MC
Megan C
1 reviews | Active since Nov 2014
27 Oct 2020, 06:53
Unhappy customer
Booked and paid for flights to Seychelles in 2019 to travel on the 3rd of April this year for my brother in law’s wedding. In March Ethiopian airlines informed us that they have changed the flights to only fly on the 4 th of April. Well within our cancellation period we immediately requested they cancel the tickets as it did not suit us to only fly on the 4th. It is now October and still no indication from Travelstart, other than the request has been submitted to Ethiopian airlines and we have to wait for them to process the cancellation. I keep following up every month.
Helpful (0)
Replies (7)0
Replies (7)
Travelstart's replyOfficial
27 Oct 2020, 11:24Good day Megan
Thank you kindly for taking the time to provide us with your feedback.
I have had a look into your concerns and would like to take the opportunity to elaborate a bit on the frustration and processes.
When airlines make changes to their initial flight schedule and the offered alternative is not suitable for the passenger, we need to get an authorization from the airline to offer anything else.
Once we have this authorization we are able to offer this to the passengers and process accordingly. In your case, the airline gave us authorization on the 31st March and we immediately sent you an email advising that the refund process has now begun.
We processed your refund manually when we received the authorization, however the airlines and the travel industry have been badly affected by the global pandemic and have had to let most of their staff go. Thus some airlines have suspended their refunds tool and will only start processing refunds from their side when they resume full operation again.
We have done everything on our end to ensure that you obtain the refund, essentially now we have to wait for the airline to conclude it. We have expedited the request as we are aware of the urgency, as many of us and our colleagues are in the same situation, every follow up that you sent we referred to the airline as well in attempt for a different outcome. Once the refund is concluded you will be notified.
We do apologize for the delay and frustration caused in waiting for your refund.
If you require any further assistance please do not hesitate to contact us.
Thank you and kind regards
Lee-Anne
Thank you kindly for taking the time to provide us with your feedback.
I have had a look into your concerns and would like to take the opportunity to elaborate a bit on the frustration and processes.
When airlines make changes to their initial flight schedule and the offered alternative is not suitable for the passenger, we need to get an authorization from the airline to offer anything else.
Once we have this authorization we are able to offer this to the passengers and process accordingly. In your case, the airline gave us authorization on the 31st March and we immediately sent you an email advising that the refund process has now begun.
We processed your refund manually when we received the authorization, however the airlines and the travel industry have been badly affected by the global pandemic and have had to let most of their staff go. Thus some airlines have suspended their refunds tool and will only start processing refunds from their side when they resume full operation again.
We have done everything on our end to ensure that you obtain the refund, essentially now we have to wait for the airline to conclude it. We have expedited the request as we are aware of the urgency, as many of us and our colleagues are in the same situation, every follow up that you sent we referred to the airline as well in attempt for a different outcome. Once the refund is concluded you will be notified.
We do apologize for the delay and frustration caused in waiting for your refund.
If you require any further assistance please do not hesitate to contact us.
Thank you and kind regards
Lee-Anne
Travelstart's reply27 Oct 2020, 11:24
Official
Good day Megan
Thank you kindly for taking the time to provide us with your feedback.
I have had a look into your concerns and would like to take the opportunity to elaborate a bit on the frustration and processes.
When airlines make changes to their initial flight schedule and the offered alternative is not suitable for the passenger, we need to get an authorization from the airline to offer anything else.
Once we have this authorization we are able to offer this to the passengers and process accordingly. In your case, the airline gave us authorization on the 31st March and we immediately sent you an email advising that the refund process has now begun.
We processed your refund manually when we received the authorization, however the airlines and the travel industry have been badly affected by the global pandemic and have had to let most of their staff go. Thus some airlines have suspended their refunds tool and will only start processing refunds from their side when they resume full operation again.
We have done everything on our end to ensure that you obtain the refund, essentially now we have to wait for the airline to conclude it. We have expedited the request as we are aware of the urgency, as many of us and our colleagues are in the same situation, every follow up that you sent we referred to the airline as well in attempt for a different outcome. Once the refund is concluded you will be notified.
We do apologize for the delay and frustration caused in waiting for your refund.
If you require any further assistance please do not hesitate to contact us.
Thank you and kind regards
Lee-Anne
Thank you kindly for taking the time to provide us with your feedback.
I have had a look into your concerns and would like to take the opportunity to elaborate a bit on the frustration and processes.
When airlines make changes to their initial flight schedule and the offered alternative is not suitable for the passenger, we need to get an authorization from the airline to offer anything else.
Once we have this authorization we are able to offer this to the passengers and process accordingly. In your case, the airline gave us authorization on the 31st March and we immediately sent you an email advising that the refund process has now begun.
We processed your refund manually when we received the authorization, however the airlines and the travel industry have been badly affected by the global pandemic and have had to let most of their staff go. Thus some airlines have suspended their refunds tool and will only start processing refunds from their side when they resume full operation again.
We have done everything on our end to ensure that you obtain the refund, essentially now we have to wait for the airline to conclude it. We have expedited the request as we are aware of the urgency, as many of us and our colleagues are in the same situation, every follow up that you sent we referred to the airline as well in attempt for a different outcome. Once the refund is concluded you will be notified.
We do apologize for the delay and frustration caused in waiting for your refund.
If you require any further assistance please do not hesitate to contact us.
Thank you and kind regards
Lee-Anne
MC
Megan C's updateReviewer Update
29 Oct 2020, 06:01Dear Lee-Anne
Thank you for your quick response. I accept your explanation and will await further feedback from Ethiopian Airlines
Thank you for your quick response. I accept your explanation and will await further feedback from Ethiopian Airlines
MC
Megan C's update29 Oct 2020, 06:01
Reviewer Update
Dear Lee-Anne
Thank you for your quick response. I accept your explanation and will await further feedback from Ethiopian Airlines
Thank you for your quick response. I accept your explanation and will await further feedback from Ethiopian Airlines
MC
Megan C's updateReviewer Update
01 Dec 2020, 06:12Good morning
Still no feedback, even though you are selling and advertising holiday packages to Seychelles! Anyone who books through Travelstart must consider the fact that there is no backup service and the high administration fees you pay won’t help you once they have your money in their bank account!
Still no feedback, even though you are selling and advertising holiday packages to Seychelles! Anyone who books through Travelstart must consider the fact that there is no backup service and the high administration fees you pay won’t help you once they have your money in their bank account!
MC
Megan C's update01 Dec 2020, 06:12
Reviewer Update
Good morning
Still no feedback, even though you are selling and advertising holiday packages to Seychelles! Anyone who books through Travelstart must consider the fact that there is no backup service and the high administration fees you pay won’t help you once they have your money in their bank account!
Still no feedback, even though you are selling and advertising holiday packages to Seychelles! Anyone who books through Travelstart must consider the fact that there is no backup service and the high administration fees you pay won’t help you once they have your money in their bank account!
Travelstart's replyOfficial
01 Dec 2020, 09:30Good Morning Megan
Thank you for your feedback,
Please allow me to elaborate on this issue below.
We have had no response from the airline regarding your booking refunds yet, despite several follow ups to them (records can be provided on request as proof)
The airline has also since updated their directives on refund procedure and this was discussed with your sister yesterday. When in contact with Verity yesterday we advised that the update from the airline was as follows , Applications for full refund can only be finalized on the 02Jan 2021. If refunds are finalized before that time penalties will need to be app****.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are bound by all airlines rules and need to quote according to the directives which they have provided us with at the time. The Airline does reserve the right to amend this policy at any given time and Travelstart cannot be held responsible for any changes and /or updates being made to the airlines policy. Nor are we able to override a decision made by the airline to amend the policy unfortunately.
When in contact with your sister yesterday she asked that we change the email address for both bookings ZA***7 and ZA***2, to her email address for all further correspondence which was done. We have also asked the refunds Team to send the updated policy to that email address and ask that you Please confirm on or after the 02nd of January 2021 if you wish to proceed with the full refund in order for us to finalize this. She accepted this option as there could be also be a possibility of reinstating travel in the future as the ticket is valid for travel up to and including 31 Dec2021.
We are really trying our best to help all our passengers in this unprecedented time, as efficiently as possible with the information and directives provided by the airline.
I do hope that this helps with the frustration and if you wish to get any further clarity on your refund, you are more than welcome to email our refunds team.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your feedback,
Please allow me to elaborate on this issue below.
We have had no response from the airline regarding your booking refunds yet, despite several follow ups to them (records can be provided on request as proof)
The airline has also since updated their directives on refund procedure and this was discussed with your sister yesterday. When in contact with Verity yesterday we advised that the update from the airline was as follows , Applications for full refund can only be finalized on the 02Jan 2021. If refunds are finalized before that time penalties will need to be app****.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are bound by all airlines rules and need to quote according to the directives which they have provided us with at the time. The Airline does reserve the right to amend this policy at any given time and Travelstart cannot be held responsible for any changes and /or updates being made to the airlines policy. Nor are we able to override a decision made by the airline to amend the policy unfortunately.
When in contact with your sister yesterday she asked that we change the email address for both bookings ZA***7 and ZA***2, to her email address for all further correspondence which was done. We have also asked the refunds Team to send the updated policy to that email address and ask that you Please confirm on or after the 02nd of January 2021 if you wish to proceed with the full refund in order for us to finalize this. She accepted this option as there could be also be a possibility of reinstating travel in the future as the ticket is valid for travel up to and including 31 Dec2021.
We are really trying our best to help all our passengers in this unprecedented time, as efficiently as possible with the information and directives provided by the airline.
I do hope that this helps with the frustration and if you wish to get any further clarity on your refund, you are more than welcome to email our refunds team.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Travelstart's reply01 Dec 2020, 09:30
Official
Good Morning Megan
Thank you for your feedback,
Please allow me to elaborate on this issue below.
We have had no response from the airline regarding your booking refunds yet, despite several follow ups to them (records can be provided on request as proof)
The airline has also since updated their directives on refund procedure and this was discussed with your sister yesterday. When in contact with Verity yesterday we advised that the update from the airline was as follows , Applications for full refund can only be finalized on the 02Jan 2021. If refunds are finalized before that time penalties will need to be app****.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are bound by all airlines rules and need to quote according to the directives which they have provided us with at the time. The Airline does reserve the right to amend this policy at any given time and Travelstart cannot be held responsible for any changes and /or updates being made to the airlines policy. Nor are we able to override a decision made by the airline to amend the policy unfortunately.
When in contact with your sister yesterday she asked that we change the email address for both bookings ZA***7 and ZA***2, to her email address for all further correspondence which was done. We have also asked the refunds Team to send the updated policy to that email address and ask that you Please confirm on or after the 02nd of January 2021 if you wish to proceed with the full refund in order for us to finalize this. She accepted this option as there could be also be a possibility of reinstating travel in the future as the ticket is valid for travel up to and including 31 Dec2021.
We are really trying our best to help all our passengers in this unprecedented time, as efficiently as possible with the information and directives provided by the airline.
I do hope that this helps with the frustration and if you wish to get any further clarity on your refund, you are more than welcome to email our refunds team.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
Thank you for your feedback,
Please allow me to elaborate on this issue below.
We have had no response from the airline regarding your booking refunds yet, despite several follow ups to them (records can be provided on request as proof)
The airline has also since updated their directives on refund procedure and this was discussed with your sister yesterday. When in contact with Verity yesterday we advised that the update from the airline was as follows , Applications for full refund can only be finalized on the 02Jan 2021. If refunds are finalized before that time penalties will need to be app****.
Travelstart is a registered third party supplier and acts as a search engine for good fares between the airline and the passenger. As Travelstart acts as an agent for the airline we are bound by all airlines rules and need to quote according to the directives which they have provided us with at the time. The Airline does reserve the right to amend this policy at any given time and Travelstart cannot be held responsible for any changes and /or updates being made to the airlines policy. Nor are we able to override a decision made by the airline to amend the policy unfortunately.
When in contact with your sister yesterday she asked that we change the email address for both bookings ZA***7 and ZA***2, to her email address for all further correspondence which was done. We have also asked the refunds Team to send the updated policy to that email address and ask that you Please confirm on or after the 02nd of January 2021 if you wish to proceed with the full refund in order for us to finalize this. She accepted this option as there could be also be a possibility of reinstating travel in the future as the ticket is valid for travel up to and including 31 Dec2021.
We are really trying our best to help all our passengers in this unprecedented time, as efficiently as possible with the information and directives provided by the airline.
I do hope that this helps with the frustration and if you wish to get any further clarity on your refund, you are more than welcome to email our refunds team.
Wishing you a wonderful day further!
Thank you and kind regards
Travelstart
MC
Megan C's updateReviewer Update
24 Sept 2021, 09:58Good morning, I really don’t understand your response! Firstly, Verity booked and paid for her own tickets as did I! You cannot share my information with other people.
I booked and paid for two tickets! You only refunded me some of the admin fees for the one ticket, but never the second one, which totally does not make sense! I do expect you to pay me back what you owe me.
I booked and paid for two tickets! You only refunded me some of the admin fees for the one ticket, but never the second one, which totally does not make sense! I do expect you to pay me back what you owe me.
MC
Megan C's update24 Sept 2021, 09:58
Reviewer Update
Good morning, I really don’t understand your response! Firstly, Verity booked and paid for her own tickets as did I! You cannot share my information with other people.
I booked and paid for two tickets! You only refunded me some of the admin fees for the one ticket, but never the second one, which totally does not make sense! I do expect you to pay me back what you owe me.
I booked and paid for two tickets! You only refunded me some of the admin fees for the one ticket, but never the second one, which totally does not make sense! I do expect you to pay me back what you owe me.
MC
Megan C's updateReviewer Update
24 Sept 2021, 10:06Hi
To add to the above, I do have the email confirmation where you acknowledged that I qualify for the full refund on both tickets! It has now been almost two years, surely your administration process cannot take that long! With no correspondence from your side. I cannot communicate with the airline directly as you are our agent and dis the bookings on my behalf. (Which I also paid an additional fee for). Travelstart has done nothing to assist to sort this out.
To add to the above, I do have the email confirmation where you acknowledged that I qualify for the full refund on both tickets! It has now been almost two years, surely your administration process cannot take that long! With no correspondence from your side. I cannot communicate with the airline directly as you are our agent and dis the bookings on my behalf. (Which I also paid an additional fee for). Travelstart has done nothing to assist to sort this out.
MC
Megan C's update24 Sept 2021, 10:06
Reviewer Update
Hi
To add to the above, I do have the email confirmation where you acknowledged that I qualify for the full refund on both tickets! It has now been almost two years, surely your administration process cannot take that long! With no correspondence from your side. I cannot communicate with the airline directly as you are our agent and dis the bookings on my behalf. (Which I also paid an additional fee for). Travelstart has done nothing to assist to sort this out.
To add to the above, I do have the email confirmation where you acknowledged that I qualify for the full refund on both tickets! It has now been almost two years, surely your administration process cannot take that long! With no correspondence from your side. I cannot communicate with the airline directly as you are our agent and dis the bookings on my behalf. (Which I also paid an additional fee for). Travelstart has done nothing to assist to sort this out.
Travelstart's replyOfficial
24 Sept 2021, 13:01Hi Megan,
Thank you for taking my call earlier regarding your refund follow up.
As discussed the refund for passenger Peter Alexander has been processed for the amount of ZAR1210.93
Each airline has their own refund policy which they can change at anytime. I'm afraid we do not have control over this. Our team would need to quote according to the airlines directives and we submit on behalf of the customer.
However the airline process any refund due and finalize from their side.
Regarding your refund amount, I am following up with our refunds team and currently awaiting feedback. As soon as I have further feedback I will be in touch today.
Kind Regards,
Marcelle
Thank you for taking my call earlier regarding your refund follow up.
As discussed the refund for passenger Peter Alexander has been processed for the amount of ZAR1210.93
Each airline has their own refund policy which they can change at anytime. I'm afraid we do not have control over this. Our team would need to quote according to the airlines directives and we submit on behalf of the customer.
However the airline process any refund due and finalize from their side.
Regarding your refund amount, I am following up with our refunds team and currently awaiting feedback. As soon as I have further feedback I will be in touch today.
Kind Regards,
Marcelle
Travelstart's reply24 Sept 2021, 13:01
Official
Hi Megan,
Thank you for taking my call earlier regarding your refund follow up.
As discussed the refund for passenger Peter Alexander has been processed for the amount of ZAR1210.93
Each airline has their own refund policy which they can change at anytime. I'm afraid we do not have control over this. Our team would need to quote according to the airlines directives and we submit on behalf of the customer.
However the airline process any refund due and finalize from their side.
Regarding your refund amount, I am following up with our refunds team and currently awaiting feedback. As soon as I have further feedback I will be in touch today.
Kind Regards,
Marcelle
Thank you for taking my call earlier regarding your refund follow up.
As discussed the refund for passenger Peter Alexander has been processed for the amount of ZAR1210.93
Each airline has their own refund policy which they can change at anytime. I'm afraid we do not have control over this. Our team would need to quote according to the airlines directives and we submit on behalf of the customer.
However the airline process any refund due and finalize from their side.
Regarding your refund amount, I am following up with our refunds team and currently awaiting feedback. As soon as I have further feedback I will be in touch today.
Kind Regards,
Marcelle