AP
Angela P
1 reviews | Active since Jan 2021
04 Jan 2021, 16:00
Travelstart: Shocking lack of service on refunds
Shocking service from Travelstart regarding the lack of refund for my parents' ticket on Egypt Air from March 2020. They constantly say that they are waiting for the airline, but Egypt Air report that they have been issuing refunds. These are 2 pensioners who have been waiting almost a year for a refund. Travelstart issue a standard email reply to any queries and impossible to speak to a consultant when you phone. Ref NYEYUO.
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Travelstart's replyOfficial
04 Jan 2021, 17:03Good day Angela
Thank you so much for taking the time to provide us with your feedback.
I am really sorry to hear of the delay in the refund to the passengers and have checked the booking for feedback.
Please allow me the opportunity to address your concerns .
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are also governed by all airlines rules and need to work according to the directives which they have provided us at the time, We able unable to override a decision made by the airline to amend the policy unfortunately.
When the tickets are booked on the website the money for the ticket goes straight to the airline as they are the party that supplies the flights for the passengers. Therefor the money is not with Travelstart but with the airline.
As per the information documented in your booking the refund application was done to the airline by our refunds Team on the 15 July already. The airlines and industry has been badly affected by the global pandemic and have had to let most of their staff go as they were unable to keep them. Thus processing could take longer than expected. We have done everything on our end to ensure that you obtain the refund essentially now we have to wait for the airline to conclude it.
The Airline had stopped processing Refunds for some time ,but have since resumed the process of refunding passengers. While the process has now resumed they are still having to work through a backlog of months of refunds to be processed.
I have asked our refunds Team to follow up with the airline in order to expedite your request, I can totally understand waiting this long for a refund can be very frustrating.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback.
I am really sorry to hear of the delay in the refund to the passengers and have checked the booking for feedback.
Please allow me the opportunity to address your concerns .
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are also governed by all airlines rules and need to work according to the directives which they have provided us at the time, We able unable to override a decision made by the airline to amend the policy unfortunately.
When the tickets are booked on the website the money for the ticket goes straight to the airline as they are the party that supplies the flights for the passengers. Therefor the money is not with Travelstart but with the airline.
As per the information documented in your booking the refund application was done to the airline by our refunds Team on the 15 July already. The airlines and industry has been badly affected by the global pandemic and have had to let most of their staff go as they were unable to keep them. Thus processing could take longer than expected. We have done everything on our end to ensure that you obtain the refund essentially now we have to wait for the airline to conclude it.
The Airline had stopped processing Refunds for some time ,but have since resumed the process of refunding passengers. While the process has now resumed they are still having to work through a backlog of months of refunds to be processed.
I have asked our refunds Team to follow up with the airline in order to expedite your request, I can totally understand waiting this long for a refund can be very frustrating.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply04 Jan 2021, 17:03
Official
Good day Angela
Thank you so much for taking the time to provide us with your feedback.
I am really sorry to hear of the delay in the refund to the passengers and have checked the booking for feedback.
Please allow me the opportunity to address your concerns .
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are also governed by all airlines rules and need to work according to the directives which they have provided us at the time, We able unable to override a decision made by the airline to amend the policy unfortunately.
When the tickets are booked on the website the money for the ticket goes straight to the airline as they are the party that supplies the flights for the passengers. Therefor the money is not with Travelstart but with the airline.
As per the information documented in your booking the refund application was done to the airline by our refunds Team on the 15 July already. The airlines and industry has been badly affected by the global pandemic and have had to let most of their staff go as they were unable to keep them. Thus processing could take longer than expected. We have done everything on our end to ensure that you obtain the refund essentially now we have to wait for the airline to conclude it.
The Airline had stopped processing Refunds for some time ,but have since resumed the process of refunding passengers. While the process has now resumed they are still having to work through a backlog of months of refunds to be processed.
I have asked our refunds Team to follow up with the airline in order to expedite your request, I can totally understand waiting this long for a refund can be very frustrating.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for taking the time to provide us with your feedback.
I am really sorry to hear of the delay in the refund to the passengers and have checked the booking for feedback.
Please allow me the opportunity to address your concerns .
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are also governed by all airlines rules and need to work according to the directives which they have provided us at the time, We able unable to override a decision made by the airline to amend the policy unfortunately.
When the tickets are booked on the website the money for the ticket goes straight to the airline as they are the party that supplies the flights for the passengers. Therefor the money is not with Travelstart but with the airline.
As per the information documented in your booking the refund application was done to the airline by our refunds Team on the 15 July already. The airlines and industry has been badly affected by the global pandemic and have had to let most of their staff go as they were unable to keep them. Thus processing could take longer than expected. We have done everything on our end to ensure that you obtain the refund essentially now we have to wait for the airline to conclude it.
The Airline had stopped processing Refunds for some time ,but have since resumed the process of refunding passengers. While the process has now resumed they are still having to work through a backlog of months of refunds to be processed.
I have asked our refunds Team to follow up with the airline in order to expedite your request, I can totally understand waiting this long for a refund can be very frustrating.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart