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FREQUENTLY ASKED QUESTIONS


I’ve received my voucher, where can I use it?


You can redeem your voucher via the following options:


  • Click the link you will receive in the WhatsApp message you received with your voucher code, fill in the booking form and click submit. The form will be sent to TLC Travel, who will send you the most appropriate flight and/or hotel options within 24 hours. Once you have chosen your preferred option/s, TLC Travel will assist you with processing your payment and booking.


OR


  • Click the email address in the WhatsApp message you received with your voucher code, send us your name and mobile number and TLC Travel will call you within 24 hours. A TLC travel specialist will process your details and send you the most appropriate flight and/or hotel options. Once you have chosen your preferred option/s, TLC Travel will assist you with processing your payment and booking.


OR



You can redeem your voucher from 8 November 2019, or within 90 days upon receiving your voucher code.


From when can I start redeeming my voucher?

The travel site will be open for redemptions from 8 November 2019.


What travel services will I be able to book on the travel site?

TLC travel sites are pulled from the Travel Global Distribution System (GDS) that is used by major travel agencies and sites. You will be able to search for flights and hotels worldwide which are available under the Travel GDS at the time of redemption


How are the flight and hotel options priced on the TLC travel websites?

All flight, hotel inventory and pricing on the TLC travel sites are pulled from the Travel Global Distribution System (GDS).


Does TLC travel website provide price-matching services?

Unfortunately, TLC Travel sites do not provide price-matching services.


How do I search for a preferred resort?

Providing a detailed location point will help provide a wider choice in that area. For example, if you choose an island or large resort, try and input a more comprehensive search. i.e If you are searching for hotels in Bali, Indonesia, try and type in a town in Bali (e.g. Kuta, Seminyak, Ubud) to get a wider variety of hotels.


Why can I not find any Air Asia and Scoot flights?

Air Asia and Scoot flight inventory is currently not available on the site.


Can I check flight and hotel options in multiple currencies?

Only your local currency is currently reflected on the travel redemption site.


What is the booking class on flight search and do I have to choose this field?

The booking class is related to air fare rules on different airlines. This field is not a mandatory field for searching flight options.


How do I know if the site is secure for payment?

TLC Travel sites are run by an experienced travel service provider who have the required IATA & ABTA licenses to provide travel services and consumers’ protection. This is in line with all major on-line travel sites and agents. The TLC travel site payment system, like other payment systems, is controlled by the banking sector and will have the normal payment safeguards in place. Your data will not be shared or transferred to any 3rd party sites and used only for the purchase of your travel requirements.


Why is my voucher code not working?

Please make sure that you have not already redeemed this voucher. Alternatively, please direct this issue to our consumer affairs team so that they can provide you with a new working code:


Email address:

Pringles@tlcrewards.com - For concierge services.

Consumer.affairs@tlcrewards.com – For Promotion and voucher queries.

info@tlctravel.co.za – For travel site queries.




Consumer Affairs Helplines (between 10am – 4pm, excluding weekends and public holidays):

  • +27 116767767



How do I know if my booking and payment has been successful?

Once you have made your booking and completed the payment process, you will receive you booking confirmation and invoice from TLC Travel, via the email address info@tlctravel.co.za


If you have received a payment and booking confirmation from another address, please contact the consumer affairs team immediately.


If you have not received a booking and payment confirmation within 24 hours, please contact TLC Travel on info@tlctravel.co.za or call / WhatsApp +27 64 754 9111.


If I cancel my travel booking, can I get my voucher value back?

All vouchers are non-refundable, non-transferable and non-exchangeable, and cannot be exchanged for cash.


Where can I see my booking details?

Your booking and flight details are emailed to the email address provided in the reservation.


Where can I find the cancellation policy?

Cancellation policy of all tickets and accommodation booked, is provided at time of reservation. All accommodation booked is non-refundable. Flight tickets are subject to the airlines cancellation penalties which is provided at time of flight selection.


If I cancel by booking can I get a refund?

Flight cancellations and refunds are indicated at the time of reservation. Should you wish to cancel your booking, please contact TLC Travel on info@tlctravel.co.za or if travel is within 24 hours please call or WhatsApp on

+27 64 754 9111.


If I cannot travel, can we change the name on the booking?

Name changes are not permitted on the airline tickets and flight bookings.


Can I change my booking date and how?

For any changes to your bookings, please contact TLC Travel on info@tlctravel.co.za or WhatsApp +27 64 754 9111. Please note, fees and costs may apply.


Who can I contact if I have any queries on the travel sites:

Email address: info@tlctravel.co.za



Consumer Affairs Helplines (between 10am – 4pm, excluding weekends and public holidays):

  • +27 116767767