MN
Marizanne N
1 reviews | Active since Dec 2017
09 Apr 2020, 08:19
Steeling money for cancelled flights
Horrible service during lockdown. After struggling for weeks I finally got a hold of something via online chat. I had a flight booked during the national lockdown from BFN to CT. Travelstart refuse to refund or give a voucher for a flight that didn't take place. The flight cost R1,600 yet they refuse to give any for of reimbur*****t or voucher. Terrible ********** company trying to make money of the lockdown.
Helpful (0)
Replies (3)0
Replies (3)
Travelstart's replyOfficial
09 Apr 2020, 10:29Good day Marizanne
Thank you for your feedback and we are sorry to hear you are not pleased with the way we have handled your query.
By checking your booking we see that the refunds team has sent you the following email on the 24th March:
Dear Marizanne Nel,
We have received your inquiry about cancellation for your booking from BFN to CPT (ONE_WAY), regarding the following passengers:
1. NEL/MARIZANNE ms
We will do a refund application to the airline to request a higher refund due to the suspension of the flights.
Please do not hesitate to contact us should you have any further queries.
Best regards,
Refunds at Travelstart
We will be in contact as soon we receive feedback from the airline. We do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
Thank you for your feedback and we are sorry to hear you are not pleased with the way we have handled your query.
By checking your booking we see that the refunds team has sent you the following email on the 24th March:
Dear Marizanne Nel,
We have received your inquiry about cancellation for your booking from BFN to CPT (ONE_WAY), regarding the following passengers:
1. NEL/MARIZANNE ms
We will do a refund application to the airline to request a higher refund due to the suspension of the flights.
Please do not hesitate to contact us should you have any further queries.
Best regards,
Refunds at Travelstart
We will be in contact as soon we receive feedback from the airline. We do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
Travelstart's reply09 Apr 2020, 10:29
Official
Good day Marizanne
Thank you for your feedback and we are sorry to hear you are not pleased with the way we have handled your query.
By checking your booking we see that the refunds team has sent you the following email on the 24th March:
Dear Marizanne Nel,
We have received your inquiry about cancellation for your booking from BFN to CPT (ONE_WAY), regarding the following passengers:
1. NEL/MARIZANNE ms
We will do a refund application to the airline to request a higher refund due to the suspension of the flights.
Please do not hesitate to contact us should you have any further queries.
Best regards,
Refunds at Travelstart
We will be in contact as soon we receive feedback from the airline. We do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
Thank you for your feedback and we are sorry to hear you are not pleased with the way we have handled your query.
By checking your booking we see that the refunds team has sent you the following email on the 24th March:
Dear Marizanne Nel,
We have received your inquiry about cancellation for your booking from BFN to CPT (ONE_WAY), regarding the following passengers:
1. NEL/MARIZANNE ms
We will do a refund application to the airline to request a higher refund due to the suspension of the flights.
Please do not hesitate to contact us should you have any further queries.
Best regards,
Refunds at Travelstart
We will be in contact as soon we receive feedback from the airline. We do apologise for the inconvenience caused.
Kind regards,
The Travelstart Team
MN
Marizanne N's updateReviewer Update
09 Apr 2020, 10:46I spoke to the online consultant this morning and she stated that I won't be refunded?
MN
Marizanne N's update09 Apr 2020, 10:46
Reviewer Update
I spoke to the online consultant this morning and she stated that I won't be refunded?
Travelstart's replyOfficial
09 Apr 2020, 10:55 Hello again Marizanne
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
This is why we have advised we can do a refund application and request the airline to waive their policy. At this point I am not able to tell you a specific date when the airline will respond, as you can imagine they have thousands of refund requests.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
This is why we have advised we can do a refund application and request the airline to waive their policy. At this point I am not able to tell you a specific date when the airline will respond, as you can imagine they have thousands of refund requests.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
Travelstart's reply09 Apr 2020, 10:55
Official
Hello again Marizanne
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
This is why we have advised we can do a refund application and request the airline to waive their policy. At this point I am not able to tell you a specific date when the airline will respond, as you can imagine they have thousands of refund requests.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
In response to your query, we would like to mention that each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
This is why we have advised we can do a refund application and request the airline to waive their policy. At this point I am not able to tell you a specific date when the airline will respond, as you can imagine they have thousands of refund requests.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart