Aunt Betty

I had to change my flight and wasn't sure if it would be a possibility. I was looked after by lovely Yuki who was amazing and was able to help me change my flight. It was a really great experience and actually not as expensive as I thought it might be. Thank you again to Yuki who was so kind and efficient, I really appreciate her hard work.

Customer service took a long time to answer (tried both phone - cut off and chat - about 1 hour wait) but Avy was most pleasant and helpful. Hoping they can advocate on my behalf for the refund! Show details

Good service overall considering competitve prices, however waiting on the phone can be prolonged considering reduced number of agents. If you look for pricing as a factor they will help you get what you want. They do their best to accommodate and staff are friendly. Overall they provide a good service and agents willing to help and support. I would personally use them again.

Booked a ticked and purchased refundable option as these days you just don’t know what will happen. Unfortunately I cannot make the flight due to several reasons with one of the reasons been there has been a death in the family and auntbetty ,… Read more

refund me and virgin will not refund us or even consider a credit so we can use at another time. Extremely terrible customer service!!! Will never buy a ticket of them again!!! Be very careful buying a ticket of them because they will find any excuse under the sun not to help you out! No compassion, no empathy. Kept getting , it’s not in our policy when we clearly ticked refundable. It’s only refundable on their terms! Very disappointed and extremely frustrated!

As previously noted (via trust pilot) Aunt Betty's contract with us included extra legroom seats about which the airline, on check in, knew nothing. The review elicited some response asking for more information then a considerable delay until an… Read more

email arrived apologising and suggesting using their chat option which I have subsequently done and chat Francis was most helpful assuring me the return flight will have the extra legroom option included and offering to refund the additional costs associated with the original request. That remains to be seen

I have return flights from Brisbane to Madrid 3 July - 19 July flying Qatar. Qatar have cancelled or changed the flights. I have to accept a refund through Aunt Betty not Qatar. I can't get the refund processed so I can buy new tickets because: 1.… Read more

The times for live chat after I come home from work are 240mins (4hrs!) and after waiting that long they give me 3 mins to respond to the live chat to keep the conversation open. I have given all details to process but they won't do that without me being on the live chat. 2. They do not reply to emails. 3. I have been put on hold and then hung up on many times. I am going to proceed with a formal complaint in the next 48hrs if I receive no response.

I know how hard the helpdesk job is to deal with all the problems that come with the changes and cancellation from the Airlines. My flight was cancelled and need to be rebooked. Lester was the agent who dealt with my case, and I couldn’t be more thankful for her kind help. Lester was so professional and efficient. She understood my problems… Read more

after she has spent 3 minutes reviewing my case and come up with solutions. Keep up your good work, Lester. You deserved seven stars not five. Best wishes to you, Grant and Nadda

The waiting time on the live chat was super long, may be needed more staff? I have chatted with Vien, who is experienced and friendly. She helped me with my enquiry and all process and details were well explained. 5 star customer service. Show details

Thank you Vince for keeping us up to date of changes to our trip in December. A huge thank you for resolving our issues with the airline and submitting our new flight details and tickets promptly Show details

While the booking process was easy initially, I have since been informed that the airlines cannot accommodate the seat bookings I had made (and paid for) with Aunty Betty at the time of booking. No explanation was provided by Aunty Betty as to why this was the case. While Aunty Betty has advised it will refund the money paid for the seat… Read more

bookings, it has also advised that I have to now contact the specific airline to try to book a specific seat for my flight (requiring additional time and hassle / defeating the purpose of going through Aunty Betty in the first place).

Don’t Don’t Don’t book any flights from Aunt Betty. I booked a refundable return flight and I paid extra for that. Its a cancellation and change dates flights. But when I called them for a date change a month before, they said i have to pay $600 extra for that. I asked for cancellation because i booked a refundable flight for cancellation. They… Read more

said you have to pay $600 for cancellation and you will get $600 in return. So my $1541 are totally wasted. Now i have to pay them $600 to get back $600. They are totally fraud. So don’t book any flights from Aunt Betty.

Extremely disappointed with Aunty Betty's service. I booked a return flight to Europe with just one stop in China. My outbound journey went exactly as scheduled, but for some reason my return itinerary was changed about a month after booking without my consent. My original return flights are still showing as operating, yet Aunty Betty changed my… Read more

booking to an itinerary with two stops, much longer layovers where I will have to pay for overnight accommodation, and an arrival in Australia several days later than originally planned. I will now miss an important family event and I was also scheduled to start back at work.

I've spent the past two weeks while on my holidays (which I should be enjoying) trying to get this resolved. I've sent emails, online messages, have spent hours on the online chat which disconnects as soon as an operator is available, and attempted to call multiple times, only to be faced with wait times over 2 hours minimum and up to 4 hours —which is simply not practical when calling from overseas.

The lack of communication and customer service has been incredibly disappointing. After two weeks of trying to get a resolution, I've received no response except a message that said "call us" - which I have been unable to do due to the excessive wait times. I expected far better support when booking through a travel agent and would not recommend Aunty Betty based on this experience.

Terrible customer experience, unable to provide any evidence a refund has been issued for a set of cancelled flights multiple months after the airline cancelled due to Middle East unrest. Significant amount of money outstanding, it is really disappointing this business is allowed to operate as they have essentially stolen over $4000 from us.… Read more

Please amend this immediately, or we will need to take legal action. We are incredibly frustrated and in financial distress over this amount of money and have attempted to contact the airline on more than 10 occasions through email, live chat and several phone calls.

Worst company in the world, DO NOT USE When everything goes right... great, you've got yourself a cheap fare. When ANYTHING goes wrong, whether it's your fault or not, you're doomed by the world's worst customer service. I had return flights booked from Sydney to Edinburgh in May 2026 that were cancelled by Qatar airways due to the situation in… Read more

the middle east. Didn't get notified by Aunt Betty at any point, I had to log in to the Qatar website to find out a week before that they were cancelled. I was then on phone hold for 3 hours before I could speak to someone at Aunt Betty about processing my refund. It's been 10 weeks, no refund received... called Aunt Betty again today, waited on hold for an hour, then was told that it could be up to 12 weeks or beyond for refund. Worst company in the world.