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LM
Luthando M

1 reviews | Active since Sept 2020

28 Sept 2020, 16:32

TRAVELSTART POOR SERVICE!!!!

I did a booking through Travelstart and was expecting everything to go smoothly only to find out (a day before my flight) that my ticket was cancelled and they would not refund me seeeing that the money was paid to the airline. I aclled the airline and they told me that they never received any funds from travelstart and travelstart told me that they cannot help me and i must speak to my bank. PATHETIC!!!!!!!!!!!!!!!!

0
Replies (12)
Travelstart
Travelstart's reply28 Sept 2020, 17:15
Official
 Good day Luthando
Thank you for your feedback and apologizes for any frustrations and inconvenience this may have caused you.
Please allow me some time to investigate this matter and I will revert soonest with feedback pertaining to your query. 
Regards
Lee-Anne 
Travelstart
Travelstart's reply29 Sept 2020, 11:09
Official
Good day Luthando

Thank you for your patience whilst we investigated your query.

I had a look at your booking and see that the booking was made on the 25th Aug for travel on 13th September, and on the 26th August our payment security team had to cancel the booking after not being able to verify certain information with your bank. 

On the 26th August our payment security team sent an email to the email address used to make the booking , advising of the cancellation and the reason for it.  

You are more than welcome to respond on that email with any questions you have.

Thank you and kind regards
Lee-Anne 
LM
Luthando M's update06 Oct 2020, 14:05
Reviewer Update
Even to this day, the issue is not resolved. Telling me that " Our payment security system has made us aware that details concerning your credit card payment may be incorrect." Yes, the details are correct when debiting my bank account but conveniently my details magically become incorrect when a refund must be done!!!!!!!!!!
Travelstart
Travelstart's reply06 Oct 2020, 14:58
Official
Good day Luthando 

Thank you for the email and feedback.

I checked the booking again and see that you have been dealing with our Ticketing team directly, who is the department best equipped to deal with your concerns regarding the payment.

The latest email sent to you from our ticketing team in correspondence to your query was on the 3rd October,  I see that you have responded to them today at 13:45.  

I have asked our ticketing Team to get hold of you to clarify the email correspondence regarding the payments and holds from Travelstart and the Airline. 

Kind Regards
Lee-Anne 




LM
Luthando M's update07 Oct 2020, 17:15
Reviewer Update
There is still no solution to the problem. The TicketingTeam cannot assist me. Kindly forward the details of one of your Directors to me. Maybe then something will happen.
LM
Luthando M's update29 Oct 2020, 08:24
Reviewer Update
How long must a person wait???????????
Travelstart
Travelstart's reply29 Oct 2020, 09:45
Official
Hi Luthando,

Thank you for taking my call earlier and apologies for the delay in responding with feedback.

As discussed I have will follow up with Lee-Anne regarding your booking query and she will be in contact you tomorrow before 10am with feedback. 

Thank you for your patience and understanding.

Kind Regards,

Marcelle
Travelstart
Travelstart's reply30 Oct 2020, 15:25
Official
Hi Luthando 

Hope you well, 

As discussed this morning , I tried calling you back again this afternoon but was unable to reach you. 

Please be advised that our Team has always in contact with Flysafair. I sent you the screenshot of the latest update from Flysafair informing our team yesterday, that the refund was processed this morning and should be in our account on Monday.  On Monday I will give you a another update once we have received the funds, I will then send you proof of refund once processed.

Once again Thank you for all your patience with this matter,  I am positive that by Monday the matter will be resolved.   

Hope you have a wonderful day further!

Thank you and kind regards
Lee-Anne 






LM
Luthando M's update06 Nov 2020, 12:03
Reviewer Update
I have not received any screenshots. I dont know to who were they sent. I am still waiting for my refu refund or any communication from travelstart. POOR
Travelstart
Travelstart's reply06 Nov 2020, 12:39
Official
Hi Luthando,

Thanks for reaching out. 

There could be a confusion as I see you have provided two different email address's. The one used to make your booking is a gmail account and the one you have provided via Hellopeter is a hotmail account.

I've called 3 times and unable to reach you. Please provide an alternative number we can reach you on.

Kind Regards,

Marcelle
Travelstart
Travelstart's reply06 Nov 2020, 16:07
Official
Hi Luthando,

Thank you for your reply and taking my call earlier.

As discussed I have sent an email confirming your refund will be processed on Monday and reflect within 48 hours.

If you have any other queries you are welcome to email us and we will be happy to assist.

Kind Regards,

Marcelle
LM
Luthando M's update12 Nov 2020, 16:50
Reviewer Update
After much struggle!!, Yesterday I finally received my full refund. Thank you to Lee Anne from Travelstart for your assistance.