Pentravel is a South African retail travel agency chain, and it runs one national number rather than publishing a switchboard per store. The number and the two mailboxes below are what the company publishes itself.
Official contact channels
- Telephone: 087 094 0011
- General enquiries: [email protected]
- Customer service, for an existing booking or a complaint: [email protected]
- Careers are handled on a separate site, pentravelcareers.co.za, rather than through the enquiries mailbox
- For a booking already made, deal with the consultant and the store that made it. They hold the file and the supplier references
Before you pay a deposit
- Get the quote in writing showing what is included: flights, transfers, meals, taxes and any local charges payable on arrival
- Confirm banking details on a call you initiate to 087 094 0011. Travel deposit fraud works by intercepting an email thread and substituting account details, and the amounts are large
- Ask which supplier or tour operator actually holds your money, and whether the package is protected if that supplier fails
- Get the cancellation and change terms in writing before paying, not after. Airline fare rules are set by the airline and the agency cannot waive them
Documents and cover
- Check that your passport is valid for at least six months beyond your return date, and that you have enough blank pages. This is the commonest reason a traveller is turned away at check-in
- Confirm whether your destination needs a visa and how long it takes. An agency can advise, but the visa decision is the embassy
- Ask whether travel insurance is included or an add-on, and read the medical and cancellation exclusions. Basic bundled cover is rarely enough for a long trip
- For a child travelling, check the documentation the airline and the destination require, which are not the same requirements
If a trip goes wrong
- Raise it first with the store and consultant, then the customer service mailbox, quoting the booking reference. Keep every document
- A complaint about the airline, such as a cancellation or lost baggage, is against the airline rather than the agency, and has its own deadlines
- For an unresolved consumer complaint, the National Consumer Commission is on 012 065 1940
Sources
- Pentravel official contact page, for the national telephone number and both the general enquiries and customer service mailboxes
- Pentravel official website, for the separate careers site
- National Consumer Commission published contact details