SM
Sean M
1 reviews | Active since Jan 2021
02 Jan 2021, 16:05
Travelstart the WORST. No customer care!!!!!
Travelstart has NO customer care. They are so circumspect about providing a direct means of contact with any individual within the company that the only telephone number they have is automated and drops the call after a short message. For three days I have been aware that my original flight from CT to JHB was cancelled due to the new curfew. Travelstart did nothing about it when I informed them (via their IM CHAT function) and have got back to me today to say I can get a refund in three months time! WHAT THE HELL TRAVELSTART? Please people, don't use them! They're fine when there are no cancellations or amendments to flights, but the moment actual customer care is needed they are NOWHERE to be found. I now need to find a way back to work while Travelstart withholds my funds dedicated to travel. Terrible, terrible, terrible. Ignore whatever flowery message they send in response to my mail. It's all lies!!!
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Replies (4)0
Replies (4)
Travelstart's replyOfficial
02 Jan 2021, 16:44Good day Mr Matthewson
Thank you for reaching out and taking the time to share your concerns with us.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic in second wave for most countries and the implementation of level 3 lockdown, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 passenger at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Travelstart acts as an agent for the airline we are governed by all airlines rules and need to quote according to the directives which they have provided us with at the time. With our industry there are various factors that may affect flight time changes, which the airlines & travel agent have no control over. Please be assured it is not the intention of the airline to inconvenience their passengers. However I do understand the frustration this might have caused.
The turn around time advised for the refund is an estimate , advising that it can take between 10 - 12weeks. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process by the airline.
I can see that the schedule changes Team has asked the airline if we can offer the flights travelling on the 05th Jan. We need authorization from the airline in order to process anything , therefore only once they are able to authorize that we can offer this will the team advise you accordingly.
Once the schedule changes Team has heard back from the airline they will be in contact with you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for reaching out and taking the time to share your concerns with us.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic in second wave for most countries and the implementation of level 3 lockdown, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 passenger at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Travelstart acts as an agent for the airline we are governed by all airlines rules and need to quote according to the directives which they have provided us with at the time. With our industry there are various factors that may affect flight time changes, which the airlines & travel agent have no control over. Please be assured it is not the intention of the airline to inconvenience their passengers. However I do understand the frustration this might have caused.
The turn around time advised for the refund is an estimate , advising that it can take between 10 - 12weeks. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process by the airline.
I can see that the schedule changes Team has asked the airline if we can offer the flights travelling on the 05th Jan. We need authorization from the airline in order to process anything , therefore only once they are able to authorize that we can offer this will the team advise you accordingly.
Once the schedule changes Team has heard back from the airline they will be in contact with you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply02 Jan 2021, 16:44
Official
Good day Mr Matthewson
Thank you for reaching out and taking the time to share your concerns with us.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic in second wave for most countries and the implementation of level 3 lockdown, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 passenger at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Travelstart acts as an agent for the airline we are governed by all airlines rules and need to quote according to the directives which they have provided us with at the time. With our industry there are various factors that may affect flight time changes, which the airlines & travel agent have no control over. Please be assured it is not the intention of the airline to inconvenience their passengers. However I do understand the frustration this might have caused.
The turn around time advised for the refund is an estimate , advising that it can take between 10 - 12weeks. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process by the airline.
I can see that the schedule changes Team has asked the airline if we can offer the flights travelling on the 05th Jan. We need authorization from the airline in order to process anything , therefore only once they are able to authorize that we can offer this will the team advise you accordingly.
Once the schedule changes Team has heard back from the airline they will be in contact with you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for reaching out and taking the time to share your concerns with us.
So sorry you have been struggling to reach us. Due to Covid 19 pandemic in second wave for most countries and the implementation of level 3 lockdown, we are receiving high volumes of booking queries with many customers trying to get assistance. For this reason we have closed our phone lines temporarily and have opened up an online chat service where all our agents are able to assist more than 1 passenger at a time quicker and efficiently.
Our customers are also able to reach us via email, we have a team managing our inbox's 7 days a week - responding to customer queries as well as via our online chat service Monday - Friday 9am - 5pm and Saturday 9am-1pm.
Again apologize for the frustration caused. Please be assured we have all hands on deck assisting our customers as quickly and efficiently as possible.
Travelstart acts as an agent for the airline we are governed by all airlines rules and need to quote according to the directives which they have provided us with at the time. With our industry there are various factors that may affect flight time changes, which the airlines & travel agent have no control over. Please be assured it is not the intention of the airline to inconvenience their passengers. However I do understand the frustration this might have caused.
The turn around time advised for the refund is an estimate , advising that it can take between 10 - 12weeks. These delays are due to various reasons which include skeleton staff working through the lockdown and high volumes of refunds to process by the airline.
I can see that the schedule changes Team has asked the airline if we can offer the flights travelling on the 05th Jan. We need authorization from the airline in order to process anything , therefore only once they are able to authorize that we can offer this will the team advise you accordingly.
Once the schedule changes Team has heard back from the airline they will be in contact with you.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
SM
Sean M's updateReviewer Update
02 Jan 2021, 17:13Your copy paste response does not help me. You are trying to explain your inner workings to me and blatantly lying to everyone that reads this thread when you say all hands on deck and available on chat. I have tried all mediums today and this is the only one you're responding on.
I have been sitting by my emails for hours waiting for Travelstart to respond, yet here you are on Hello Peter in a heartbeat.
Pity this doesn't translate into actual customer care!
I still don't have flights after mine were cancelled, and you have still done nothing except offer lip service.
I have saved every chat and all emails to use at a later date when punitive damages come into play.
I have been sitting by my emails for hours waiting for Travelstart to respond, yet here you are on Hello Peter in a heartbeat.
Pity this doesn't translate into actual customer care!
I still don't have flights after mine were cancelled, and you have still done nothing except offer lip service.
I have saved every chat and all emails to use at a later date when punitive damages come into play.
SM
Sean M's update02 Jan 2021, 17:13
Reviewer Update
Your copy paste response does not help me. You are trying to explain your inner workings to me and blatantly lying to everyone that reads this thread when you say all hands on deck and available on chat. I have tried all mediums today and this is the only one you're responding on.
I have been sitting by my emails for hours waiting for Travelstart to respond, yet here you are on Hello Peter in a heartbeat.
Pity this doesn't translate into actual customer care!
I still don't have flights after mine were cancelled, and you have still done nothing except offer lip service.
I have saved every chat and all emails to use at a later date when punitive damages come into play.
I have been sitting by my emails for hours waiting for Travelstart to respond, yet here you are on Hello Peter in a heartbeat.
Pity this doesn't translate into actual customer care!
I still don't have flights after mine were cancelled, and you have still done nothing except offer lip service.
I have saved every chat and all emails to use at a later date when punitive damages come into play.
Travelstart's replyOfficial
03 Jan 2021, 15:28Good Afternoon Mr Matthewson
Thank you kindly for taking my call this afternoon.
As discussed I am in contact with the manager on duty today , as well as the relevant teams to finalize your case hopefully before the end of day today.
I will be giving you a call before the end of my **** this evening, to provide you with an update.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you kindly for taking my call this afternoon.
As discussed I am in contact with the manager on duty today , as well as the relevant teams to finalize your case hopefully before the end of day today.
I will be giving you a call before the end of my **** this evening, to provide you with an update.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply03 Jan 2021, 15:28
Official
Good Afternoon Mr Matthewson
Thank you kindly for taking my call this afternoon.
As discussed I am in contact with the manager on duty today , as well as the relevant teams to finalize your case hopefully before the end of day today.
I will be giving you a call before the end of my **** this evening, to provide you with an update.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you kindly for taking my call this afternoon.
As discussed I am in contact with the manager on duty today , as well as the relevant teams to finalize your case hopefully before the end of day today.
I will be giving you a call before the end of my **** this evening, to provide you with an update.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's replyOfficial
03 Jan 2021, 16:50Good day Mr Matthewson
Thank you so much for your patience whilst we finalized an outcome to your case.
As discussed with your telephonically , we have now since updated and sent your new tickets for the dates and time requested.
It was a pleasure to be of assistance and there is anything else you need , please feel free to let me know.
I have sent you a separate email with my email address for any further assistance.
I thank you for your understand in this matter and wishing you a safe and wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for your patience whilst we finalized an outcome to your case.
As discussed with your telephonically , we have now since updated and sent your new tickets for the dates and time requested.
It was a pleasure to be of assistance and there is anything else you need , please feel free to let me know.
I have sent you a separate email with my email address for any further assistance.
I thank you for your understand in this matter and wishing you a safe and wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply03 Jan 2021, 16:50
Official
Good day Mr Matthewson
Thank you so much for your patience whilst we finalized an outcome to your case.
As discussed with your telephonically , we have now since updated and sent your new tickets for the dates and time requested.
It was a pleasure to be of assistance and there is anything else you need , please feel free to let me know.
I have sent you a separate email with my email address for any further assistance.
I thank you for your understand in this matter and wishing you a safe and wonderful day further!
Thank you and kind regards
Travelstart
Thank you so much for your patience whilst we finalized an outcome to your case.
As discussed with your telephonically , we have now since updated and sent your new tickets for the dates and time requested.
It was a pleasure to be of assistance and there is anything else you need , please feel free to let me know.
I have sent you a separate email with my email address for any further assistance.
I thank you for your understand in this matter and wishing you a safe and wonderful day further!
Thank you and kind regards
Travelstart