ML
Milan L
1 reviews | Active since Jun 2019
09 Nov 2020, 12:43
Requesting vouchers for flight cancellation for 6 months - They clearly don't care!
We had flights booked with Travelstart from JHB to Mauritius for September 2020. We realised that we couldn't travel due to lockdown/COVID-19 so in May 2020 we started requesting a vouchers from Travelstart. On 19th May, I was informed that i'd receive vouchers. I didn't hear back from them and then on 26th May Anele from Travelstart said that I'd hear from their team within 24hrs. I kept e-mailing them but haven't heard from them ever since. I've had numerous calls, e-mails and online chats with Travelstart. It's now 6 months since my initial request and they don't seem to care. All they've done since the start was blame the airline. If that's the case, why do they even exist?
Helpful (0)
Replies (5)0
Replies (5)
Travelstart's replyOfficial
09 Nov 2020, 15:29Hi there Milan
Thank you so much for taking the time to provide us with your feedback.
I am truly sorry that you are unsatisfied with the service or lack thereof provided by Travelstart.
I have had a look into your booking and can advise the following,
Booking reference ZA***3 , vouchers was sent on the 25 September and again today in response to your review.
Booking reference ZA***5 , I sent to you now in response to your review. It seems there was some confusion with the references and as a result the second set of vouchers was not sent.
I do apologize for the frustration and confusion this may have caused, but all vouchers should now be in your possession.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback.
I am truly sorry that you are unsatisfied with the service or lack thereof provided by Travelstart.
I have had a look into your booking and can advise the following,
Booking reference ZA***3 , vouchers was sent on the 25 September and again today in response to your review.
Booking reference ZA***5 , I sent to you now in response to your review. It seems there was some confusion with the references and as a result the second set of vouchers was not sent.
I do apologize for the frustration and confusion this may have caused, but all vouchers should now be in your possession.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply09 Nov 2020, 15:29
Official
Hi there Milan
Thank you so much for taking the time to provide us with your feedback.
I am truly sorry that you are unsatisfied with the service or lack thereof provided by Travelstart.
I have had a look into your booking and can advise the following,
Booking reference ZA***3 , vouchers was sent on the 25 September and again today in response to your review.
Booking reference ZA***5 , I sent to you now in response to your review. It seems there was some confusion with the references and as a result the second set of vouchers was not sent.
I do apologize for the frustration and confusion this may have caused, but all vouchers should now be in your possession.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback.
I am truly sorry that you are unsatisfied with the service or lack thereof provided by Travelstart.
I have had a look into your booking and can advise the following,
Booking reference ZA***3 , vouchers was sent on the 25 September and again today in response to your review.
Booking reference ZA***5 , I sent to you now in response to your review. It seems there was some confusion with the references and as a result the second set of vouchers was not sent.
I do apologize for the frustration and confusion this may have caused, but all vouchers should now be in your possession.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
ML
Milan L's updateReviewer Update
09 Nov 2020, 15:52Hello
Firstly, did not receive any vouchers on 25th September. I even searched my spam folder. Nothing there. I'm not sure where you got this information.
I only received a mail today with ZA*******3 details. I'm not sure how to interpret it as it's a whole lot of text that seems to be copied off a software system and pasted in a mail. Very unprofessional. It's not a proper voucher.
To date, I have not received a voucher for ZA*******5.
This issue has still not been corrected!
Firstly, did not receive any vouchers on 25th September. I even searched my spam folder. Nothing there. I'm not sure where you got this information.
I only received a mail today with ZA*******3 details. I'm not sure how to interpret it as it's a whole lot of text that seems to be copied off a software system and pasted in a mail. Very unprofessional. It's not a proper voucher.
To date, I have not received a voucher for ZA*******5.
This issue has still not been corrected!
ML
Milan L's update09 Nov 2020, 15:52
Reviewer Update
Hello
Firstly, did not receive any vouchers on 25th September. I even searched my spam folder. Nothing there. I'm not sure where you got this information.
I only received a mail today with ZA*******3 details. I'm not sure how to interpret it as it's a whole lot of text that seems to be copied off a software system and pasted in a mail. Very unprofessional. It's not a proper voucher.
To date, I have not received a voucher for ZA*******5.
This issue has still not been corrected!
Firstly, did not receive any vouchers on 25th September. I even searched my spam folder. Nothing there. I'm not sure where you got this information.
I only received a mail today with ZA*******3 details. I'm not sure how to interpret it as it's a whole lot of text that seems to be copied off a software system and pasted in a mail. Very unprofessional. It's not a proper voucher.
To date, I have not received a voucher for ZA*******5.
This issue has still not been corrected!
Travelstart's replyOfficial
09 Nov 2020, 16:28Hi there Milan
Thank you for your response,
The vouchers were sent to the individual email addresses provided when the bookings were made. Please correct me if I am wrong, but it seems that the email address that you inserted into booking reference ZA***5 when making the booking, is different to the one you are mailing from now ? I have now updated it to the one you are using in this correspondence to assure that you receive this voucher.
The format of the vouchers is one that only the airline can interpret when reinstating the tickets with the voucher value. I am sorry it is confusing for you to and I have sent you a separate email, with all the relevant information for each passenger and its voucher value for clarity purposes.
I do hope that it helps and if this is still not resolved please feel free to respond on the email I sent you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your response,
The vouchers were sent to the individual email addresses provided when the bookings were made. Please correct me if I am wrong, but it seems that the email address that you inserted into booking reference ZA***5 when making the booking, is different to the one you are mailing from now ? I have now updated it to the one you are using in this correspondence to assure that you receive this voucher.
The format of the vouchers is one that only the airline can interpret when reinstating the tickets with the voucher value. I am sorry it is confusing for you to and I have sent you a separate email, with all the relevant information for each passenger and its voucher value for clarity purposes.
I do hope that it helps and if this is still not resolved please feel free to respond on the email I sent you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply09 Nov 2020, 16:28
Official
Hi there Milan
Thank you for your response,
The vouchers were sent to the individual email addresses provided when the bookings were made. Please correct me if I am wrong, but it seems that the email address that you inserted into booking reference ZA***5 when making the booking, is different to the one you are mailing from now ? I have now updated it to the one you are using in this correspondence to assure that you receive this voucher.
The format of the vouchers is one that only the airline can interpret when reinstating the tickets with the voucher value. I am sorry it is confusing for you to and I have sent you a separate email, with all the relevant information for each passenger and its voucher value for clarity purposes.
I do hope that it helps and if this is still not resolved please feel free to respond on the email I sent you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your response,
The vouchers were sent to the individual email addresses provided when the bookings were made. Please correct me if I am wrong, but it seems that the email address that you inserted into booking reference ZA***5 when making the booking, is different to the one you are mailing from now ? I have now updated it to the one you are using in this correspondence to assure that you receive this voucher.
The format of the vouchers is one that only the airline can interpret when reinstating the tickets with the voucher value. I am sorry it is confusing for you to and I have sent you a separate email, with all the relevant information for each passenger and its voucher value for clarity purposes.
I do hope that it helps and if this is still not resolved please feel free to respond on the email I sent you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
ML
Milan L's updateReviewer Update
09 Nov 2020, 16:56It seems that the mail you may have sent the one set of vouchers to is the initial address used for the one booking. The team should have responded to my query correspondence to which I have not received a response since August. I had been using my current e-mail address in all correspondence since May which is when I initially requested vouchers. I deserved a response and regular follow ups.
The second vouchers were only sent today after my hellopeter review. For this booking reference, I had been using the same e-mail address from the start. Absolutely no excuse in this regard.
Regardless, It has still taken the Travelstart team +-6 months to provide me with the vouchers since initial request. For the vouchers that had only been sent today, I have lost on potential special offers since level 1 and I had lost out on potential accommodation deals due to the delay in issuance of vouchers. This is besides upsetting my travel planning which is most important to me. Travelstart had not given me any predictability so I was unable to plan.
This process has been costly to me and I feel that Travelstart has not taken necessary responsibility. The bare minimum was done only when I posted a hello hellopeter review. There seems to be no further consideration.
On this basis, I DO NOT RECOMMEND TRAVELSTART TO OTHER FELLOW TRAVELLERS and I would like to place on record that it's been an extremely painful process and I do not intend on using Travelstart for international flights in the future. I'd much rather book with airlines direct!
The second vouchers were only sent today after my hellopeter review. For this booking reference, I had been using the same e-mail address from the start. Absolutely no excuse in this regard.
Regardless, It has still taken the Travelstart team +-6 months to provide me with the vouchers since initial request. For the vouchers that had only been sent today, I have lost on potential special offers since level 1 and I had lost out on potential accommodation deals due to the delay in issuance of vouchers. This is besides upsetting my travel planning which is most important to me. Travelstart had not given me any predictability so I was unable to plan.
This process has been costly to me and I feel that Travelstart has not taken necessary responsibility. The bare minimum was done only when I posted a hello hellopeter review. There seems to be no further consideration.
On this basis, I DO NOT RECOMMEND TRAVELSTART TO OTHER FELLOW TRAVELLERS and I would like to place on record that it's been an extremely painful process and I do not intend on using Travelstart for international flights in the future. I'd much rather book with airlines direct!
ML
Milan L's update09 Nov 2020, 16:56
Reviewer Update
It seems that the mail you may have sent the one set of vouchers to is the initial address used for the one booking. The team should have responded to my query correspondence to which I have not received a response since August. I had been using my current e-mail address in all correspondence since May which is when I initially requested vouchers. I deserved a response and regular follow ups.
The second vouchers were only sent today after my hellopeter review. For this booking reference, I had been using the same e-mail address from the start. Absolutely no excuse in this regard.
Regardless, It has still taken the Travelstart team +-6 months to provide me with the vouchers since initial request. For the vouchers that had only been sent today, I have lost on potential special offers since level 1 and I had lost out on potential accommodation deals due to the delay in issuance of vouchers. This is besides upsetting my travel planning which is most important to me. Travelstart had not given me any predictability so I was unable to plan.
This process has been costly to me and I feel that Travelstart has not taken necessary responsibility. The bare minimum was done only when I posted a hello hellopeter review. There seems to be no further consideration.
On this basis, I DO NOT RECOMMEND TRAVELSTART TO OTHER FELLOW TRAVELLERS and I would like to place on record that it's been an extremely painful process and I do not intend on using Travelstart for international flights in the future. I'd much rather book with airlines direct!
The second vouchers were only sent today after my hellopeter review. For this booking reference, I had been using the same e-mail address from the start. Absolutely no excuse in this regard.
Regardless, It has still taken the Travelstart team +-6 months to provide me with the vouchers since initial request. For the vouchers that had only been sent today, I have lost on potential special offers since level 1 and I had lost out on potential accommodation deals due to the delay in issuance of vouchers. This is besides upsetting my travel planning which is most important to me. Travelstart had not given me any predictability so I was unable to plan.
This process has been costly to me and I feel that Travelstart has not taken necessary responsibility. The bare minimum was done only when I posted a hello hellopeter review. There seems to be no further consideration.
On this basis, I DO NOT RECOMMEND TRAVELSTART TO OTHER FELLOW TRAVELLERS and I would like to place on record that it's been an extremely painful process and I do not intend on using Travelstart for international flights in the future. I'd much rather book with airlines direct!
Travelstart's replyOfficial
10 Nov 2020, 08:14Hi there, Milan
Thank you for your feedback and for taking my call.
Please accept my apologies again for the frustration and discussed yesterday evening, I will take you proposal and advise accordingly this morning.
Thank you and kind regards
Lee-Anne
Thank you for your feedback and for taking my call.
Please accept my apologies again for the frustration and discussed yesterday evening, I will take you proposal and advise accordingly this morning.
Thank you and kind regards
Lee-Anne
Travelstart's reply10 Nov 2020, 08:14
Official
Hi there, Milan
Thank you for your feedback and for taking my call.
Please accept my apologies again for the frustration and discussed yesterday evening, I will take you proposal and advise accordingly this morning.
Thank you and kind regards
Lee-Anne
Thank you for your feedback and for taking my call.
Please accept my apologies again for the frustration and discussed yesterday evening, I will take you proposal and advise accordingly this morning.
Thank you and kind regards
Lee-Anne