No professionalism and customer satisfaction at travelstart

Hi Mosima,

Thank you for reaching out and taking the time to share your concerns with us. 

With the national lockdowns in each country due to Covid-19, airlines were no longer in control of their flight schedules and all cancellations and/or disruptions that take place or will take place are as a result of the national lockdown and not at the instance of the airline. Each airline has their own policy with regards to cancellations and changes. As Travelstart acts as an agent for the airline we are bound by the airlines rules and need to quote according to their directives which they have provided us. The airlines sit with the funds of the ticket and Travelstart is governed by all airline policies and I'm afraid we are not permitted to waiver any of their policies.  Whatever the airline cancellation penalties are for the customers ticket our refunds team will advise accordingly. 

I'm afraid SAA is still in business rescue and not offering their passenger any refunds or vouchers. As the airline sits with the funds of the ticket we are governed by all airline policies. 

SAA is currently not operating nore have they loaded flights into the global booking system so we are unable to assist with re-booking any SAA flights. The airline have not provided us with a date when they will resume operation.

Regarding your Kulula flight booking:

Kindly be advised that the Kulula Airlines ticketing band has not yet been lifted and therefore we are not able to assist with any date changes. 

Customers have the following 2 options for tickets who's original departure were:
14 March-30 Nov 2020

To rebook your flights you would need to contact Kulula direct - we have provided this information via email and the Kulula agent will need to assist in re-booking you. 

Kulula call centre is open Mon to Sun 07H00 – 19H00 

Please provide them with the following details:

Kulula reference number: (provided to you via email)
Ticket number:   (provided to you via email)

The airline has waivered their re-booking fee. Should there be a difference in fare and taxes the airline will charge for this + you will need to have a credit card ready to pay in the difference when contacting Kulula.

If you prefer to nominate a new passenger to travel then please follow the Travelbank Voucher process.

Allocating your unused ticket value to a Travel bank account

Travel bank allows you to keep the unused value of your ticket to pay or part pay towards any future flight of your choice on the http://Kulula.com website. You could even purchase a ticket for someone else. To access Travel bank, you will need a Kulula ID.
You are requested to:
1. Ensure they have a valid Kulula ID with the correct name, surname and contact details loaded onto their Kulula ID profile.
Login now to check your details. https://bit.ly/2MOb5pW
Create a Kulula ID if they don’t have one.  https://dx.flights.kulula.com/dx/MNDX/#/create-profile?locale=en-GB…
2. Email *** with the below information to facilitate the Travel bank credit process.
* unique Kulula ID,
* original ticket number
* OR booking reference
* OR flight details (flight number, date of travel, routing and traveller’s name/surname),
* To assist us in facilitating the Travel bank credit process as swiftly as possible, we urge customers to email *** rather than calling the Contact Centre.
Due to system and operational constraints, facilitating the Travel bank process can take up to 8 weeks to reflect. Considering the length of the process, limited schedule and availability of flights, customers will only be able to utilise their credit for bookings for travel between 11 January 2021 and 30 November 2021.

I hope the above information helps. 

For any further queries you welcome to reach out to our operations team at:  help @ travelstart . com  we have a team managing that inbox 7 days a week and will respond within the required time frame.

Kind Regards,

Marcelle