1 reviews | Active since May 2013
TERRIBLE SERVICE FROM TRAVELSTART, SAA AND MANGO
I've made a booking and paid it within 24 hours to Travelstart. My father was admitted in ICU and I need to cancel the booking. Travelstart said refunds are payable within 6 - 8 weeks. I've spoke to them on numerous occassions, I've send numerous emails - maybe 3 of them were answered - refund pending at airlines.
How is it possible for a refund to be not paid after 105 days - 17 weeks!!!!!!!!!!! I am a single parent, it is difficult financial times. Don't blame this delay on the Corona virus!!!!! The refund was due LONG before the Corona virus was a crisis.
Don't ever make use of TRAVELSTART, SAA, MANGO. They are using the word "pending" very easily. Surely they do have contact persons regarding the refunds at the different airlines. Try another apology please. It is ridiculous. I can bet that refunds which were dated after mine, were already paid.
TRAVELSTART also didn't mention a name after my complaint lodged at HELLO PETER. It doesn't even help to phone them - as from 100 previous occasions - you are lucky if they answer your call. UNACCEPTABLE. Treat the Customer Fairly???? Proudly South African???????
Thank you for taking the time to provide feedback on your flight booking with Travelstart, and we are sorry to hear you were not pleased with the way your booking was handled.
I have checked your booking and I see the below email had been sent to you on the 30th March:
Dear Hester, I Hope this email finds you well. Please note that the refunds are regrettably still pending with the airline. We have followed up again with both Mango and South African Airways and will advise as soon as we receive feedback. Due to the current pandemic, the refund volumes are much higher and response from the airline is slower than usual. Your refund applications were submitted to the airlines on 31 December 2019. We understand that we are past the 6-8 weeks time frame which was advised. Thank you for your understanding and patience in this regard. Kind regards, Travelstart
Someone from our refunds team had also sent a follow up email to the airline on Wednesday the 08th April.
Please be advised, even though Travelstart issues the ticket on behalf of the airline, the full ticket value is paid over to the airline, so we are not in possession of your funds to refund you.
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.
We do thank you for your feedback and appreciate your patience while we await feedback from the airline.
Kind regards,
Melony at Travelstart
Thank you for taking the time to provide feedback on your flight booking with Travelstart, and we are sorry to hear you were not pleased with the way your booking was handled.
I have checked your booking and I see the below email had been sent to you on the 30th March:
Dear Hester, I Hope this email finds you well. Please note that the refunds are regrettably still pending with the airline. We have followed up again with both Mango and South African Airways and will advise as soon as we receive feedback. Due to the current pandemic, the refund volumes are much higher and response from the airline is slower than usual. Your refund applications were submitted to the airlines on 31 December 2019. We understand that we are past the 6-8 weeks time frame which was advised. Thank you for your understanding and patience in this regard. Kind regards, Travelstart
Someone from our refunds team had also sent a follow up email to the airline on Wednesday the 08th April.
Please be advised, even though Travelstart issues the ticket on behalf of the airline, the full ticket value is paid over to the airline, so we are not in possession of your funds to refund you.
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.
We do thank you for your feedback and appreciate your patience while we await feedback from the airline.
Kind regards,
Melony at Travelstart