RM
Reantha M
1 reviews | Active since Mar 2020
20 Mar 2020, 15:49
Travel Start Charging Fees for change in flight
Travel start charges R50 processing fee on initial booking, due to Covid-19 out break they are charging consumers R99 to suspend their flight!!! This is ridiculous and day light *******! Airlines are not charging consumers to change their flights why should travel start charge when an original payment of R50 was paid for processing? What exactly did travel start process when I booked my own flight???
Helpful (0)
Replies (7)0
Replies (7)RM
Reantha M's updateReviewer Update
21 Mar 2020, 10:43They are not following the rules and regulations set out by the CPA, know yours rights! Travel Start I want a full refund!
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
RM
Reantha M's update21 Mar 2020, 10:43
Reviewer Update
They are not following the rules and regulations set out by the CPA, know yours rights! Travel Start I want a full refund!
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
Travelstart's replyOfficial
26 Mar 2020, 12:35Good Day Reantha Moodley
Thank you for your feedback and we are sorry to hear you are not happy with the way we handled your query.
Please be advised, we had tried to contact you on the 19th March and then sent you the following email:
Thank you for your feedback and we are sorry to hear you are not happy with the way we handled your query.
Please be advised, we had tried to contact you on the 19th March and then sent you the following email:
Rehana - Mar 19 10:28
Dear Reantha, We have tried calling you discuss the options and have left a voicemail.
Please take note of the options offered by the airline and advise urgently :
British Airways - The flights can be re-booked or put on hold for travel before 17 May 20.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
Mango - The flight can be placed on a voucher for future travel within the next 6 months.
For refunds on both airlines, the normal penalties are applicable as per the original quote you were sent.
Please respond urgently and advise which option you want to make use of.
Should you want to re-book the dates now, kindly respond with the new travel dates.
Best Regards, Rehana - Refunds Team
Please take note of the options offered by the airline and advise urgently :
British Airways - The flights can be re-booked or put on hold for travel before 17 May 20.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
Mango - The flight can be placed on a voucher for future travel within the next 6 months.
For refunds on both airlines, the normal penalties are applicable as per the original quote you were sent.
Please respond urgently and advise which option you want to make use of.
Should you want to re-book the dates now, kindly respond with the new travel dates.
Best Regards, Rehana - Refunds Team
We had also sent the following email on the 20th March:
Hi there
Thank you for the email.
Please proceed with the mango voucher by following the link
https://docs.google.com/forms/d/e/1FAIpQLSfGHX6quqP2PlyVDQAg-txQqludQL7bA5vQ7Q7bx7-S3OgkHQ/viewform
Regards, Bree
Regarding the fees charged by the airline, please be advised that Travelstart acts as an agent on behalf of the principal which is the airline and therefore, we need to adhere to the cancellation/ amendment conditions as stipulated by each individual airline.
We have taken your feedback into consideration though, and we will be refunding the R99 as we do understand that the measures taken by governments across the globe, is affecting absolutely everyone.
Once again, we do apologise for the stress and inconvenience caused.
Kind regards,
The Travelstart Team
Travelstart's reply26 Mar 2020, 12:35
Official
Good Day Reantha Moodley
Thank you for your feedback and we are sorry to hear you are not happy with the way we handled your query.
Please be advised, we had tried to contact you on the 19th March and then sent you the following email:
Thank you for your feedback and we are sorry to hear you are not happy with the way we handled your query.
Please be advised, we had tried to contact you on the 19th March and then sent you the following email:
Rehana - Mar 19 10:28
Dear Reantha, We have tried calling you discuss the options and have left a voicemail.
Please take note of the options offered by the airline and advise urgently :
British Airways - The flights can be re-booked or put on hold for travel before 17 May 20.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
Mango - The flight can be placed on a voucher for future travel within the next 6 months.
For refunds on both airlines, the normal penalties are applicable as per the original quote you were sent.
Please respond urgently and advise which option you want to make use of.
Should you want to re-book the dates now, kindly respond with the new travel dates.
Best Regards, Rehana - Refunds Team
Please take note of the options offered by the airline and advise urgently :
British Airways - The flights can be re-booked or put on hold for travel before 17 May 20.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
Mango - The flight can be placed on a voucher for future travel within the next 6 months.
For refunds on both airlines, the normal penalties are applicable as per the original quote you were sent.
Please respond urgently and advise which option you want to make use of.
Should you want to re-book the dates now, kindly respond with the new travel dates.
Best Regards, Rehana - Refunds Team
We had also sent the following email on the 20th March:
Hi there
Thank you for the email.
Please proceed with the mango voucher by following the link
https://docs.google.com/forms/d/e/1FAIpQLSfGHX6quqP2PlyVDQAg-txQqludQL7bA5vQ7Q7bx7-S3OgkHQ/viewform
Regards, Bree
Regarding the fees charged by the airline, please be advised that Travelstart acts as an agent on behalf of the principal which is the airline and therefore, we need to adhere to the cancellation/ amendment conditions as stipulated by each individual airline.
We have taken your feedback into consideration though, and we will be refunding the R99 as we do understand that the measures taken by governments across the globe, is affecting absolutely everyone.
Once again, we do apologise for the stress and inconvenience caused.
Kind regards,
The Travelstart Team
RM
Reantha M's updateReviewer Update
26 Mar 2020, 13:36I did reply read emails before assuming!!
i want my full refund!!! useless customer service!!!
i want my full refund!!! useless customer service!!!
Reantha Moodley | Thu, Mar 19, 10:37 AM (7 days ago) | |
to Support
to Support
Hi Rehana,I can not get through to your landline number provided.
RM
Reantha M's update26 Mar 2020, 13:36
Reviewer Update
I did reply read emails before assuming!!
i want my full refund!!! useless customer service!!!
i want my full refund!!! useless customer service!!!
Reantha Moodley | Thu, Mar 19, 10:37 AM (7 days ago) | |
to Support
to Support
Hi Rehana,I can not get through to your landline number provided.
Travelstart's replyOfficial
26 Mar 2020, 16:44Hello again Reantha Moodley
We are not assuming anything, but merely stating that we had tried to contact you to give you the options, as provided by each airline.
We would like reiterate these options, which were made available to you, when we received the directives from the airline:
We would like reiterate these options, which were made available to you, when we received the directives from the airline:
British Airways - The flights can be re-booked or put on hold for travel before 17 May 20.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
- Your British Airways flight ticket was put on hold as per your request and the ZAR 99.00 which you paid for this service will be refunded, as previously advised.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
- Your British Airways flight ticket was put on hold as per your request and the ZAR 99.00 which you paid for this service will be refunded, as previously advised.
Mango - The flight can be placed on a voucher for future travel within the next 6 months.
- We had sent you an email on the 20th March, two days prior to your flight with Mango, advising you that you can request for a voucher to be sent to you, by completing the link (as sent in the email).
- We had sent you an email on the 20th March, two days prior to your flight with Mango, advising you that you can request for a voucher to be sent to you, by completing the link (as sent in the email).
We would therefore like to mention again, for refunds on both airlines, the normal penalties are applicable as per the original quote you were sent, which are the refund / cancellation conditions as stipulated by each individual airline.
Travelstart who acts as an agent on behalf of the principal (which is the airline) does not have authority to override these conditions.
If you choose to opt for the cancellation, please respond directly to refunds(at)travelstart.com for the cancellation and refund to be actioned, as per the cancellation quote you were sent.
We trust this explanation has been helpful.
Kind regards,
Melony at Travelstart
Melony at Travelstart
Travelstart's reply26 Mar 2020, 16:44
Official
Hello again Reantha Moodley
We are not assuming anything, but merely stating that we had tried to contact you to give you the options, as provided by each airline.
We would like reiterate these options, which were made available to you, when we received the directives from the airline:
We would like reiterate these options, which were made available to you, when we received the directives from the airline:
British Airways - The flights can be re-booked or put on hold for travel before 17 May 20.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
- Your British Airways flight ticket was put on hold as per your request and the ZAR 99.00 which you paid for this service will be refunded, as previously advised.
Change fees will be waived but any difference in fare and taxes must be collected at the time of re-booking.
- Your British Airways flight ticket was put on hold as per your request and the ZAR 99.00 which you paid for this service will be refunded, as previously advised.
Mango - The flight can be placed on a voucher for future travel within the next 6 months.
- We had sent you an email on the 20th March, two days prior to your flight with Mango, advising you that you can request for a voucher to be sent to you, by completing the link (as sent in the email).
- We had sent you an email on the 20th March, two days prior to your flight with Mango, advising you that you can request for a voucher to be sent to you, by completing the link (as sent in the email).
We would therefore like to mention again, for refunds on both airlines, the normal penalties are applicable as per the original quote you were sent, which are the refund / cancellation conditions as stipulated by each individual airline.
Travelstart who acts as an agent on behalf of the principal (which is the airline) does not have authority to override these conditions.
If you choose to opt for the cancellation, please respond directly to refunds(at)travelstart.com for the cancellation and refund to be actioned, as per the cancellation quote you were sent.
We trust this explanation has been helpful.
Kind regards,
Melony at Travelstart
Melony at Travelstart
RM
I HAVE SPOKEN TO DIRECTLY TO THE AIRLINE AND THEY HAVE ADVISED I NEED TO LIAISE WITH TRAVEL START AS MY TICKET WAS BOOKED VIA YOUR COMPANY.
YOU PROVIDE ME A SERVICE AND THE AIR LINE PROVIDES YOU A SERVICE
PLEASE READ THE ACT AND GET YOUR ORGANISATION TO GET FAMI**** WITH IT. THEREFORE NO CANCELLATION FEE OR ADDITIONAL CHARGE ARE TO BE IMPOSED ON THE CONSUMER.
REGARDLESS IF YOU ARE THE SUPPLIER OR CONSUMER WE ARE ALL GOVERNED BY THE CPA, HENCE THE BELOW STATEMENT IS INVALID!
image.png
SO TRAVEL START AND THE AIR LINE NEED TO COME TO AN AGREEMENT REGARDING MY REFUND, OR THIS WILL BE HANDED OVER TO THE CGSO.
PLEASE REFUND MY MONEY WITH IMMEDIATE EFFECTIVE.
READ THE ACT
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
image.png
Reantha M's updateReviewer Update
26 Mar 2020, 18:08I HAVE SPOKEN TO DIRECTLY TO THE AIRLINE AND THEY HAVE ADVISED I NEED TO LIAISE WITH TRAVEL START AS MY TICKET WAS BOOKED VIA YOUR COMPANY.
YOU PROVIDE ME A SERVICE AND THE AIR LINE PROVIDES YOU A SERVICE
PLEASE READ THE ACT AND GET YOUR ORGANISATION TO GET FAMI**** WITH IT. THEREFORE NO CANCELLATION FEE OR ADDITIONAL CHARGE ARE TO BE IMPOSED ON THE CONSUMER.
REGARDLESS IF YOU ARE THE SUPPLIER OR CONSUMER WE ARE ALL GOVERNED BY THE CPA, HENCE THE BELOW STATEMENT IS INVALID!
image.png
SO TRAVEL START AND THE AIR LINE NEED TO COME TO AN AGREEMENT REGARDING MY REFUND, OR THIS WILL BE HANDED OVER TO THE CGSO.
PLEASE REFUND MY MONEY WITH IMMEDIATE EFFECTIVE.
READ THE ACT
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
image.png
RM
Reantha M's update26 Mar 2020, 18:08
Reviewer Update
I HAVE SPOKEN TO DIRECTLY TO THE AIRLINE AND THEY HAVE ADVISED I NEED TO LIAISE WITH TRAVEL START AS MY TICKET WAS BOOKED VIA YOUR COMPANY.
YOU PROVIDE ME A SERVICE AND THE AIR LINE PROVIDES YOU A SERVICE
PLEASE READ THE ACT AND GET YOUR ORGANISATION TO GET FAMI**** WITH IT. THEREFORE NO CANCELLATION FEE OR ADDITIONAL CHARGE ARE TO BE IMPOSED ON THE CONSUMER.
REGARDLESS IF YOU ARE THE SUPPLIER OR CONSUMER WE ARE ALL GOVERNED BY THE CPA, HENCE THE BELOW STATEMENT IS INVALID!
image.png
SO TRAVEL START AND THE AIR LINE NEED TO COME TO AN AGREEMENT REGARDING MY REFUND, OR THIS WILL BE HANDED OVER TO THE CGSO.
PLEASE REFUND MY MONEY WITH IMMEDIATE EFFECTIVE.
READ THE ACT
https://businesstech.co.za/news/business/382923/cancelling-bookings-and-reservations-due-to-the-coronavirus-what-south-africans-need-to-know/
image.png
RM
Reantha M's updateReviewer Update
26 Mar 2020, 18:10 READ THE ACT:
“17 (5) A supplier may not impose any cancellation fee in respect of a booking, reservation or order if the consumer is unable to honour the booking, reservation or order because of the death or hospitalisation of the person for whom, or for whose benefit the booking, reservation or order was made”.“It is therefore clear in the above section that consumers are not to be penalised for a cancellation that is due to illness or death,” said Mphahlele.
“While many individual consumers have not been tested for the Covid-19 virus, the restrictions imposed by the President and the Health Department is treating everyone as being ill, hence the restrictions.
“As a result, it is the interpretation of the CGSO, based on the intention behind section 17(5) of the CPA, that consumers are entitled to full refunds when they cancel due to the travel bans and restrictions on gatherings.
RM
Reantha M's update26 Mar 2020, 18:10
Reviewer Update
READ THE ACT:
“17 (5) A supplier may not impose any cancellation fee in respect of a booking, reservation or order if the consumer is unable to honour the booking, reservation or order because of the death or hospitalisation of the person for whom, or for whose benefit the booking, reservation or order was made”.“It is therefore clear in the above section that consumers are not to be penalised for a cancellation that is due to illness or death,” said Mphahlele.
“While many individual consumers have not been tested for the Covid-19 virus, the restrictions imposed by the President and the Health Department is treating everyone as being ill, hence the restrictions.
“As a result, it is the interpretation of the CGSO, based on the intention behind section 17(5) of the CPA, that consumers are entitled to full refunds when they cancel due to the travel bans and restrictions on gatherings.
Travelstart's replyOfficial
26 Mar 2020, 18:21Hello again Reantha
I would like to thank you for your response, but at this time I am not able to offer any further recourse and should you wish to pursue a complaint you are well within your right to do so.
I would like to thank you for your response, but at this time I am not able to offer any further recourse and should you wish to pursue a complaint you are well within your right to do so.
Please stay safe during the nationwide lock down. Wishing you and your family all the best.
Kind regards,
Melony at Travelstart
Travelstart's reply26 Mar 2020, 18:21
Official
Hello again Reantha
I would like to thank you for your response, but at this time I am not able to offer any further recourse and should you wish to pursue a complaint you are well within your right to do so.
I would like to thank you for your response, but at this time I am not able to offer any further recourse and should you wish to pursue a complaint you are well within your right to do so.
Please stay safe during the nationwide lock down. Wishing you and your family all the best.
Kind regards,
Melony at Travelstart