1 reviews | Active since Nov 2014
Never book with Travelstart!
I have received truly horrible customer service from this company. My family and I had flights booked with Qantas via Travelstart for June 2020 to New Zealand, we had to cancel because of the Covid-19 pandemic. I am a health care worker, working on the front lines during this pandemic and how was I repayed? By losing R20000. I requested a cancelation qoute in March 2020, they indicated that we can choose between a full refund or a ticket suspension. In this email and in several subsequent emails they indicated that it will be a FULL refund, based on this we opted for the refund as we were all fearful of losing our jobs during the lockdown. After 7 months of waiting we finally got our refund, with a HUGE cancelation penalty deducted. Now Travelstart blames the airline saying they deducted the fee because the policy changed, why was I not informed? I trusted Travelstart to keep me well appraised of the situation. The pandemic has taken a financial toll on my family and this was the last thing we needed. I am really disappointed in Travelstart and will not be making use of them again.
Thank you for contacting us and taking the time to share your concerns regarding your refund.
I've called up your booking and our refunds team submitted for a full refund as quoted. In the refund quote sent the following was advised: "The information supp**** at the time of sending this email is correct and updated. The airline reserves the right to amend this policy at any given time."
Regarding airline policies the information supp**** at the time of sending a refund quote is correct and updated. The airline can change / update their policy at any given time nor are we able to override a decision made by an airline to amend their policy.
Looking at the history of your booking I see our refunds team submitted for a full refund, as the airline sits with the funds of the ticket they are able to change their policy at anytime.
We will give you a call shortly to assist in answering any other questions you might have over the phone.
Kind Regards,
Travelstart
Thank you for contacting us and taking the time to share your concerns regarding your refund.
I've called up your booking and our refunds team submitted for a full refund as quoted. In the refund quote sent the following was advised: "The information supp**** at the time of sending this email is correct and updated. The airline reserves the right to amend this policy at any given time."
Regarding airline policies the information supp**** at the time of sending a refund quote is correct and updated. The airline can change / update their policy at any given time nor are we able to override a decision made by an airline to amend their policy.
Looking at the history of your booking I see our refunds team submitted for a full refund, as the airline sits with the funds of the ticket they are able to change their policy at anytime.
We will give you a call shortly to assist in answering any other questions you might have over the phone.
Kind Regards,
Travelstart
I've reached out to you 3 times and left a voice message on the contact number provided.
Your refund query has been escalated to our refunds team who will be in touch during the course of the day to address your concerns over the phone.
Kind Regards,
Marcelle
I've reached out to you 3 times and left a voice message on the contact number provided.
Your refund query has been escalated to our refunds team who will be in touch during the course of the day to address your concerns over the phone.
Kind Regards,
Marcelle