FM
Felicia M
1 reviews | Active since May 2015
23 Mar 2021, 08:41
No customer service
I called, emailed, sent a WhatsApp message having a problem with flight bookings. The only answer I got was an sms saying they not operating. What I don't understand is them being a travel/tourism business that cannot assist you during holidays while you are their client, when all other tourism businesses are there to assist. We were left stranded with only an sms. Poor service
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Replies (1)
Travelstart's replyOfficial
23 Mar 2021, 10:52Hi Felicia,
Thanks for reaching out and taking the time to voice your concerns regarding your recent experience with Travelstart and taking my call earlier.
As discussed you reached out to us 7 minutes before the flight departure wanting to do a flight change. Our agent responded immediately to your email advising this would not be possible for a last minute change.
I'm afraid the airline does not allow us to assist with a last minute change as the flight booking is already in airport mode and the passenger is then considered a no-show from the airline side.
We do advise passengers on their e-ticket:
Check-in Information
The standard check-in time is 2 hours before departure and we strongly recommend that you check-in early. Airlines may close their check-in 1 hour before scheduled time of departure and fully reserve the right to refuse boarding to any passengers who do not comply with these check-in deadlines. For travel to the USA, it is advisable to be at the airport at least 3 hours before your flight leaves, as security checks are more extensive. Travelstart holds no responsibility for passengers arriving late for check in.
The Kulula flight ticket is forfeited due to the passengers being a no-show as they only got arrived at check-in half n hour prior to departure. We can see if the airline would offer a partial refund on the airport taxes.
You confirmed we can submit for a refund. Should any refund be due it will take 10 - 12 weeks and any funds due will be refunded from the airlines side direct back onto the card used to make the booking.
Kind Regards,
Marcelle
Thanks for reaching out and taking the time to voice your concerns regarding your recent experience with Travelstart and taking my call earlier.
As discussed you reached out to us 7 minutes before the flight departure wanting to do a flight change. Our agent responded immediately to your email advising this would not be possible for a last minute change.
I'm afraid the airline does not allow us to assist with a last minute change as the flight booking is already in airport mode and the passenger is then considered a no-show from the airline side.
We do advise passengers on their e-ticket:
Check-in Information
The standard check-in time is 2 hours before departure and we strongly recommend that you check-in early. Airlines may close their check-in 1 hour before scheduled time of departure and fully reserve the right to refuse boarding to any passengers who do not comply with these check-in deadlines. For travel to the USA, it is advisable to be at the airport at least 3 hours before your flight leaves, as security checks are more extensive. Travelstart holds no responsibility for passengers arriving late for check in.
The Kulula flight ticket is forfeited due to the passengers being a no-show as they only got arrived at check-in half n hour prior to departure. We can see if the airline would offer a partial refund on the airport taxes.
You confirmed we can submit for a refund. Should any refund be due it will take 10 - 12 weeks and any funds due will be refunded from the airlines side direct back onto the card used to make the booking.
Kind Regards,
Marcelle
Travelstart's reply23 Mar 2021, 10:52
Official
Hi Felicia,
Thanks for reaching out and taking the time to voice your concerns regarding your recent experience with Travelstart and taking my call earlier.
As discussed you reached out to us 7 minutes before the flight departure wanting to do a flight change. Our agent responded immediately to your email advising this would not be possible for a last minute change.
I'm afraid the airline does not allow us to assist with a last minute change as the flight booking is already in airport mode and the passenger is then considered a no-show from the airline side.
We do advise passengers on their e-ticket:
Check-in Information
The standard check-in time is 2 hours before departure and we strongly recommend that you check-in early. Airlines may close their check-in 1 hour before scheduled time of departure and fully reserve the right to refuse boarding to any passengers who do not comply with these check-in deadlines. For travel to the USA, it is advisable to be at the airport at least 3 hours before your flight leaves, as security checks are more extensive. Travelstart holds no responsibility for passengers arriving late for check in.
The Kulula flight ticket is forfeited due to the passengers being a no-show as they only got arrived at check-in half n hour prior to departure. We can see if the airline would offer a partial refund on the airport taxes.
You confirmed we can submit for a refund. Should any refund be due it will take 10 - 12 weeks and any funds due will be refunded from the airlines side direct back onto the card used to make the booking.
Kind Regards,
Marcelle
Thanks for reaching out and taking the time to voice your concerns regarding your recent experience with Travelstart and taking my call earlier.
As discussed you reached out to us 7 minutes before the flight departure wanting to do a flight change. Our agent responded immediately to your email advising this would not be possible for a last minute change.
I'm afraid the airline does not allow us to assist with a last minute change as the flight booking is already in airport mode and the passenger is then considered a no-show from the airline side.
We do advise passengers on their e-ticket:
Check-in Information
The standard check-in time is 2 hours before departure and we strongly recommend that you check-in early. Airlines may close their check-in 1 hour before scheduled time of departure and fully reserve the right to refuse boarding to any passengers who do not comply with these check-in deadlines. For travel to the USA, it is advisable to be at the airport at least 3 hours before your flight leaves, as security checks are more extensive. Travelstart holds no responsibility for passengers arriving late for check in.
The Kulula flight ticket is forfeited due to the passengers being a no-show as they only got arrived at check-in half n hour prior to departure. We can see if the airline would offer a partial refund on the airport taxes.
You confirmed we can submit for a refund. Should any refund be due it will take 10 - 12 weeks and any funds due will be refunded from the airlines side direct back onto the card used to make the booking.
Kind Regards,
Marcelle