting this out, i have never experienced this with other airlines Bookings , please advice????
kind
Regards
Gary Newton
Thank you for your feedback on your latest experience with Travelstart.
I am unable to comment anything on the feedback about Kulula, however I would like to take the opportunity to address your concerns pertaining to Travelstart.
Firstly I would like to apologize for the frustration this has caused you, the experience and affects of this pandemic was a hard on us all. The airlines and industry has been badly affected by the global pandemic and have had to let most of their staff go as they were unable to keep them. Thus processing anything could take much longer than any of us anticipated or expected. Due to Covid were receiving high volumes of booking queries with many customers trying to get assistance. For this reason we had to closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist all our customers quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm
Again apologies for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible, and I am pleased to advise that out phone lines have since opened.
For all passengers travelling on Kulula the directive was that they suspended all operations on the 25th March and were aiming to commence operation on 01 November, they then also went into business rescue and the commencement of flights were delayed to 01December. When they suspended their flights they removed all their inventory from the global system that we all work on in order to quote upcoming bookings and this is why we were unable to quote on any travel for future bookings.
The various options that the airline offered was sent to you as received by the airline. The airlines was also continuously updated and changing directives and we tried to stay as informed as possible by also updating passengers as frequently as possible.
As per our latest email to you yesterday , the airline has finally informed us yesterday that operations has resumed however we will have to wait till Monday on a directive on how to reissue and update bookings that were placed on hold.
Travelstart does not have any hidden costs, the amount quoted on the website is the amount that is charged when processing and includes our fees. We advise passengers that our feed are all inclusive and taxes and our fees, which on your booking is R35 per passenger.
I have asked our amendments Team to prioritize your booking, and as soon as we have the directive on how to proceed when rebooking these flights we will send you the information.
If you require any further assistance you can respond to the amendments Team directly.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your feedback on your latest experience with Travelstart.
I am unable to comment anything on the feedback about Kulula, however I would like to take the opportunity to address your concerns pertaining to Travelstart.
Firstly I would like to apologize for the frustration this has caused you, the experience and affects of this pandemic was a hard on us all. The airlines and industry has been badly affected by the global pandemic and have had to let most of their staff go as they were unable to keep them. Thus processing anything could take much longer than any of us anticipated or expected. Due to Covid were receiving high volumes of booking queries with many customers trying to get assistance. For this reason we had to closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist all our customers quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm
Again apologies for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible, and I am pleased to advise that out phone lines have since opened.
For all passengers travelling on Kulula the directive was that they suspended all operations on the 25th March and were aiming to commence operation on 01 November, they then also went into business rescue and the commencement of flights were delayed to 01December. When they suspended their flights they removed all their inventory from the global system that we all work on in order to quote upcoming bookings and this is why we were unable to quote on any travel for future bookings.
The various options that the airline offered was sent to you as received by the airline. The airlines was also continuously updated and changing directives and we tried to stay as informed as possible by also updating passengers as frequently as possible.
As per our latest email to you yesterday , the airline has finally informed us yesterday that operations has resumed however we will have to wait till Monday on a directive on how to reissue and update bookings that were placed on hold.
Travelstart does not have any hidden costs, the amount quoted on the website is the amount that is charged when processing and includes our fees. We advise passengers that our feed are all inclusive and taxes and our fees, which on your booking is R35 per passenger.
I have asked our amendments Team to prioritize your booking, and as soon as we have the directive on how to proceed when rebooking these flights we will send you the information.
If you require any further assistance you can respond to the amendments Team directly.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart