1 reviews | Active since Nov 2016
********: Travelstart mislead with ********** intentions
1) I booked flights to ****et during the birthday sale and decided to pay the additional fee to qualify for lower cost flight changes.
2) I called the support Centre with the hopes of changing my flight dates. After holding the line for 20minutes I decided to persue another avenue to arrange the change.
3) I refered to your website which advised I download the app for flight changes. What a poorly designed app. Hard to navigate, no UX consideration whatsoever. When I tried to change my flight dates it advised I had to link my email - what a counterintuitive process. I decided to email the address per your website and honestly, considering the terrible experience so far, did not expect a response anytime soon.
4) Suprised, I noticed an email from Travelstart that came through this evening. The email advised the cost of a one way flight change - what a joke.
The email reads as follows (note the total expense for change is over 9k):
The cost for the changes are as follows: Fare Diff: ZAR2180.00 Tax Diff: ZAR6056.00 Change fee: ZAR1000.00 Admin fee: ZAR598.00 Total: R9834.00 per person per change (additional)
My concerns with this quote:
1) the original cost of my flight was 5.5k RETURN + an additional 600-700 for decreased flight change fees. 2) the cost of change is more than double what I paid to book the flight in the beginning! How does this make any sense? 3) How does the flight change of approx 2k equate to taxes of over 6k? I’m no accountant, but this looks like an attempt at ***** to me. 4) why does this quote include the flight change fee if I originally paid to have this fee to be waived in the event I needed to change my flight dates?
Please can I just speak to a human over the phone to settle this dispute.
Hi there Gordon
I want to first start by saying thank you so very much for taking the time out of your busy schedule to write to us, about your experience.
As we do try to be customer-centric and although there was a delay I do wish you would accept my apologies. We are currently looking into the case and will come to a swift resolution for you with regards to this. I do also sincerely regret to hear that you were dissatisfied with the service provided by us.
Again our sincerest apologies, looking forward to bring this to a close for you.
Kind regards,
Avril
Hi there Gordon
I want to first start by saying thank you so very much for taking the time out of your busy schedule to write to us, about your experience.
As we do try to be customer-centric and although there was a delay I do wish you would accept my apologies. We are currently looking into the case and will come to a swift resolution for you with regards to this. I do also sincerely regret to hear that you were dissatisfied with the service provided by us.
Again our sincerest apologies, looking forward to bring this to a close for you.
Kind regards,
Avril
Hi Gordon
Thank you for your feedback and patience.
I can understand how frustrating this might be and once again apologies for the first incorrect quote. The new quote, however, is, unfortunately, the increase in fares and taxes stated by the airline. All fares are subject to availability and in this case, there is a difference charged by the airline. I can assure you the quote is all charges for the airline. Our website, however, does state when selecting this product that we will waive all change penalty for the airline and our service fees and advising that if there should be an increase of fares and taxes the client will be liable. If you are not happy you may take it up with the airline directly. Please see Term and conditions for the selected product flexi ticket
Flexible Travel Dates
This product gives you the freedom to make one date change to your flight without paying any airline penalty fees. Valid up to 24 hours prior to departure of the original ticket.
How it works
Add the Flexible Travel Dates product to your booking.
The product can be added in one of three ways:
On the homepage, select “More options” and choose “Flexible Travel Dates”.
On the search results page, sort the results to display “Flexible Travel Dates”.
On the passenger page, add the “Flexible Travel Dates” product.
Submit a date change request.
If you (or any other passenger in the booking) need to change the date of a flight, complete the contact form here. When completing the form, select Change my booking from the drop-down menu.
Once your request has been submitted, an agent will contact you to confirm the details of your request and/or help you find the best alternative.
Note, if the price of your rebooked ticket is higher, you will be required to pay the difference in airfare and taxes between the two tickets.
Receive amended flight itinerary.
Benefits
Not all airlines accept date changes. This product allows you to change the date on all airlines.
Each passenger in the booking is entitled to a date change.
If you are flexible with travel dates, we’ll help you find the most affordable alternative flight.
For date changes, airlines usually charge a penalty fee that could cost more than your original ticket. With the Flexible Travel Dates product, no airline penalties will apply.
If you book a return domestic flight you can change the dates of either your outbound or inbound flight.
Date changes can be requested up to 24 hours prior to departure.
Terms and conditions
If the price of your rebooked ticket is higher, you will be required to pay the difference in airfare and taxes.
For international travel, you will only receive one date change. All changes must be done PRIOR to original departure date on the ticket.
For domestic travel, you will receive one for your outbound flight and one for your inbound flight. Changes must be done PRIOR to the departure of outbound or inbound travel.
You can change your travel to any date within the validity of your ticket (can vary between 1 – 6 months). The validity of your ticket is determined by the airline’s policy.
This product only covers date changes and may not be used for traveller name changes, rerouting, stopovers and class upgrades.
Changes to origin/destination airports and airlines are not permitted.
Date changes must be requested at least 24 hours PRIOR to departure.
If you are departing in more than 48 hours, date changes will be processed during normal office hours from Monday to Friday 08:30-17:00 and Saturdays 09:00-13:00.
If you are departing in less than 48 hours, emergency requests will be processed 7 days a week, from 07:00 to 01:00.
The new date requested must be more than 24 hours from the time your request is submitted.
Flights must be used in the order they were originally booked.
Did you find this information useful?
YesNo
Kind regards
Hi Gordon
Thank you for your feedback and patience.
I can understand how frustrating this might be and once again apologies for the first incorrect quote. The new quote, however, is, unfortunately, the increase in fares and taxes stated by the airline. All fares are subject to availability and in this case, there is a difference charged by the airline. I can assure you the quote is all charges for the airline. Our website, however, does state when selecting this product that we will waive all change penalty for the airline and our service fees and advising that if there should be an increase of fares and taxes the client will be liable. If you are not happy you may take it up with the airline directly. Please see Term and conditions for the selected product flexi ticket
Flexible Travel Dates
This product gives you the freedom to make one date change to your flight without paying any airline penalty fees. Valid up to 24 hours prior to departure of the original ticket.
How it works
Add the Flexible Travel Dates product to your booking.
The product can be added in one of three ways:
On the homepage, select “More options” and choose “Flexible Travel Dates”.
On the search results page, sort the results to display “Flexible Travel Dates”.
On the passenger page, add the “Flexible Travel Dates” product.
Submit a date change request.
If you (or any other passenger in the booking) need to change the date of a flight, complete the contact form here. When completing the form, select Change my booking from the drop-down menu.
Once your request has been submitted, an agent will contact you to confirm the details of your request and/or help you find the best alternative.
Note, if the price of your rebooked ticket is higher, you will be required to pay the difference in airfare and taxes between the two tickets.
Receive amended flight itinerary.
Benefits
Not all airlines accept date changes. This product allows you to change the date on all airlines.
Each passenger in the booking is entitled to a date change.
If you are flexible with travel dates, we’ll help you find the most affordable alternative flight.
For date changes, airlines usually charge a penalty fee that could cost more than your original ticket. With the Flexible Travel Dates product, no airline penalties will apply.
If you book a return domestic flight you can change the dates of either your outbound or inbound flight.
Date changes can be requested up to 24 hours prior to departure.
Terms and conditions
If the price of your rebooked ticket is higher, you will be required to pay the difference in airfare and taxes.
For international travel, you will only receive one date change. All changes must be done PRIOR to original departure date on the ticket.
For domestic travel, you will receive one for your outbound flight and one for your inbound flight. Changes must be done PRIOR to the departure of outbound or inbound travel.
You can change your travel to any date within the validity of your ticket (can vary between 1 – 6 months). The validity of your ticket is determined by the airline’s policy.
This product only covers date changes and may not be used for traveller name changes, rerouting, stopovers and class upgrades.
Changes to origin/destination airports and airlines are not permitted.
Date changes must be requested at least 24 hours PRIOR to departure.
If you are departing in more than 48 hours, date changes will be processed during normal office hours from Monday to Friday 08:30-17:00 and Saturdays 09:00-13:00.
If you are departing in less than 48 hours, emergency requests will be processed 7 days a week, from 07:00 to 01:00.
The new date requested must be more than 24 hours from the time your request is submitted.
Flights must be used in the order they were originally booked.
Did you find this information useful?
YesNo
Kind regards
Hi Gordon
Thank you for taking my call.
As per our discussion, I will escalate to the relevant department and provide feedback.
Have a good weekend.
Regards
Avril
Regards
Avril
Hi Gordon
Thank you for taking my call.
As per our discussion, I will escalate to the relevant department and provide feedback.
Have a good weekend.
Regards
Avril
Regards
Avril