FAQ | Travelstart South Africa

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FAQ

Book Flights with Travelstart South Africa now

  1. Enter where you are flying from.
  2. Enter where you are flying to.
  3. Enter your departure date.
  4. Check whether you want a return trip or one way (the default is return).
  5. Enter you return date.
  6. Enter how many passengers are traveling (the default is 1 adult).
  7. Under ''Advanced search options' you can choose to specify a particular airline and business or first class if you like.
  8. Click on the orange 'Search' button to continue. On an international routing you can tick '+/- 3 days' and we will show you the lowest fares available taking your flexibility into account.
  9. After a short wait you will be taken to the search results page. These results can be sorted by airline, price, departure time, duration and stops. A flight search will give you different return options to choose from.
  10. When you have decided which flight suits you best simply click the orange 'Book flight' button.
  11. The next page is the review page of the flights and the choice of travel extras (eg Travel Insurance). If you would like more information about any of the products, click on the 'View details' button. When you are ready to pay simply click the 'Continue' button.
  12. The next page is the passenger page where you enter the passenger details.
  13. The payment page follows where you choose your method of payment. Once selected, you enter all relevant details as requested. If you choose 'credit card payment', it will be necessary to fill out your credit card details in the form that opens up. If you choose internet transfer, you can select your bank to retrieve the payment details. Please note that low cost carriers do not allow us to offer the internet transfer option. Once completed, click the 'Pay now' button when you are ready to pay. This may sound like a lot, but it's much simpler when you actually try it out!
  14. Your will then receive your booking references and an overview of the booking made.

Your booking can only be confirmed once your credit card transaction has been processed or the money you transferred has reflected on our account. Once processed, you will receive an e-ticket email or, for certain low cost carriers, a confirmation email with a reference number.

 


When you make your booking, we will first send you a booking confirmation e-mail. This contains:

  1. Your Travelstart booking reference number
  2. Your airline booking reference number
  3. Your flight details
  4. Your payment details

For non low cost carriers you will receive an e-ticket email, which contains, in addition to the points above:
  1. Your e-ticket number
  2. A link where you can log in and view real-time information about your flight

    For low cost carriers you will receive a confirmation email from the respective airline with the reference number and a confirmation email from us. Please note that low cost carriers do not issue tickets.


Many people think non-stop and direct flights are interchangeable terms, but there are differences between the two.

A non-stop flight does as its name suggests: flies from one airport to another without stopping.

A direct flight, on the other hand, makes (so called technical) stops along the way.

Often, passengers traveling on direct flights make a stop at a midpoint airport and remain seated on the plane while some passengers exit and others board. An itinerary with connecting flights requires passengers to change planes at a midpoint airport, which may be in a different terminal or on a different airline. Please watch out for the little ‘i’ next to the flight number, which will tell you if there is a technical stop on the flight.


The minimum connecting time is the shortest permissible time needed to make a connecting flight at a particular airport. This standard is determined for each airport by the airport authorities together with the respective airlines. The connection times we offer on our website are in accordance with these standards.

In the event that your flight is delayed, causing you to miss your connecting flight, it is the airlines responsibility to rebook you on the next available flight provided that all flights are on one ticket. If no other flights are available then, the airline might offer you accommodation and transport to a hotel.

Depending on the waiting period, meals and refreshments may also be offered by the airline.

If you have two separate tickets connecting two flights, the respective airlines will not take any responsibility if you miss your connection.


Yes, you can. While it is not possible to book a ticket with a stopover on our website, you can Contact Us.

Absolutely. While this is not possible on our website as it only offers a point to point service, you can Contact Us

Unfortunately you cannot book an "around the world" ticket on our website. Please Contact Us

This is not possible on our website. Please Contact Us directly to assist with your booking.

Please contact the airline directly to book a ticket for an unaccompanied child as we are not permitted to make these reservations.

Children under the age of 2 usually do not get their own seat. They will have to sit on an adult's lap. Most airlines offer baby baskets for infants up to six months old (depending on the infant's length and weight), to be requested on long haul flights. To make this request, you can Contact Us.

A service fee will apply to process this request. As the confirmation of the request depends on the airline, we cannot guarantee that this service will be available on your chosen flights.


Unfortunately we cannot help you redeem your air miles (for example if you would like to book your flight using your accumulated credit). This must be done directly through the airline. You will also need to contact the airline directly if you want information about the status of your frequent flyer account.

However, what we can do is make sure that your frequent flyer number is added to your booking to allow miles to be credited to your account when you book with us. You can Contact Us for this.

A service fee will apply to process this request. As the confirmation of the request depends on the airline, we cannot guarantee that the miles will be credited to your account.

You have the option to choose services like Travel Insurance Aviation Accident Benefit and Airline Liquidation Protection when you make a booking online and pay for it straight away.

Please Contact Us or the airline directly.

Kindly provide us with the information, which passengers will be in need of wheelchair assistance, their age, if they can walk short distances, climb steps and help themselves onboard or if they are wheelchair -bound on a permanent basis. Please note that we cannot guarantee this service as the confirmation of your request depends on the airline.

Certain airlines may request to see the credit card that was used to pay for the booking at check-in in order to avoid possible fraud. If a third person has paid for your flight it will be sufficient to bring a copy of the credit card as well as a copy of the credit card holder's ID.

With pleasure! Our customer service agents will be happy to assist you with your booking. Simply Contact Us.

Certain airlines and/or governments of the country/ies that you are visiting require/s further information for security reasons before we can issue your ticket (if departure is in less than 96 hours). If you book well in advance we can issue your ticket with the passenger's full names and date of birth but if the remaining information is not in the booking at least 96 hours before departure, the airline will very likely refuse you to board on the day of your first flight.

When you make a booking, we will remind you to provide us with these details via an urgent email, which needs to be replied to on the same day to guarantee your ticket price, as we cannot issue the ticket without this information.

For early departures to/from/via the USA or any destination with certain airlines (Egyptair, Emirates, Etihad Airways, Turkish Airlines and Qatar Airways), we can only guarantee the same price if we receive the required information before midnight (Tanzanian time) on the same day the booking was made. Should we not receive your information before midnight, we cannot issue your ticket and therefore cannot guarantee your ticket price.

The required information we urgently need from you for each passenger is:
  • Passport number
  • Country where passport was issued
  • Date of passport expiry
  • Nationality
  • Redress number (if applicable)
    (The redress number is only applicable if you are travelling to the USA and have a name similar to or the same as a name on the current terrorist watch list. You might then experience secondary security screenings at airports, which are very time consuming. You can prevent this by providing your Redress Number at the time of booking. A Redress Number is a unique number that helps TSA (Transportation Security Administration) eliminate watch list misidentification.
    If you have not heard of it before, don't worry about it. You can leave it blank.
If you are not travelling from/via/to the USA or with airlines Egyptair, Emirates, Etihad Airways, Turkish Airlines and Qatar Airways, the additional information is not necessary.

If you are interested in more details, please click on the link below:

http://en.wikipedia.org/wiki/Advance_Passenger_Information_System

You can pay by internet transfer, cash deposit at a relevant bank or credit card (against a processing fee). At present, we accept Visa, MasterCard, American Express and Diners Club. You need to enter your credit card details on our website when making your booking in order to process your payment and confirm your booking.

If you prefer to pay by internet transfer, please use the following bank account:

NEDBANK
Branch code: 123209
Account number: 1232117978

ABSA
Branch code: 632005
Account number: 4069885562

STANDARD BANK
Branch code: 020909
Account number: 070638241

FIRST NATIONAL BANK
Branch code: 202509
Account number: 62182487895


Reference: Your Travelstart booking reference number and any passenger surnames sent to you in the booking confirmation

Send us your internet payment confirmation to alert us of your payment (This is a notification to us and we will issue your ticket once the funds clear in our account). Fax it to: 086 679 5337 or e-mail it to: payments@travelstart.com

Your payment should be made immediately in order to have the quoted price guaranteed.

You should pay immediately or before midnight (South African time) on the day the booking was made in order to have the quoted price guaranteed.


If you have trouble making the payment, please double check that you have typed in all digits (no spaces), expiry date and the 3 digits on the back of the card correctly.

If all information is correctly stated, please contact your bank to make sure that the complications are not initiated on their side (for example because you might have a limit for large amounts).


Yes, absolutely! Nothing is more important to us than the privacy and integrity of your personal information. Our website is protected with Thawte SGC-enabled SSL Certificates and displays the Thawte Secured Seal on secure pages.

For more information, please check out Thawte's website

Yes, provided you have more than one passenger and would like to pay for each ticket separately. So you could pay one ticket with one card and the other ticket with another card or via internet bank transfer. It is, however, not possible to pay one ticket partially with two different forms of payment (for example, internet transfer and credit card)

We will send you a ticket confirmation email. For certain low cost carriers, you will receive a confirmation from the airline directly.

Airport departure taxes are included in the prices you see on our website. However, in certain countries (like Thailand for example), a local departure tax is payable directly at the airport on day of departure, in local currency. Prior to ticket issue, taxes can fluctuate due to currency conversions which may alter the total amount due for the booking.

We reserve the right to re-price your booking at the correct amount on day of ticket issue. Should you be unhappy with the new amount, we will refund you in full.

It will be emailed to you shortly after we receive your payment.
Some low cost carriers do not send out tickets but will email you a booking confirmation which you will use to check-in with instead.

Unfortunately there is no simple answer to this question - the rules vary between airlines and different rules pertain to each airfare and booking class.

Please note that a handling fee may apply when we check the fare conditions of your ticket for you even if the outcome is that the airline does not allow changes.

You may choose to fly on your outbound flight and not use your return flight. However, this does not apply the other way around. If you don't check in for one of your flights, the airline will cancel all the remaining parts of the ticket, which will become invalid. Please note that you will not get any money refunded for any parts of the ticket not used.

No, it is unfortunately not possible to change departure or destination cities on your booking.

With the exception of low cost carriers, most airlines do not accept name changes after the ticket has been issued. It is sometimes possible to correct a few letters on a ticket against a fee, if the name has been miss-spelled.

If the name on your ticket is not correctly spelled, please Contact Us on the day the booking was made to assess whether we can assist

In most cases, the airline will permit us to correct the passenger name on the ticket at a fee should the spelling mistake be no more than 3 letters in the name. Low cost carriers are usually more flexible to such changes, however, may charge a fee.
Please Contact Us so that we can check the fare regulation of your ticket. Not all tickets are refundable with many being only partially refundable

Once we have established the possible refund you are entitled to, we will request it with the airline on your behalf. The refund will be made by the airline directly to the account the booking was originally paid with. This can take 6 to 8 weeks depending on the airline. Please note that we charge a refund administration fee to facilitate the refund request.

The Cancellation & Refund policy will cover you for at least a partial refund of your booking whatever the reason for cancelling, allowing you to redeem a portion of your ticket when doing so or the entire ticket value when cancelling for medical reasons or in the unfortunate incident of a death in the family. For full information, see the policy wording below:

The policy

Full Refund:

Your full airfare and taxes will be refunded if you cannot travel due to the following reasons:

1. Sudden illness^ of yourself or close relative* leading to hospitalisation.

2 .Accident or injury to yourself or close relative* leading to hospitalisation.

3. Death of yourself or close relative*


To qualify for the full refund, you will need to have purchased the cancellation & refund policy at the time of booking your flight. Should you be unable to travel, it is your responsibility to ensure that you cancel your flights prior to the date of departure. If for any reason you cannot get hold of us, please cancel your flight with the airline directly.
An administration fee of ZAR250.00 will be payable upfront in order for refunds to be processed.

Official proof of medical incapacitation (i.e. hospital bill, medical report and admissions / discharge form) or death certificate needs to be sent to Travelstart within a week of cancellation.

We also need proof of relation (in the form of a certified affidavit) should the last name of the traveller not correspond with the ill person.

Partial Refund:

Any Applicable airfare portion and applicable taxes, will be refunded, if you cannot travel for any reason with exception of airline liquidation / suspension. Please note that the applicable portions are subject to the rules of the airfare. Please note that partial refunds do not apply to tickets operated by low-cost carriers such as Mango Airlines, FlySafair, Skywise, Cemair or FastJet.

Definitions:

*we use the term “close relative” to refer to a husband, a wife, a partner, a child or grandchild, a brother, a sister, a parent or grandparent.
^we use the term “sudden illness” to refer to an illness that was not known about at the time of booking or illnesses that could not have been anticipated at the time of booking. “Sudden illness” does not cover passengers who have been advised against air travel by a medical doctor.

Please note: Travelstart will process your refund application through the applicable airline. This process can take up to 4 to 8 weeks depending on the airline.

The money will be refunded to the bank account or to the credit card that was used to make the reservation.

Disclaimer:

The Cancellation and Refund Assistance must be purchased when you book your ticket. It is not possible to add the Cancellation and Refund Assistance afterwards.

The Cancellation and refund policy is only valid for flights cancelled before outbound travel has commenced.

If you have purchased Travel Insurance through a third party (not Travelstart), we will not refund any money if you choose to cancel a booking.

This policy does not cover airline liquidation / suspension, car or hotel reservations.


Airlines do request that special luggage / additional luggage is reported before departure and they will charge a fee that will need to be paid at the airport with the respective airline.

For your request, please Contact Us or the airline directly.

Once we have received the request, we will then check with the airline to see if your baggage can be accepted on your flights. Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline. Please note that this might imply a service fee from our side.

Most airlines offer meals on board long haul flights (flights with duration of more than 6 hours) included in the price. Only a few airlines charge for their meals on-board especially on short haul flights.

If you are travelling on a long-haul flight and would like to request a special meal, please Contact Us or the relevant airline directly at least 72 hours prior to departure.

Please note that this may imply a service fee from our side.

Please Contact Us or the relevant airline directly at least 48 hours prior to departure.

Please note that seat requests have to be confirmed by the airline and cannot be guaranteed. Some airlines do not allow pre-seating. Most airlines reserve their exit row seats for their Gold members or make them only available at check-in. Bulk seats behind a divider are usually reserved for parents travelling with infants as baby baskets can be attached to the wall but remaining seats can be requested directly at check-in.

Please note that this may imply a service fee from our side.

Please book your pet directly with the airline. We are unfortunately not permitted to handle any pet bookings.

Please Contact Us with your frequent flyer number and we will add the relevant details to your booking.

Please refer to the section on 'Reservations'.

No. It will be necessary for you to contact the embassies of every country you are travelling to or you could utilise our online Visa application service.

Please check requirements for every relevant country as per your itinerary even if you are only in transit in a country. (Some countries require a transit visa). We recommend you to do so a few weeks before travel as some countries require you to apply for a visa at the embassy in person.


It will be emailed to you shortly after we receive your payment.

The Airlines recommend the following standard check-in times:
  • Domestic flights: 1 hour prior to departure
  • International flights: 2 hours prior to departure
  • Flights to and from USA: 3 hours prior to departure is recommended

To find out which terminal you depart from and arrive in, please refer to the airline's website.

The rules vary between airlines and destinations.

Please note that some airlines don't have a baggage allowance as part of the airfare and charge all luggage additionally per kilogram. The best way to check what applies for your travel is to visit the website of the airline you are travelling with. Alternatively you can Contact Us.

Security measures have been released concerning articles prohibited in the cabin and the transportation of liquids. These regulations apply, regardless of destination, to all flights departing from or with transfer via any of the 27 countries in the European Union.

No cutting tool, metallic or non-metallic, or anything that can be used as a weapon, can be brought into the cabin. These objects will be removed when your luggage is inspected. Any object that has been removed is subject to destruction. When in doubt, please place these objects in your checked luggage.

We strongly advise you to place all liquids in your checked baggage prior to departure. The following are considered as liquids: gels, semi-solid materials, lotions and the contents of pressurized containers such as: toothpaste, hair gel, drinks, soups, syrups, perfumes, shaving foam, aerosols and all other articles of similar consistency.

Please note that you are only permitted to take a maximum of 100ml per item with you in your hand luggage not exceeding one litre in total. The containers need to be packed in a re-sealable plastic bag (for example a sandwich bag). If you left it to last minute, most shops at the airport sell them as well.
If you are travelling with the same airline the entire journey, your luggage is most likely to be checked through to your final destination. However, in some countries you need to re-check your luggage at the first stop in that country, for example in the United States, Thailand and South Africa.

If your journey includes different airlines, please ask at check-in if it is possible to through-check your luggage to the final destination. If you travel on two tickets in order to get to your final destination, please advise the check-in staff accordingly to find out if your luggage will be checked through.

You will need a passport for regional and international travel. Your passport must be valid for at least 6 months after your return and some countries require that you have at least one blank page in your passport. Not complying with these rules will most likely cause the airline to deny you boarding.

As visa regulations differ from country to country, please call the respective embassy directly. Please check with every relevant embassy as per your itinerary about their visa regulations. Please note that certain countries will require a visa even if you are only transferring in that country.

Please refer to our Travel Visa resources for more information or contact R.O.S.E visas on 086 111 VISA (8472) for assistance.

As we cannot assist with visas and other travel documentation we advise you to use the following useful website with regards to the UK regulation: http://www.vfs-uk-za.com.

As Health Requirements differ from country to country, please call the respective Embassy or contact your doctor.

You could also access the following website for more information: www.iatatravelcentre.com.

It is not necessary to reconfirm your flight. However, we strongly recommend that you call the airline directly at least 48 hours prior to departure of your outbound and, more importantly, your inbound flights to ensure that they have not made any changes to your itinerary in the meantime.

Yes you can. You will find a link to unsubscribe in the footer of the newsletter. When you click on it, your browser will open a pop-up where you enter your email address and submit the request. This will stop the newsletter being sent to you.
Often these problems are caused by certain settings on your computer. Please delete your cookies and temporary offline files / cache of your internet browser and see if that makes a difference. If this doesn't help - have you checked your security settings on your computer? Perhaps these settings are too high (sensitive) and therefore block access to certain web pages.

Please also check your firewall settings as these could cause problems while you are connecting to secure web pages like our payment form. Another reason could be that your anti-virus software can interfere with your connection to certain secure websites.

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24 Aug 2016 - 02 Sep 2016

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