Unacceptable service

Good day, My sister with live in the UK made a booking with Travelstrart for 18 Des 2018 London - Johannesburg. On there way to London there was a massive accident on the higway and got delayed with more than 4 hours. She then tried to phone travelstart while stuck on the hugway to explain and to get new tickets on a next flight. She could not get through. She then phoned me and ask me to phone form SA as they are Capetown based. I hae been phoning then since 11:00 this morning for 8 times now and holding more than 20 min at a time without any response. We sent emails to them without no response!!!!!!!!

Then my sister then phoned the airline and they said they can not help her she needs to get hold of the travel agent (travelstrart). It is now 16:00 in SA and still no responce from them.

We want a refund from them as they need to book complete new tickets for a other day. SO it mean they need to travel again to London! Also need my phone bill payed by travelstart.

I have never in my life dealed with such an *********** company

This is what they say about business hours: Our operating hours are Monday to Friday from 09h00 - 17h00 and Saturday from 09h00 - 13h00.

You are also able to reach us via phone on +27 21 ********** during these times.

This is unacceptable!!!!!!! And would like a refund, cause if they had answerd there phone this situation could have been different!!!!