My flight was cancelled 2 weeks ago, still waiting for Aunt Betty to contact me...
Obviously, the Covid-19 virus has made things very difficult. However, when I was already in Europe and tried everything to contact Aunt Betty to get us home, after the Australian government urgently advised all overseas travelers to come home, it remained impossible to contact Aunt Betty.
When our original flight finally were cancelled by the airline and my pregnant wife, toddler and myself were stuck in Europe, we decided to take the initiative and buy one way tickets home.
We are a few later now, guess what, still nothing from Aunt Betty....I have no hope I will ever hear from them again, let alone getting any money back. I understand the special times we are in, but leaving us there after our flight are cancelled is not done. I am very disappointed and will never book with them / Flight Centre again. Terrible service, if you can call it that.
A greedy company to avoid
I booked my flights with ANA via AuntBetty. Flight got cancelled because of covid-19. Airlines refunding in full but this greedy company decided to keep my money. They don't take phone calls, they REMOVED email from their website. They want to carry out one way communication via noreply emails.
Highest level SCUM
Out of our control our return flight from Bali to Sydney was cancelled by Malindo Airlines and as we had booked with Aunt Betty have been stuck in the same situation as everyone else.
Accept a voucher valid 6 months from the date we booked flights (Jan 20) or a “refund” which incurs a $250 per passenger processing fee which according to them will simply wipe out the value of our original flights leaving us with nothing. We were informed they “believe they are entitled to this small fee for their expertise and service”.
When questioning the va...lidity of the 6 month travel period since we have an email directly from Malindo stating we have 11 months to travel upon redemption of the voucher her answer was their terms and conditions are changing everyday and if we weren’t happy she has other calls to answer despite my partner being on hold for 2 hours. Finally we were able to get our booking released to Malindo to go from there which is just a complete relief to not have to deal with Aunt Betty and it’s terrible call centres again. We had to book new flights with Virgin to get home so hopefully can come to a better resolution via Malindo Air who have been 100 times better to communicate with. I can’t stress enough that you should absolutely never book with Aunt Betty in the future. Consider your money gone if anything goes wrong, whether it’s in your control or not and it isn’t worth the risk or the time it takes trying to resolve anything with them.
Profiting off a pandemic
I'm not going be an outrageously harsh critic because if my flight wasn't cancelled, I would never have experienced the customer "service" that I did. The airline offered a cash refund for my cancelled flight but I had to go through Aunt Betty to receive any form of refund as they were the booking agent. I have spent over 8 hours on the phone to Aunt Betty - 90% of those 8 hours being on hold. They want to charge a $250 PER PERSON processing fee to refund the cancelled flights which is absolutely extortionate. Knowing that, the rep basically sa...id it wasn't worth me applying for the refund because the refund fee would cancel out any money I would get back as there were two people on my booking. I questioned why it was $250 since the airline cancelled the flight, not us, we had no control over it - her exact words were "we believe we are entitled to a small fee for our expertise in processing"... first of all, what expertise?! And how is $250 per person small?! They then give me another option, to get a flight credit. I booked my flight on 8 January 2020 and would have six months from that date to book another one using that flight credit. No one even knows if we'll even be able to travel in June so that offer is just nonsensical. And, considering one can book flights a year in advance, if I hypothetically had booked my flights in April 2019 then that would mean I have one month to book another and redeem that refund... airlines aren't even offering the ability to book right now so how would that solve any problems? Today's call consisted of the rep basically telling me to choose what I want to do because she had other calls to attend to... this is after a 10 minute chat and me being on hold for an hour and a half... and when I said I had an email from the airline saying I had 11 months from redeeming the voucher to book, she wrote a note on my booking so the airline can now handle it - which, by the way, I asked them to do on a previous phone call and they said they couldn't do it. They're blatantly trying to profit out of a pandemic that is causing their customers enough stress as it is which is completely unethical.
Stay clear- pay the difference for a reputable group
Never have I experienced a travel company that has tried to take advantage to the level of these guys.. COVID-19 has affected all of us, and so with that it's fair in saying that everyone needs to be flexible when trying to find a solution to a problem that is out of everyones control.
I called weeks in advance to change my original flight from returning from Italy to Australia to UK to Australia. I was flexible with dates and times even if it wasn't the exact same day.
Once the agent found a date and time she informed me that the difference in...
Terrible , not responsive at all.
My flight was cancelled 2 weeks prior to my flight and I was calling them and sending email everyday to find a differeny flight but nobody answered the phone or my emails till 2 nights before flight .So I had to buy a ticket 3 times more expensive.Terrible service.
Absolutely shocking company ..
I would recommend that NO ONE EVER use this company.. They have ZERO customer service or conscience.. Their website is full of false claims .. My family and I had booked a 3 week holiday in India.. 5 days before we were due to return to New Zealand ( 24th March ) the Indian Government announced that all flights in and out of India are cancelled from 23rd March .. Our flights were with Singapore airlines who were offering to change the cancelled flights with no fees .. However because I had booked through Aunt Betty they could not process thi...s change and advised I needed to contact Aunt Betty to get this change done. I tried for 2 days to contact Aunt Betty with no success.. The website said that we would recieve an email from them 3 dyas before our flight was due to see what we wanted to do .. We never received any email from them .. And still haven't .. Now the website says they are not even accepting emails .. and the phone lines put you on hold for an hour then cut off .. In desperation to get out of India before the whole country shut down , we managed to book new tickets for flights out on 22nd March .. These tickets cost $7000 which I had to borrow .. If I had managed to make contact with them I could have simply changed my tickets with no charge from Singapore airlines // but instead was put into so much stress and desperation and forced to buy tickets at almost 4 times the price of our original tickets .. Aunt Betty has some explaining to do and I will be pursuing this further with Consumer Affairs here .. It seems from reviews that everyone else has had a similar experience .. I havent read 1 positive review ..
Terrible!!! Unable to even contact!!!
Aunt Betty, we all know your swamped with calls to cancel. However, it's ridiculous to be on hold for an hour only to hear 'the number you've dialed is no longer in service'?! Parents are overseas in Canada and need to get them back ASAP but aunt Betty not even responding to email? How do I change flights? Terrible situation and Aunt Betty not offering any assistance!!!
Terrible - Customer Service is non existent
I'm pretty sure Aunt Betty is in breach for what they are doing to their customers.
We booked through them, our flights got cancelled due to the COVID19 pandemic, tried to call Aunt Betty, got to their 'call waiting'.
As soon as the call waiting time hits 1:00 (1 hour) period it automatically disconnects. This has happened EVERY SINGLE TIME for us and we have called numerous times to try to get a hold of them as we were stranded overseas and our flight got cancelled and we were advised to contact them.
Mind you, when our flight got cancelled, ...
- Verified customer
Worst Experience - didn't book two seperate tickets, on two seperate occasions.
Among the chaos of Covoid 19, I made a decision to take my children back to NZ from Australia before the borders closed. I booked two adults and one child. I received a confirmation from Aunty betty but not a ticket. I coudl see the book on Virgin so didnt worry. When i arrived at the airport, I was informed that Auntybetty had only booked the two adult tickets and not the child even though i had confirmation and had been charged. Because the phone lines are so backed up, I had to purchase another ticket for my daughter to get on the flight. Ad...ded stress and financial pressure at a tough time. I cannot fathom how they can only book 2 of the 3 tickets that i paid them for. When dealing with this at the Virgin counter, they told me this is one of the worst sites they see for issues with bookings. Would not use them again. I understand they are under pressure but missing a booking is not acceptable in any possible way. Seeking compensation for the ticket i paid for but they didn't book will be made hard because can get in touch with them and im not in financial strife because of all the unexpected flights.
Trash Service/ Warning for potential travellers
My first experience with this travel agency will be my last. Amid constant changes with borders closing and airlines cancelling flights - Aunt Betty's customer service has spoken for itself. Do not use this agency unless you want to be screwed over, lose money and get potentially stranded overseas during a pandemic.
They have removed all means of communication: phone number and email, you can only contact them through a form which they will reply to you based on your departure date. I still have not received any response. Taking matters into ...my own hands because Vietnam Airline's last flight to Australia is 23rd March 2020, I went straight to Vietnam Airline's travel agency to change my flights which they did so on the spot, free of charge. Had I not, I'm sure I would have been stuck in Ho Chi Minh city until June. I am now back in Australia in quarantine but nonetheless, I'm home. I hope people take legal action against Aunt Betty.
Warning!!!Do not use this fake company!!!!!
Aunt Betty sales person was to ring as to confirm booking as my wife needed a flight out of Italy because of corona virus asap; waited more than 3 hours on phone trying to get thru to see if booking was confirmed with no luck. So l booked her A flight thru another company which only took me 10 mins to do and have paid full price as Aunt betty’s didn't confirm if they could do this..... Then without notice and after booking with another company we where issued a e ticket from aunt Betty with no notification that they where going to do this, very poor service and communication. We now have 2 booking for same flight and will not let as check in......
My rating for Aunt Betty’s. poor poor DO NOT USE ......
Not Interested Once Booked
I use this company to fly between Australia and UK. My domestic flight was delayed by 2 hours resulting in us missing our International flight. This was rescheduled the next day. On arrival in the UK, because of the delay gave our car hire to another customer, ended up paying 3 times as much for another vehicle.
Made a claim through Aunt Betty on return from holiday, after numerous calls and email nothing was ever resolved and I lost my money.
Useless company, WOULD NEVER USE AGAIN.
Worst customer support
I am trying to contact Them but unable to connect although waiting for hours. I have also emailed them but haven't received any reply yet such a disgrace customer support never book flight from them
Ivs efficient and excellent customer service.
Ivs from.customer service was bwen helpful , accurate in giving information, very sympathetic approach as we had a death in the family that's why we are trying to change flight details.
She was very patient while we are making a decision with the changes and explains clearly all necessary information.
While on the phone she is multi tasking she is quick to action all enquiries and emailing to us the important information needed.
She was able to assist and resolve the purpose of our call.
Complete customer satisfaction achieved.
March 8 2020 Time of call: 9:30pm Sydney eastern time Ref:ABY3206739
Why you dont answer 3times all??
YOU DONT ANSWER ALL REQUESTS!!!!
My flight has been changed, The transit time is too short for me. I do not want to get on the flight with short transit time. Please give another option or cancel it.
The reviewer stated that an incentive was offered for this review
I have to pay for staff mistakes and they blamed me for their mistakes.
My original ticket cost: $1318.44
When I call to ask change my original return date from 2/2/2020 to 29th Jan 2020, agency charged me $1778.13. for a new ticket without cancel my original one.
However, I went to China Southern airline counter in Guangzhou on 29th Jan and asked why Airline charged so much on different pricing? the staff checked and told me the full price on 29th Jan is about $1470, and my original return ticket still valid at time I was at counter. Airline staff said Auntbetty
didn't cancel my original ticket, instead, booked ...
- Verified customer
Big Rip Off
We purchased an online air ticket to travel on Emirates from Sydney to Nairobi to Toronto and back to Sydney from Aunt Betty and when the fare was displayed, it quoted $2756 including all taxes. After 10 minutes, when we went to book and pay, the fare had disappeared and went up to $2962 including all taxes. Same routing, same airline, same dates, same class. We booked and paid the higher fare as we were afraid that might disappear too. The next day and until the day of departure when the fare was re-displayed it quoted the lower $2756 fare. Aunt Betty refuses to honor the original quote and we feel that we are being ripped off for $206. A caution to travelers who book online and don't realize they are being ripped off.
- Verified customer
Still waiting for your response.
I think this is the only site I can get your attention.
I received 3rd flight change notification e-mail from Aunt Betty and ask me to keep press confirm button.
After I received 1st notification, I try to call and sent 2 request to your customer care team, still have not receive any reply. I'm worried if I confirm this you are not going to change or offer alternate flight to me.
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.
Questions & Answers
My flight was cancelled on 19 March 2020, your office informed that my refund will be proceed near 12 weeks since. I didn t have any reply or advice on my refund status and I am still waiting for my refund. Can one of your representative replied my questions? Please respect our customer's right, at least, we are protected under Australian Customer right Act. I have been writing various mails and refund forms, NO Replied at all. I will keep my last hope to receive your reply soon. My booking number is ABY3159956.
When will I get my refund? My booking was for 2 April. I asked for a refund in March. It is now December. When will you give my money back? I don't want your credit. I cannot fly from Australia to anywhere. So, I want my money back.
I'm in the same position - 8k refund due, have been waiting 6 months now. They told me they had submitted the refund request to the airline and kept asking me to wait. When eventually I rang the airline direct they said they hadn't received any refund request for my flights. Aunt Betty then said it had been submitted under a different process. Then just late last month (Nov) I followed up yet again and they told me that the airline had changed processes and all refund requests had to be submitted again, therefore it goes back to scratch and I must wait another 12-16 weeks. So it will be March next year before I can even expect to hear from them. A year for a refund! They said everyone is in the same boat.
With our shell credit I have if we are unable to use by the date will this be extended the date I was give was to be booked by Jan 2021
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