Travelstart WhatsApp live agent service is frustrating

I recently had a bad customer service interaction via the Travelstart Whatsapp Chat bot. My issues are the way in which my complaint was dealt with. The agent did not read my query, took ages to respond after making personal contact and hastily closed the ticket when it was time to go home. Very frustrating. (The physical problem I had is simple to solve and do not need a solution to this; I just need Travelstart to reconsider the training on interactions that the agents manning WhatsApp get)

This is my summary of my experience with the Travelstart WhatsApp customer service 14:15: Start interaction with bot 14:15: Bot transferring chat to agent 14:42-15:04: Me trying to get feedback from bot/agent 16:09 Agent asks how they can help 16:09: My immediate response 16:30 Me trying to get feedback 16:47: Agent gives response... 16:49: Agent decides the issue is perfectly resolved, closes the ticket and clocks out for the day 16:51: My frustrated response 16:51: Bot has been reset. Now I have to start again :(

Chat transcript below

[14:15, 03/11/2021] Travelstart: Welcome to Travelstart. I'm Lucy, your automated travel assistant. [14:15, 03/11/2021] Travelstart: Before I transfer you to a live agent, how can we help you today?

1. Existing Booking 2. New Booking 3. Ask a general question 4. Deal of the Day 5. Travel Update: UK Entry Requirements

Please reply with 1, 2, 3, 4 or 5. [14:15, 03/11/2021] John Doe: 1 [14:15, 03/11/2021] Travelstart: For security purposes, we will be asking a series of questions to verify that you are the owner of this booking [14:15, 03/11/2021] Travelstart: Please provide the email address that was used to make this booking [14:15, 03/11/2021] John Doe: *** [14:15, 03/11/2021] Travelstart: Please enter this email address again [14:15, 03/11/2021] John Doe: *** [14:15, 03/11/2021] Travelstart: Kindly provide the passenger's surname [14:15, 03/11/2021] John Doe: Doe [14:15, 03/11/2021] Travelstart: Last question, please provide your Travelstart booking reference. [14:15, 03/11/2021] John Doe: ZA***7 [14:15, 03/11/2021] Travelstart: Great! What would you like to do today?

1. Make a Date Change 2. Request a Cancellation 3. Check Refund Status 4. Schedule Change Question 5. Payment Confirmation 6. Request Flight e-Ticket 7. Other

Reply with 1, 2, 3, 4, 5 or 6. Type "main" to go back to the main menu. [14:15, 03/11/2021] John Doe: 7 [14:15, 03/11/2021] Travelstart: Please wait while I transfer your chat to one of our agents.

Meanwhile, please feel free to type in your query [14:17, 03/11/2021] John Doe: Hello Travelstart Team,

I would like to request to book an additional baggage option for flight on 5/11/21

Request: Sporting equipment luggage

Safair has redirected me to book this through travelstart [14:22, 03/11/2021] John Doe: Thank you [14:42, 03/11/2021] John Doe: Hello? [14:53, 03/11/2021] John Doe: ? [15:03, 03/11/2021] John Doe: ? [15:03, 03/11/2021] John Doe: Main [15:04, 03/11/2021] John Doe: main [15:04, 03/11/2021] John Doe: exit [16:09, 03/11/2021] Travelstart: Good day [16:09, 03/11/2021] Travelstart: I trust you are well [16:09, 03/11/2021] Travelstart: My name is Agent . [16:09, 03/11/2021] Travelstart: How may I assist today [16:09, 03/11/2021] John Doe: Hello Travelstart Team,

I would like to request to book an additional baggage option for flight on 5/11/21

Request: Sporting equipment luggage

Safair has redirected me to book this through travelstart [16:30, 03/11/2021] John Doe: ? [16:47, 03/11/2021] Travelstart: you will have to call the Aairline for assistance [16:49, 03/11/2021] Travelstart: will there be anything else I can assist with today [16:49, 03/11/2021] Travelstart: Enjoy the day Further [16:51, 03/11/2021] John Doe: Hello Agent know that is incorrect advice the airline advised me that I have to sort this out primarily with you do not close the ticket [16:51, 03/11/2021] Travelstart: Welcome to Travelstart. I'm Lucy, your automated travel assistant. [16:51, 03/11/2021] Travelstart: Before I transfer you to a live agent, how can we help you today?

1. Existing Booking 2. New Booking 3. Ask a general question 4. Deal of the Day 5. Travel Update: UK Entry Requirements

Please reply with 1, 2, 3, 4 or 5.