OP
Okarian P
1 reviews | Active since May 2022
16 May 2022, 16:24
Pathetic service and feedback
I booked my ticket with travelstart to go to South Korea unfortunately I contracted covid ,I tried to get into contact with them to either cancel my ticket or suspend it and inform them its because I had contracted covid but it was impossible to get ahold as i was placed on hold ,after making multiple calls due to being put on hold for 45 minutes to and hour I got a hold of an agent,I was told my booking was suspended due to an online log ,I then asked if it would be possible to rebook my ticket and was told the amount at the time would be R6000 more, when I had asked to get a refund I received an email stating that the penalty would be R13640 so I will be getting refunded R1049.40,I'm pretty sure I should get a full refund on my ticket due to the fact I contracted covid, its really poor service and feed back from travelstart I am basically paying for a trip that I didn't go on im not willing to loose all my money for something like this I'm sure leniency should accepted when contracting covid
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Replies (1)0
Replies (1)
Travelstart's replyOfficial
17 May 2022, 08:47Hi Okarian,
Thank you for reaching out to us.
I am very sorry that you are dissatisfied with the refund quoted as per the airline directives. Please note that the airline has advised the ticket should be refunded as per the conditions, which stipulate that the initial ticket is nonrefundable. We are unable to action a refund should you not confirm the amount as we require your consent to do so and should the ticket validity laps, then the booking will be only valid for an amendment or forfeited.
Please see the T&Cs as per the website when booking and note that as a booking platform we do not have authority over the tickets.
https://www.travelstart.co.za/lp/terms-and-conditions
Application
Thank you for reaching out to us.
I am very sorry that you are dissatisfied with the refund quoted as per the airline directives. Please note that the airline has advised the ticket should be refunded as per the conditions, which stipulate that the initial ticket is nonrefundable. We are unable to action a refund should you not confirm the amount as we require your consent to do so and should the ticket validity laps, then the booking will be only valid for an amendment or forfeited.
Please see the T&Cs as per the website when booking and note that as a booking platform we do not have authority over the tickets.
https://www.travelstart.co.za/lp/terms-and-conditions
Application
All services rendered by or on behalf of Travelstart Online Travel Operations (Pty) Ltd (‘Travelstart’) to the Client/s are subject to the terms and conditions (‘the Conditions’) set out below.
Travelstart, located at Longkloof Studios, Block B, Darters Roads, Gardens, Cape Town, 8001, South Africa is part of the Travellab Group, located at Sebbarp Kvarnhem, 24033, Löberöd, Sweden.
The following Terms and Conditions should be read and understood prior to confirming your travel. Do not confirm any booking unless you understand and agree with the following terms and conditions.
Covid-19 Disclaimer
By proceeding to book You agree and accept the Terms and Conditions of the Travelstart Website and its travel Partners. You further acknowledge that Travelstart operates as a reseller of flights and all content that appears on our website is sourced from a GDS (Global Distribution Service) or from the Airline Directly via an Application Programming Interface (API). Whilst every effort is made to ensure that systems are updated to take into account any travel restrictions that may exist at the time of booking, it may be possible that there is a delay in the GDS or Airline system updating to accommodate all travel restrictions that may be imposed. By booking the selected flight with us, you confirm that you have checked that there are no travel restrictions, in both your country of departure, transit and arrival, that may affect your booking and that you have satisfied yourself on behalf of all travellers in the booking that you can proceed with the booking. Please also check the entry requirements of your destination country, as a quarantine period or testing might be a requirement when flying in from South Africa.
Travelstart cannot be held liable for any operational changes, cancellations or consequential damages incurred by you, or any passenger in the booking, in the event that flights are not able to operate as planned, including any disruptions, cancellations or changes to planned schedules. Please note that in the event that a flight is disrupted or cancelled due to travel restrictions being imposed that each airline will have their own policy in this regard, which will apply to your booking.
Nature of the services rendered by Travelstart
Travelstart renders the service of hosting an online search and booking portal, with its primary focus on the travel and accommodation industries (‘the Services’) pursuant to which the general public shall
- have access to the portal,
- be entitled to set certain travel, accommodation and/or other service criteria based on information gleaned from the internet,
- request quotations and
- be entitled to confirm bookings and place reservations relating to travel, accommodation and/or other service requirements
For the avoidance of doubt, the services do not include any advisory or consultancy services, unless you choose to speak to a Travelstart Live Agent.
The Client and Authority
Any person(s) wishing to utilise the services, indicates their acceptance of these Terms and Conditions by proceeding with the booking on the passenger information page, prior to the conclusion of any transaction with Travelstart. Upon doing so, such person is DEEMED TO HAVE READ, UNDERSTOOD AND ACCEPTED these Terms and Conditions and to have the authority to do so on behalf of the person/Company person in whose name the ultimate reservation or booking is made (collectively referred to as ‘the Client(s)’).
Please be advised that unless requested otherwise upon making the reservation, Travelstart is authorised to engage with any Passenger listed in a booking, in as long as that Passenger is able to provide the reference number for the booking. Travelstart accepts no responsibility for any changes made by any of the listed Passengers in a booking.
Service Fee
These fees cover the costs incurred by Travelstart in booking and servicing your travel reservation. We also reserve the right to charge an additional service fee for any additional services rendered, such as cancellation requests or changes to your booking.
Please be advised that service fees and products are non-refundable in case of a cancellation. Service fees vary depending on the number of Passengers in a booking, the service provider or the destination and the service being provided. Should you book online these fees will be clearly displayed on the payments page before your booking is confirmed. Should you book with a live agent these will appear on your quotation.
Cancellation
In the event of the Client cancelling the Booking, Travelstart shall have the RIGHT TO EITHER CLAIM the amount of, or retain an amount of the Payment and claim reasonable damages suffered by Travelstart, provided that Travelstart shall not impose any cancellation fee or claim any damages in respect of a Booking or reservation if the Client is unable to honour the Booking or reservation due to the death or hospitalisation of the Client. The Principals may reserve the RIGHT TO CANCEL any services prior to departure, in which event the Payment (less Travelstart’s service fee) will be refunded by the Principal to the Client without any further obligation on the part of Travelstart. Travelstart will CHARGE A FEE for processing the request for refund. Clients should refer to the “Refunds” section of these Conditions, as well as the cancellation provisions contained in the Principal’s Conditions or the Sites. Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition.
Please note that should you have booked a ticket with more than one flight (eg: CPT - JHB - MAU) you may only use your tickets in the sequence they were booked. If you do not check in for your first flight the Airline reserves the right to cancel all of the remaining flights on that ticket and your ticket will become invalid. You will not get any money refunded for parts of the tickets not used.
Unscheduled Change/Disruption
In the unlikely event of there being an unscheduled extension to the final itinerary caused by flight re-scheduling, flight delays, bad weather, strikes or any other cause which is beyond the control of Travelstart, its agents or the Principal, any EXPENSES RELATING TO SUCH UNSCHEDULED EXTENSIONS (HOTEL ACCOMMODATION ETC.) WILL BE FOR THE CLIENT’S ACCOUNT. The Client should confirm whether any of these expenses may be covered by travel insurance, should this be applicable. it is the Client’s responsibility to confirm the specific provisions of the travel insurance. In most instances the Principal/s will make the change/s/disruption/s known to Travelstart and in this instance, time permitting, Travelstart will make every effort to pass this information onto you using the contact details provided at the time of making the booking. Please note that it is the Principal’s duty to inform the person who made the booking of any changes to the booking, however there are times when this information is not timeously relayed so it is important to ensure that when travelling you have access to the email address used at the time of making the booking. It is also recommended that both 72 hours and 24 hours before flying you confirm your itinerary both when departing from your country of origin and when making your return journey. Once checked in you will be notified in the unlikely event of changes to your flight. Travelstart cannot be held liable for failing to advise you of any changes, even when these changes had been communicated by the Principal/s to us as there may be delays in relaying this information to you, due to operating hours or technical delays.
Please revert as instructed on our emails and advise as to how you wish to proceed.
Kind Regards,
Melissa
Travelstart's reply17 May 2022, 08:47
Official
Hi Okarian,
Thank you for reaching out to us.
I am very sorry that you are dissatisfied with the refund quoted as per the airline directives. Please note that the airline has advised the ticket should be refunded as per the conditions, which stipulate that the initial ticket is nonrefundable. We are unable to action a refund should you not confirm the amount as we require your consent to do so and should the ticket validity laps, then the booking will be only valid for an amendment or forfeited.
Please see the T&Cs as per the website when booking and note that as a booking platform we do not have authority over the tickets.
https://www.travelstart.co.za/lp/terms-and-conditions
Application
Thank you for reaching out to us.
I am very sorry that you are dissatisfied with the refund quoted as per the airline directives. Please note that the airline has advised the ticket should be refunded as per the conditions, which stipulate that the initial ticket is nonrefundable. We are unable to action a refund should you not confirm the amount as we require your consent to do so and should the ticket validity laps, then the booking will be only valid for an amendment or forfeited.
Please see the T&Cs as per the website when booking and note that as a booking platform we do not have authority over the tickets.
https://www.travelstart.co.za/lp/terms-and-conditions
Application
All services rendered by or on behalf of Travelstart Online Travel Operations (Pty) Ltd (‘Travelstart’) to the Client/s are subject to the terms and conditions (‘the Conditions’) set out below.
Travelstart, located at Longkloof Studios, Block B, Darters Roads, Gardens, Cape Town, 8001, South Africa is part of the Travellab Group, located at Sebbarp Kvarnhem, 24033, Löberöd, Sweden.
The following Terms and Conditions should be read and understood prior to confirming your travel. Do not confirm any booking unless you understand and agree with the following terms and conditions.
Covid-19 Disclaimer
By proceeding to book You agree and accept the Terms and Conditions of the Travelstart Website and its travel Partners. You further acknowledge that Travelstart operates as a reseller of flights and all content that appears on our website is sourced from a GDS (Global Distribution Service) or from the Airline Directly via an Application Programming Interface (API). Whilst every effort is made to ensure that systems are updated to take into account any travel restrictions that may exist at the time of booking, it may be possible that there is a delay in the GDS or Airline system updating to accommodate all travel restrictions that may be imposed. By booking the selected flight with us, you confirm that you have checked that there are no travel restrictions, in both your country of departure, transit and arrival, that may affect your booking and that you have satisfied yourself on behalf of all travellers in the booking that you can proceed with the booking. Please also check the entry requirements of your destination country, as a quarantine period or testing might be a requirement when flying in from South Africa.
Travelstart cannot be held liable for any operational changes, cancellations or consequential damages incurred by you, or any passenger in the booking, in the event that flights are not able to operate as planned, including any disruptions, cancellations or changes to planned schedules. Please note that in the event that a flight is disrupted or cancelled due to travel restrictions being imposed that each airline will have their own policy in this regard, which will apply to your booking.
Nature of the services rendered by Travelstart
Travelstart renders the service of hosting an online search and booking portal, with its primary focus on the travel and accommodation industries (‘the Services’) pursuant to which the general public shall
- have access to the portal,
- be entitled to set certain travel, accommodation and/or other service criteria based on information gleaned from the internet,
- request quotations and
- be entitled to confirm bookings and place reservations relating to travel, accommodation and/or other service requirements
For the avoidance of doubt, the services do not include any advisory or consultancy services, unless you choose to speak to a Travelstart Live Agent.
The Client and Authority
Any person(s) wishing to utilise the services, indicates their acceptance of these Terms and Conditions by proceeding with the booking on the passenger information page, prior to the conclusion of any transaction with Travelstart. Upon doing so, such person is DEEMED TO HAVE READ, UNDERSTOOD AND ACCEPTED these Terms and Conditions and to have the authority to do so on behalf of the person/Company person in whose name the ultimate reservation or booking is made (collectively referred to as ‘the Client(s)’).
Please be advised that unless requested otherwise upon making the reservation, Travelstart is authorised to engage with any Passenger listed in a booking, in as long as that Passenger is able to provide the reference number for the booking. Travelstart accepts no responsibility for any changes made by any of the listed Passengers in a booking.
Service Fee
These fees cover the costs incurred by Travelstart in booking and servicing your travel reservation. We also reserve the right to charge an additional service fee for any additional services rendered, such as cancellation requests or changes to your booking.
Please be advised that service fees and products are non-refundable in case of a cancellation. Service fees vary depending on the number of Passengers in a booking, the service provider or the destination and the service being provided. Should you book online these fees will be clearly displayed on the payments page before your booking is confirmed. Should you book with a live agent these will appear on your quotation.
Cancellation
In the event of the Client cancelling the Booking, Travelstart shall have the RIGHT TO EITHER CLAIM the amount of, or retain an amount of the Payment and claim reasonable damages suffered by Travelstart, provided that Travelstart shall not impose any cancellation fee or claim any damages in respect of a Booking or reservation if the Client is unable to honour the Booking or reservation due to the death or hospitalisation of the Client. The Principals may reserve the RIGHT TO CANCEL any services prior to departure, in which event the Payment (less Travelstart’s service fee) will be refunded by the Principal to the Client without any further obligation on the part of Travelstart. Travelstart will CHARGE A FEE for processing the request for refund. Clients should refer to the “Refunds” section of these Conditions, as well as the cancellation provisions contained in the Principal’s Conditions or the Sites. Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition.
Please note that should you have booked a ticket with more than one flight (eg: CPT - JHB - MAU) you may only use your tickets in the sequence they were booked. If you do not check in for your first flight the Airline reserves the right to cancel all of the remaining flights on that ticket and your ticket will become invalid. You will not get any money refunded for parts of the tickets not used.
Unscheduled Change/Disruption
In the unlikely event of there being an unscheduled extension to the final itinerary caused by flight re-scheduling, flight delays, bad weather, strikes or any other cause which is beyond the control of Travelstart, its agents or the Principal, any EXPENSES RELATING TO SUCH UNSCHEDULED EXTENSIONS (HOTEL ACCOMMODATION ETC.) WILL BE FOR THE CLIENT’S ACCOUNT. The Client should confirm whether any of these expenses may be covered by travel insurance, should this be applicable. it is the Client’s responsibility to confirm the specific provisions of the travel insurance. In most instances the Principal/s will make the change/s/disruption/s known to Travelstart and in this instance, time permitting, Travelstart will make every effort to pass this information onto you using the contact details provided at the time of making the booking. Please note that it is the Principal’s duty to inform the person who made the booking of any changes to the booking, however there are times when this information is not timeously relayed so it is important to ensure that when travelling you have access to the email address used at the time of making the booking. It is also recommended that both 72 hours and 24 hours before flying you confirm your itinerary both when departing from your country of origin and when making your return journey. Once checked in you will be notified in the unlikely event of changes to your flight. Travelstart cannot be held liable for failing to advise you of any changes, even when these changes had been communicated by the Principal/s to us as there may be delays in relaying this information to you, due to operating hours or technical delays.
Please revert as instructed on our emails and advise as to how you wish to proceed.
Kind Regards,
Melissa