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Ryan N

1 reviews | Active since Jul 2011

12 Nov 2018, 17:02

Travelstart avoiding dealing with booking error

I purchased a ticket through the travelstart dashboard and one of them had my name spelt incorrectly, I tried calling and ended up being on hold for ages, when trying to update the name that had the issue, the agent told me that I will need to get a refund as per the airline policy.

Now I dont understand why I'm going to be charged for this issue as I ordered it through the dashboard as I have in the past and suddenly this time my details are wrong.

As soon as I mentioned that I purchased the tickets from the dashboard, she started saying hello, hello passenger are you there, as soon as I asked if she was doing that on purpose, she paused and then hung up on me.

I was hold for 20 of those 25 minutes and now this avoidance bullsh*t.

0
Replies (7)
Travelstart
Travelstart's reply12 Nov 2018, 17:07
Official
Hi Mr Noble

Thank you for your feedback.

I do apologise for the incovenience this may have caused. Please allow us to investigate and will revert to you asap.

Kind regards
Avril
Travelstart
Travelstart's reply13 Nov 2018, 08:53
Official
Hi Ryan Noble

I have called to the cell number (ending in 8233) in your booking, but to no avail.
I have also left a voice message.

I will contact you again in the next hour to discuss your query.

Kind regards,
Melony at Travelstart
Travelstart
Travelstart's reply13 Nov 2018, 10:23
Official
Dear Ryan Noble 

Thank you for taking the time to speak to me today.

As advised during our call, our technical team has advised the name "Ryna" was inserted online, during the booking process, and this is how the ticket was issued.

Our Refunds Team has also sent you a cancellation quote at 07:13 today, with what the airline is charging for the cancellation and what the refundable amount is.
 Regarding the agent who hung up the phone, thank you for bringing this to our attention. We will investigate and if necessary, deal with the matter internally. 
The line cut while we were still speaking and I know you said you have a meeting at 10:00. 

Please do let me know when would be a good time for me to call you back to discuss your query further. Alternatively you can respond to the email we sent at 07:13 this morning and advise us what your decision is regarding the cancellation.

Kind regards,
Melony at Travelstart
RN
Ryan N's update14 Nov 2018, 11:11
Reviewer Update
Hi Melony, You indicated you would call me back yesterday at a later stage with a breakdown from the technical team on why my details that are selected via a drop down on my logged in profile provided the incorrect details on the ticket which I now have to pay R400 in penalties for trusting your platform. I'm available most of the day today.
Travelstart
Travelstart's reply14 Nov 2018, 12:12
Official
Hi Ryan

Thanks for taking my call.

As discussed, I will give you a call back by 14:00 today.

Kind regards,
Melony at Travelstart
Travelstart
Travelstart's reply14 Nov 2018, 15:36
Official
Hi Ryan

Thank you for taking the time to chat to me and for sending me the screen shot as discussed. I have escalated the matter further and will be contacting you by 10:30 tomorrow, hopefully with feedback and a resolution.

I do apologize for this taking so much of your time and I thank you for your patience while I investigate the matter.

Kind regards,
Melony at Travelstart
RN
Ryan N's update14 Nov 2018, 15:38
Reviewer Update
Thanks Melony, No worries, thanks for all the effort! Chat soon