Refund/bad customer eperience

Dear Travelstart Team, I am extremely frustrated with the service I have received regarding my booking (***) from Johannesburg to Durban on December 24th. The entire process has been riddled with errors and mismanagement, causing unnecessary stress and inconvenience. Here is a summary of what transpired: I initially booked a flight for 6:00 AM on December 24th. I contacted your WhatsApp service to change the flight time and was assisted by Dudu, who provided options. I selected the 13:40 flight and was given a quotation with a payment link. I attempted payment through the link, but no money was deducted from my account. I followed up, and Dudu advised that the payment could take up to 40 minutes to reflect. The next morning, I received an email stating that my payment was not processed because I was given the wrong quotation. I called Travelstart to request a new payment link. Despite multiple follow-ups, I only received the link 10 minutes later. Once I finally received the correct link for the 13:40 flight, I made the payment (screenshot attached). After the payment went through, I was contacted and informed that the 13:40 flight was no longer available, and I was offered a 16:55 flight instead. A lady called and said she is a supervisor and I explained the whole story and she never assisted me and she also forced that I pau for their incompetency This is completely unacceptable. I did not agree to or request the 16:55 flight. The errors in quotation and payment processing were entirely on Travelstart’s side, yet I was the one forced to accept a different option with no accountability from your team. Furthermore: The lack of accountability and poor communication are deeply concerning. The fact that customer support calls are routed internationally while using a South African contact number adds to the frustration. There was no supervisor available when I asked to escalate my complaint. Resolution Requested: A full refund of R2,315 paid today for the change that was never correctly processed. A full refund of all tickets, as I no longer wish to use your services after this experience. This has been the most frustrating and poorly handled customer experience I have encountered. I expect an urgent resolution and a response confirming my full refund. Sincereluy,

Nomsa Mvubu