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charmaine G
1 reviews | Active since Oct 2012
26 Oct 2020, 08:52
TERRIBLE SERVICE AND EMPTY PROMISES
We made bookings with the above company before lockdown to go to Dakar we had to cancel these due to the lockdown, we were issued with vouchers saying we needed to contact the airline directly. However we are struggling sending messanges email messages phoning getting a recording is there just no one who is interested in helping us to get our booking rebooked. I will never make use of Travelstart againg promise upon promise. CONTACT THIS NUMBER SEND THIS EMAIL WHY IF NO ONE BOTHERS TO RESPOND TO YOUR REQUEST!!!!!!
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Replies (1)
Travelstart's replyOfficial
26 Oct 2020, 12:04Good day Charmaine
Thank you for your feedback and please accept my apologies for the run around and frustration of your situation.
Firstly I'm sorry you have been struggling to reach us. Due to Covid 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 all our customers 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 had a look at your booking and various correspondence, I do believe that there was much confusion regarding your request and the airline you are travelling on. The Airlines do reserve the right to amend their policies and directives at any given time and we try to be as up to date as possible on these directives in order to provide passengers with all various option but we are also unable to override a decision made by the airline to amend the policy unfortunately.
In saying that, I can confirm that first this airlines directive was that the changes can only be made with them directly, then changed the directive to confirm that we can now action the changes on the passengers behalf.
I understand this is very frustrating and I apologize for the confusion caused. I have asked our amendments Team to urgently prioritize your request for reinstating your voucher , they will send you the way forward via email during the course of today.
I do hope this clarifies your concerns and if you require any further assistance please just let me know.
Hope you have a wonderful day further!
Thank you and kind regards
Lee-Anne
Thank you for your feedback and please accept my apologies for the run around and frustration of your situation.
Firstly I'm sorry you have been struggling to reach us. Due to Covid 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 all our customers 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 had a look at your booking and various correspondence, I do believe that there was much confusion regarding your request and the airline you are travelling on. The Airlines do reserve the right to amend their policies and directives at any given time and we try to be as up to date as possible on these directives in order to provide passengers with all various option but we are also unable to override a decision made by the airline to amend the policy unfortunately.
In saying that, I can confirm that first this airlines directive was that the changes can only be made with them directly, then changed the directive to confirm that we can now action the changes on the passengers behalf.
I understand this is very frustrating and I apologize for the confusion caused. I have asked our amendments Team to urgently prioritize your request for reinstating your voucher , they will send you the way forward via email during the course of today.
I do hope this clarifies your concerns and if you require any further assistance please just let me know.
Hope you have a wonderful day further!
Thank you and kind regards
Lee-Anne
Travelstart's reply26 Oct 2020, 12:04
Official
Good day Charmaine
Thank you for your feedback and please accept my apologies for the run around and frustration of your situation.
Firstly I'm sorry you have been struggling to reach us. Due to Covid 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 all our customers 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 had a look at your booking and various correspondence, I do believe that there was much confusion regarding your request and the airline you are travelling on. The Airlines do reserve the right to amend their policies and directives at any given time and we try to be as up to date as possible on these directives in order to provide passengers with all various option but we are also unable to override a decision made by the airline to amend the policy unfortunately.
In saying that, I can confirm that first this airlines directive was that the changes can only be made with them directly, then changed the directive to confirm that we can now action the changes on the passengers behalf.
I understand this is very frustrating and I apologize for the confusion caused. I have asked our amendments Team to urgently prioritize your request for reinstating your voucher , they will send you the way forward via email during the course of today.
I do hope this clarifies your concerns and if you require any further assistance please just let me know.
Hope you have a wonderful day further!
Thank you and kind regards
Lee-Anne
Thank you for your feedback and please accept my apologies for the run around and frustration of your situation.
Firstly I'm sorry you have been struggling to reach us. Due to Covid 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 all our customers 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 had a look at your booking and various correspondence, I do believe that there was much confusion regarding your request and the airline you are travelling on. The Airlines do reserve the right to amend their policies and directives at any given time and we try to be as up to date as possible on these directives in order to provide passengers with all various option but we are also unable to override a decision made by the airline to amend the policy unfortunately.
In saying that, I can confirm that first this airlines directive was that the changes can only be made with them directly, then changed the directive to confirm that we can now action the changes on the passengers behalf.
I understand this is very frustrating and I apologize for the confusion caused. I have asked our amendments Team to urgently prioritize your request for reinstating your voucher , they will send you the way forward via email during the course of today.
I do hope this clarifies your concerns and if you require any further assistance please just let me know.
Hope you have a wonderful day further!
Thank you and kind regards
Lee-Anne