DB
Dave B
1 reviews | Active since Apr 2020
24 Apr 2020, 14:33
Offered a full refund - Now the story changes
Airline changed the departures dates on my tickets which i indicated was unacceptable to me. Travelstart informed me in writing as follows, "[09:07] ******: The airline has advised that : In case passenger does not accept rebooking without penalty and/or voucher, ******* or Travel agencies, for their own tickets, will proceed with refund of ticket for an amount equal to the value of the ticket purchased or its residual value. Now i am being told that the Airline will offer a travel voucher for the equal value to be used in a year. June/July holidays is the only time as a family we are able to travel, and next years holiday falls outside the one year time frame. If the airline doubles the prices we are still liable to pay the difference. I was promised a refund and that what i expect, if you dont assist i will claim from my credit card
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Replies (6)0
Replies (6)
Travelstart's replyOfficial
24 Apr 2020, 15:42Good afternoon Dave
Thank you for your feedback and for allowing us the opportunity to respond to the concerns and points raised.
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. Ticket refunds are dependent on airline rules. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
Kindly note, even though Travelstart issues the ticket on behalf of the airline, the full ticket value is paid over to the airline, so we are not in possession of your funds to refund you or even issue a voucher for your ticket value. Travelstart therefore, cannot be held responsible for any airline refusing to refund travelers on cancelled flights or alternatively choosing to refund in the form of a voucher or partial cash refund.
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
We do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
Thank you for your feedback and for allowing us the opportunity to respond to the concerns and points raised.
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. Ticket refunds are dependent on airline rules. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
Kindly note, even though Travelstart issues the ticket on behalf of the airline, the full ticket value is paid over to the airline, so we are not in possession of your funds to refund you or even issue a voucher for your ticket value. Travelstart therefore, cannot be held responsible for any airline refusing to refund travelers on cancelled flights or alternatively choosing to refund in the form of a voucher or partial cash refund.
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
We do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
Travelstart's reply24 Apr 2020, 15:42
Official
Good afternoon Dave
Thank you for your feedback and for allowing us the opportunity to respond to the concerns and points raised.
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. Ticket refunds are dependent on airline rules. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
Kindly note, even though Travelstart issues the ticket on behalf of the airline, the full ticket value is paid over to the airline, so we are not in possession of your funds to refund you or even issue a voucher for your ticket value. Travelstart therefore, cannot be held responsible for any airline refusing to refund travelers on cancelled flights or alternatively choosing to refund in the form of a voucher or partial cash refund.
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
We do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
Thank you for your feedback and for allowing us the opportunity to respond to the concerns and points raised.
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. Ticket refunds are dependent on airline rules. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
Kindly note, even though Travelstart issues the ticket on behalf of the airline, the full ticket value is paid over to the airline, so we are not in possession of your funds to refund you or even issue a voucher for your ticket value. Travelstart therefore, cannot be held responsible for any airline refusing to refund travelers on cancelled flights or alternatively choosing to refund in the form of a voucher or partial cash refund.
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
We do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
DB
Dave B's updateReviewer Update
24 Apr 2020, 15:45So please explain why after writing this review i called Alitalia and they said I should be entitled to a full refund???
DB
Dave B's update24 Apr 2020, 15:45
Reviewer Update
So please explain why after writing this review i called Alitalia and they said I should be entitled to a full refund???
Travelstart's replyOfficial
24 Apr 2020, 15:49Hello again Dave
Your bookings will be escalated to our refunds team with your response and will ask them to follow up with the airline to see if the directive has changed again.
We only communicate the information provided by the airline, so we will follow up with them and send you an update as soon as we receive feedback from them.
Kind regards,
The Travelstart Team
Your bookings will be escalated to our refunds team with your response and will ask them to follow up with the airline to see if the directive has changed again.
We only communicate the information provided by the airline, so we will follow up with them and send you an update as soon as we receive feedback from them.
Kind regards,
The Travelstart Team
Travelstart's reply24 Apr 2020, 15:49
Official
Hello again Dave
Your bookings will be escalated to our refunds team with your response and will ask them to follow up with the airline to see if the directive has changed again.
We only communicate the information provided by the airline, so we will follow up with them and send you an update as soon as we receive feedback from them.
Kind regards,
The Travelstart Team
Your bookings will be escalated to our refunds team with your response and will ask them to follow up with the airline to see if the directive has changed again.
We only communicate the information provided by the airline, so we will follow up with them and send you an update as soon as we receive feedback from them.
Kind regards,
The Travelstart Team
DB
Dave B's updateReviewer Update
24 Apr 2020, 15:52When your refunds team responds to a clients request should they not have the latest information on hand about what a client is legally entitled to or does it rather suit travelstart to offer a refund voucher whereby they get to keep their commission. Something is starting to seem a bit suspect here????
DB
Dave B's update24 Apr 2020, 15:52
Reviewer Update
When your refunds team responds to a clients request should they not have the latest information on hand about what a client is legally entitled to or does it rather suit travelstart to offer a refund voucher whereby they get to keep their commission. Something is starting to seem a bit suspect here????
Travelstart's replyOfficial
24 Apr 2020, 15:57Hello again Dave
As advised in the previous comment:
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
Kind regards,
The Travelstart Team
As advised in the previous comment:
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
Kind regards,
The Travelstart Team
Travelstart's reply24 Apr 2020, 15:57
Official
Hello again Dave
As advised in the previous comment:
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
Kind regards,
The Travelstart Team
As advised in the previous comment:
The information supp****, regarding the refund, at the time was correct and updated.
The airline reserves the right to amend this policy at any given time.
Kind regards,
The Travelstart Team
DB
Dave B's updateReviewer Update
24 Apr 2020, 16:00That's fine I am able to read. I will also confirm directly with Alitalia to confirm if there have been any recent changes and post back here
DB
Dave B's update24 Apr 2020, 16:00
Reviewer Update
That's fine I am able to read. I will also confirm directly with Alitalia to confirm if there have been any recent changes and post back here