BYOjet
Verified3,046 reviews
Took a while to connect to the live agent (circa 2 hours), would be 5 stars if it wasn't so long. Once I was connected, Vien was great in helping me change my flights. Very helpful and great service. Never had a problem with BYOjet in my last 5 years of booking flights. They were clear and upfront with all the payment and fees associated. Show details
Worst customer service. at the time of booking and taking money they are very polite and gentle. But at the time of cancellation or any other changes, they are like worst than ever. Sending 6 emails and 13 calls but no response. Show details
Horrible after-sales service. Never book with this website. I booked tickets for my wife on this website, but due to some unavoidable circumstances had to cancel. I was promised a partial refund of the booking amount. I submitted my request for that partial refund. Today, it's been more than 4 months, and I am still waiting for my refund. Their… Read more
website is so unhelpful that you submit a query online and NO response ever. Tried to do an online chat, and the standard reply is "next available agent will attend" + it also gives you an estimated wait time, which is never less than 170 minutes, once I got 290 minutes too. Same with phone calls, you get music and an automated reply, "your call will be attended by the next available agent" Currently, while I am writing this review, I am on a call listening to their automated response for the last 45 minutes.
Hi Sunil, Thank you for your feedback! We are sorry to… Read more
Reviews with attachments
It was easy and straightforward questions. Only one small thing I noticed was that the airline reference was missing, which was sent to me in 10 min of my request. We'll now I need to travel, hope there won't be any issues. Show details
Horrible services – BYO jet is a big waste when it comes to after sales services. I booked a flight from ORD to Calgary and the flight was canceled by the airline due to Internal strike issues by their staff. BYO couldn’t help me reschedule the flight, they couldn’t help me secure accomodation nor could they even offer a refund after over 8 months. It’s far away in… Read more
Australia and if you have any issue, they would not be of any help. Worst experience in my life. I do not advice anyone to buy tickets from these lot.
Three years on and they are still a failure.
SHONKY SEAT ALLOCATION SCAM – If you want bulk head seats or would like to sit with family - WATCHOUT! During the purchase process you will see a diagram of seating with prices that seem like you're paying a premium for the seats you need. You think everything will be fine. Months pass then comes the airline 24 hour prior checkin. You have the same seat numbers but they are… Read more
now in a very different location! After no replies to emails I called the service centre (long wait) reporting the error and was directed to read their Terms & Conditions disclaimer that apparently states that ancillary charges like seating is not refundable. So you buy x from this place and they allow themselves a right not give it to you, I call that theft. Don't be sucked in, just go somewhere else.
Over charge and a scam! – I paid over 400 to select seats for my flight, and I’ve called them twice before my flight to confirm my seat selection is confirmed, however when I show up in the check in, my seat selection is not lodged with the airline and my preferred seat is booked by others! I try to call, but no luck of getting through to any operator before boarding, later I find out they charge me more for seat selection than the official airline price.
- +1
Terrible Experience with BYOjet – A Company to Avoid! – Terrible Experience with BYOjet – A Company to Avoid! **This review is not about the flight cancellation itself but about BYOjet's unprofessional handling of the situation.** I recently had a deeply frustrating experience with BYOjet, and I feel obligated to share it as a warning to others. My China Southern Airlines flight scheduled for… Read more
26/12/2024 (CHC-KUL) was cancelled, with the decision announced on 21/11/2024 to BYOjet. However, BYOjet failed to notify me until 2/12/2024, leaving me to discover the cancellation through social media. This delay cost me the chance to reschedule or secure an alternative flight, as most options were already fully booked by the time I was informed.
Here’s a Breakdown of BYOjet’s Incompetence:
1. Lack of Notification BYOjet’s Contact Centre Manager [Name Removed] shockingly claimed that it’s the customer’s responsibility to monitor flight status after booking. Yes, you read that right! He stated that notifying customers isn’t a priority because BYOjet receives "too many emails" and processes them manually, one by one. Their outdated and inefficient “procedure” means there’s no guarantee when—or even if—customers will be informed of critical updates, such as flight cancellations.
2. Poor Communication and Avoidance When I initially contacted BYOjet, staff member [Name Removed] was polite and patient but repeatedly refused to escalate my complaint to a manager. She claimed no manager was available and stated escalation was "not an option." After much insistence, [Name Removed] finally arranged for [Name Removed] to call me from +61 721400980. When [Name Removed] finally called, he was dismissive, impatient, and even resorted to threatening me with a refund to shut down the conversation. His tone was condescending, and he shockingly claimed that how far in advance I booked my ticket or how much effort I put into contacting BYOjet was irrelevant to them.
3. Blame-Game and Lack of Responsibility [Name Removed] claimed that BYOjet has no responsibility to notify customers of cancellations, even though the airline had communicated this decision to them three weeks prior. According to [Name Removed], it’s the customer’s duty to keep checking the airline’s website for updates after booking—a ludicrous and unacceptable stance for a travel agency.
4. Unbelievable Excuses for Delayed Notifications [Name Removed] also defended BYOjet’s delayed notification with the absurd excuse that “We not only have you as a customer. We receive many emails everyday.” He claimed that emails are read and processed manually, and BYOjet doesn’t have the capacity to notify customers promptly. This approach effectively means that even if a flight cancellation is announced weeks in advance, BYOjet can’t guarantee when customers will be informed, regardless of how close it is to their departure date. It also raises serious concerns about their system, suggesting BYOjet may deliberately delay notifications to avoid overwhelming their call centers, putting customers at a significant disadvantage.
5. No Support – Airline Resolved the Issue in Minutes After hours of wasted effort with BYOjet, I decided to call China Southern Airlines directly. Within five minutes, the airline rescheduled my flight to the date and other airline that I needed. This was the very same request BYOjet had refused to accommodate, instead pressuring me to accept options that suited their convenience rather than my travel needs or threaten with full refund to end the conversation. The contrast in service was staggering. ________________________________________ Final Verdict: Avoid BYOjet BYOjet’s unprofessionalism, lack of responsibility, and dismissive attitude toward customers make them a terrible choice for booking flights. Their manager, [Name Removed], was unreasonable, unhelpful, and used a threatening tone to try to silence my complaint. Their outdated systems and lack of customer care clearly demonstrate they don’t value their clients’ time or money. To make matters worse, BYOjet shares the same contact center as Aunt Betty and other companies. You may encounter similar issues with those brands, so be cautious. ________________________________________ A Word of Caution I’ve come across numerous negative reviews about BYOjet, particularly regarding their mishandling of booking changes. However, I never imagined they would fail at something as basic as notifying customers of flight cancellations, especially during a period of high airline disruptions. Their negligence, inefficiency, and lack of automated systems are shocking. It seems BYOjet is more concerned with avoiding system overloads than protecting their customers’ travel plans, putting customers at risk of losing options to reschedule. **This review is not about the flight cancellation itself but about BYOjet's unprofessional handling of the situation.**
Latest follow-ups
I recently purchased tickets from BYOjet and want to express my concern regarding a recent experience with the online booking system. On October 29, 2025, I booked three separate flights for my family, totaling approximately $6,878.76. The following… Read more
day, I noticed that the fares for the same flights had decreased by approximately $116 per person, resulting in an overall difference of about $800.
Upon discovering this discrepancy, I promptly contacted BYOjet customer service team to inquire about the possibility of canceling and rebooking at the lower fare. Unfortunately, my request was declined. I also asked whether it would be possible to issue flight credits to reflect the fare difference, but this request was also denied.
I am disappointed that BYOjet policy does not allow fare adjustments within 24 hours of booking, as many other travel agencies provide this flexibility. It is discouraging as a customer to experience a significant fare reduction so soon after purchase without any available remedy. This situation has left me dissatisfied with the level of customer service and flexibility provided.
I had to make three separate bookings due to system errors encountered during the initial booking process.
As a frequent traveler, I had planned to continue booking future flights through your platform. However, this experience has caused me to reconsider, as I am now hesitant to make further reservations without confidence in fair pricing or responsive customer support.
I sent my concern regarding recent bookings via email however no response has been provided by the BYOjet team.
Follow-up · Unable to pay for all passengers together. This issue hasn’t been resolved. Price drop notification did not offer. Disappointing service. I use the website.
Hi Sumi, Thank you for your feedback! Due to the dynamic… Read more
The flight was cancelled by the airline itself. The incompetent Byojet staff did not know for two months after cancellation and delayed filing the refund request for these two months, then insisted on a 12-week period for refund processing, and I… Read more
have not yet received the refund. They do not follow up on any emails they send; they simply don't care about the money they took from their customers. Now, with these significant delays, the prices for alternative bookings increased by more than 200$, and I have not even received the refund yet for 8 weeks after the start of the refund request period. I will never use this st>pid agency again, and I will complain to the Australian Consumer Protection Agency.
Follow-up · It has been 12 weeks after initial booking and still no refund. They mentioned the refund should be complete by first of November and there is nothing yet?!!!
Hi Ahmed, Thank you for your feedback! We are sorry to… Read more (+7 replies)
I had booked a return ticket for January, but my return flight was cancelled. I was informed that I would receive a full refund and was advised to follow up with my travel agency. When I contacted them, they confirmed that I was eligible for a… Read more
refund and mentioned that it could take up to 12 weeks to process. However, it has now been almost five months, and I still haven’t received my refund. Every time I call customer support, they claim they’re still waiting to hear back from the airline, and without a response from them, they cannot proceed. Even when I remind them of the 12-week processing timeframe, they continue to explain their standard operating procedures.
Unfortunately, this experience has taught me a hard lesson. Booking through this agency has not been worth it, and I’m sharing this detailed review so others can avoid going through the same frustration.
Follow-up · Every time I contact customer support, I'm told that the delay is on the airline's end and that a follow-up email will be sent. I'm always assured that I’ll receive an update within 24–48 hours, but no one ever gets back to me. To improve their refund process, they need to ensure timely follow-ups with all involved parties and resolve cases within… Read more
Hi there, Thank you for your feedback! We are sorry to… Read more (+9 replies)
Positive reviews
Vien was really helpful and sorted everything out for us to get a refund for our booked trip. The initial wait time to connect was lengthy, but understandable with the current world events. Show details
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I spoke to Lester on the live chat and he was very helpful answering the transit questions I had about a flight cancellation and the airline organising accomodation for my family. Show details
Hi Yuki was good to help me but it took very long time to connect the chat team representative almost 4 hours to connect and another half an hour to resolve my issue after connecting Yuki Show details
Negative reviews
I have been trying to reach their customer service for hours now to cancel a ticket. I have been put on hold for hours from last night till now. The chat is saying that the delay is 120 minutes every time I try. This is very unprofessional. Show details
Hi there,
We have contacted you privately with a cancellation quote for your request.
Thanks, Sophie
BYOJet has been a nightmare to deal with since the flights were cancelled by the airline. The “chat” method to contact them is unreliable and continually disconnects making you start the process over again and wait for hours. Show details
Hi Gregory, thanks for your review. I'm sorry for the… Read more
Absolutely avoid like the plague. No service at all. Took them 13 days to repsond to my email trying to get a refund because of the middle east war. Refund was not possible yet then. Now Qatar advised a refund will be possible. Tried calling them 3 times, no answer for 49 minutes just on 1 of the calls holding for an agent. Absolutely rediculous.… Read more
No response to any emails I've sent in the past 5 days. Can I please get a refund BYOJET??? BYO35654491
Recent reviews
I have booked with BYOjet multiple times, i have never had anu issues with them. They always have the best deals and makes sure the booking process is always smoothly done. Ive once had to get a refund it was an erroe made on my end and the refund process was made easy. Show details
Avoid like the plague. Airline cancelled my flight, BYOjet does nothing so I message their miserable excuse of customer service. They'll make you wait for 11 hours, give you 3 minutes to respond and if you don't message then it's back of the queue for you. You might think they could answer simple requests if you don't respond... you would be… Read more
wrong. When I finally get through they agree to refund me and say I'll get an email in 24 hours confirming which they failed to do. Yuki, Cay and Carla you all utterly useless.
Don't worry BYOjet, happy to talk it out so reach out whenever, I'll be sure to respond in 10+ hours with the message: "It appears there hasn't been any recent activity in our conversation. To ensure we can provide you with the best assistance possible, we kindly request a response within three (3) minutes. We would need to close this conversation to assist other passengers if we do not get your response. We appreciate your understanding." Obviously, you'll agree that is a great experience.
Hi Matthew, Thank you for your feedback. So, we can… Read more (+2 replies)
LITERALLY A SCAM! DONT TAKE IT, I PAID 1500$ From Brisbane To Estonia through Doha and they cancelled the ride and never gave me a refund, 1500$ gone… SCAM ALERT!!! ‼️‼️‼️
Hi Joosep, Thank you for your feedback! We are sorry to… Read more
Initial booking went well but then discovered that the seat selection that I'd paid extra for hadn't been put through to the airline. Got onto customer service and Lester helped me sort it out so all good in the end. Show details
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After somewhat extensive searching for suitable international travel - plane tickets to a family wedding - I found my way on to BYOjet. Having had my fair share of online scam/mishaps I took the time to read TRUSTPILOT before using BYOjet. The Trustpilot reviews were fair and I decided to give BYOjet a go. All round - it was a "SURPRISINGLY… Read more
GREAT" experience! Uncomplicated... quick and easy!! I got the flights, seating and pricing as desired.
The pricing was very competitive (and certainly caught my attention compared to other booking sites). Having never used BYOjet before - I was a little taken back when it came to choosing seats which would then be added to the total price - but despite the price structuring... BYOjet still came out tops.
They did offer several Travel insurance customizations (which I explored out of curiosity)... and these were reasonable too. I declined as I have my own separate Travel insurance.
My end result... Very pleased: Great flights, seamless booking, excellent pricing! Would definitely recommend and use them again!
The prices were fantastic - 4 stars mainly because of the number of pages of upselling attempts that had to be clicked through to get to the final stage. Otherwise, straightforward booking process and swift confirmation, hoping for a smooth experience from this point forward Show details
I am a frequent buyer from this company. Every single purchase, I had to send a thousand emails to chase for the eticket numbers. I think their email team is such a useless team. As I am sure they were not chasing the tickets for me.
Hi Brian, Thank you for your feedback. Please be advised… Read more
I have just come off a live chat with BYOJet and cannot fault their excellent service. I spoke with Francis, he was very professional, polite, patient and helpful, and was able to arrange all of the complicated changes I required. The wait time to be connected with a live agent - not an AI Bot - was less than 5 minutes. I have absolutely no complaints. Show details
Purchased a ticket via a Pay Pal ‘Pay In 4’ using my credit card. However, the website crashed after entering my payment details and no confirmation of purchase was sent to me. Called the Australia call centre number and was told none of my details were on their computer system. However, they have billed $411.85 AUD and will be doing so again in… Read more
nine days time. I have emailed them but no response thus far so I’m racing to try and stop BYOB Jet billing me another $1,235.55 for something I haven’t purchased. Worst experience ever!
Hi Gavin, I have found this transaction and it was in… Read more (+6 replies)
It’s really money saving website as compared to other websites. The price and issuing of tickets was accurate. I am happy with your service. Hope to book again with you in future. Show details
I purchased tickets for my entire family with reserved seats. After schedule changes, it took ages for BYOjet to send updated itineraries, and in the end they still did not provide the reserved seats or respond to my requests. Customer service was useless. I do not recommend them. Show details
Hi Konstantin, Thank you for your feedback. We are sorry… Read more (+1 reply)
Basically match the price on skyscaner and no hidden fees except merchant fee that pays to bank（which doesn't make much sense tho）Overall easy to book flights and extras if you wanna be more assured with your flight. Show details
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Hi Rakesh, thanks for your review. Sorry its difficult to… Read more