Travelstart very poor assistance

We bought return tickets for 6 people-SAA flight, CT to OR Thambo- using Travelstart. Two of the travelers had to return to Cape Town 2 days early adue to their mother’s sudden death

Ilse Viljoen Mahle viljoen

We tried to contact you via phone, whattsapp and website since 18h last night and this morning again. I drove to airport and got a hold of SAA via phone- I wanted to change our tickets to the 8h05am flight this am from OR Thambo to CT.

They informed me I would have to pay an EXTRA R4800 to change the booking for two travelers. I obviously started crying and spent a long time on the phone, but they kept on insisting that that is the only way.

What a ****ing joke! My return flight for two travelers was about R5000 . How on earth can a booking change - due to an family emergency- cost an extra R4800.

I went to OR Thambo and told my story to SAA counter assistance. They had the exact same story. This was at 7h00 am. I spent 15min trying to convince them to just change my booking, but they kept telling me they must follow protocol and I will have to pay R4800 or miss the flight.

I obviously burst into a crying hysteria, and my daughter as well. My mom died very suddenly and unexpectedly yesterday!!

So.. SAA was willing to rather have empty seats on the plane than assist me.

Jenifer Malope and her supervisor were probably excellent employees, but they were 0/10 human beings, not at all compassionate.

They informed me I better pay quickly or I will miss the flight. They also said no- when I asked for their supervisors number.

I ended up paying the R4800, as I needed to get back asap.

I am NOT happy with this situation.

I tried to contact Travelstart fir the past 5 days - this happened on Thursday 7 October. I either get automated responses or am told my query has been resolved.

Also note, I was unable to contact them at all via cell.

Please assist.

Ilse Viljoen