LB
Leza B
1 reviews | Active since Aug 2020
26 Jan 2021, 17:15
No communication
I booked a flight for April 2020. Due to Corona, I had to cancel. They booked the flight with BA from Dbn to Cpt and with Kulula from Cpt to Dbn. Now I want to rebook the flight, but they can only book BA from Dbn to Cpt and not Kulula. Kulula doesn't anymore fly direct to Dbn. You have to fly to Jhb and then Dbn.
When I wanted to pay the new flight with Travelstart, they cancelled it without letting me know. I tried to get hold of them but with no luck. You can't reach them by telephone or live chat. No one responded.
What am I suppose to do?! They really are of no help
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Replies (1)
Travelstart's replyOfficial
27 Jan 2021, 13:43Good day Leza
Thank you so much for taking the time to provide us with your feedback and recent experience with Travelstart.
I am really sorry to hear of your experience and struggle to get hold of someone for assistance. We have closed our phones lines due an influx of enquiries in an attempt to service more customers. We opened up the chat service that allows our agents to assist more than 1 passenger at a time . In saying that we are still experiencing a great deal of chats, due to the level 3 lockdown restrictions being implemented and the continuation of bans in certain countries which is causing delays in chats being attended to by agents. I am really sorry that you finding it difficult to get hold of someone for assistance.
I have checked your booking and would like to clarify a few points of concern:
Your flights were originally booked to travel DUR - CPT on BA and return CPT - DUR Kulula. When rebooking these airlines need to remain as originally booked as no airline will allow you to rebook onto another airline as your credit is with that specific airline. We are governed by the airline and can only offer what the airline has available at the time of your request.
When rebooking and quoting changes the new flight are restricted to fare validities based on availability. Fares are never guaranteed until paid for and tickets updated , therefore we advise on the quotes sent the following:
Please note that the above quote is subject to confirmation by the airline's availability, at the time of changing and that we are not holding any confirmed seats. We recommend you reply as soon as possible to the above quotation to confirm it as changes will be made when confirmation is received in writing. Confirmation for the applicable change needs to be received by 10h00 SA time today. Please be advised that once a change of reservation has been made we cannot change it back to the original flight without any booking penalties.
You were first quoted on the 21st Jan by one of our agents and we only heard back on the 25th Jan , by that time we would have had to requote the request. Only once we quote and you confirm the new quote are we able to book the flights and send the payment link that will allow you to make a payment for the new ticket.
When we requoted the fare had increased and we sent you an email advising of this. I see they have also sent the payment link and invoice for payment as well as banking details several times.
The fare and taxes have been requoted again today and sent to your email address for payment. Please note that we need payment by 16:00 today so we can update your tickets accordingly.
I will call you this afternoon and we can discuss any question you may have.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback and recent experience with Travelstart.
I am really sorry to hear of your experience and struggle to get hold of someone for assistance. We have closed our phones lines due an influx of enquiries in an attempt to service more customers. We opened up the chat service that allows our agents to assist more than 1 passenger at a time . In saying that we are still experiencing a great deal of chats, due to the level 3 lockdown restrictions being implemented and the continuation of bans in certain countries which is causing delays in chats being attended to by agents. I am really sorry that you finding it difficult to get hold of someone for assistance.
I have checked your booking and would like to clarify a few points of concern:
Your flights were originally booked to travel DUR - CPT on BA and return CPT - DUR Kulula. When rebooking these airlines need to remain as originally booked as no airline will allow you to rebook onto another airline as your credit is with that specific airline. We are governed by the airline and can only offer what the airline has available at the time of your request.
When rebooking and quoting changes the new flight are restricted to fare validities based on availability. Fares are never guaranteed until paid for and tickets updated , therefore we advise on the quotes sent the following:
Please note that the above quote is subject to confirmation by the airline's availability, at the time of changing and that we are not holding any confirmed seats. We recommend you reply as soon as possible to the above quotation to confirm it as changes will be made when confirmation is received in writing. Confirmation for the applicable change needs to be received by 10h00 SA time today. Please be advised that once a change of reservation has been made we cannot change it back to the original flight without any booking penalties.
You were first quoted on the 21st Jan by one of our agents and we only heard back on the 25th Jan , by that time we would have had to requote the request. Only once we quote and you confirm the new quote are we able to book the flights and send the payment link that will allow you to make a payment for the new ticket.
When we requoted the fare had increased and we sent you an email advising of this. I see they have also sent the payment link and invoice for payment as well as banking details several times.
The fare and taxes have been requoted again today and sent to your email address for payment. Please note that we need payment by 16:00 today so we can update your tickets accordingly.
I will call you this afternoon and we can discuss any question you may have.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply27 Jan 2021, 13:43
Official
Good day Leza
Thank you so much for taking the time to provide us with your feedback and recent experience with Travelstart.
I am really sorry to hear of your experience and struggle to get hold of someone for assistance. We have closed our phones lines due an influx of enquiries in an attempt to service more customers. We opened up the chat service that allows our agents to assist more than 1 passenger at a time . In saying that we are still experiencing a great deal of chats, due to the level 3 lockdown restrictions being implemented and the continuation of bans in certain countries which is causing delays in chats being attended to by agents. I am really sorry that you finding it difficult to get hold of someone for assistance.
I have checked your booking and would like to clarify a few points of concern:
Your flights were originally booked to travel DUR - CPT on BA and return CPT - DUR Kulula. When rebooking these airlines need to remain as originally booked as no airline will allow you to rebook onto another airline as your credit is with that specific airline. We are governed by the airline and can only offer what the airline has available at the time of your request.
When rebooking and quoting changes the new flight are restricted to fare validities based on availability. Fares are never guaranteed until paid for and tickets updated , therefore we advise on the quotes sent the following:
Please note that the above quote is subject to confirmation by the airline's availability, at the time of changing and that we are not holding any confirmed seats. We recommend you reply as soon as possible to the above quotation to confirm it as changes will be made when confirmation is received in writing. Confirmation for the applicable change needs to be received by 10h00 SA time today. Please be advised that once a change of reservation has been made we cannot change it back to the original flight without any booking penalties.
You were first quoted on the 21st Jan by one of our agents and we only heard back on the 25th Jan , by that time we would have had to requote the request. Only once we quote and you confirm the new quote are we able to book the flights and send the payment link that will allow you to make a payment for the new ticket.
When we requoted the fare had increased and we sent you an email advising of this. I see they have also sent the payment link and invoice for payment as well as banking details several times.
The fare and taxes have been requoted again today and sent to your email address for payment. Please note that we need payment by 16:00 today so we can update your tickets accordingly.
I will call you this afternoon and we can discuss any question you may have.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback and recent experience with Travelstart.
I am really sorry to hear of your experience and struggle to get hold of someone for assistance. We have closed our phones lines due an influx of enquiries in an attempt to service more customers. We opened up the chat service that allows our agents to assist more than 1 passenger at a time . In saying that we are still experiencing a great deal of chats, due to the level 3 lockdown restrictions being implemented and the continuation of bans in certain countries which is causing delays in chats being attended to by agents. I am really sorry that you finding it difficult to get hold of someone for assistance.
I have checked your booking and would like to clarify a few points of concern:
Your flights were originally booked to travel DUR - CPT on BA and return CPT - DUR Kulula. When rebooking these airlines need to remain as originally booked as no airline will allow you to rebook onto another airline as your credit is with that specific airline. We are governed by the airline and can only offer what the airline has available at the time of your request.
When rebooking and quoting changes the new flight are restricted to fare validities based on availability. Fares are never guaranteed until paid for and tickets updated , therefore we advise on the quotes sent the following:
Please note that the above quote is subject to confirmation by the airline's availability, at the time of changing and that we are not holding any confirmed seats. We recommend you reply as soon as possible to the above quotation to confirm it as changes will be made when confirmation is received in writing. Confirmation for the applicable change needs to be received by 10h00 SA time today. Please be advised that once a change of reservation has been made we cannot change it back to the original flight without any booking penalties.
You were first quoted on the 21st Jan by one of our agents and we only heard back on the 25th Jan , by that time we would have had to requote the request. Only once we quote and you confirm the new quote are we able to book the flights and send the payment link that will allow you to make a payment for the new ticket.
When we requoted the fare had increased and we sent you an email advising of this. I see they have also sent the payment link and invoice for payment as well as banking details several times.
The fare and taxes have been requoted again today and sent to your email address for payment. Please note that we need payment by 16:00 today so we can update your tickets accordingly.
I will call you this afternoon and we can discuss any question you may have.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart