DJ
Daniel J
1 reviews | Active since Dec 2020
31 Dec 2020, 21:16
No customer service at Travelstart
I’m really disappointed in how Travelstart is managing the cancellation/changes of flight bookings after Lockdown level 3 was announced on Monday evening. I’ve been trying numerous times to contact Travelstart to change my booking; no one ever replies on the online chat and the email replies are auto generated. Definitely won’t recommend Travelstart to anyone as I can’t sort out my tickets due to booking through Travelstart’s website. I’ve tried speaking to British Airways but they informed me that Travelstart should sort this out. Absolutely no customer service!
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Replies (2)
Travelstart's replyOfficial
01 Jan 2021, 10:51Hi Daniel,
Thanks for reaching out.
We regret to hear you have not had a great experience when booking with us and sorry you have been struggling to change your booking.
Due to Covid 19 Pandemic reaching its second wave in most countries and after our presidents speak we are receiving high volumes of booking queries. We have all agents assisting and responding to all our customers reaching out to us as quickly as efficiently as possible.
I've searched using the email address you have provided and located your booking.
We received your change request on the 31 December however no information was provided for our team to assist with the change. I see our team responded the same day asking if you could please provide exact dates of travel so they can assist.
We received your new times and a quote was sent that day, which you have accepted. Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart. Should there be any difference in fare and taxes our team need to quote this on behalf of the airline, and I'm afraid we are not permitted to waiver any airline fees.
BA Comair have emailed us the following:
""We have received the following from BA.
Due to the reinstatement of the adjusted level 3 Lockdown restrictions and newly imposed daily curfew from 21h00 - 06hoo, there will be an impact our flight schedule.
Affected customers will be re-accommodated and contacted in due course.
We encourage travellers to ensure that we have their correct contact details, as we will contact them via SMA and/or email.
Passengers can check on their flight status/updates on the BA app.
Thank you for your patience and understanding.""
The airline is reviewing their schedules however we are not able to advise for which dates and when they will advise their passengers. They are working on a first flight bases.
We will give you a call shortly to address your concerns and answer any amendment queries you have over the phone.
King Regards,
Travelstart
Thanks for reaching out.
We regret to hear you have not had a great experience when booking with us and sorry you have been struggling to change your booking.
Due to Covid 19 Pandemic reaching its second wave in most countries and after our presidents speak we are receiving high volumes of booking queries. We have all agents assisting and responding to all our customers reaching out to us as quickly as efficiently as possible.
I've searched using the email address you have provided and located your booking.
We received your change request on the 31 December however no information was provided for our team to assist with the change. I see our team responded the same day asking if you could please provide exact dates of travel so they can assist.
We received your new times and a quote was sent that day, which you have accepted. Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart. Should there be any difference in fare and taxes our team need to quote this on behalf of the airline, and I'm afraid we are not permitted to waiver any airline fees.
BA Comair have emailed us the following:
""We have received the following from BA.
Due to the reinstatement of the adjusted level 3 Lockdown restrictions and newly imposed daily curfew from 21h00 - 06hoo, there will be an impact our flight schedule.
Affected customers will be re-accommodated and contacted in due course.
We encourage travellers to ensure that we have their correct contact details, as we will contact them via SMA and/or email.
Passengers can check on their flight status/updates on the BA app.
Thank you for your patience and understanding.""
The airline is reviewing their schedules however we are not able to advise for which dates and when they will advise their passengers. They are working on a first flight bases.
We will give you a call shortly to address your concerns and answer any amendment queries you have over the phone.
King Regards,
Travelstart
Travelstart's reply01 Jan 2021, 10:51
Official
Hi Daniel,
Thanks for reaching out.
We regret to hear you have not had a great experience when booking with us and sorry you have been struggling to change your booking.
Due to Covid 19 Pandemic reaching its second wave in most countries and after our presidents speak we are receiving high volumes of booking queries. We have all agents assisting and responding to all our customers reaching out to us as quickly as efficiently as possible.
I've searched using the email address you have provided and located your booking.
We received your change request on the 31 December however no information was provided for our team to assist with the change. I see our team responded the same day asking if you could please provide exact dates of travel so they can assist.
We received your new times and a quote was sent that day, which you have accepted. Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart. Should there be any difference in fare and taxes our team need to quote this on behalf of the airline, and I'm afraid we are not permitted to waiver any airline fees.
BA Comair have emailed us the following:
""We have received the following from BA.
Due to the reinstatement of the adjusted level 3 Lockdown restrictions and newly imposed daily curfew from 21h00 - 06hoo, there will be an impact our flight schedule.
Affected customers will be re-accommodated and contacted in due course.
We encourage travellers to ensure that we have their correct contact details, as we will contact them via SMA and/or email.
Passengers can check on their flight status/updates on the BA app.
Thank you for your patience and understanding.""
The airline is reviewing their schedules however we are not able to advise for which dates and when they will advise their passengers. They are working on a first flight bases.
We will give you a call shortly to address your concerns and answer any amendment queries you have over the phone.
King Regards,
Travelstart
Thanks for reaching out.
We regret to hear you have not had a great experience when booking with us and sorry you have been struggling to change your booking.
Due to Covid 19 Pandemic reaching its second wave in most countries and after our presidents speak we are receiving high volumes of booking queries. We have all agents assisting and responding to all our customers reaching out to us as quickly as efficiently as possible.
I've searched using the email address you have provided and located your booking.
We received your change request on the 31 December however no information was provided for our team to assist with the change. I see our team responded the same day asking if you could please provide exact dates of travel so they can assist.
We received your new times and a quote was sent that day, which you have accepted. Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound the airlines rules and need to quote according to their directives which they have provided us. I'm afraid we are not able to overrule any airlines policies as the airlines sit with the funds of the ticket and not Travelstart. Should there be any difference in fare and taxes our team need to quote this on behalf of the airline, and I'm afraid we are not permitted to waiver any airline fees.
BA Comair have emailed us the following:
""We have received the following from BA.
Due to the reinstatement of the adjusted level 3 Lockdown restrictions and newly imposed daily curfew from 21h00 - 06hoo, there will be an impact our flight schedule.
Affected customers will be re-accommodated and contacted in due course.
We encourage travellers to ensure that we have their correct contact details, as we will contact them via SMA and/or email.
Passengers can check on their flight status/updates on the BA app.
Thank you for your patience and understanding.""
The airline is reviewing their schedules however we are not able to advise for which dates and when they will advise their passengers. They are working on a first flight bases.
We will give you a call shortly to address your concerns and answer any amendment queries you have over the phone.
King Regards,
Travelstart
Travelstart's replyOfficial
01 Jan 2021, 11:47Hi Daniel,
Thank you for taking my call earlier and your understanding.
We do apologise for the frustration caused and appreciate your local support during these unprecedented times.
My colleague Elroy has secured your seat on the 12pm flight Cape Town - OR Tambo and emailed the payment link, which you should receive shortly. If payment could be made within the next hour. Our team will then be able to process payment and re-issue for the new time of travel.
Wishing you and your family a safe festive season and safe travels.
Kind Regards,
Marcelle
Thank you for taking my call earlier and your understanding.
We do apologise for the frustration caused and appreciate your local support during these unprecedented times.
My colleague Elroy has secured your seat on the 12pm flight Cape Town - OR Tambo and emailed the payment link, which you should receive shortly. If payment could be made within the next hour. Our team will then be able to process payment and re-issue for the new time of travel.
Wishing you and your family a safe festive season and safe travels.
Kind Regards,
Marcelle
Travelstart's reply01 Jan 2021, 11:47
Official
Hi Daniel,
Thank you for taking my call earlier and your understanding.
We do apologise for the frustration caused and appreciate your local support during these unprecedented times.
My colleague Elroy has secured your seat on the 12pm flight Cape Town - OR Tambo and emailed the payment link, which you should receive shortly. If payment could be made within the next hour. Our team will then be able to process payment and re-issue for the new time of travel.
Wishing you and your family a safe festive season and safe travels.
Kind Regards,
Marcelle
Thank you for taking my call earlier and your understanding.
We do apologise for the frustration caused and appreciate your local support during these unprecedented times.
My colleague Elroy has secured your seat on the 12pm flight Cape Town - OR Tambo and emailed the payment link, which you should receive shortly. If payment could be made within the next hour. Our team will then be able to process payment and re-issue for the new time of travel.
Wishing you and your family a safe festive season and safe travels.
Kind Regards,
Marcelle