JD
Jannie D
1 reviews | Active since Dec 2020
23 Dec 2020, 11:03
Terrible communication TRAVELSTART
Doing the original booking was plain sailing. However to do a date change is seemingly impossible. You cannot phone then and the Chat option is not answered. The dat is comming closer and after trying everything from emails to chat and phone I still have not gotten a single reply - really frustrating.
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Replies (3)0
Replies (3)
Travelstart's replyOfficial
23 Dec 2020, 17:17Good day Jannie
Thank you so much for taking the time to provide us with your feedback.
I have had a look into your booking and would like to take the opportunity to address your concerns.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic currently in second wave for most countries, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 customer at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
I have checked your booking and see that our amendments agents tried calling you as well on the 18th December , but there was no answer and she then sent an email.
I can advise that your return flight is with Flysafair and all the changes with this airline is done directly with their call center, as they need immediate payment in order to confirm the changes.
When contacting them you would need to provide your airline reference and when the changes are completed please send us the invoice, so we can refund the Airline penalty that was charged due to Flexi product purchased.
I hope that this gives some clarity on the frustration caused.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback.
I have had a look into your booking and would like to take the opportunity to address your concerns.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic currently in second wave for most countries, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 customer at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
I have checked your booking and see that our amendments agents tried calling you as well on the 18th December , but there was no answer and she then sent an email.
I can advise that your return flight is with Flysafair and all the changes with this airline is done directly with their call center, as they need immediate payment in order to confirm the changes.
When contacting them you would need to provide your airline reference and when the changes are completed please send us the invoice, so we can refund the Airline penalty that was charged due to Flexi product purchased.
I hope that this gives some clarity on the frustration caused.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
Travelstart's reply23 Dec 2020, 17:17
Official
Good day Jannie
Thank you so much for taking the time to provide us with your feedback.
I have had a look into your booking and would like to take the opportunity to address your concerns.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic currently in second wave for most countries, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 customer at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
I have checked your booking and see that our amendments agents tried calling you as well on the 18th December , but there was no answer and she then sent an email.
I can advise that your return flight is with Flysafair and all the changes with this airline is done directly with their call center, as they need immediate payment in order to confirm the changes.
When contacting them you would need to provide your airline reference and when the changes are completed please send us the invoice, so we can refund the Airline penalty that was charged due to Flexi product purchased.
I hope that this gives some clarity on the frustration caused.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback.
I have had a look into your booking and would like to take the opportunity to address your concerns.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic currently in second wave for most countries, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 customer at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
I have checked your booking and see that our amendments agents tried calling you as well on the 18th December , but there was no answer and she then sent an email.
I can advise that your return flight is with Flysafair and all the changes with this airline is done directly with their call center, as they need immediate payment in order to confirm the changes.
When contacting them you would need to provide your airline reference and when the changes are completed please send us the invoice, so we can refund the Airline penalty that was charged due to Flexi product purchased.
I hope that this gives some clarity on the frustration caused.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
JD
Jannie D's updateReviewer Update
23 Dec 2020, 20:12Thank you for replying to Hellopeter before replying to your customer. No voice message was received and no reply was forthcoming on nearly 15 emails and countless attempts to chat live. Sadly the change in booking must be made through Travelstart since I took out the insurance through them - not my words but that of the the Airline who actually answered my calls and requests directly. So no - Travelstart gave a stock answer without even investigating my issue. I simply want to change the date because I took the insurance to have that option - simple. One call will resolve the issue. *** 24/7
JD
Jannie D's update23 Dec 2020, 20:12
Reviewer Update
Thank you for replying to Hellopeter before replying to your customer. No voice message was received and no reply was forthcoming on nearly 15 emails and countless attempts to chat live. Sadly the change in booking must be made through Travelstart since I took out the insurance through them - not my words but that of the the Airline who actually answered my calls and requests directly. So no - Travelstart gave a stock answer without even investigating my issue. I simply want to change the date because I took the insurance to have that option - simple. One call will resolve the issue. *** 24/7
Travelstart's replyOfficial
24 Dec 2020, 12:00Hi Jannie,
Thank you for taking my call earlier this morning and apologise for the frustration caused in trying to reach out team.
I have escalated your change request through to our amendments team and one of our agents will be in contact during the course of today to assist over the phone with your date change request.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
Thank you for taking my call earlier this morning and apologise for the frustration caused in trying to reach out team.
I have escalated your change request through to our amendments team and one of our agents will be in contact during the course of today to assist over the phone with your date change request.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
Travelstart's reply24 Dec 2020, 12:00
Official
Hi Jannie,
Thank you for taking my call earlier this morning and apologise for the frustration caused in trying to reach out team.
I have escalated your change request through to our amendments team and one of our agents will be in contact during the course of today to assist over the phone with your date change request.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart
Thank you for taking my call earlier this morning and apologise for the frustration caused in trying to reach out team.
I have escalated your change request through to our amendments team and one of our agents will be in contact during the course of today to assist over the phone with your date change request.
Wishing you and your family a safe Festive seasons.
Thank you and kind regards
Travelstart