TravelStart review: Cancellation

Hello!

I booked a flight with transit in Istanbul. One of the flights was cancelled buy Turkish airlines. When I received the email I called the company travelstart to get more info about this. And they gave me 2 options I could get a new ticket or get a refund and cancel the second one. I couldn’t find any tickets so I said I will choose the second option(This was 3 month ago). I called again after 2 month and they told me that they are still waiting for a reply from Turkish airlines. After my 3 call I got an email that airline will not give me a refund but a voucher instead. I called the company and asked what is the voucher and that told me to contact the turkish airlines and they will tell me more info. I called Turkish airlines but none of the booking number or reservation number worked. And they told me that I shouldn’t contact the airline but travel start is the one who should do that.

This is the email I received

“We have received your request that you wish to cancel your booking ULLVU9.

We are always required to follow the airline rules for the ticket(s) that you have booked through us. In this case, according to the rules set out by the airline it is not possible to get a refund of your booking in case of cancellation.

Therefore the airline gives you the voucher option for future use. If you are interested in this option, you may reach out to us. Our opening hours and the contact details can be found on our website under 'contact us'.

Please note that your booking has not been cancelled yet.”

I am so confused and wish to get more information about what’s going on.

Thanks !

Fidan Rustamzada, Ofelya Rustamova

Best Regards!