- Verified customer
Can't access their website anymore and they dont respond to my emails. They have my money with them
I can't access their website it says access denied Since few months and they used to respond to my emails but they have stopped answering my emails. They are neither refunding nor booking another flight back home I have no contact with them this is ridiculous to stop customers from accessing their site.
Waiting over 7 months for refund
I had a cancelled flight in March due to Covid and have been waiting since the day after for a refund. It still hasn't been processed. They have terrible customer service and will never use them again. They kept giving me the wrong information.
- Verified customer
Received Multiple emails flight cancelled, nearly 2hr To speak to someone then get asked sensitive And Rude questions
booked with aunt betty due to the 'ratings' By a Online flight company. had the worst experience with aunt betty -they sent multiple confusing emails advising my flight was cancelled and a 'credit was in progress'. I called up the next day and waited 1 hour 45min to speak to a representative! To make it worst, the rude Aunt betty representative '[Name Removed]' questioned my gender and sexuality -outrageous and breach of my privacy. then advised the emails sent out by aunt betty was a mistake and to 'just ignore' the emails. I continued to rece...ive emails from Aunt betty that my flight was cancelled and had No confidence in the agency, Disappointing and unprofessional experience for anyone who relies on these ratings. The Partnered company Tried to assist in resolving The complaint. aunt Betty responded (to my detailed complaint) “I can confirm your flight was (date) to (date) from (origin) - laughable and just supports my Original complaint
Not good at all
Very unprofessional, customer service is terrible, stay away from them, I booked a ticket with them and flight cancelled and they are trying to give voucher not refund my hard earned money almost 8 months, stay away from them.
Impossible to get money back!
I booked trip to Europe in January with Etihad. Due to COVID flight has been cancelled. Airline confirmed I am eligible for refund. Aunt Betty said I am NOT.
I had to ask airline to contact Aunt Betty to help them to fill the refund form! Yes Aunt Betty’s staff did not know how to fill the refund form online! I’m not joking.
At the end I’ve got email confirmation that refund will be processed. It’s been 10 weeks and still nothing. They say airline did not process the refund yet! Again that’s not true! I confirmed with airline that my booking refund has been completed 3 weeks ago.
Aunt Betty - lie after lie after lie. The worst experience ever. One thing learned - never book with them!
Terrible customer service
Fees for everything. I am sure they’re making money for nothing. They need to recall thei change & cancellation fees. I had booking with them and charged me twice. Terrible service at peak.
I booked many tickets from Aunt betty now I applied refunds from march, still waiting and they are not processing the refund, as the airline refunded but they keep the refunds and not processing it, they make good excuse of COVID 19 to not pay back clients refund.
Worse agency ever
I bought a ticket with this agency, I should have received a refund from them for a fee I paid and that I wasn't supposed to pay. I contacted them several times, lots of emails but I'm still waiting their response.
Never again I'll buy another ticket with Aunt Betty.
Avoid this agency!!!
Shocking knowledge and service
Return flight cancelled due to Covid-19. Took 3 seperate phone calls, 2.5 hours on hold to find out they have zero knowledge on the process and information around a refund.
Do not recommend booking with Aunty Betty.
Travel Advice - Do not use them. Hang up my phone after two hours waiting. If I can give them 0.25 star, I will!
I was on hold for 1 hr 40 mins and finally get to talk to a consultant. The call was to followed up the credit for one of the two booking they failed to provide credit shell for, which could be the result of an inexperienced, ineffective company & its staff. We have been very patient with this whole process and it was the first time we contacted them after more than a month of actual travel date.
During the conversation with the consultant, they put me on hold for further 20 mins to check airlines policy. And finally started going somewhere t...hat I asked for refund of both bookings. They then asked me to provide further authorisation letter from myself to proceed with both bookings! This was the point that tripped me to the edge but I was calmly asking them what they need more from us. The consultant then hanged up on me! I now rang them back again to sort this out and now on hold, potentially 2 more hours! Which by the way, I need to take a day off from work in order to deal with Aunt Betty. Suffice to say, this is the first time I booked with Aunt Betty and it will be the last time I do business with them, or Flight Centre the parent company for that matter. So be warned, do not use their service.
They send me an email that my ticket is on credit shell with a very minimal information today. When I tried to call them, first 4-5 attempts were failed and finally someone very rude customer service answer the phone. And I was asking different options rather than hold , he was rude and hung up . Can you believe it!!! For our own money we are chasing them and Instead of giving good suggestion and explaining what can we do, they are making us feel like we are chasing them for no reason. Very terrible service!!!! Never gonna deal with them in fut...ure again . Very difficult to deal with aunt betty at this time!! Terrible!! No fees but trying to freeze our money even if we don’t want to travel that means they are not giving our money back. Very difficult in every way!!
- Verified customer
Charging myself and my girlfriend 1000AUD for no reason airlines fully refunded our money now they steal it. Honestly hand on heart these at the worst company I have ever had a dealing with. Do not book with them scum on earth for robbing from people during a time of a global crisis.
Disgusting customer service our flight was cancelled from Phuket to Singapore no notification from Aunt Betty. Forced to buy another flight back to Sydney. I asked for a refund Aunt Betty wanted to charge me $250 per pax for cancellation fee. Disgusting will not use you ever again
Do not use this company!!!
Unable to contact them. No offer for refund for our flights being cancelled from the airline. And they’re telling me I have to pay to get my equivalent amount back for the flights, but they can’t tell me how much that is in a dollar amount. Worst travel agency.
A credit does not work for us as we took 3 months off work for this trip, we will not be able to take any time off work for quite a number of years now.
- Verified customer
Terrible costumer support!
I never felt insulted in my life! I know that due the Covid-19 was really hard but I've been trying to get back home since the begining of march, the costumer support from Aunt betty didn't help at all!
I've tried to change my flight first they said there was no flight. I contact latam directly and I got a flight back home the next day. I ask to cancel my flight then, did the form and my flight still not cancelled! And they still wanna ask for 250 dolars fee!
Worst experience ever
My mum wanted to visit me in Australia, bought a return ticket when it was time to return took my mum to Brisbane Airport the reservation didn’t existed but worst the airline wasn’t flying from the airport anymore.
No email or any communication from Aunt Betty confirming change, support line did nothing had to spend $1300 in a new ticket, file a complain and a refund on the website a month passed and no reply.
Spent hours on the phone trying to get someone to solve the issue and still nothing.
Worst experience in the history of travelling.
Don’t let the ‘part of flight center group’ fool you
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.
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
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.