Reviewer Photos & Videos
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 email@example.com 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!!!
Be patient, you will get through eventually
If you see some of these reviews and comments, they are currently going through high volume of incoming calls which they might not have a big enough team for. Be patient and kind. It took me a while to get in touch with them but once I did they were quick and thorough and helped change my flights free of charge. Thank you Aunt Betty.
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.
edited reviews after my issue was solved
Finallly, my issue was solved today. Thanks to Brad for prompt action from your end. Didnt have to deal with the customer service this time and Brad was able to issue a new ticket for me. It was just the matter of finding the right person to look into your situation and this time, it was Brad from Aunt Betty for me:)
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.
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.
In good hands
Re-booking our flights after covid cancelled our travel plans last year, was made so easy by your rep (sorry did not catch his name). His calm and pleasant manner reassured us that we were in good hands and the re-booking, incl credit voucher and preferred travel times was done with a minimum of fuss.
Issued Credit - Used Recently, Perfect..!
My European Flights Cancelled January 2020 for Travel in June 2020. Went through all the process selecting "Credit" through Aunt Betty's Online communication. Now, I wont lie in saying it took a Long Time (8 Months) to receive the Credit with (Qantas/Finnair) but granted this was right in the middle of thousands of requests they were receiving so i had to sit tight. Credit Voucher was issued late 2020 and I used it about a month ago (March 2021) to book Domestic flights to Cairns. Had no problem applying Credit Voucher Code at Checkout Page. Ticket was issued within the hour. Checked booking reference given on Qantas Website and all good..!! Still have $150.00 left on Credit Voucher to use by December 2021. Thanks Aunt Betty..!!
Credit/voucher refund from Aunt Betty
Refunding your money back isn't an easy task to do if your asking it to a wrong person or company to whom you bought your ticket. I would say I'm still lucky i dealt with Aunt Betty, although the processing was quite long to wait, at least this time i received an email that I'm going to have my refund after two weeks.
Aunt Betty refund
My flights for April 2020 got cancelled and made into a travel credit. I recently had trouble making flights with the credit and then contacting them to ask for a refund on my iPad so tried on laptop. I was able to submit my refund email on laptop and got a reply saying it would be processed within 2 weeks. I received my refund in 4 days. With all the reviews I had read, I was more than a little worried. Thank you for coming through for me.
Questions & Answers
Has anyone received an email from Aunt Betty to transfer flight credits with there company to Virgin Australia but through a link , but link in email wont work. Have till 20th of this month to decide, received email 4 days ago. Can not get hold of them on phone or email.
I’m sorry Mark, but no, I haven’t received any flight credit transfers. I wish…I’m afraid that anything to do with Aunt Betty is problematic. Maybe you could cut and paste the link details into your...browser rather than directly from the email? Sometimes that works. Good luck!
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.
Get an answer from our members and Aunt Betty representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.