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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.
Booked plane tickets with Qantas, was sceptical at first as they were quite a bit cheaper than the airline directly and read some poor reviews.
Figured it was worth the risk, so went ahead and booked.
Through no fault of Aunt Betty, Qantas re-scheduled a heap of my flights which affected some connecting flights as well as my pre booked plans on those days. I contacted Aunt Betty and the customer service from Brad was astonishing.
To be fair - I was super clear with my problem, and gave them my proposed solution, with all the relevant informa...tion they'd need to process, I know how busy these guys are as I imagine almost every booking goes through similar issues currently with Airlines needing to be so flexible - so I wanted to make it as easy as possible for them. In return, the initial response from Aunt Betty was helpful, obliging and they immediately actioned my request. Could not be happier with the level of service received, I would not hesitate to book with Aunt Betty again in future.
Brad needs a raise!!! Read all!
Today, I waited on the phone for an hour and half to be told that my credit of 488 would be honoured but the new flight I wanted was 530 so I have to pay the 42 dollars of difference. When I asked how could that be when their own website says the flight is 332 and virgin's website states the flight is 374. I was told its virgin's policy and those are for new purchase not credit holders. I then reached out to virgin and was told that is completely false and they made it up. I wasted over 2 and a half hours of my time and still don't have flights.... How dare you charge people who couldn't see their loved ones in the first place due to covid and now can more money when the flights are cheaper now. Bunch of heartless criminals who steal your money, and then try to steal more when you finally get to so see your family after 3 years of being apart. I had the worst experience ever. I emailed the firstname.lastname@example.org and Brad responded straight away. He got it all sorted and fixed up for me and even for the same price as website disclosed. Brad needs a raise and is saving aunt betty's reputation. I would of directly gone to this email if I knew the experience was going to be so poor on the phone. I even spoke to a manager and no one was as good and kind as Brad. Legit get to see my family without costing me anything else because of Brad. Made my day!!!
Not getting a ticket even after 20days of paying extra money on top of the Credit and also charged more
I used the credit from 2020 to purchase a ticket for travel in 2022.I had around 4000$ as credit and i had to pay extra 1700$ for the new ticket.While Auntbetty booking site for a fresh ticket for same number of passengers for the same dates and destination is only 5296$..so I had to pay 300$ more without any rationale,even though I was told there will be no extra fees or charges..
I rebooked and paid the money on 8 /2/22, but even after almost a month I havn't received a ticket yet..I have rung customer service thrice,each time they said ticket will be issued in 24-48 hrs but I am still waiting...my booking reference is ABY3251317.
Edit ~ I managed to change my flight thanks to a friendly operator, but the company is practically impossible to reach
The form on their website doesn't work. The facebook page don't answer. I waited almost 2h on the line and nobody answered, twice.
I found an email address that works here and someone answer and fixed my flight, but I wasted a lot of time waiting on the phone.
I need to cancel my Virgin flight, and there is no way to do it. Aunt Betty is basically a scam. Virgin won't help, as they told me to cancel through Aunt Betty. Absolutely avoid
Used to be very good!
I am trying to use my credit but am not able to contact Aunt Betty, my credit is from the year 2020.
I have used Aunt Betty many times before and they did good service but clearly, they haven't planned for post covid scenario.
Regarding credit flight but Brad helped my after emailing him
It's regarding the rescheduling of my credit ticket. I did contact auntbetty Australia regarding this matter but haven't heard back from you guys and it has been almost two weeks now. I talked to one of your customer care member but he wasn't able to understand what I was trying to explain him so many times. Hopefully, he understood at the end of the day. But after I emailed Brad yesterday i.e. 3rd of Feb he is trying to resolve my problem within 24 hours.
Absolute rubbish service
I have used Aunt Betty a couple of times to book flights to the UK and they have been straightforward and very reasonably priced...but that was a world away and now things are very different.
We booked internal flights and because The Ghan cancelled our trip, we are having to change our flights at the last minute. As I sit here and type, I am trying for the fourth time this morning to get through to speak to someone (having already sent a message last night for someone to contact me urgently this morning....now midday) but everytime I ring, th...ey hang up on me. At this point, I will NEVER use them again....I am happy to update this review if they redeem themselves but I sadly think they will not. Have no idea what we do if I can't get through because they have no way of amending flights online.
Impossible to get a hold of.
Wondering whether Aunt Betty has gone into liquidation? I have called and emailed numerous times about using a flight credit and have had no luck with getting through to anyone.. help!!
Initially frustrating to deal with but I’m the end they handled my issue well
I had $1,600 AUD in credit with Aunt Betty and I was trying frantically to re-book my flights so that I can visit elderly parents in the UK. It was very difficult to get someone to answer my calls, or respond to my emails. Eventually however a rep reached out to me on social media to explain the delays and I was able to speak with someone who helped me to rebook. My advice is be patient. Call the 1300 number, don’t use any local numbers, stick your phone on hands-free and be prepared to wait a couple of hours. Someone will eventually pick up, they are just completely over-run at the moment with calls but they will get to you.
Original service dreadful but upon complaining to management resolved satisfactorily.
Since writing the below review Aunt Betty have resolved the matter very satisfactorily. For rectifying the situation give them a star rating of 5 but the original service was a 1. Thank you.
The ticket was cheap ish but it just hasn’t paid off going with them. Trying to change my flight return date has so far proved impossible. Call centre person couldn’t speak proper English and line quality so poor. Therefore after he said it would cost $10k to change flight return date I gave up (original return ticket $3k). Two email requests asking to c...hange travel date sent over a week ago remain unanswered. Will never use again. Appalling company and what a stupid name. Thoroughly regret booking through them. Have been flying between Aus and UK for the last 35 years and this is the most uncommunicative company have ever used.
Booked over 3.5k of flights. We are eligible for refund due to flight cancellation. Over a year later and we are still waiting. Attempted phone call to help cut out after 30 min hold.
Because of Covid I had a flight to bkk canceled for 18 months, Aunt Betty were great in helping me use my travel credit in 2021.
Dyke’s service was amazingly helpful
So my trip to England was cancelled last year for obvious reasons. Aunt Betty converted the cost of the trip into credits and I was happy with this because I still wanted to travel. Unfortunately not much has been available and the credits were going to expire in December, i saw some reviews of people saying they had a bad experience and their credits werent refunded so I was quite anxious when emailing aunt betty. I was absolutely shocked with how smooth and easy it was, I simply said I wanted a refund and that was it they were more than happy...to give me my money back. I will definitely be booking through aunt betty again, they made me feel in the loop through the whole covid period. It's unfortunate that it is common to feel uneasy with business' especially online ones so Aunt Betty has been a pleasant surprise and polite one at that.
covid 19 refund
it is now 12 months to the day that we had expected to fly out with thai airways.in that time covid hit the flights were cancelled thai airways went bankrupt so no funds for a refund.during this long haul aunty betty kept me informed of all the moves from thai airways .they were always polite and most helpful .i must say so was i as it was not their fault.i have just found a full refund in my bank account.full marks to aunty betty and the team it has been a very rocky road for all.thanks.
Questions & Answers
Hi I have a Credit Shell for Covid cancelled flights - how do I rebook using it Credit ref is ABY3110176
I have been on hold 2 days in a row for over 4 hours. I want to use my travel credit. This is disgusting. I’ve also emailed with no response.
Having the same problem as everyone above. Aunt Betty will not honour the credit. Told to book through the same airline who are not paying to our original destination, have to spend 24 hours travelling to a country which is 6 hours away. Asked for a refund as was never told at the time we said we would have a credit that there were conditions on the credit regarding the same airline. Argued that our credit is with Aunt Betty and not the airline but getting nowhere. Have a $1400 credit that cannot be used and they do not care. Unacceptable!
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