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If I could give zero stars I would.
I was offered credits I have been unable to use. It states in the email I received that I must call in order to use the credits I was given. I was on hold for time frames in excess of four hours three days in a row. I ended up having to book new flights and pay for them. I also sent three emails to AB through the contact page and have not received a response at all after three weeks waiting. Bad luck certainly comes in Aunt Betty threes. My previous comments have also been deleted. What a rip off. I want my money back OR a sufficient method of using the credits I was offered.
They stole my money when they lied about my flight being refundable!
When I made my booking there was a statement that said my ticket was refundable and when I called up to cancel my booking they said it wasn't - I have a screenshot of them telling me it was refundable!! When I checked their website there is a clause in their terms and conditions that states "80% refund able to be issued prior to 48 hrs before your flight". COMPLETELY ILLEGAL! After quoting them their own policy they stated that they could issue me flight credit instead but were NOT refunding me - a clear demonstration of their guilt. The woman on the phone, [Name Removed], ignored my questions and in the hour and a half I spoke to her, I was offered no assistance.
Trying to get in contact with customer service takes around 2 hours on the phone. Listening to same bruno mars song over and over again. Absolutely horrible experience, never again.
Double charging,no reply and no customer support
On the 30 of march I booked a flight with aunt Betty. The website indicated that my credit card payment went not through and that I should rebook. Done this with Paypal. They deducted the amount twice from my account. No booking number issued, nobody to speak with ,spend since 4 am on the phone with great jingle.scam? Had before good experience with them.
Edit: I have changed my review from 1 star to two as a result of assistance I received once I posted this review. However I shouldn't have had to get to this point to have my problem be resolved.
I booked thru aunt Betty 2 yrs ago. Flight cancelled due to covid. They gave me credit (should have been a refund). The credit expires next month and I have been trying to rebook my flights but have waited on hold for over three hours every day this week . I have called at 7 am and at 4pm and at the middle of the day. But cannot get thru before my phone battery dies. It's seriously making me freak out. I'm almost crying it's so frustrating. And the hold music is next level AWFUL. please help me!!!!! I can't afford to loose $1000 airfare.
Long waits and terrible phone service
I booked a ticket two years ago and at the time trusted them as they were part of the Flight Centre group. When the pandemic hit, they issued a credit note instead of a refund.
I placed a booking the other day using the credit note which went through fine. The problem was my names did not transfer correctly from the Aunt Betty's booking system over the airline's system. My first names were all lumped together with no spaces.
The airline couldn't correct this as said changes had to be completed through the booking agent but advised that this w...ill be an issue and has be. rectified. Aunt Betty insisted it was not a problem contrary to what the airline advised. They also claimed they couldn't change it on their end either. Eventually the guy at Aunt Betty said they will need to submit a name correction request which would cost an additional minimum fee of $140 per passenger to do and there was no other option. I don't know why I would have needed to pay for something which was not my fault. I eventually cancelled the booking entirely at the cost of $40 per passenger which was really bad!
Cannot get hold of anyone to cancel a flight due to leave next week!
I cannot get through to Aunt Betty staff to cancel and ask for a refund of a flight that has been booked since 2020 (cancelled due to Covid) and rescheduled 3 times. I have been phoning and emailing for several weeks after receiving an email from an airline company who had cancelled a leg of my journey. It is really disappointing and perhaps they are understaffed but happy to take the money when selling the flights in the first place. I am now going to contact my bank (paid by credit card) and the AFTA)
Would rather stab myself in the eye with a rusty screw driver
An absolute joke of a company. Incompetence and lying appears to be in their companies values. Not willing to lift a finger to undo their stuff ups, leaving us high and dry and out of $2200 from our own pocket. Spent over 12 hours on hold to them over the past 2 weeks and got nowhere. When you do finally get through to someone, they try to fob you off. Their hold music sucks too! I’m pretty sure my poor fiancé has PTSD from it. Not… even… kidding
WISH I COULD GIVE A 0
The WORST company to deal with. Would not recommend them to anyone. Aunt Betty, look at your reviews? Honestly, it is an embarrassment they still exist. Have spent over 2 hours on hold 3 times today to speak to someone. Each time they are incompetent and have no idea what the request is. They offer 0 customer service and quite frankly do not care about their customers. Have had a $2000 credit with them since early 2020 and it has been a headache every. single. time. we have to speak with them. Was just cut off from being on hold for over an hour again. Do not respond to emails, cannot handle any requests. How is ACCC still letting them go on?
Fraudulent booking and overcharging
Our flight number and time were wrong. They charged us $600 extra for exit seats. We realised 4 days before our scheduled flight that our flight number is different, the flight is in the morning and not night, and no exit seats were booked. We have been trying to call all day and still haven’t spoken to a representative. Be very careful.
Poor customer service and confusing information.
My flights were cancelled due to Covid 19 back in March 2020. I received credit for $1,900 which was valid until March 2022.
In 2021 when we still had lockdowns and boarder closures (based in Australia) i contacted Aunt Betty for an extension and was confirmed an extension until July 2022. Since boarders have just opened for Australia and some nations still have quarantine requirements i have contacted Aunt Betty several times between Late Feb and today to seek an extension. Here were the outcomes:
1. Email sent requesting an extension - no r...
Could not contact them in 10 days
Emirates changed our flight and we tried to call Aunt Betty to change our flight to our liking. 10 days later, 8 hours on hold, 5 emails, 4 requests for callback, zero response. Avoid at all costs.
Avoid at all costs
I was provided a flight credit due to being unavailable to fly in 2021 due to the pandemic. I called up later to book new tickets to advise that he extension only lasted one year and that i had to use it within 2 weeks. I requested they contact virgin airlines and get it extended, which took another week. I called them to finally book my ticket, to be advised the fare i saw on the website was illegible for me to use my credit?!. To make it worse, this was now the 4th time of calling and being on hold for hours, having to deal with staffing who ...couldn't understand what I was saying or attempting to communicating, and would refuse if I asked to speak to someone senior. Avoid this business at all costs. Consider getting your customer service teams back to Australia.
Don't use unless you have the money to lose
I used to use tell people about how great Aunt Betty was all the time. Never again! I was unable to take my holiday in 2020 that I booked in 2019. I asked for a refund but got a credit. Fair enough, times are tough. Got an updated email in 2021 advising that the credit was extended to: need to book by end of July 2022; must travel by September 2023; and to contact 'customer service' to redeem. So I did that, in March 2022 to travel in September 2022. I got a message back from 'customer service' '[Name Removed]' writing that I had unti...l the end of that day to redeem and rebook my tickets and that it had to be done on the phone. Called, they said they're busy and . mumble mumble ...high volume ... mumble mumble. Well I don't have 8 hours to sit on the phone so I hung up after an hour, responded to '[Name Removed]' with a copy of their email with the credit redemption information, and I wrote that they're not taking calls. How to do your job? You're welcome [Name Removed]. No response from customer service [Name Removed] or anyone else from Unt Betty. So, . it looks like I've blown my overseas flights, because I can't see a credit redemption happening within the time period. So don't use this company unless you have the money to throw away!!
Impossible to utilise flight credits, calls and emails both unanswered
We have flight credits owing to us (over $4,000) due our planned overseas trip being cancelled when COVID restrictions first came into play.
The only way to use the flight credits is to call or email customer service. I have tried calling now at least 5 times over the past 3 weeks, I have been on hold anywhere from 1 hour to 2.5 hours! I have also emailed but still haven't heard back and as it is an auto form no receipt is given, I have no idea if it has even been received.
I called again this morning and was on hold for over 1.5 hours. Ou...
Absolutely Terrible. Do not use.
I was on hold with this company for over 2 hours yesterday (no answer) and 1 hour today (and am still l on hold currently). After 45 minutes this morning the customer service agent picked up and began to assist me; however, they hung up when confirming the flight details I wanted. I would like someone to call back as soon as possible as I need to book a flight as soon as possible. Unfortunately, they provide no online channel to use flight credits.
Just terrible! 8 hours waiting on the phone!! This is not a joke!!!
Customer service doesn’t answer your calls and emails for long time. In one day I waited 8 hours on the phone for someone to pick up my call!!! STAY AWAY PEOPLE!! Pay extra and buy your tickets from somewhere else!!
Does Aunt Betty even exist?
The second time I have tried calling and was on hold for over an hour, each call going unanswered and having to hang up. Have tried emailing but no response. Is Aunt Betty actually a legit company still running? How can we use our credits that have been promised?
Hung up on me
Was on the phone for over an hour only for them to hang up on me. Got through to someone initially after 30 minutes on hold and said I wanted to use my credit and book another flight, then was put back on hold for around 25 more minutes and then I was just hung up on whilst on hold.
How do they not have an option to use these credit shells over the internet.
Pathetic service, under staffed and do not keep their promises
We had booked our flights to USA in 2020, but as COVID hit and travel bans we could not travel. We requested for refund, but instead we were given credit which now expires in December 2022. We have been contacting them with new travel dates to use our credits, but no one from auntbetty responds to emails or actions request. The policy to use credits are so restricting that one is worst of buying tickets using the credit. Even when cheap flights are available, you cant book it. Its a rip-off. Would never use AuntBetty or Qantas again.
In June 2020 my flights got cancelled due to Covid. I have sent numerous e-mails over the past 2 years and have not received a refund or credit. I have called them several time and every time i get the same response "we will call you back within a few days with an update". They never call back and don't provide an update. They are not offering any flights to my original destination and are not willing to provide a refund. Ridiculous, useless, terrible service company. BEWARE DO NOT USE
Under-staffed and overwhelmed
I emailed Aunt Betty about my credit with Virgin after cancelling a return flight to Atlanta due to Covid. The airline informed me they have no record of my ticket and said I should contact the booking agent. It took Aunt Betty 29 days to partly answer my email. They said they were 'overwhelmed' with enquiries and advised that I phone them. I then tried to phone Aunt Betty to discuss my options, but experienced long waits on hold. They have advised that my credit with Virgin must be 'redeemed' by 18 May this year - just two months away. I sent ...a complaint to Flight Centre who wholly own the 'Aunt Betty' business and are fully responsible for it, but as yet I have received no reply from them. I will be making a complaint to NSW Fair Trading.
We booked a flight last 2020 but due to covid they canceled our flight. I emailed them many times no reply and i called them many times no one is answering. We wanna redeem our credit flight.
“Not Happy” Aunt Betty Travel
Please be patient and read this post. I’ve tried to be as objective as possible and give background
We will never deal with Aunt Betty again
When Australian international Covid restrictions were lifted in early 2022 we decided we would go to the UK to visit our son, daughter in law and our 4 and 6 year old grandkids, who we haven’t seen for 4 years
My father died 18 months ago thanks to Covid and we decided to use his inheritance money to have a “splurge “ and for the first time, go Business Class. Obviously an expensive decision.
We are fairly experienced independent travelers and have booked using online companies successfully for many years
No refund provided
In may 2020 my flights were cancelled due to covid and i was advised i would receive a flight credit as they could not complete a refund.
I have tried to call through to the aunt betty help desk numerous times however after being on hold for an extended period the call disconnects. I have also emailed firstname.lastname@example.org to try to arrange another flight or a refund with no response.
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