1 reviews | Active since Jan 2017
Name Change on e-Tickets
<p>I purchased a ticket on what I thought was an SAA online booking web site; FlySAA-Bookings. Note this is not FlySAA, but rather Travelstart because after I completed the online booking for an international flight I received sms's from Travelstart + an additional sms for a further deduction of R108 from my credit card. Bearing in mind that (1) I assumed from the site name that I was on FlySAA and with no branding about Travelstart I didnt think any further. (2) Credit Card details were submitted for the ticket costs, not for any further costs associated with Travelstart? Would love to know what one can do about that?</p> <p> </p> <p>SMS clearly states that tickets will only be issued once payment has been received. With my credit card I have a clearing hold for electronic payments for about 3 or 4 days, clearly this means nothing as they still issued the e-Ticket, but I don't know if this is the same as an actual ticket, read below why?</p> <p> </p> <p>When I received the SMS & Email confirmation on my booking it clearly states: "Please take a minute to verify your details, especially the passenger names and travel dates as once your ticket has been issued airline penalties may apply. If any of the information you have supp**** is incorrect please contact us urgently". I contacted them urgently because I realised like many people have done that I had supp**** the name of myself the passenger, but not the surname that is on my passport - when you book on this site there is nowhere that prompts you for the passport number, otherwise this would have prompted me to put in the surname on my passport.</p> <p> </p> <p>The consequence of this was that I had to buy a new ticket and then cancel the old ticket and apply for a refund. The original ticket costs R7471 all inclusive for the flights - The refund that they are permitting me is R1,603-00 the the balance of just over R5k goes toward airline penalties. When I queried this and that this was all done within 24 hours, 6 days prior to the departure date, I was told that the penalty was so high in the event that on the same flight there may be another passenger with my first name or surname? Makes absolutely no sense at all in terms of the principles around the penalties.</p> <p> </p> <p>I have ended up paying almost R15,000 for a trip to Mauritius. I spoke to SAA and they agree with Travelstart with no further comment.</p> <p> </p> <p>Hugely concerned at the lack of principles in this industry and cannot and absolutely do not understand how they can implement the penalties that they do or the inefficiency in the industry to apply a simple name or surname change without the drama that they have caused, both emotionally and financially.</p> <p> </p> <p>WILL NEVER EVER DEAL WITH TRAVELSTART AGAIN, and if possible will never use SAA as my carrier, they are definitely not the preferred carrier.</p> <p> </p> <p>Concerned customer</p>
Dear Belinda
Thank you for your feedback and affording us the opportunity to respond.
When you book on our website, payment is immediately required or before midnight on the day the booking was made in order to have the quoted price guaranteed. Once you insert your card details, a pre-authorization is obtained from our side, however the funds get banked by the airline directly.
If any of the information you have supp**** is incorrect you needed contact us immediately at *** or ***.
As previously explained the airline does not permit name changes/corrections once the ticket has been paid for and issued. On our website you are prompted three times to ensure the names are booked as per your ID or Passport. Therefore you were required to purchase a new ticket.
If you have purchased the new tickets on the same Airline, same travel dates, we can submit a refund application for a higher refund, but is not guaranteed. Should the airline authorize a higher refund it could be less an admin fee of R285.00, done at the discretion of the airline. Please send us a copy of the new ticket purchased and copy of the passport.
Please accept my sincere apologies for the inconvenience experienced.
Dear Belinda
Thank you for your feedback and affording us the opportunity to respond.
When you book on our website, payment is immediately required or before midnight on the day the booking was made in order to have the quoted price guaranteed. Once you insert your card details, a pre-authorization is obtained from our side, however the funds get banked by the airline directly.
If any of the information you have supp**** is incorrect you needed contact us immediately at *** or ***.
As previously explained the airline does not permit name changes/corrections once the ticket has been paid for and issued. On our website you are prompted three times to ensure the names are booked as per your ID or Passport. Therefore you were required to purchase a new ticket.
If you have purchased the new tickets on the same Airline, same travel dates, we can submit a refund application for a higher refund, but is not guaranteed. Should the airline authorize a higher refund it could be less an admin fee of R285.00, done at the discretion of the airline. Please send us a copy of the new ticket purchased and copy of the passport.
Please accept my sincere apologies for the inconvenience experienced.