Travelstart e-Ticket states baggage included - airline says it isn't

Dear Travelstart

I understand that you are probably dealing with a number of COVID-19 related queries at the moment and I hope that you will be able to fix those.

However, I booked a ticket on 8 March 2020 for several legs the first of which is scheduled to depart on Saturday 21 March 2020. As the flight details indicated that checked in baggage was not included, I selected the "Add bags" option. I received the e-Ticket which indicated that bags were included on some legs but not on one leg. I assumed this was a typo, so I called the airline to confirm. The airline indicated that baggage had to be paid for on all flights. I said that the intermediary (Travelstart) indicated that bags were included. The airline said that they did not care what Travelstart said on the e-Ticket, baggage would need to be paid for.

I contacted Travelstart with this information. Ferial Isaacs indicated in quite a dismissive, unhelpful way that when the ticket says "7 kg hand baggage/23 kg baggage" this was the baggage ALLOWANCE and still needed to be paid for. I advised that the terms of the purchase were NOT the same as the ones I had entered into and that the transaction needs to be reversed.

This is in line with the Consumer Protection Act and the Payment Association of South Africa rules.

Travelstart, I am shocked that your Ferial Isaacs would say that "baggage" refers to the baggage that I will be permitted to pay for. Does this make any sense to you whatsoever when the below is stated on the e-ticket???

Baggage for Toronto to Havana: 7kg hand baggage for each traveller 23kg for each traveller

The transaction needs to be reversed immediately and your continued silence is frustrating. You need to inform the airline of your error.