NL
Norman L
1 reviews | Active since Jun 2018
20 Nov 2018, 08:23
Terrible website and after sale service!!!!!!!!!!!!!
I made a booking online to Singapore and the page asked me for passenger details, it asked for name and surname as on ID OR Passport, so i gave as per ID, then i received the invoice, i made payment and then they emailed me the eticket and on there i read that the name and surname must be as per passport, i immediately emailed them back and informed them that my wifes surname is incorrect and it must be changed, i also went onto the travelstart webpage and reported the problem there, the next day i emailed them again, still no response, yet the emails show as read. eventually they respond and ask for a copy of my wifes passport, which i send IMMEDIATELY, that is saturday, i received an email back confirming they have received my email and will respond in 24 hrs. they never responded until yesterday evening where they state that i must pay R2200 to have the name changed as the airline had already issued the tickets. the tickets were issued Monday midday. I have to now actually pay for a whole new ticket plus the R2200 and then they will refund me the amount i already paid, i must now pay close to R15 000 to get this fixed. Why did they give me the choice from the onset to use our ID names, if its an international flight, surely that option shouldn't be on the form? Why didnt they action my requestS to rectify the problem, long before the airline had issued the tickets? How can i now be responsible for their mistakes. They are not interested in solving this problem.
Helpful (0)
Replies (10)0
Replies (10)
Travelstart's replyOfficial
20 Nov 2018, 08:46Dear Norman Landman
we are very sorry to hear about your experience.
We will be in contact shortly to discuss.
With kind regards,
***nor at Travelstart
we are very sorry to hear about your experience.
We will be in contact shortly to discuss.
With kind regards,
***nor at Travelstart
Travelstart's reply20 Nov 2018, 08:46
Official
Dear Norman Landman
we are very sorry to hear about your experience.
We will be in contact shortly to discuss.
With kind regards,
***nor at Travelstart
we are very sorry to hear about your experience.
We will be in contact shortly to discuss.
With kind regards,
***nor at Travelstart
NL
Norman L's updateReviewer Update
20 Nov 2018, 08:48This looks like a simple computer generated response as i see it on the other complaints too, it makes hello peter customers believe they respond, but do they actually?
NL
Norman L's update20 Nov 2018, 08:48
Reviewer Update
This looks like a simple computer generated response as i see it on the other complaints too, it makes hello peter customers believe they respond, but do they actually?
Travelstart's replyOfficial
20 Nov 2018, 09:31Dear Norman Landman
thank you for taking my call. As advised, I would send you email communication of the call we had and you would respond as to how you would like to proceed.
With kind regards,
***nor at Travelstart
thank you for taking my call. As advised, I would send you email communication of the call we had and you would respond as to how you would like to proceed.
With kind regards,
***nor at Travelstart
Travelstart's reply20 Nov 2018, 09:31
Official
Dear Norman Landman
thank you for taking my call. As advised, I would send you email communication of the call we had and you would respond as to how you would like to proceed.
With kind regards,
***nor at Travelstart
thank you for taking my call. As advised, I would send you email communication of the call we had and you would respond as to how you would like to proceed.
With kind regards,
***nor at Travelstart
NL
Norman L's updateReviewer Update
20 Nov 2018, 11:08Dear Hello Peter readers, the offer i received from Travelstart was to cancel the booking and then remake it again (this is also only possible because i paid over R1400 for the cancellation option, just imagine i didnt take it out), but the problem with that option is that the flights are now more expensive and i still have to pay in about the same amount as the name change, Travelstart dont seem to realize its all THEIR fault and i am not paying a cent to fix this, I will approach IATA and ASATA The Association of Southern African Travel Agents which is a representative forum that promotes professional service in the travel industry, Carte Blanche, every media platform possible until this is resolved, I see lots of unhappy customers on this site, so i'm very sure Cart Blanche etc would agree to run an investigation and programme on Travelstart. Lets see how they wish to resolve this issue.
NL
Norman L's update20 Nov 2018, 11:08
Reviewer Update
Dear Hello Peter readers, the offer i received from Travelstart was to cancel the booking and then remake it again (this is also only possible because i paid over R1400 for the cancellation option, just imagine i didnt take it out), but the problem with that option is that the flights are now more expensive and i still have to pay in about the same amount as the name change, Travelstart dont seem to realize its all THEIR fault and i am not paying a cent to fix this, I will approach IATA and ASATA The Association of Southern African Travel Agents which is a representative forum that promotes professional service in the travel industry, Carte Blanche, every media platform possible until this is resolved, I see lots of unhappy customers on this site, so i'm very sure Cart Blanche etc would agree to run an investigation and programme on Travelstart. Lets see how they wish to resolve this issue.
Travelstart's replyOfficial
20 Nov 2018, 11:36Dear Norman Landman
as discussed, we will send you the different options available to you. As mentioned, you need to enter your passport details when making an international flight booking.
With kind regards,
***nor at Travelstart
as discussed, we will send you the different options available to you. As mentioned, you need to enter your passport details when making an international flight booking.
With kind regards,
***nor at Travelstart
Travelstart's reply20 Nov 2018, 11:36
Official
Dear Norman Landman
as discussed, we will send you the different options available to you. As mentioned, you need to enter your passport details when making an international flight booking.
With kind regards,
***nor at Travelstart
as discussed, we will send you the different options available to you. As mentioned, you need to enter your passport details when making an international flight booking.
With kind regards,
***nor at Travelstart
NL
Norman L's updateReviewer Update
20 Nov 2018, 13:38The website gave the option of your ID or passport details, why give the option if there clearly isnt an option for international flights? The same page didn't ask for my passport number, expiry date etc, so how was i meant to know that this was the last time details would be requested, if i saw passport details being requested, then i would have given details as per passport, but all that was requested was name and surname as per id OR passport and i gave the ID's and now i'm meant to believe that i am at fault, its clearly an error on Travelstarts booking page. The process should either be all the required information from the onset of making a booking or once payment is made and confirmed, then a detailed information form should be completed with details actually required and only then should the airline be given final details, the airlines can be tentatively booked under any name and then changed as per final agreed name etc. but at the moment, whatever is given on the first form is taken as cast in stone, no one knows this except Travlstart and its not written anywhere, this is NOT my fault and stop trying to shift the blame.
NL
Norman L's update20 Nov 2018, 13:38
Reviewer Update
The website gave the option of your ID or passport details, why give the option if there clearly isnt an option for international flights? The same page didn't ask for my passport number, expiry date etc, so how was i meant to know that this was the last time details would be requested, if i saw passport details being requested, then i would have given details as per passport, but all that was requested was name and surname as per id OR passport and i gave the ID's and now i'm meant to believe that i am at fault, its clearly an error on Travelstarts booking page. The process should either be all the required information from the onset of making a booking or once payment is made and confirmed, then a detailed information form should be completed with details actually required and only then should the airline be given final details, the airlines can be tentatively booked under any name and then changed as per final agreed name etc. but at the moment, whatever is given on the first form is taken as cast in stone, no one knows this except Travlstart and its not written anywhere, this is NOT my fault and stop trying to shift the blame.
NL
Norman L's updateReviewer Update
24 Jan 2019, 12:15We had issues late last year with changing my wife’s surname as it was different on the ticket to that of her passport, the reason for this was that your website asked for her surname as per id OR passport, Travelstart didn’t want to admit their mistake and made me pay a fee to have the matter resolved. In the end I cancelled the flights.
After that we booked with OPODO for 2 tickets to Russia and back, we have now just booked 2 return tickets to Tokyo with Mytrip.com, my point is, through Travelstarts mistake and unwillingness to resolve the matter or even admit fault, Travelstart has lost all my business and future business and for just this year we will be going to Vegas in June and we will be taking all our managers to Zanzibar in October, that’s 15 people and in December we going to Spain. We ware world travellers and the amount of money Travelstart has lost and will still lose from us is big, there is a saying, “penny wise and pound foolish" this is so true in this case.
Travelstart, if you continue with your poor after sales service, this will continue happening and everyone we know will not be recommended to you from us.
NL
Norman L's update24 Jan 2019, 12:15
Reviewer Update
We had issues late last year with changing my wife’s surname as it was different on the ticket to that of her passport, the reason for this was that your website asked for her surname as per id OR passport, Travelstart didn’t want to admit their mistake and made me pay a fee to have the matter resolved. In the end I cancelled the flights.
After that we booked with OPODO for 2 tickets to Russia and back, we have now just booked 2 return tickets to Tokyo with Mytrip.com, my point is, through Travelstarts mistake and unwillingness to resolve the matter or even admit fault, Travelstart has lost all my business and future business and for just this year we will be going to Vegas in June and we will be taking all our managers to Zanzibar in October, that’s 15 people and in December we going to Spain. We ware world travellers and the amount of money Travelstart has lost and will still lose from us is big, there is a saying, “penny wise and pound foolish" this is so true in this case.
Travelstart, if you continue with your poor after sales service, this will continue happening and everyone we know will not be recommended to you from us.
Travelstart's replyOfficial
24 Jan 2019, 13:37Dear Mr. Landman,
as per our previous telephonic discussions, when you book an international flight, you travel with your passport and not your ID document, because it's international travel, where your ID would not be recognized by the respective authorities.
We advise you should add your name as per ID/ Passport. If you travel domestically, you use your ID, if you travel internationally, you use your passport.
I advised you also, as an international traveller, travelling within SA, you need to use your passport, because your local ID document would not be accepted by the airport authorities.
From Travelstart's side, we issued a new ticket in the correct name, at our cost, we refunded the original ticket in full, to the banking details you provided us. You paid an administration fee, which is the airline's policy for name changes.
We offered you an alternative option and your family could travel as you were booked, and apologize if you feel that this service was not to your satisfaction.
With kind regards,
***nor at Travelstart
as per our previous telephonic discussions, when you book an international flight, you travel with your passport and not your ID document, because it's international travel, where your ID would not be recognized by the respective authorities.
We advise you should add your name as per ID/ Passport. If you travel domestically, you use your ID, if you travel internationally, you use your passport.
I advised you also, as an international traveller, travelling within SA, you need to use your passport, because your local ID document would not be accepted by the airport authorities.
From Travelstart's side, we issued a new ticket in the correct name, at our cost, we refunded the original ticket in full, to the banking details you provided us. You paid an administration fee, which is the airline's policy for name changes.
We offered you an alternative option and your family could travel as you were booked, and apologize if you feel that this service was not to your satisfaction.
With kind regards,
***nor at Travelstart
Travelstart's reply24 Jan 2019, 13:37
Official
Dear Mr. Landman,
as per our previous telephonic discussions, when you book an international flight, you travel with your passport and not your ID document, because it's international travel, where your ID would not be recognized by the respective authorities.
We advise you should add your name as per ID/ Passport. If you travel domestically, you use your ID, if you travel internationally, you use your passport.
I advised you also, as an international traveller, travelling within SA, you need to use your passport, because your local ID document would not be accepted by the airport authorities.
From Travelstart's side, we issued a new ticket in the correct name, at our cost, we refunded the original ticket in full, to the banking details you provided us. You paid an administration fee, which is the airline's policy for name changes.
We offered you an alternative option and your family could travel as you were booked, and apologize if you feel that this service was not to your satisfaction.
With kind regards,
***nor at Travelstart
as per our previous telephonic discussions, when you book an international flight, you travel with your passport and not your ID document, because it's international travel, where your ID would not be recognized by the respective authorities.
We advise you should add your name as per ID/ Passport. If you travel domestically, you use your ID, if you travel internationally, you use your passport.
I advised you also, as an international traveller, travelling within SA, you need to use your passport, because your local ID document would not be accepted by the airport authorities.
From Travelstart's side, we issued a new ticket in the correct name, at our cost, we refunded the original ticket in full, to the banking details you provided us. You paid an administration fee, which is the airline's policy for name changes.
We offered you an alternative option and your family could travel as you were booked, and apologize if you feel that this service was not to your satisfaction.
With kind regards,
***nor at Travelstart
NL
Norman L's updateReviewer Update
24 Jan 2019, 14:32again, you still deny fault in this matter, your booking page asked for our name as per ID or Passport, the highlight is on the OR part, if its so serious that it must be the passport name, then dont give that option for international flights! you simply cannot understand this i see. at that point of the booking, i was not aware that there wouldnt be a next page which asks for your passport number and name as per passport, there was no warning that this is the last chance you have to make sure it the correct name you want. the admin fee i had to pay was unnecessary and a waste of my money. it was not my fault, it was your website booking forms problem, i want this matter taken up at your next board meeting, if you have one and i would like a response from the board as its very clear that you cannot see the fault here and i hope atleast one member on the board can explain it to the rest. your system is wrong and i was made to pay for your error , but in the long run, travelstart is losing big money from me because i will never use travelstart again. i shall be waiting for the boards response, which i shall also post here.
NL
Norman L's update24 Jan 2019, 14:32
Reviewer Update
again, you still deny fault in this matter, your booking page asked for our name as per ID or Passport, the highlight is on the OR part, if its so serious that it must be the passport name, then dont give that option for international flights! you simply cannot understand this i see. at that point of the booking, i was not aware that there wouldnt be a next page which asks for your passport number and name as per passport, there was no warning that this is the last chance you have to make sure it the correct name you want. the admin fee i had to pay was unnecessary and a waste of my money. it was not my fault, it was your website booking forms problem, i want this matter taken up at your next board meeting, if you have one and i would like a response from the board as its very clear that you cannot see the fault here and i hope atleast one member on the board can explain it to the rest. your system is wrong and i was made to pay for your error , but in the long run, travelstart is losing big money from me because i will never use travelstart again. i shall be waiting for the boards response, which i shall also post here.
Travelstart's replyOfficial
24 Jan 2019, 16:19Dear Mr. Landman,
the information on our website is clear with regards to the correct name spelling as per your ID/ passport.
You added the name as per ID even though you were making an international flight booking. Your ID document would not be accepted for international travel.
We have extensively explained our position in this instance, and have offered you a full refund. You selected the refund option and have been refunded accordingly.
We are sorry that the resolutions offered are not to your satisfaction.
With kind regards,
***nor at Travelstart
the information on our website is clear with regards to the correct name spelling as per your ID/ passport.
You added the name as per ID even though you were making an international flight booking. Your ID document would not be accepted for international travel.
We have extensively explained our position in this instance, and have offered you a full refund. You selected the refund option and have been refunded accordingly.
We are sorry that the resolutions offered are not to your satisfaction.
With kind regards,
***nor at Travelstart
Travelstart's reply24 Jan 2019, 16:19
Official
Dear Mr. Landman,
the information on our website is clear with regards to the correct name spelling as per your ID/ passport.
You added the name as per ID even though you were making an international flight booking. Your ID document would not be accepted for international travel.
We have extensively explained our position in this instance, and have offered you a full refund. You selected the refund option and have been refunded accordingly.
We are sorry that the resolutions offered are not to your satisfaction.
With kind regards,
***nor at Travelstart
the information on our website is clear with regards to the correct name spelling as per your ID/ passport.
You added the name as per ID even though you were making an international flight booking. Your ID document would not be accepted for international travel.
We have extensively explained our position in this instance, and have offered you a full refund. You selected the refund option and have been refunded accordingly.
We are sorry that the resolutions offered are not to your satisfaction.
With kind regards,
***nor at Travelstart