Know better, choose better.

Muhammad Idrees Sydney, NSW

16m ago

Extremely Disappointing Experience – Poor Communication, Lack of Accountability, and Terrible Customer Service I had an incredibly frustrating experience with Aunt Betty after booking a return flight through their website. My return flight was cancelled by Etihad Airways, but Aunt Betty did not send me any email or notification informing me of the cancellation. Had it not been for my spouse, who had booked directly with Etihad Airways, we would not even have known about the issue. We had to contact Aunt Betty’s helpline ourselves to find out what was happening. They offered us an alternative flight with a 2-hour layover, which we accepted. However, when we received the itinerary, we discovered that the actual layover between connecting flights was only 50 minutes, not the 2 hours we had been told. This was a serious concern and completely different from what had been offered to us. When we called to raise this issue, instead of taking responsibility and helping us resolve it, the representatives kept insisting that we had confirmed the flight. They repeatedly told us that all they could do was escalate the matter and that we would have to wait to hear back from their team. There was no meaningful assistance, accountability, or urgency in resolving a problem that was not of our making. What made the experience even worse was the complete lack of communication. Later that same evening, the alternative flight they had offered was also cancelled. Once again, Aunt Betty did not inform us about the cancellation. We had to contact them ourselves, only to be told yet again that we would have to wait 24–48 hours for their team to review alternative options. To make matters worse, on every call, we requested to speak to a supervisor because the issue was serious and the responses we were receiving were not resolving anything. Each time, we were told that the call could not be transferred to a supervisor because supervisors only work during business hours. There was no effective escalation process available to us when we desperately needed help. We were simply expected to accept the situation and wait, despite having no confirmed alternative travel arrangements. It is completely unacceptable that customers dealing with repeated flight cancellations are left chasing information, receiving inconsistent details, and being told to wait another 24–48 hours, without even being given the opportunity to speak to someone with the authority to help. When customers book through a travel agency, they expect reliable service, timely notifications, accurate information, and proper support when things go wrong. Instead, our experience with Aunt Betty has involved: No notification of the original flight cancellation. An alternative flight with a layover significantly shorter than the one we were offered. Representatives refusing to take responsibility and repeatedly insisting that we had confirmed the booking. A second flight cancellation with no notification from Aunt Betty. Repeated requests to wait 24–48 hours for alternative options. An inability to speak to a supervisor on any of our calls because supervisors were supposedly only available during business hours. I would strongly advise others to think twice before booking through Aunt Betty. Based on our experience, their communication, customer support, and handling of flight disruptions have been extremely poor. Flight cancellations can happen, but failing to notify customers, providing incorrect itinerary information, and leaving them without timely assistance is simply unacceptable. A travel agency should make a stressful situation easier to manage, not add to the stress and leave customers in the dark. I would not recommend Aunt Betty based on this experience, and I sincerely hope they improve their customer service and take greater responsibility for the customers who trust them with their travel arrangements.

Joe F

16m ago

Matty B was extremely helpful, knowledgeable and a pleasure to deal with. Highly recommend Bob Jane Hoppers Crossing.

Tony Canberra 2600, ACT

16m ago

Value for money, easy to add a cruise and activities