1 reviews | Active since Apr 2022
Travelstart - Truly Poor Service
We booked tickets in October 2021 but due to the COVID-19 restrictions in December our flights were cancelled by Emirates. After finally getting in touch with Travelstart in mid-December, we requested a refund and were told it would take 12-24 weeks minus some fees (uh what? All we did was book online). We then agreed to hold the tickets as we would travel this year.
It is now April 2022 and I would like to rebook my tickets and when entering anything onto any Travelstart system (webpage or app) I’m told my flights are cancelled and they can’t find the booking reference nor do I have any suspended flights? So where are they?? Their WhatsApp system has now changed and everything asks you to email or call them - to which no one responds. When you call and wait for 30-45 mins in some non-existent queue the phone line miraculously cuts, and again, no help. When contacting Emirates directly, they responded in a matter of hours and clarified that they are unable to help me due to not having access to travel agency issues tickets but are able to see when the tickets were booked. Emirates gave me information in a matter of hours where I’ve been waiting days for any communication from Travelstart. This is truly sad.
Thank you for taking the time to share you concerns with us and regret to hear you are not happy with the refund waiting time.
The normal refund process usually takes 8 - 12 weeks, but given the circumstances, refunds are unfortunately taking much longer. Up to 24 weeks. These delays are due to various reasons including high volumes of refunds for airlines to process.
As the airline sits with the funds of the ticket we have to wait for them to process the refund from their side. Travelstart assist the customer in doing the refund application to the airline however the airline need to finalize the refund from their side as they sit with the funds of the fare and taxes.
Looking at your booking I see you have since requested to do a date change which our team have quoted on and they've received confirmation.
They will be in touch via email today.
Kind Regards,
Marcelle
Thank you for taking the time to share you concerns with us and regret to hear you are not happy with the refund waiting time.
The normal refund process usually takes 8 - 12 weeks, but given the circumstances, refunds are unfortunately taking much longer. Up to 24 weeks. These delays are due to various reasons including high volumes of refunds for airlines to process.
As the airline sits with the funds of the ticket we have to wait for them to process the refund from their side. Travelstart assist the customer in doing the refund application to the airline however the airline need to finalize the refund from their side as they sit with the funds of the fare and taxes.
Looking at your booking I see you have since requested to do a date change which our team have quoted on and they've received confirmation.
They will be in touch via email today.
Kind Regards,
Marcelle