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
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.
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.
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
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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