Airline changed my flight by 23 hours, I will miss my meeting
So Malaysia airlines changed my flight from 28th feb to 29th feb,( any flight changes over 60 mins are legally an automatic refund ) I will miss my meeting!
I called Malaysia airlines direct, they informed me that a full refund will be issued, but i need to contact Aunt Betty, I did this and they want to take 72 hours to confirm this!!! I fly in 6 days and Aunt Betty have an Alternative flight with Singapore airline on their site! why can't I just pay the difference and get that flight? and still make my meeting in Ho Chi Minh on 28th? Why can't Aunt Betty wait for the refund?
I can't wait 12 weeks for my Refund!!
I will be getting legal advise on this matter!
- Verified customer
Bad customer service
So disappointed with the customer service, sent them email since last week, but don't really get the response, call the customer service few times but no one pick-up. I just want to change my flight date due to the corona virus. And today 3 days before my flight i just got the reply which is i need to pay 1100 aud if i want to change the flight. Seriously? Even my two ways ticket is cheaper than that!
China southern airline cancellation
I requested to cancel my flight as there was unsafe to travel through china. Its been 20 days i didnt got my refund. I have called aunt betty so many times, i have been told everytime that its under process. I am so disappointed with their services. Going to Complain in consumer today so it wont happen with anyone
Impossible to contact to change flights. $700 out of pocket due to their booking mistakes
Emailed to change flight, no response after a week. Then phoned & they booked me at 18.35pm instead of “6.35”am. So had to book another flight. $700 out of pocket. Got email response 3 wks after original email with minimal cost change to existing flight, but all too late. Nightmare.
Don't ever wait for Manila to answer the phone
Waited 20 minutes of robot messaging to be put on to someone in Manila when the robot made more sense. Dreadful customer service. No point in talking to someone who has less to contribute than a recorded message
Canceling the booking
Spoke to Keith, who was very helpful, unfortunately couldn’t cancel the booking, the refund was only the airport tax, but that wasn’t the travel agency company’s fault, I will use this company again.
Still waiting to find out the status of my refund.
Book 2 Virgin Australia Sydney to Hong Kong flights to travel in March. Virgin Aust dropped the route and I should receive for a full refund (without any cancellation fee from the airline and Aunt Betty (AB)).
Called AB twice before a telephone agent was allowed to process my refund. I was verbally told the refund will be in my account within 5 to 7 business days. No email or any other cancellation confirmation was received for that phone call.
5 business days later, agent told me to be patient. I had to ask the agent to sent me an email...to show that that my flights were cancelled, the refund amount and the duration I should expect. 2 more business days later, agent told me the cancellation is being processed by another team and the only thing she could do was to raise a request to find out what is happening. The agent did not know the status of the cancellation, but told me to wait for 3 more business days. Again, everything was verbal only, AB did not send me anything to show I made a phone call about the cancellation. I wonder how long will this drag on and what the telephone agent will say next time I call.
Another whiney complainer with a 1st world problem
Thanks betty we had a smooth experience with no worries. To others who complain about wanting to change bookings at short notice - well if you go with a budget travel biz and don't read the fine print stop ya whining - there will be charges.
Take a mask, go on your "entitled cut-price adventure" and stop blaming everyone for your 1st world problems.
Cant change the booking date and they charge you more than ticket price
Waste of money... never again !! Booking cant be postponed we tried to change the booking date to Bali due to corona Virus. I better prefer go with other agents never again ! Seriously
Customer service Lala is very good!
I booked one way tickets first and then change to round one. Nearly the same price shows online, there is very little changing fee, and I am very appreciated. Lala is very good , she is patient, and helpful, and solved problems quick!
The reviewer stated that an incentive was offered for this review
Very frustrated and disappointed
We have happily used Aunt Betty before but feel like management have now changed and we are very disappointed. We have bought flights with qantas to HongKong but with our drs advice as we are elderly we have been told to defer our trip until later in the year. We have had so much trouble getting any help from Aunt Betty and just don’t know what to do. We are now trying to get some advice from th ACCC.
Deeply regret booking through them (and not direct through Qantas)
I booked flights for our family traveling to Jakarta on December 31st. My father in law passed away suddenly on December 28th evening. I called them immediately to change the flights to December 29th. They said that Qantas office was closed due to holiday season (?) otherwise they could submit the case to them so that the fee could be waived. (I have had similar experience with Singapore Airlines and believe that Qantas might well has a similar standard of customer service.) So I ended up paying the fee which was almost the same as buying new t...ickets. They said that if I obtained a death certificate and proof of relationships between our family and the deceased they would pass them on to Qantas. I obtained these documents with some effort, time and money. But after emailing them back and forth since January 2nd, there's been no result. The persons who replied changing constantly, so I have had to explain everything again. Then one person said it could not be done. Afterwards another person apologized saying that yes, it could be done and that they would contact me once they received a response from Qantas. The last time I heard from them was on January 11th. After that they just ignored my emails. I tried to contact Qantas directly but they said they could not help because I booked through a travel agent and I should ask the travel agent to contact Qantas Agency Connect department. It's been a very frustrating experience. In the future I will book directly with the airline.
Where is my refund?
My Cathay Pacific flight got cancelled due to coronavirus. After weeks of numerous phone calls and emails to Aunt Betty, no refunds yet. Was promised in Feb 5 that I will have the refund in 2-7 days but 2 weeks later, nothing.
My flight got cancelled due to coronavirus, but Aunt Betty did not reply to my email for more than 11days.
My flight got cancelled due to coronavirus, all the people i know got 100% refund from the airline they booked. But aunt betty did not reply my emails for 11 days.
Feb 5, 2020, 8:08 PM (11 days ago)
Excellent assistance and help. I can't thank you enough for helping me Re-book my ticket
Excellent service amazing service. I highly recommend Aunty Betty and will use them in the future. They were fast friendly and super quick service. I can't speak more highly about Aunty Betty.
Absolute joke of a company, asked for a full refund on my returning flight from China due to the coronavirus outbreak, didn't give me a specific amount which I would be refunded for almost 3 weeks. Was forced to go to the insurance company to claim and had assumed I would be refunded 50% of the total flight costs. Turns out I didn't and now 3 weeks later I finally get my. money back and I only received 30% of the flight costs in my account. Poor communication, poor updates and lost me a ton of money. Absolute joke.
Aunt Betty is terrible service.
Their website contact us process is terrible I emailed them and did not get a response to cancel my flight.
To vchnage my flight they wanted to charge me 400$ just in processing fees very unethical business
Very rude customer service
- Verified customer
Terrible customer service
We booked flights to Bali and needed to change one of the passengers flights to the next day. We spent an hour on the phone with Aunty Betty only to be told we needed to speak to the airline directly. Once contacting the airline was told that as it was booked through an agent I was not able to make any amendments. I then sent numerous emails and days later was finally contacted by Aunty Betty who again refused to help and wanted to continue telling me I had to contact the airline directly. The whole process took so long that the price to change the date on the ticket had increased by over $100. Just ridiculous, I will never book with Aunty Betty again and will recommend that others don’t use this company.
Dont book through them
We booked ticket to ticket to Bali long before breakout of coronavirus. We are travelling from Australia but holding Chinese passport. Indonesia removed visa free travel who hold Chinese passport.when we reach out to Aunt Betty. All we got is a standard email saying they can't cancel. We can't even get in bali based on their country policy.Malindo air claim that the cancel request must come from Aunt Betty and Aunt Betty claim that it is airline's call.
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Questions & Answers
We booked return tickets from Melbourne to Seoul going through Hong Kong. We have a 1.5 year old baby and do not think it would be safe to travel due to coronavirus spread in South Korea. What kind of refund policy do you have for situations like this.
Customer E.Aunt Betty
I am more than happy to look at your booking and advise the airline policy. Please provide your ABY reference or email address.
Customer E.Aunt Betty
Thank you for your information, I have investigated your booking and unfortunately Cathay Pacific do not have a policy in place for passengers travelling to Korea. Any changes or cancellations would incur normal policy fees.
To cancel you would incur a fee of $800.00 per person. To change would be a minimum of $340.00 plus any airfare difference per person.
I hope this helps.
I bought tickets in November last year for Europe, received booking itinerary & e-tickets numbers however when I tried to log directly on the airline company's website found out that booking reference or tickets numbers are invalid-can anyone please advise what's going on?? I'm freaking out given that I had an unpleasant experience last year with a travel agency that went broke-thanks
Customer E.Aunt Betty
Thank you for your review. There are a couple of airlines that only permit "manage booking" if you have booked on their website. I have sent you a private message so I can look at your booking to advise further.
Hi, I'm in the process of booking return ticket for a Cathay Pacific flight from Melbourne to Manchester.
The departure times listed on your website are 1 hour earlier than the times listed for the same flight numbers on every other site including Cathay Pacific. I'm reluctant to complete my booking until these times can be confirmed as correct by Aunt Betty. Can you help please?
Customer E.Aunt Betty
Thank you for your review. I have sent you a private message to assist you further. Kind Rgds Aunt Betty
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