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Roxanne R
1 reviews | Active since Dec 2018
18 Dec 2018, 22:01
Woes with Travelstart
I am so unimpressed with Travel start, firstly they double deducted my flight fare and to date I have not received any feedback on this matter. I have submitted all proof, I have emailed all the channels as per their instruction .
This service is meant to make flying easier and cheaper but they have done the complete opposite
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Replies (4)0
Replies (4)
Travelstart's replyOfficial
19 Dec 2018, 07:43Dear Roxanne Ruthanum
we are extremely sorry for the inconvenience you have experienced. We have been investigating the issue with the financial sector and received the following reply from them yesterday: "VISA implemented a fix on 14 December and all the affected customers will be refunded. We are hoping the fix also ensures that no one else will be charged the additional 2.75% by VISA".
We are very sorry that the matter has taken so long to be resolved. As stated above , the refund will be processed by your bank directly.
We trust you find this information to your satisfaction.
With kind regards,
***nor at Travelstart
we are extremely sorry for the inconvenience you have experienced. We have been investigating the issue with the financial sector and received the following reply from them yesterday: "VISA implemented a fix on 14 December and all the affected customers will be refunded. We are hoping the fix also ensures that no one else will be charged the additional 2.75% by VISA".
We are very sorry that the matter has taken so long to be resolved. As stated above , the refund will be processed by your bank directly.
We trust you find this information to your satisfaction.
With kind regards,
***nor at Travelstart
Travelstart's reply19 Dec 2018, 07:43
Official
Dear Roxanne Ruthanum
we are extremely sorry for the inconvenience you have experienced. We have been investigating the issue with the financial sector and received the following reply from them yesterday: "VISA implemented a fix on 14 December and all the affected customers will be refunded. We are hoping the fix also ensures that no one else will be charged the additional 2.75% by VISA".
We are very sorry that the matter has taken so long to be resolved. As stated above , the refund will be processed by your bank directly.
We trust you find this information to your satisfaction.
With kind regards,
***nor at Travelstart
we are extremely sorry for the inconvenience you have experienced. We have been investigating the issue with the financial sector and received the following reply from them yesterday: "VISA implemented a fix on 14 December and all the affected customers will be refunded. We are hoping the fix also ensures that no one else will be charged the additional 2.75% by VISA".
We are very sorry that the matter has taken so long to be resolved. As stated above , the refund will be processed by your bank directly.
We trust you find this information to your satisfaction.
With kind regards,
***nor at Travelstart
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Roxanne R's updateReviewer Update
19 Dec 2018, 23:14Hi ***nor, please note that these flights were booked and paid for in November. My account was debited on two occasions for three flights when I only booked one return flight.
Your team has not responded to any of the emails I have sent, even to say if I was at fault.
Please note from my side it doesn’t look like a problem with my bank, I will wait for the refund or some sort of reply from your team.
I am so disappointed that I won’t be using a service I used to love
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Roxanne R's update19 Dec 2018, 23:14
Reviewer Update
Hi ***nor, please note that these flights were booked and paid for in November. My account was debited on two occasions for three flights when I only booked one return flight.
Your team has not responded to any of the emails I have sent, even to say if I was at fault.
Please note from my side it doesn’t look like a problem with my bank, I will wait for the refund or some sort of reply from your team.
I am so disappointed that I won’t be using a service I used to love
Travelstart's replyOfficial
20 Dec 2018, 10:02Dear Roxanne,
we are extremely sorry for the complete lack of customer service you experienced with us. I have tried calling you this morning to speak to you about this matter but the number went to voicemail.
Please be advised that the situation with the double deductions had to be escalated to the financial sector to be investigated and it took longer to be finalised because of lack of ownership between the different parties involved. We are by no means saying that the duration of the investigation is acceptable, but hope for your understanding that we needed to get conclusive information to be able to rectify the situation.
We trust that this information is to your satisfaction.
With thanks
***nor at Travelstart
we are extremely sorry for the complete lack of customer service you experienced with us. I have tried calling you this morning to speak to you about this matter but the number went to voicemail.
Please be advised that the situation with the double deductions had to be escalated to the financial sector to be investigated and it took longer to be finalised because of lack of ownership between the different parties involved. We are by no means saying that the duration of the investigation is acceptable, but hope for your understanding that we needed to get conclusive information to be able to rectify the situation.
We trust that this information is to your satisfaction.
With thanks
***nor at Travelstart
Travelstart's reply20 Dec 2018, 10:02
Official
Dear Roxanne,
we are extremely sorry for the complete lack of customer service you experienced with us. I have tried calling you this morning to speak to you about this matter but the number went to voicemail.
Please be advised that the situation with the double deductions had to be escalated to the financial sector to be investigated and it took longer to be finalised because of lack of ownership between the different parties involved. We are by no means saying that the duration of the investigation is acceptable, but hope for your understanding that we needed to get conclusive information to be able to rectify the situation.
We trust that this information is to your satisfaction.
With thanks
***nor at Travelstart
we are extremely sorry for the complete lack of customer service you experienced with us. I have tried calling you this morning to speak to you about this matter but the number went to voicemail.
Please be advised that the situation with the double deductions had to be escalated to the financial sector to be investigated and it took longer to be finalised because of lack of ownership between the different parties involved. We are by no means saying that the duration of the investigation is acceptable, but hope for your understanding that we needed to get conclusive information to be able to rectify the situation.
We trust that this information is to your satisfaction.
With thanks
***nor at Travelstart
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Roxanne R's updateReviewer Update
20 Dec 2018, 12:38Thank you, ***nor, I have been in meetings today.
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Roxanne R's update20 Dec 2018, 12:38
Reviewer Update
Thank you, ***nor, I have been in meetings today.