Don’t reserve seats!
I traveled from Australia to Germany and wanted to make sure I have window seats. Paid about 150$ and ended up with middle seats. After emailing them still no response.
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!!
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.
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.
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!!!
Questions & Answers
I have a booking number says confirmed but I still do not have my flight tickets, the payment has already been done to my credit card, can someone help me the flight is next week
I have Virgin Credit with you for Bali which expired in January 2021. Will this now be extended to a later date and can it be used for another domestic destination??
You need to seek advice from "Aunt Betty".
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.
Don't expect a reply. Did you realise this company is owned by Flight Center?
Will NEVER use them again and by inference never use Flight Center again
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