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Aunt Betty
Craig DSydney, NSW
Refund Joke!
In August logged onto Aunt Betty website and followed their apply for a refund instructions for our Singapore flights in November that had been cancelled by the airline. Received an email confirmation that my refund request had been logged. Did the patient thing and waited the 12 weeks that it said it would take but after 16 weeks no refund. Searched and found a contact number and called them. After a long wait finally got through and spoke to a consultant who said "we have no record of your request being processed, I'll do that for you now and...Read more
you can expect your refund in around 12 weeks"! No matter how much I protested he stuck to the script and now I'm having to wait for another 12 weeks. Unacceptable!!! He said that you need to speak to someone in person to action your refund request as it needs "Human Intervention". Go figure, an automated system that is anything but! I'll never use them again and urge anyone thinking about using them not to! They are just buying more time before they have to give back money that the airline refunded months ago.Similar opinion? Write a review on ProductReview.com.au!
Diah P.Sydney, NSW
Will not ever to deal with Auntbetty again
Flight cancelled in May still waiting for uncertainty CREDIT voucher to be follow Up . Unable to email as email address not receiving new emails. Staff rude on phone and over talk you . Will not put you through to manager . I Will escalate This matter to higher organisation if still cant be solved .
By Diah
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The reviewer stated that an incentive was offered for this review
LoisSydney, NSW
Appalling consumer behaviour
Absolutely appalling behaviour. Have lied about the availability of a refund, when Qantas & Singapore Airline cancelled the flights !! Impossible to obtain clear information or heaven help, if you would actually prefer to speak to a real person !
Will never use this company again nor Flight Centre. Hope Graham Turner is enjoying his multi millions of wealth, while clients receive no assistance or more importantly , their refunds !!
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jvarvaAU
aunt betty customer care
Booked flights through Aunt Betty for travel on 3rd June. My flights where cancelled by the airlines. I kept trying to contact Aunt-betty to no avail! I eventually filled out the refund / credit form. My only choice was to ask for a flight credit as they would have charged me a 500 per ticket cancellation fee if I requested my money back. I received the credit note a couple of days ago, but how do I know it's valid and for how long is it valid for! I am also unable to book online myself, when the time comes. Would have to contact Aunt bet...Read more
ty to book (totally impossible to contact). There is talk that travel bans will be in place for at least two years. What happens if I am unable to travel? Next time will definitely be booking direct with the airline!Similar opinion? Write a review on ProductReview.com.au!
Suri S.Greater Melbourne (Metropolitan), VIC
Change my flight
I have tried email, phone over 2 weeks now, the only reply i got was some kind of email info for covid-19. My flight in 6 days. I know air canada allowed to flight change free of charge. The same with everyone i guess..waiting on the phone for over an hour and finally only got disconnected.So frustrated! I travelling with my young children, with this kind of situation where the world has gone crazy due to covid-19, i don't know what will hit me and my family the next day. And being subsidiary of Flight Centre I thought Aunt Betty will be reliable, it proven me I look might look too high.Can please get back to me. I still have my faith on you. My reservation ABY2853618.
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AudreyPerth, WA
Flight to Japan on 17 March
ABY3207881
ABY3207981
Like the others, I have been trying to get into contact with AB for several days through online form and phone but in vain! I understand this is a stressful time for the AB customer team and I am seeking your help via this website in hoping I can get a response, at least get a confirmation that the web cancellation booking request has been received and processed.
My partner and I have been booked with ANA on 17 March flying from Perth to Japan and would like to cancel the entire booking and obtain a full refund. Please contact me asap.
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SunnySydney, NSW
Unable to contact despite several attempts and on hold for hours
My booking reference is ABY3128505. I am flying day after tomorrow and want to postpone my flight. I am trying to contact from last three days but after on hold for one to two hours phone gets disconnected by itself. I have sent query by online contact form a week back but no reply so far. The travel date is approaching and if I am not able to get it re-scheduled either I am forced to travel as per original booking or don't turn up and loose all the money. This is just because Aunt Betty is not contactable. If the call volume is high then travel agents should take some extra measures as medical industry is doing to cope with the situation. Very much disappointed and will be contacting ACCC.
4 comments
Please refer to news alert on Singapore Airlines web site dated 7th March. Link below:
https://www.singaporeair.com/en_UK/sg/media-centre/news-alert/?id=inrass4b
It clearly states that Singapore Airli... Read more
Customer Care E.Aunt Betty
Your flights are still live. If you do not travel tomorrow, or advise us by 3pm Brisbane time today 12 March, that you want these tickets put into a credit shell, your flights will be forfeit.
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Jean-Luc PapineauPerth, WA
Aunt Betty uncontactable and uncaring
Booking reference ABY2997745
We booked in December 2019 to travel on 17th March 2020. There was nothing to say our tickets were not refundable. SQ cancelled our 1st leg (Per-Sin) and gave a new flight option that we cannot take up. Aunt Betty has asked for $450 per person to postpone our trip to Japan. We want to cancel but have been told there will be no refunds. We spoke to them over a week ago, and after many attempts, finally managed to get them on the phone again last night, only to be told the bad news. Singapore Airlines have announced no charge cancellations if we rebook to travel by Aug31, but Aunt Betty did not mention this. Unable to reach them again. We're at a loss as to how to proceed. Will be calling the ACCC.
5 comments
Customer Care E.Aunt Betty
Hi,
The airline has updated its policy and you can re-book for travel before 31 August (commence your new trip). Please note that a fare difference MAY apply but the change fees have been waived.
We c... Read more
Hi,
Can you please explain the conditions of a credit shell are? If the status of Australia's travel advice changes to do not go, what will happen then? we are happy to change our flights to the latest in August as possible.
Customer Care E.Aunt Betty
The credit shell will hold your tickets until you are ready to re-book.
Please note you MUST use the whole ticket before 27 Dec 2020.
Please advise what you would like to do, as you booking is still l... Read more
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Paid over 2 weeks ago, still waiting for confirmation...
I completely understand the current circumstances. However, I paid for return flights for me and my family over 2 weeks ago. I am not attempting to change flights or get a refund. I just want my e-ticket. That's all.
1 comment
Customer Care E.Aunt Betty
Hi,
We have sent you a private message to obtain some information so we can locate your booking.
Regards,
Aunt Betty.
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IanMetropolitan Adelaide, SA
Very poor experience
I'm submitting this to assist others who may be considering booking with 'Aunty Betty'. I have exhuasted all attempts to change a simple domestic flight I booked on 10/2/20. Have now requested (via the online form process) 'Aunty Betty' cancel my booking and not charge me their cancellation fee. I think this is fair given the time and effort I have endured to make contact. To ensure I get home I have made an alternative booking direct with an airline. It does appear, however, this 'Product Review' website does attract a response from 'Aunty Be...Read more
tty' on occasions therefore I refer 'Aunty Betty' to my booking reference number 3333663. I do appreciate this is a busy time for your company and maybe it is time to accept some company losses as many others have and employ some more people willing to assist? Further, I note 'Aunty Betty' is apparently owned by 'Flight Centre' who could surely rally some additonal resources to meet this extraordinary demand?3 comments
Customer Care E.Aunt Betty
Hi Ian,
We have checked your booking, and noted that you have advised you booked the flight back to front. As it was a low priced fare, the cost to make the change exceeds the value of the fare, and ... Read more
Thanks so much for the reply. That’s vey helpful but as mentioned in my review I have already booked a new fare. Is it worth cancelling the existing booking or just be a ‘no show’?
Customer Care E.Aunt Betty
We will cancel it out of the airline system, not much point clogging it up.
Thanks.
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Can you please pick up the call.....
I have tried to get through to someone as I have not received a confirmation of my booking and e-ticket. I made 4 calls over the past two days but no one is picking up. I am flying in less than a week. The money has been processed through. I have also sent through an email. Can someone please urgently get back to me to tell me!!! If they do not get back to me today I will cancel the transaction with my bank.
2 comments
Customer Care E.Aunt Betty
Hi,
We have just sent you a private message to obtain your booking reference so we can assist,
Regards,
Aunt Betty.
Still waiting for a response. Thank you.
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Steven ClayNortheast, VIC
Can not get a response from them
I paid the 9 dollar price drop fee, sent an email with all the details 4 weeks ago of a cheaper price and have still not heard from them. A week ago, I asked when to expect my tickets, still no response.
1 comment
Customer Care E.Aunt Betty
Hi Steven,
We have sent you a private message to obtain your booking reference to obtain more details and action.
Regards,
Aunt Betty.
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nicDGreater Melbourne (Outer), VIC
- 2 reviews
- 1 like
Nice website but booking didn't work and customer service unhelpful.
Website well presented and easy to fill out, however the booking process never worked for me, saying flights no longer available no matter what I tried. Customer service was unhelpful.
1 comment
Customer E.Aunt Betty
Hello
Thank you for your review. I would like to investigate this further. I will send you a private message.
Kind Rgds
Aunt Betty
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- Verified customer
What happened to my flight itinerary?
Made bookings thru cheapflights.com and channeled to this AuntBetty.com.au. Received booking confirmation acknowledgement via email but 3 days later still no itinerary as promised. Worried if flight's booked at all
1 comment
Customer Care E.Aunt Betty
Hi Reza,
Please see and reply to our private message.
Please advise your ABY reference and email address and we will follow up.... Read more
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Cindy SPerth, WA
- 6 reviews
- 13 likes
- Verified customer
Price drop protection , difficult to claim.
Price drop protection with this company is a bit of a scam , I suggest people stay away .. They make it very difficult to claim and never reply to your emails unless you call and complain... I have a voucher now and can't find any information on what happens if I have credit left over after booking another flight ..
6 comments
Customer Care E.Aunt Betty
Hi Cindy,
Thank you for your booking.
The terms and conditions of price drop protections are set out in our FAQs - we have attached the link below for your reference.... Read more
Ok, where does it mention voucher and how you don't credit if unused? You mention PDP can only be used once during the life of the booking nothing about voucher.
Customer Care E.Aunt Betty
Thank you for bringing that to our attention. We accept this could be a bit clearer, so we will amend the FAQ to advise that the voucher as well as the PDP can only be used once. All our vouchers have to be used in one transaction.
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M_P_MCentral Highlands and Goldfields, VIC
Failed to complete the purchase
Hi,
I am happy with few good deals shown up in the website. Unfortunately I can't able to complete the transaction "OOPS something went wrong", that's the message the web page end up with. This is not for once, more than a week with 5-10 failed attempts. Tried all the troubleshooting tips shown up in the website.
On a casual chat with one of my friends having similar experience end up with giving up and choosing a different agent. Even a chat with customer won't help.
1 comment
Customer Care E.Aunt Betty
Hi MPM,
We are sorry you were not able to complete the booking.
Unfortunately our customer care team do not make over the phone bookings.... Read more
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Swarnie
- 2 reviews
- 1 like
What a hassle to deal with - avoid if you can
Trying to change flights takes far too long. For the same flight change after being disconnected 3 times, or advised they will call back and never do (because they don't understand how to call an Australian telephone number even when specifically told to call Australia and provided full number), the price gouging to change a fare, and that you can't speak with the agent you previously spoke to, so you have to go through the whole verifying process again, with the great possibility of being hung up on after waiting online what seems forever. ...Read more
Can it really be that hard? Well Aunt Betty makes sure it is that hard. Spend a few more dollars and get an Australian based service. Don't be fooled by the Australian telephone number when they are clearly based overseas. On saying that, Agents are always very polite on the phone, its purely their processes.3 comments
Customer Care E.Aunt Betty
Hi Swarnie,
We have sent you a private message to obtain your booking details, so we can investigate,
Regards,
Aunt Betty.
Please ask the Consultant Erica to call me so I can finalise the change - I was disconnected yet again and 20 minutes later, she hasn't called me. If I call, I'm only going to get a different consul... Read more
tant and go through the verification process again.ABY1832193
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KatMetropolitan Adelaide, SA
- 2 reviews
- 2 likes
- Verified customer
Not impressed
Don't try to call them as you get put on hold for over 15 minutes then get hung up on and I'm travelling tomorrow (this has happened on 2 occasions). Emailing takes 3 business days for a response so how else do I contact them. Also had problems with my booking and them having my firstname and surname in the wrong order, had to send my passport through twice to them to change. Good thing was they were the best price however I travel every year and never had issues like this before.
1 comment
Customer Care E.Aunt Betty
Hi Kat,
We have just sent you a private message to get your booking details so we can investigate.... Read more
The booking system is automated and there is no manual intervention in the booking flow. We remind all customers that travel insurance is strongly recommended and can be purchased on our website. Our site also has great hotel deals - check them out !! It is the customers responsibly to check that their passports are valid and that they have any visas required for their destination, or transit points. Don't get caught out ! Regards, Aunt Betty.Similar opinion? Write a review on ProductReview.com.au!
- Verified customer
Fare increased within a blink of eyes
Fare increased within a blink of eyes. Fare must be keep low. Three shouldn't be any fee for credit card transaction. It's good that it has a fare increased protection.
1 comment
Customer Care E.Aunt Betty
Hi Abd,
All airfares are dynamic which means they can change at any time. We understand this can be confusing. We also understand that people don't like card fees - neither do we !! But they are pa... Read more
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Review collected in partnership with Aunt Betty
- Verified customer
Expensive of changing your flight tickets ....
So expensive if u wanna change your flight....I probably won’t use aunt Betty again, besides, my flight tickets are not cheap, almost $1000 per person, anyway, I think I should order my tickets somewhere next time..,
1 comment
Customer Care E.Aunt Betty
Hi Mei-Ling,
We understand that it can be expensive to make date changes. The cost to make a change is made up of the reissue fee and any fare difference. The fare difference is the same with us as ... Read more
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Questions & Answers
Sabrina T.asked
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.
1 answer
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.
Chrisasked
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
No answers
ashokasked
i haven't received my refund yet
booking reference ABY3284842
my email id
ashokbalan@hotmail.com
please arrange refund and confirm reply on email
No answers
Details
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Customer Care E.Aunt Betty
Hi,
As there is no waiver, your fare is non-refundable. You must advise us by tomorrow at the latest if you want to make a change (you can do so here), otherwise if you do not travel, your tickets will be forfeit. Regards, Aunt Betty.Please note the airline is not giving any waivers for the destination you are travelling too.
You can do a date change for $400 per ticket plus any fare difference.... Read more