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Diane N
1 reviews | Active since Feb 2014
06 Apr 2020, 15:59
Unfair treatment for something totally out of my hands, travel companies making a quick buck
My husband and I were to travel to George on 9th /14th April with Khulala to say goodbye to my father inlaw whom I have never met, because we were due to immigrate on 12 May. Tickets purchased beginning of March. Due to this lock down flights were cancelled and because we don't know where will be in May we cannot rebook our flights as offered by the airline so we requested a refund. This has cost me R1, 761 for absolutely nothing received in return, no one was willing to assist us. I really think this is low, considering this was out of our hands, and we are both unemployed at this stage. Never again will I use travelstart or Kulula. #disgusted
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Replies (3)
Travelstart's replyOfficial
06 Apr 2020, 16:33Travelstart's reply06 Apr 2020, 16:33
Official
Travelstart's replyOfficial
06 Apr 2020, 16:33Good afternoon Diane
Thank you for taking the time to provide feedback on your flight booking with Travelstart, and we are sorry to hear you were not pleased with the way your booking was handled.
In response to your query, we would like to mention that upon the President declaring a state of emergency and announcing a national lockdown for the period 27 March 2020 to 16 April 2020 the airlines were/are no longer in control of their flight schedules and all cancellations and/or disruptions that took place or will take place are as a result of the national lockdown and not at the instance of the airline.
Each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
Thank you for taking the time to provide feedback on your flight booking with Travelstart, and we are sorry to hear you were not pleased with the way your booking was handled.
In response to your query, we would like to mention that upon the President declaring a state of emergency and announcing a national lockdown for the period 27 March 2020 to 16 April 2020 the airlines were/are no longer in control of their flight schedules and all cancellations and/or disruptions that took place or will take place are as a result of the national lockdown and not at the instance of the airline.
Each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
Travelstart's reply06 Apr 2020, 16:33
Official
Good afternoon Diane
Thank you for taking the time to provide feedback on your flight booking with Travelstart, and we are sorry to hear you were not pleased with the way your booking was handled.
In response to your query, we would like to mention that upon the President declaring a state of emergency and announcing a national lockdown for the period 27 March 2020 to 16 April 2020 the airlines were/are no longer in control of their flight schedules and all cancellations and/or disruptions that took place or will take place are as a result of the national lockdown and not at the instance of the airline.
Each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
Thank you for taking the time to provide feedback on your flight booking with Travelstart, and we are sorry to hear you were not pleased with the way your booking was handled.
In response to your query, we would like to mention that upon the President declaring a state of emergency and announcing a national lockdown for the period 27 March 2020 to 16 April 2020 the airlines were/are no longer in control of their flight schedules and all cancellations and/or disruptions that took place or will take place are as a result of the national lockdown and not at the instance of the airline.
Each airline has their own policy regarding refunds/ vouchers / rebooking/ waivers etc. As Travelstart acts as an Agent for the airline it is bound by the rules as dictated by the airline and is not able to overrule them.
I do understand that this is frustrating, but unfortunately this is out of our control (as the agent) and we do apologise for the inconvenience caused.
Kind regards,
Melony at Travelstart
DN
Diane N's updateReviewer Update
06 Apr 2020, 16:51Not acceptable. You passing the buck, and I took Covid 19 insurance, which helped in no way, why offer this???
DN
Diane N's update06 Apr 2020, 16:51
Reviewer Update
Not acceptable. You passing the buck, and I took Covid 19 insurance, which helped in no way, why offer this???