UTTERLY DISSAPPOINTING CUSTOMER SERVICE FOR FLIGHT RE-BOOKINGS

Although I was usually very impressed with Travelstart, I am again at a point of extreme frustration. I had made a BA booking (Ref ZA***0) and then invoked the COVID 19 cancellation offer. This in itself took me a number of attempts as there are no call center agents and no other way of engaging except via email or Whatsapp which can be delayed and affect flight prices because of the delayed response. Instructions are often cryptic and do not correlate with the website "contact us" options- this is extremely frustrating.

Again, I have resurrected my booking after many attempts and Travelstart confirmed a split booking where 2 travelers will be flying earlier on the first leg but all flying back together on the return leg. Not too much of a bother one would think and this was confirmed via the website on two or more occasions. When I eventually received my confirmation email with payment link yesterday it did not show this split despite a string of engagements confirming same.

I then responded to the link to clarify only to be told that it came from an unmanned mailbox - so back to the website and yet another engagement made- and of course I have to wait potentially anther day (up to 48 hours) for a response. In my frustration not to lose the flights I eventually decided that it was an exercise in futility to engage like this and went on to the payment portal only to be told that my payment is "out of time" and flights are not guaranteed. BUT I HAVE AGAIN INFORMED TRAVELSTART OF THEIR ORIGINAL CONFIRMATION SHOWING THE SPLIT !!!!!!!!! Now its my problem and if the flights change I will be liable for even more "fees" due to the total incompetence of Travelstart and their new protocols of having no live agents on the phone.

I must add that they do take long to answer a WhatsApp message but my last experience with the agent was great after she eventually responded (all correspondence and timelines are recorded on WhatsApp so we cant run away from this can we? ). But again, nothing can be actioned pursuant to the WhatsApp chat and it still has to be actioned via email and the website which is painful and frustrating.

You've made my entire holiday a painful experience Travelstart because you're hiding behind COVID and its cheaper for you to dispense with a live callcentre to the frustration and detriment of your loyal customers.

My matter has still not been resolved and I suspect that it will be another day and more charges now- but this is what I have come to expect from Travelstart and their new protocols.

I wont be booking with you again - not until you get your customer engagement right. Travelstart customers will vote with their feet . This is the time for you to step up and take advantage of the travel boom but you have failed disappointingly because of your dismal attempt at customer service. Booking is easy and prices are often competitive- absolutely- but try changing a booking - that's when you're meant to shine. Its all about customer service and an efficient customer experience despite the obvious COVID challenges and here you've failed dismally.