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.
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:)
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.
Service is good long wait time to get through to support
Service I received wasn't bad, wil give them 7 or 8/10
- Good price (relatively)
- Support staff I have spoken to were good (one of them was less clear on details)
- Cannot manage the flight online (must call support)
- Support calls can take ages! 1/2Hr wait time wont be unusual. Once got through service is good...
Full 'mostly' refund post COVID cancellations
I was very worried that I wouldn't get refunded for May2020 flights, it took a while, but it was. I can't imagine the hell that time must have been. So I have nothing but good things to say in the circumstance.
Got my refund!!
I booked flights in September 2019 for Europe July 2020. Have been waiting for a while but they always answer my calls and tell me the status of my refund. I called again last week and they told me Qantas had released the funds and that it was being processed. Went back into my account today!! Hang in there. It will come!!
Received refund of $2500 from Aunt Betty for cancelled flights due to Corona-virus from
Case # ABY2997652
I know it took longer than wanted however the reality they have been waiting to be refunded from airlines
Reading through some recent reviews they have been coping a bagging for not refunded quick enough However they also have a responsibility to stay in business to get the refunds from the airlines to refund
Be patient and try and have a little understanding of the position they find themselves in
Huge work load with no reward
Its easy to shoot the messenger who are trying to act in every bodies interest
Very Happy with Aunt Betty
Booked two international flights with Aunt Betty.First refund request in February, took a while to come though,but did arrive after 2 to 3 months. The second I accepted a credit at first,but decided recently to claim a refund.The call staff said it would in my account in 5 to 10 days,which it was.Very happy Aunt Betty and would not hesitate to book with them in the future.
Covid refund processed
Flights cancelled just as countries began locking down. It took 14 weeks, but our refund has now been processed. Comms got better over time and AB followed through with refund.
Refund processed with no issues
My flight from Melbourne to Europe got cancelled in June due to covid. I requested a refund and have received it in full with no issues. It took about 12 weeks as stated but came through as promised.
Refund of airfare cancelled due to COVID
I booked two business class flights to London in February for departure in early July. By early May it was clear that we did not want to travel and would have to cancel. I was unable to contact Aunt Betty by phone but their website was fairly clear as to what choices I had and understandably that they were focusing closer departures.
I was annoyed that it looked like we would have to pay a cancellation fee for both Cathay and Aunt Betty )circa $1000 per ticket) but this clearly stated in the terms of the tickets I purchased
In the end because t...
Resolved issue quickly and professionally
I had received a conditional credit as my booking was with Virgin Australia. I used the credit to book a domestic business class flight, however, upon checking my itinerary, I noticed that my ticket was an economy ticket (at the same cost as business class). Long story short, I was given the opportunity to re-book the flight or have my credit extended to March 2021. Now I don't have to waste my credit on a domestic flight and use my credit next year for an international flight.
A long tough process but professional customer service representative (Brad)
In the midst of the changing face of tourism, resulting from the CoVID-19 pandemic, I found Aunt Betty customer service representative, Brad, to be professional, courteous, realistic and reasonable in his management of a difficult customer complaint.
I had travel booked for 2 x tickets return from the UK in MAY/June 2020. After initially requesting a "quote for refund" through the online web-form as requested by the automated Aunt Betty email service, I found myself receiving a myriad of contrasting communications from the automated Aunt Bet...ty service. Some of the varied responses included emails acknowledging our request, others telling us that a refund was being processed (we didn't ask for this to occur), and even an email with the receipt of a travel credit (we never asked for this either). I raised these concerns with customer service representative 'Brad" after receiving his contact through an online forum. Brad deserves credit for his professionalism in taking care for the needs of the business whilst communicating effectively and in a timely fashion with us as the customer. He communicated consistently in a fair and professional tone and gave considered and thoughtful responses to our questions. My key feedback for Brad is his noticeable focus on providing business best practice whilst using good reasoning in application to our specific case. Brad and I traded 36 emails which eventuated in a fair and reasonable outcome which was justifiable on both ends. NOTE: Brad's customer service and communication will make me consider Aunt Betty as a future option for booking travel.
All my bookings have always taken place without any problems.
Received Ticket Shell credit as promised due to Covis 19
Cannot fault their service, competitive pricing and extras as promised . e.g baggage allowance
Review collected in partnership with Aunt Betty
Questions & Answers
How can we use credit shell from Aunt Betty to make online booking? Is the a code to apply when making a booking using credit shell?
Aunt Betty Customer service is not contactable.
Thank you kindly.
Anyone know what options we have since Aunt Betty is not responding to email and calls regarding our credit shell?
How can we use the credit shell to making bookings?
Or is it possible to get refund?
The problem is they make it so hard to redeem it that you lose your credit shell. I called twice a week ago on two consecutive days and the said we will email you. They never do. They drag it out so y...ou lose your money.they won’t refund my tickets and can’t supply flights as Etihad don fly Brisbane to Melbourne. So I’m furious. I’m taking my actions further and will get media involved if I have to . It’s ridiculous I’m losing $5200 worth of flights. Good luck..your gonna need it
I'm not holding my breath to use mine either - we had flights booked with malindo to Bali for April/May 202, cancelled by the airline. Every single time I contacted AB I was advised "we haven't receiv...ed funds from the airline, so we can't refund you" and we'll let you know when the funds become available. Yeah, right... I will give it a last shot, but not expecting anything but more excuses. I'm fortunate in that I'm *only* $1000 out of pocket, unlike the many others who are significantly more worse off :-(
I had the same issue, my voucher expires TODAY and the website gets in a loop that doesn't allow me to book and use it. Called several times and promised I'll receive an email. Wrote some emails asking for help and they blocked my messages!
Has anyone had their flight credit honoured? reading a lot of bad reviews about honouring credits, and it's a bit suspect how you just receive an email instead of credit code or voucher. but hoping there are some people who successfully used their credit?
Not as yet. After 6 hours on the phone spread over several days, I did manage to speak to someone today from Aunt Betty which is positive. However, as I booked the flight for my wife using my credi...t card and my email address as contact, they weren't able to handle my query without first having written authority from my wife saying I can handle the flight credit! All very frustrating.
sounds like you've made some progress though. hope it works out! for your sake and mine!
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.