1 reviews | Active since Feb 2014
Travelstart - What you need to know before making a booking !
I would like to inform any potential traveler out there never to make use of Travelstart as your travel agent. I have been a loyal client for 8 years, have referred all my family and friends to use their services. It is 17:47 on Monday the 30th of September - up till now - no senior person from their management team have reached out to my mom.
In order to be as clear as possible I am copying pasting all the original communication via email between me and Travelstart.
And as human beings - I think you will understand why I am so displeased with how Travelstart has looked after my mom as her client.
This will give you an idea of what happened:
To whom it may concern. I have proof of all communication and proof of the dire position my mom have been left in - stranded in China - due to no service from Travel Start ! I want to sue them due to the fact that my mom has a severe medical condition - which has been communicated with them ... still no help / support from them side. I want to go public with this - find out which other passengers have been let down by Travel Start and make sure nobody goes through this again !
I know it is a lot to take in (my sincerest apologies) but I am copying and pasting all relevant information in order to address the issue at hand. Also I want more legal assistance and want to know not only from my side, but as a group of disgruntled clients to take action against Travel Start and poor service !
Thanks Hello Peter for your amazing work you doing to fight the good fight to make sure that people are treated humanely and fairly. My sincerest and hardfelt thanks to you !
Here follow the emails:
Update Dale Demas
I now used an interpreter to help me book a ticket for my mom with my Credit Card.
She broke down crying - and her blood pressure has skyrocketed.
She still has to overcome the following obstacles:
1) Only 1 hour till boarding 2) She hasn’t gotten her temp. Chinese Visa yet in order to locate her suitcases 3) If no suitcases - she cannot fly out and can only make the flight tonight at 22:20 PM ... meaning then she will miss her connecting flight
Once again 08:29 Sunday morning - mom had no sleep and a nervous breakdown - NO ONE FROM TRAVEL START HAS CONTACTED HER !
Welita Birch +***
Don’t use WhatsApp , Gmail, Twitter or other Social Media Outleds as it DOES NOT WORK IN CHINA !! She can only be reached because she has roaming on her phone !!
Sent from my iPhone
On 28 Sep 2019, at 20:59, Dane Demas (Travelstart) <***> wrote:
##- Please type your reply above this line -## Your request (534631) has been updated. To add additional comments, reply to this email.
Dane Demas (Travelstart) Sep 28, 15:59 EEST
Hi Morne,
As per your request this is your mothers flight time for tomorrow:
----------------------------------------------------------------------------- DEPARTURE: HONG KONG, HK (INTERNATIONAL), TERMINAL 1 29 SEP 23:55 ARRIVAL: JOHANNESBURG, ZA (O.R. TAMBO INTL), TERMINAL A 30 SEP 07:05 FLIGHT BOOKING REF: SA/TC5A2G LAST CHECK IN TIME: 23:05 RESERVATION CONFIRMED, ECONOMY (G) DURATION: 13:10 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - MEAL: BREAKFAST/LUNCH
NON STOP HONG KONG TO JOHANNESBURG EQUIPMENT: AIRBUS INDUSTRIE A340-300
FLIGHT(S) CALCULATED AVERAGE CO2 EMISSIONS IS 749.92 KG/PERSON SOURCE: ICAO CARBON EMISSIONS CALCULATOR http://www.icao.int/environmental-protection/CarbonOffset/Pages/default.aspx
FLIGHT TICKET(S) ----------------------------------------------------------------------------- TICKET: SA/ETKT ***591 FOR BIRCH/WELITA MRS
This matter will be investigated further as to the inconvenience caused.
Kind regards, Regards
Dane Demas Travelstart Customer Services
–
Tel: *** E-mail: ***
Travelstart Disclaimer This email was sent to you by Travelstart Online Travel Operations Pty LTD. Longkloof Studios, Block B Darters Road, Gardens,Cape Town, South Africa 8000
We love talent. We are recruiting
morne birch Sep 28, 12:50 EEST
You have send my mom all the way to China and there are NO CONNECTING FLIGHTS WITH SOUTH AFRICAN AIRWAYS !! She is stranded in China ... WHAT ARE YOU DOING !! I am getting hold of my attorneys as we speak because THIS IS HORRIBLE PUTTING A PERSON UNDER SO MUCH STRAIN !!! After we have communicated with you several times !! Her email is *** I just talked to her on her mobile phone ***) ... which she has to roam and pay extra to try and solve this mess !!! Contact me and her back now !!!
Sent from my iPhone Sisanda (Travelstart) Sep 27, 23:19 EEST
Hi morne birch!
Thank you for your email.
I have forwarded the booking to the schedule changes team. You can get in touch with the on ***.
Regards
Sisanda Travelstart Customer Services
–
Tel: *** E-mail: ***
Travelstart Disclaimer This email was sent to you by Travelstart Online Travel Operations Pty LTD. Longkloof Studios, Block B Darters Road, Gardens,Cape Town, South Africa 8000
We love talent. We are recruiting
Sisanda (Travelstart) Sep 27, 23:15 EEST
cvv Regards
Sisanda Travelstart Customer Services
–
Tel: *** E-mail: ***
Travelstart Disclaimer This email was sent to you by Travelstart Online Travel Operations Pty LTD. Longkloof Studios, Block B Darters Road, Gardens,Cape Town, South Africa 8000
We love talent. We are recruiting
morne birch Sep 27, 16:10 EEST
Contact me back ! Your service is really bad ! My mom is flying via Hong Kong to South Africa - AFTER YOU HAVE AMMENDED HER FLIGHT ... Then you promised to reply to her emails within 24 hours and nothing happened ! I have been using your services for 8 years ... now she is gonna be stuck in an airport for 24 hours !! Her email is *** Her name Welita Birch and her mobile number is ***.
Now this is what you don’t understand. She is older than 60 and flying is very traumatic to her. Now with the add on stress and it is taking it’s toll.
I am really disappointed. Follow up on her emails and please give her the service that she paid for !
Morne Birch +*** Taiwan
Sent from my iPhone
This email is a service from Travelstart. Delivered by Zendesk [YDXPMO-X460]
Facebook Messenger: (Posted on the Travel Start Facebook Messenger Page:)
I have send you several messages. I have spoken to Dane Demas at your office. As to date ! I don’t have any emergency numbers to contact ! My mom is having a breakdown ! No one has called her ! I am going to turn to social media now as you as a company has failed us and have not even bothered to give us any service or assistance !!! My mobile number is +*** . My mom’s number is +*** ! I am in contact with my attorneys and am advising you I am going to reach out to all social media outlets to see who else have been let down by your company. Please also note: My mom suffers from a medical condition which worsened over the last 48 hours ... Update Dale Demas
I now used an interpreter to help me book a ticket for my mom with my Credit Card.
She broke down crying - and her blood pressure has skyrocketed.
She still has to overcome the following obstacles:
1) Only 1 hour till boarding 2) She hasn’t gotten her temp. Chinese Visa yet in order to locate her suitcases 3) If no suitcases - she cannot fly out and can only make the flight tonight at 22:20 PM ... meaning then she will miss her connecting flight
Once again 08:29 Sunday morning - mom had no sleep and a nervous breakdown - NO ONE FROM TRAVEL START HAS CONTACTED HER !
Welita Birch +***
Don’t use WhatsApp , Gmail, Twitter or other Social Media Outleds as it DOES NOT WORK IN CHINA !! She can only be reached because she has roaming on her phone !!
Sent from my iPhone
On 28 Sep 2019, at 20:59, Dane Demas (Travelstart) <***> wrote:
##- Please type your reply above this line -## Your request (534631) has been updated. To add additional comments, reply to this email.
Dane Demas (Travelstart) Sep 28, 15:59 EEST
Hi Morne,
As per your request this is your mothers flight time for tomorrow:
----------------------------------------------------------------------------- DEPARTURE: HONG KONG, HK (INTERNATIONAL), TERMINAL 1 29 SEP 23:55 ARRIVAL: JOHANNESBURG, ZA (O.R. TAMBO INTL), TERMINAL A 30 SEP 07:05 FLIGHT BOOKING REF: SA/TC5A2G LAST CHECK IN TIME: 23:05 RESERVATION CONFIRMED, ECONOMY (G) DURATION: 13:10 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - MEAL: BREAKFAST/LUNCH
NON STOP HONG KONG TO JOHANNESBURG EQUIPMENT: AIRBUS INDUSTRIE A340-300
FLIGHT(S) CALCULATED AVERAGE CO2 EMISSIONS IS 749.92 KG/PERSON SOURCE: ICAO CARBON EMISSIONS CALCULATOR http://www.icao.int/environmental-protection/CarbonOffset/Pages/default.aspx
FLIGHT TICKET(S) ----------------------------------------------------------------------------- TICKET: SA/ETKT ***591 FOR BIRCH/WELITA MRS
This matter will be investigated further as to the inconvenience caused.
Kind regards, Regards
Dane Demas Travelstart Customer Services
–
Tel: *** E-mail: ***
Travelstart Disclaimer This email was sent to you by Travelstart Online Travel Operations Pty LTD. Longkloof Studios, Block B Darters Road, Gardens,Cape Town, South Africa 8000
We love talent. We are recruiting
morne birch Sep 28, 12:50 EEST
You have send my mom all the way to China and there are NO CONNECTING FLIGHTS WITH SOUTH AFRICAN AIRWAYS !! She is stranded in China ... WHAT ARE YOU DOING !! I am getting hold of my attorneys as we speak because THIS IS HORRIBLE PUTTING A PERSON UNDER SO MUCH STRAIN !!! After we have communicated with you several times !! Her email is *** I just talked to her on her mobile phone ***) ... which she has to roam and pay extra to try and solve this mess !!! Contact me and her back now !!!
Sent from my iPhone Sisanda (Travelstart) Sep 27, 23:19 EEST
Hi morne birch!
Thank you for your email.
I have forwarded the booking to the schedule changes team. You can get in touch with the on ***.
Regards
Sisanda Travelstart Customer Services
–
Tel: *** E-mail: ***
Travelstart Disclaimer This email was sent to you by Travelstart Online Travel Operations Pty LTD. Longkloof Studios, Block B Darters Road, Gardens,Cape Town, South Africa 8000
We love talent. We are recruiting
Sisanda (Travelstart) Sep 27, 23:15 EEST
cvv Regards
Sisanda Travelstart Customer Services
–
Tel: *** E-mail: ***
Travelstart Disclaimer This email was sent to you by Travelstart Online Travel Operations Pty LTD. Longkloof Studios, Block B Darters Road, Gardens,Cape Town, South Africa 8000
We love talent. We are recruiting
morne birch Sep 27, 16:10 EEST
Contact me back ! Your service is really bad ! My mom is flying via Hong Kong
Please Note:
Till 09:23 this Sunday Morning the 29th of September, NOBODY FROM TRAVEL START HAS CONTACTED MY MOM ON HER MOBILE NUMBER AS IT IS THE ONLY WAY TO COMMUNICATE WITH HER DUE TO A SOCIAL MEDIA BLACK OUT IN CHINA ! I repeatedly asked Travel Start to do so and NOTHING HAPPENED !
1) We have endured a lot of additional expenses due to this lack of service and accountability on Travel Start’s side. 2) Mom is suffering due to her medical condition and the stress that she has been put under 3) She still has a tremendous way ahead of her getting back to SA safe and sound.
Thanks Hello Peter for giving me the opportunity to bring this to your attention !
Morné Birch +*** (Taiwan)
Welita Birch +*** ***
Sent from my iPhone
Allow us to thank you for your effort to inform us about the recent flight booking with Travelstart.
We wish to express our sincere regret and disappointment for the perceived services as explained.
We have checked your mother's booking and see that we had sent emails (to wbirch2(at)gmail.com) and smses (to the number ending in 1713) since the 11th September advising of the schedule change to her booking.
Please see below email, which was sent on the 11th September:
Hi there,
The airline has made a schedule change on your trip.
Please see the below itinerary reflecting the changes made as you may need to adjust your plans accordingly.
CZ3098 28SEP TAIWAN TAOYUAN INTL-CGUANGZHOU ***SEP
SA 287 29SEP HONG KONG- O.R. TAMBO INTL ***SEP E
**NOTE: If we do not receive a response to the above email within 4 working days, airline penalties will be applicable**
You will keep the e-ticket you have already received, but make sure that you arrive at the airport in time, in case the airline needs to make corrections in their system.
Do not hesitate to contact us if you have any queries.
Kind regards, ZANDILE - Travelstart
The below smses were sent a few minutes after the email was sent on the 11th September:
Hi, with reference to the airline schedule change advised. Please confirm you would like us to proceed with the option provided. Regards Travelstartand
Hi there, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
Two smses were sent again on the 13th September:
Hi,with reference to the airline schedule change advised.Please advise if the change is suitable in order to make the change with the airline.Thanks,Travelstartand
Good day, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
Two more smses were sent on the 19th September:
Hi, with reference to the airline schedule change advised. Please confirm you would like us to proceed with the option provided. Regards TravelstartandHi there, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
We had sent another email on the 24th September:
Hi there,
The airline made a schedule change to your booking, we have tried to contact you via emails and text messages to your mobile.
Please take note of your new flights as shown below:
CZ3098 28SEP TPE-CAN ***SEP
SA 287 29SEP HKG-JNB ***SEP
You will keep the e-ticket you have already received, but make sure that you arrive at the airport in time, in case the airline needs to make corrections in their system.
Do not hesitate to contact us if you have any queries.
Kind regards, ZANDILE - Travelstart
We had sent two more smses on the 24th September:
Hi, with reference to the airline schedule change advised. Please confirm you would like us to proceed with the option provided. Regards Travelstartand
Hi there, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
On the 29th September, we had then issued a brand new ticket, at no cost to your mother and this was advised in an email, please see below:
Good day Mr Birch, Thank you for taking my call. Please find the requested information below: Booking *** Ticket number: *** 1.BIRCH/WELITA MRS 2 SA 287 S 29SEP 7 HKGJNB HK1 2*** 30SEP E SA/VBT737 TKT-*** RCI- 1A LOC-VBT737 OD-HKGJNB SI- FCPI-0 POI-CPT DOI-29SE*** IOI-***2 1.BIRCH/WELITA MRS ADT ST 1 OHKG SA 287 S 29SEP2355 OK SSXOWHK A 29SEP29SEP 2PC JNB FARE F HKD 7560 EQUIV ZAR 14440.00 BSR 1.909779 TOTALTAX ZAR 1745.00 TOTAL ZAR 16185.00 /FC HKG SA JNB964.57NUC964.57END ROE7.837634 FE CARRIER RESTRICTIONS APPLY NONEND/PENALTY APPLY FP CASH FOR TAX/FEE DETAILS USE TWD/TAX Please do not hesitate to contact us, should you require any further assistance. Regards Marche Team Manager - Refunds Team
Please be assured it is not the intention of the airline or Travelstart to inconvenience their passengers. We do however, understand the frustration this might have caused. If you have any other questions let us know and we will be happy to assist where possible.
Thank you once again for sharing your experience with us and we do apologize for any stress and inconvenience caused.
Kind regards,The Travelstart Team
Allow us to thank you for your effort to inform us about the recent flight booking with Travelstart.
We wish to express our sincere regret and disappointment for the perceived services as explained.
We have checked your mother's booking and see that we had sent emails (to wbirch2(at)gmail.com) and smses (to the number ending in 1713) since the 11th September advising of the schedule change to her booking.
Please see below email, which was sent on the 11th September:
Hi there,
The airline has made a schedule change on your trip.
Please see the below itinerary reflecting the changes made as you may need to adjust your plans accordingly.
CZ3098 28SEP TAIWAN TAOYUAN INTL-CGUANGZHOU ***SEP
SA 287 29SEP HONG KONG- O.R. TAMBO INTL ***SEP E
**NOTE: If we do not receive a response to the above email within 4 working days, airline penalties will be applicable**
You will keep the e-ticket you have already received, but make sure that you arrive at the airport in time, in case the airline needs to make corrections in their system.
Do not hesitate to contact us if you have any queries.
Kind regards, ZANDILE - Travelstart
The below smses were sent a few minutes after the email was sent on the 11th September:
Hi, with reference to the airline schedule change advised. Please confirm you would like us to proceed with the option provided. Regards Travelstartand
Hi there, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
Two smses were sent again on the 13th September:
Hi,with reference to the airline schedule change advised.Please advise if the change is suitable in order to make the change with the airline.Thanks,Travelstartand
Good day, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
Two more smses were sent on the 19th September:
Hi, with reference to the airline schedule change advised. Please confirm you would like us to proceed with the option provided. Regards TravelstartandHi there, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
We had sent another email on the 24th September:
Hi there,
The airline made a schedule change to your booking, we have tried to contact you via emails and text messages to your mobile.
Please take note of your new flights as shown below:
CZ3098 28SEP TPE-CAN ***SEP
SA 287 29SEP HKG-JNB ***SEP
You will keep the e-ticket you have already received, but make sure that you arrive at the airport in time, in case the airline needs to make corrections in their system.
Do not hesitate to contact us if you have any queries.
Kind regards, ZANDILE - Travelstart
We had sent two more smses on the 24th September:
Hi, with reference to the airline schedule change advised. Please confirm you would like us to proceed with the option provided. Regards Travelstartand
Hi there, please be advised the previous SMS is a no reply service. All confirmations to be sent to the email address provided. Thanks, Travelstart
On the 29th September, we had then issued a brand new ticket, at no cost to your mother and this was advised in an email, please see below:
Good day Mr Birch, Thank you for taking my call. Please find the requested information below: Booking *** Ticket number: *** 1.BIRCH/WELITA MRS 2 SA 287 S 29SEP 7 HKGJNB HK1 2*** 30SEP E SA/VBT737 TKT-*** RCI- 1A LOC-VBT737 OD-HKGJNB SI- FCPI-0 POI-CPT DOI-29SE*** IOI-***2 1.BIRCH/WELITA MRS ADT ST 1 OHKG SA 287 S 29SEP2355 OK SSXOWHK A 29SEP29SEP 2PC JNB FARE F HKD 7560 EQUIV ZAR 14440.00 BSR 1.909779 TOTALTAX ZAR 1745.00 TOTAL ZAR 16185.00 /FC HKG SA JNB964.57NUC964.57END ROE7.837634 FE CARRIER RESTRICTIONS APPLY NONEND/PENALTY APPLY FP CASH FOR TAX/FEE DETAILS USE TWD/TAX Please do not hesitate to contact us, should you require any further assistance. Regards Marche Team Manager - Refunds Team
Please be assured it is not the intention of the airline or Travelstart to inconvenience their passengers. We do however, understand the frustration this might have caused. If you have any other questions let us know and we will be happy to assist where possible.
Thank you once again for sharing your experience with us and we do apologize for any stress and inconvenience caused.
Kind regards,The Travelstart Team
Let your most senior person reply to all my emails as we are currently looking into legal counseling for what you have put her and us as a family through ...
Let your most senior person reply to all my emails as we are currently looking into legal counseling for what you have put her and us as a family through ...