No added value, nightmare when things go wrong

After using Travelstart for 10+ years I have realised it is not an online travel agency but a web booking service. From now on I will book directly on airline websites as Travelstart offers me no added value service. This is the second bad experience I’ve had with Travelstart, this time trying to cancel a flight due to an emergency and finding no way to do this. It is like being stuck inside a Franz Kafka loop. No transparent lines of communication and one only gets a response after months of trying to email random addresses. The online contact forms disappear into the abyss - there is not even an automated email response to logging a query. Their phone line doesn’t seem to be answered. The priority online contact form for ‘emergency cancellation’ does not get communicated to the airline, who was calling me to board 2 hours after I notified Travelstart of my emergency cancellation.