LVdM
Lynette Van der Merwe
1 reviews | Active since Dec 2020
07 Dec 2020, 12:17
Re-booking
Booked a return ticket for kulula through Travelstart for June 2020. Due to Covid all flights were cancelled, I kept in touch via email, they said contact them in November, I did then they said 1st December, I did... Then they told me on the 4th Dec they will be able to let us know by today, they told me today that they still don't have answers, I asked for a refund and they said no. (on the website it says we can re-book or get 100% refund) I've been trying to call them and I'm still waiting 30min later no answer. Beyond Disgusted with the service.
Helpful (0)
Replies (1)0
Replies (1)
Travelstart's replyOfficial
07 Dec 2020, 15:04Good day Lynette
Thank you for your feedback and for taking my call this afternoon.
As discussed please allow me to clarify your concerns.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are governed by all airlines rules and cannot override a decision made by the airline to amend the policy unfortunately.
For the airline in question, the directive for rebooking the suspended tickets are not yet available. We were hoping to get this matter resolved sooner, but the airline has not yet got a work around for the reinstating of the suspended tickets other than the option I provided you with this afternoon. The airline is also not in a position to offer Refunds at this stage.
The offered procedure has been sent to you and when you are ready you may proceed accordingly.
I really wish that there was more we could do , but this matter is out of our hands.
I do hope this helps to clarify some of your concerns.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your feedback and for taking my call this afternoon.
As discussed please allow me to clarify your concerns.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are governed by all airlines rules and cannot override a decision made by the airline to amend the policy unfortunately.
For the airline in question, the directive for rebooking the suspended tickets are not yet available. We were hoping to get this matter resolved sooner, but the airline has not yet got a work around for the reinstating of the suspended tickets other than the option I provided you with this afternoon. The airline is also not in a position to offer Refunds at this stage.
The offered procedure has been sent to you and when you are ready you may proceed accordingly.
I really wish that there was more we could do , but this matter is out of our hands.
I do hope this helps to clarify some of your concerns.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Best regards,
Travelstart's reply07 Dec 2020, 15:04
Official
Good day Lynette
Thank you for your feedback and for taking my call this afternoon.
As discussed please allow me to clarify your concerns.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are governed by all airlines rules and cannot override a decision made by the airline to amend the policy unfortunately.
For the airline in question, the directive for rebooking the suspended tickets are not yet available. We were hoping to get this matter resolved sooner, but the airline has not yet got a work around for the reinstating of the suspended tickets other than the option I provided you with this afternoon. The airline is also not in a position to offer Refunds at this stage.
The offered procedure has been sent to you and when you are ready you may proceed accordingly.
I really wish that there was more we could do , but this matter is out of our hands.
I do hope this helps to clarify some of your concerns.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your feedback and for taking my call this afternoon.
As discussed please allow me to clarify your concerns.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are governed by all airlines rules and cannot override a decision made by the airline to amend the policy unfortunately.
For the airline in question, the directive for rebooking the suspended tickets are not yet available. We were hoping to get this matter resolved sooner, but the airline has not yet got a work around for the reinstating of the suspended tickets other than the option I provided you with this afternoon. The airline is also not in a position to offer Refunds at this stage.
The offered procedure has been sent to you and when you are ready you may proceed accordingly.
I really wish that there was more we could do , but this matter is out of our hands.
I do hope this helps to clarify some of your concerns.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Best regards,