1 reviews | Active since Dec 2021
Refund on airline ticket due to travel ban
This matter is With regard to the refund for my ticket booked in November and has subsequently been cancelled due to the travel ban. I have contacted Turkish airlines and they have confirmed that no penalty is charged from their side, due to the Covid travel ban.
Travelstart eventually (after several attempts to contact them!) emailed and have deducted a large ‘airline penalty’ - which is completely unnecessary! Even an admin fee..
The circumstances that surround this is beyond anyone’s control and therefore see absolutely no reason why any penalties should be charged at all.
Kindly refund my full ticket amount! And not after “12-24 weeks” as stipulated - that’s half a year!!!! I have consulted legal advice regarding this matter as well.
Thank you for taking the time to share your concerns with us and we regret to hear you are not happy with the refund quote e-mailed.
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 them. Whatever the airline cancellation penalties are, our refunds team will quote accordingly.
The fares and taxes for your booking went directly to the airline when purchasing your ticket. In our Terms & Conditions we also provide the following information:
Only once Turkish airlines cancel a flight are we able to offer a full refund of fare and taxes. When the agent initially emailed the refund quote all your flights were still confirmed.
Only after did the airline cancel.
I see our refunds team have since sent an updated email confirming to a full refund, providing the amount as well as the processing time.
Regarding the processing time, the airline sits with the funds of the ticket and due to the global pandemic all airlines are receiving high volumes of refund requests from around the world. They have advised significant delays should be expected.
Please be assured the airlines are trying to process refunds as quickly as possible for all passengers around the world.
Kind Regards,
Marcelle
Thank you for taking the time to share your concerns with us and we regret to hear you are not happy with the refund quote e-mailed.
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 them. Whatever the airline cancellation penalties are, our refunds team will quote accordingly.
The fares and taxes for your booking went directly to the airline when purchasing your ticket. In our Terms & Conditions we also provide the following information:
Only once Turkish airlines cancel a flight are we able to offer a full refund of fare and taxes. When the agent initially emailed the refund quote all your flights were still confirmed.
Only after did the airline cancel.
I see our refunds team have since sent an updated email confirming to a full refund, providing the amount as well as the processing time.
Regarding the processing time, the airline sits with the funds of the ticket and due to the global pandemic all airlines are receiving high volumes of refund requests from around the world. They have advised significant delays should be expected.
Please be assured the airlines are trying to process refunds as quickly as possible for all passengers around the world.
Kind Regards,
Marcelle