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.
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)
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.
- 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.
We booked a last minute flight from Australia to the UK due to a death in the family. I made a total stuff up when making the booking and I thought it would be a drama. It was anything but. They gave me a refund immediately. We are now back home and had absolutely no issues whatsoever. We fly frequently and would definitely use Aunt Betty again.
Horrible horrible horrible experience, unreliable and completely irresponsible travel agency. DO NOT BOOK WITH THEM.
Not only are their customer services terrible, but so is their booking website! Firstly, the issue stemmed from the poor interface of their booking website which allowed users to book tickets without the submission of full names for details. Usually, a good website would prevent the progression of booking if it senses that details aren't completed, as full names are compulsory. However, in the case of this website, it allowed the booking to progress despite the fact I forgot to put in the first name. I cannot imagine the number of customers who...have been tricked by this overlooked issue, and the site must be fixed immediately if not closed completely. As both the website and I did not see this issue, it was only revealed to me once I had gotten to the airport and was preparing to check-in. Sadly, the airline was the one who brought this issue to my attention, not the travel agency. It was not too late! The airline manager said that there was no way that the passenger could be accepted without a booking that had the full name that was presented on the passport. They suggested that I contacted the travel agency and requested a name change. They also said I had 3 hours before the flight and the circumstance could be easily fixed with the time restraints. However, this was not possible due to this incompetent travel agency. When I contacted them, they refused to change the name saying that "It would take too long, it would take 2 hours", even though I reassured them that there was plenty of time before the ticket was necessary (3 hours). Then, they further blatantly refused to change the details of the booking, changing their reasoning to the fact that the airline was preventing them even though they weren't. I knew the airline wasn't preventing them from editing the ticket as it was the airline manager who suggested that I contacted the travel agency to change the ticket in the first place. I finally realised that this was a deliberate scheme by the travel agency so that they could get me to cancel my ticket (without offering a refund) and force me to repurchase another ticket. In the end, I was forced to spend more money on another ticket so that I could finally board the airplane. This was a completely heinous act by the travel agency. I cannot strongly enough advise any other travelers to not use this travel agency as they take absolutely no responsibility for their customers and their website. In the end, they didn't even offer a full refund despite the fact that it was their completely unprofessional website's overlooked flaws which led me to have an invalid ticket. Even now, they deny all the facts and try to deny accountability.
Normally I wouldn't have thought that $9.00 could be considered a rip off but Aunt Betty proved me wrong. Whilst booking air fares with AB the pop up "Baggage Protection" came up being just $9..00 I ticked the box, AB didn't issue me with either the providers name nor the policy specifications. Whilst away my case was damaged and when I contacted AB I was directed to Virgin Australia which as it turned out offered No additional protection, I then recontacted AB and was told that the policy was with Blue Ribbon a US based company which has atroc...ious product reviews When finally after about 6 weeks I had the opportunity to read the policy specifications, the most predominant one read that all claims need to be made within 24 hours therefore my claim be it legitimate or not was invalid due to ABs delaying tactics and therefore wasted my time and effort trying to find information which should have been issued at the time of booking. $9.00 by the percentage of clients who take up he option give AB the ability to dramatically increase their profits and by delaying the process by just 24 hours and not 6 weeks as they did with me its all profit, in their last E mail they stated that they had very little information on the product which is atrocious business behavior
Most Terrible experience ever
Sooooo terrible experience with Aunty Betty, very doggie company and bad customer services. They quoted different prices for changing the flight after just 5 minutes charging $500 more. Highly not recommend to book flight with them and you will feel the pain. I’ll never ever book the flights witch them anymore and will recommend all my friends and family not go with Aunty Betty Terrible experience. Booked in Dec and want to change the flights, initially they said I can’t change the flights but later they quoted $900 for changing, in the end I asked the airline, they only charged me like $100
Great experience with one caveat.
We booked with Cathay Pacific through Aunt Betty, and as with all of these third party agents, if you enter your details correctly and don’t change any aspect of your journey, you’ll be fine. The price we got was lower than with the airline directly and we travelled without incident.
However. Aunt Betty proudly declare that they have no sneaky booking fees, but they don’t tell you that some of their economy fares require a seat reservation fee if you wish to choose your seat before departure (and who doesn’t want to do that?). So having belie...ved we’d paid the total amount, we then discovered there was a $60 per-leg seat booking fee (paid to the airline) because the economy fare Aunt Betty secured did not include seat reservations. Critically, Aunt Betty did NOT inform us of this before booking, which we felt WAS in fact a bit “sneaky”.
Drinking Chlorine would be a better experience.
First experience was painful, Customer service..what customer service??? The 2nd time I tried them, you know, perhaps things may have changed? Well, it didn't, infact worst! My very urgent matter will take 6 days before approved and if they approve it. The best thing I did was go directly to the Airline, it took 25 min to complete the task, I paid an extra $222.00 and Aunt Betty with Jetstar will never see my business ever again.. I have lodge my complaint to the Aviation Ombudsman, I look forward to my refund. Drinking chlorine would be more enjoyable than my 2 experiences with Aunt Betty. Unfortunately there's no minus score to rate them.
- Verified customer
Amazing support and customer service!
I had some issues with Latam on my check in, where they treated me really bad. When I called Aunt Betty, Michael had an amazing way to solve my problem and with his ability and knowledge, he did everything to help and get me out of the situation.
He was very trusting and calming.
I am really impressed with the support and customer service I received from Aunt Betty.
The most stressful and unhappy airline booking experience we have ever had.
Miss spelt my name on the tickets, then charged me $170.00 to fix their mistake after numerous calls and emails.
I only wish that I had read the reviews on this mob, before having anything to do with them.
- Verified customer
Excellent no frills service
I recently needed to travel to Thailand and checked the internet for the cheapest fare. Aunt Betty had the lowest price but having not used them before, I searched internet for reviews. Finding most of them positive - the only negative ones seemed to be where flight changes were needed after purchase - and knowing my flight dates were unlikely to change, I went ahead with the booking. Confirmation email and e-ticket arrived soon afer the booking the flights went ahead without a problem. I will not hesitate to use Aunt Betty again if the price is competitive
Review collected in partnership with Aunt Betty
Terrible company I ever see
Vietnam Airlines reschedule the flight time,
And I just wanna cancel my booking,
I made a phone call to Aunt Betty,
A guy hold me on line for 30 minutes, and I hand up the phone, later, they call me 3 times, but only ring for 1 second, and I call back,
They said they called me 3 times and I did answer the phone.
And the Aunt Betty cost me 300$ For cancel my booking.
And my friend who has same flight with me, but she booking the ticket straight from Vietnam Airlines, only cost 50$.
I would say I will never buy anything from Aunt Betty again.
HORRIBLE SERVICE. DO NOT USE.
I never write reviews but I am so disappointed with the service I have received.
Their customer service is woeful and after being told I was being issued a refund that should appear in my bank in the next 5-7 business days (one whole month ago) I received nothing.
My bet is that they haven't issued the refund and are ripping people off.
DO NOT USE THIS SERVICE.
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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