BM
Brian M
1 reviews | Active since Aug 2013
26 Sept 2019, 15:34
Worst Travel Company I have ever book flights
Worst Travel Company I have ever book flights through. They simply do not care of our problems. My sister past away 08/09/2019 and gave them a call on the 09/09/2019 that I won’t be able to travel. I paid for my wife a fare of R3694.72 to travel to Cape Town on the 13/09/2019 return on the 16/09/2019 the only wanted to refund me R267.22 and the Penalty of R3427.50 and mine was a fare of R2057.22 and the penalty R1790.00 and they wanted to refund R267.22. Then advise if I can postpone my flight to another date but the quote I was given was about R5000 top up. I was willing to give the death certificate as a proof but still they did wanna listen to my complain
Helpful (0)
Replies (5)0
Replies (5)
Travelstart's replyOfficial
26 Sept 2019, 15:49Dear Brian,
Thank you for taking the time to provide your feedback, and we are sorry to hear you were not pleased with the service received.
A customer service team member will be in contact, within the next 24 hours, to discuss your query.
In future, for any feedback, you may email us to feedback(at)travelstart.com
Regards,
The Travelstart Team
Thank you for taking the time to provide your feedback, and we are sorry to hear you were not pleased with the service received.
A customer service team member will be in contact, within the next 24 hours, to discuss your query.
In future, for any feedback, you may email us to feedback(at)travelstart.com
Regards,
The Travelstart Team
Travelstart's reply26 Sept 2019, 15:49
Official
Dear Brian,
Thank you for taking the time to provide your feedback, and we are sorry to hear you were not pleased with the service received.
A customer service team member will be in contact, within the next 24 hours, to discuss your query.
In future, for any feedback, you may email us to feedback(at)travelstart.com
Regards,
The Travelstart Team
Thank you for taking the time to provide your feedback, and we are sorry to hear you were not pleased with the service received.
A customer service team member will be in contact, within the next 24 hours, to discuss your query.
In future, for any feedback, you may email us to feedback(at)travelstart.com
Regards,
The Travelstart Team
Travelstart's replyOfficial
27 Sept 2019, 09:41Good morning Brian,
I trust you are well. Please see below, the email that was sent to you on the 13th September 2019 at 09:03 :
Good morning Brian
Thank you for your email and feedback. We are so sorry to hear of your reason for cancellation and wish to extend our sincere condolences to you and your family.
I have checked both bookings and I see that you have been in contact with our refunds team who has sent you a cancellation quote for both references.
Please be advised that Travelstart operates as a third party and therefore, we need to adhere to the cancellation conditions as stipulated by each individual airline. As per our terms and conditions https://www.travelstart.co.za/lp/terms-and-conditions : "Note that all tickets carry different fare conditions as imposed by the relevant airline. The ticket you are purchasing may only be partially or non-refundable".
In addition, we also advise on our terms and conditions that 'Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition" - this means Travelstart can charge a processing fee for processing the refund of the ticket as per airline's conditions, which we have not charged as we do understand the circumstances/ reasons for the cancellation request. All this information is available to you on our website...
As advised by the agents, in order to claim from the airline due to death of family member we would need a copy of the death certificate and if the last names are different, we would also need to send airline proof of relation.
This is not something we want to ask of you in this difficult time, however if we want to appeal to airline to waiver / reduce the cancellation cost we need to forward through those documents.
Please note, this needs to be sent through ASAP, because if we do not cancel and process the refund before the scheduled departure time, the airline will consider you a no-show and might not refund anything after original departure date/ time. Kindly send all the necessary information with both references to *** and also copy *** so that we can action your request immediately.
Please let me know if there is anything else we can assist you with.
I trust you are well. Please see below, the email that was sent to you on the 13th September 2019 at 09:03 :
Good morning Brian
Thank you for your email and feedback. We are so sorry to hear of your reason for cancellation and wish to extend our sincere condolences to you and your family.
I have checked both bookings and I see that you have been in contact with our refunds team who has sent you a cancellation quote for both references.
Please be advised that Travelstart operates as a third party and therefore, we need to adhere to the cancellation conditions as stipulated by each individual airline. As per our terms and conditions https://www.travelstart.co.za/lp/terms-and-conditions : "Note that all tickets carry different fare conditions as imposed by the relevant airline. The ticket you are purchasing may only be partially or non-refundable".
In addition, we also advise on our terms and conditions that 'Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition" - this means Travelstart can charge a processing fee for processing the refund of the ticket as per airline's conditions, which we have not charged as we do understand the circumstances/ reasons for the cancellation request. All this information is available to you on our website...
As advised by the agents, in order to claim from the airline due to death of family member we would need a copy of the death certificate and if the last names are different, we would also need to send airline proof of relation.
This is not something we want to ask of you in this difficult time, however if we want to appeal to airline to waiver / reduce the cancellation cost we need to forward through those documents.
Please note, this needs to be sent through ASAP, because if we do not cancel and process the refund before the scheduled departure time, the airline will consider you a no-show and might not refund anything after original departure date/ time. Kindly send all the necessary information with both references to *** and also copy *** so that we can action your request immediately.
Please let me know if there is anything else we can assist you with.
Regards, Melony
Customer Relations Team
As we had not received a response to this email, no further action has been taken from our side.
Could you kindly send us an email, to the above email addresses, with your request and supporting documents and we will advise you on the way forward. Please let us know if there is anything else we can assist you with.
Kind regards, Melony
Customer Relations Team
As we had not received a response to this email, no further action has been taken from our side.
Could you kindly send us an email, to the above email addresses, with your request and supporting documents and we will advise you on the way forward. Please let us know if there is anything else we can assist you with.
Kind regards, Melony
Customer Relations Team
Travelstart's reply27 Sept 2019, 09:41
Official
Good morning Brian,
I trust you are well. Please see below, the email that was sent to you on the 13th September 2019 at 09:03 :
Good morning Brian
Thank you for your email and feedback. We are so sorry to hear of your reason for cancellation and wish to extend our sincere condolences to you and your family.
I have checked both bookings and I see that you have been in contact with our refunds team who has sent you a cancellation quote for both references.
Please be advised that Travelstart operates as a third party and therefore, we need to adhere to the cancellation conditions as stipulated by each individual airline. As per our terms and conditions https://www.travelstart.co.za/lp/terms-and-conditions : "Note that all tickets carry different fare conditions as imposed by the relevant airline. The ticket you are purchasing may only be partially or non-refundable".
In addition, we also advise on our terms and conditions that 'Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition" - this means Travelstart can charge a processing fee for processing the refund of the ticket as per airline's conditions, which we have not charged as we do understand the circumstances/ reasons for the cancellation request. All this information is available to you on our website...
As advised by the agents, in order to claim from the airline due to death of family member we would need a copy of the death certificate and if the last names are different, we would also need to send airline proof of relation.
This is not something we want to ask of you in this difficult time, however if we want to appeal to airline to waiver / reduce the cancellation cost we need to forward through those documents.
Please note, this needs to be sent through ASAP, because if we do not cancel and process the refund before the scheduled departure time, the airline will consider you a no-show and might not refund anything after original departure date/ time. Kindly send all the necessary information with both references to *** and also copy *** so that we can action your request immediately.
Please let me know if there is anything else we can assist you with.
I trust you are well. Please see below, the email that was sent to you on the 13th September 2019 at 09:03 :
Good morning Brian
Thank you for your email and feedback. We are so sorry to hear of your reason for cancellation and wish to extend our sincere condolences to you and your family.
I have checked both bookings and I see that you have been in contact with our refunds team who has sent you a cancellation quote for both references.
Please be advised that Travelstart operates as a third party and therefore, we need to adhere to the cancellation conditions as stipulated by each individual airline. As per our terms and conditions https://www.travelstart.co.za/lp/terms-and-conditions : "Note that all tickets carry different fare conditions as imposed by the relevant airline. The ticket you are purchasing may only be partially or non-refundable".
In addition, we also advise on our terms and conditions that 'Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition" - this means Travelstart can charge a processing fee for processing the refund of the ticket as per airline's conditions, which we have not charged as we do understand the circumstances/ reasons for the cancellation request. All this information is available to you on our website...
As advised by the agents, in order to claim from the airline due to death of family member we would need a copy of the death certificate and if the last names are different, we would also need to send airline proof of relation.
This is not something we want to ask of you in this difficult time, however if we want to appeal to airline to waiver / reduce the cancellation cost we need to forward through those documents.
Please note, this needs to be sent through ASAP, because if we do not cancel and process the refund before the scheduled departure time, the airline will consider you a no-show and might not refund anything after original departure date/ time. Kindly send all the necessary information with both references to *** and also copy *** so that we can action your request immediately.
Please let me know if there is anything else we can assist you with.
Regards, Melony
Customer Relations Team
As we had not received a response to this email, no further action has been taken from our side.
Could you kindly send us an email, to the above email addresses, with your request and supporting documents and we will advise you on the way forward. Please let us know if there is anything else we can assist you with.
Kind regards, Melony
Customer Relations Team
As we had not received a response to this email, no further action has been taken from our side.
Could you kindly send us an email, to the above email addresses, with your request and supporting documents and we will advise you on the way forward. Please let us know if there is anything else we can assist you with.
Kind regards, Melony
Customer Relations Team
Travelstart's replyOfficial
27 Sept 2019, 09:56The two email addresses are refunds(at)travelstart.com and feedback(at)travelstart.com
Travelstart's reply27 Sept 2019, 09:56
Official
The two email addresses are refunds(at)travelstart.com and feedback(at)travelstart.com
BM
Brian M's updateReviewer Update
15 Oct 2019, 09:57Hi, i just send mail to Melony at ***.
please advise if you require more information.
Thanks
Brian
***
please advise if you require more information.
Thanks
Brian
***
BM
Brian M's update15 Oct 2019, 09:57
Reviewer Update
Hi, i just send mail to Melony at ***.
please advise if you require more information.
Thanks
Brian
***
please advise if you require more information.
Thanks
Brian
***
BM
Brian M's updateReviewer Update
22 Oct 2019, 10:05Still waiting for the response of my claim ... TravelStart can real disappoint people. i will never ever book any of my booking with this Company..
BM
Brian M's update22 Oct 2019, 10:05
Reviewer Update
Still waiting for the response of my claim ... TravelStart can real disappoint people. i will never ever book any of my booking with this Company..