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Aunt Betty
Service is good long wait time to get through to support
Service I received wasn't bad, wil give them 7 or 8/10
Pros
- Good price (relatively)
- Support staff I have spoken to were good (one of them was less clear on details)
Cons
- 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...Read more
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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.
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SylviaSydney, NSW
- 3 reviews
- 4 likes
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!!
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DavidKingston 2604, ACT
Refund received
Received refund of $2500 from Aunt Betty for cancelled flights due to Corona-virus from
Vietnam Airlines
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
the customers
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
...Read more
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RhubarbSouth East Queensland, QLD
- 2 reviews
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.
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ChrisGreater Melbourne (Outer), VIC
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.
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FionaGreater Melbourne (Inner), VIC
- Verified customer
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.
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PeterSydney, NSW
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...Read more
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Eric S.Greater Melbourne (Metropolitan), VIC
- 2 reviews
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.
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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...Read more
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.Similar opinion? Write a review on ProductReview.com.au!
Tony N.Metropolitan Adelaide, SA
- Verified customer
Reliable
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
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Review collected in partnership with Aunt Betty
DMcSouth East Queensland, QLD
In difficult circumstances they did respond to our situation
My wife and daughter booked (25th Jan) to go to Singapore on the 12th March, but tried to cancel several weeks before the flight departed including at the beginning of March only to be told to contact them 3 days prior to departure. In the last 3 days my wife before her flight (12th March) she spent considerable time trying to contact Aunt Betty during the COVID-19 pandemic. Eventually (understandably delayed with the COVID-19 issues) our issues were resolved and we were happy with the outcome. Thanks Aunt Betty.
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micks85South East Queensland, QLD
can i get Refund for my flight?
Hi me and my wife have a flight on the 3rd of June to Zagreb Croatia , is it possible to cancel the tickets and get a refund? Aunt Betty Reservation ABY3355548, thank you
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VidyaGreater Melbourne (Metropolitan), VIC
- Verified customer
received call back, hence changing the rating
I have been calling countless time (once was on hold for over 4 hrs), also have emailed and no response to specific questions. Only response I have received so far is on generic email stating COVID-19 update. I along with my family have flights booked for 2nd April to Melbourne-Shanghai-Melbourne and want to cancel and get a refund on our fares, Cathay has also confirmed full refund without any penalties. Submitted cancellation request on AuntBetty website, but no confirmation received. Also the card I used for booking will not be active in an...Read more
other months time, I need to provide the bank details to the team for refund as well. Can someone please get it touch ..... My booking ref is ABY3089943. Edited 14 March. I got call back from Aunt Betty team and they processed my cancellation also sent the confirmation email. I thank Auntbetty team and happily change my overall rating to 4 star. Hope you continue resolving the concerns of other customers as well.Similar opinion? Write a review on ProductReview.com.au!
Carrin S.Sydney, NSW
- 4 reviews
- 1 like
Urgent notification of flight change - can't get through to customer service
UPDATE: I woke up at 6 am this morning to attempt to call Aunt Betty and got through straight away. The lady I spoke with was very helpful and I will be receiving a refund for the flights minus admin charges.
This morning I received and email stating there is an urgent flight change to my itinerary. I have called multiple times and haven't been able to get through to anyone.
I can't accept these changes as the flight change doesn't work for me. Booking number ABY3251596
6 comments
My booking is for the 24th of this month. I have filled out the form already. How else can I get in contact with customer service???
Customer C.Aunt Betty
Hi Carrin S,
Please note that those due to travel within the next four days are being given priority. Please be assured that our team will contact you as soon as they are able to action those requests of customers travelling soon. ... Read more
Kind Regards, Aunt BettySimilar opinion? Write a review on ProductReview.com.au!
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PeterSydney, NSW
My requests got successfully resolved
I had to contact customer service with 2 different requests. As many others mentioned below, waiting on the phone line is hopeless, no answers for hours. I started with a negative feedback, however both of my issues promtly got resolved by the team since (requests I submitted via forms on the website) including a typing mistake I made during booking. Hence, I'm updating my review, and thanking to the person who helped with my booking.
1 comment
Customer C.Aunt Betty
Hi Peter,
Thank you for your review. ... Read more
We appreciate you taking the time to update your response based on your recent experience. We do apologise for the delay you encountered in getting through to our team. We are glad to hear that your issues have been resolved. Kind Regards, Aunt BettySimilar opinion? Write a review on ProductReview.com.au!
Flight change without hassle
Thank you to Florence, who changed our flights in a timely manner after aour connecting flight was cancelled. Hold time was a little long bit to be expected when dealing with an online travel agency
1 comment
Customer Care E.Aunt Betty
Hi Anthony,
Thank you for your booking and review.
We will pass your comments onto Florence.... Read more
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SophiaGreater Melbourne (Metropolitan), VIC
Great customer service.
I booked a ticket to my homeland and due to some issues I had to cancel and asked for a refund. These people helped me with the refund of my $900 which is great. Thanks aunt betty team! Speacially Raffy who was leading it. Thankyou.
3 comments
Customer Care E.Aunt Betty
Hi Sophia,
Thank you for your booking and kind review.
We are glad our Customer Care team were able to help you in an efficient manner. We will pass on your kind words to Raffy.... Read more
My name is not Helen.
Customer Care E.Aunt Betty
Sorry Sophia !!
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molGreater Melbourne (Outer), VIC
- 2 reviews
Good Service
I have been trying to call them for several times and have to wait at least 1 hour before my phone got pick. Luckily the one that help me which is Javier is really willing to help and he help me to get refund even though there is a expensive cancellation fee
1 comment
Customer Care E.Aunt Betty
Hi Moi,
Thanks for your review.
We are glad that Javier assisted you in an efficient manner.... Read more
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DaisyGreater Melbourne (Inner), VIC
Florence is the best.
I emailed and phoned many times regarding my flight's cancellations.
Bez contacted me back with a definition of Fare Rules. thanks, but that doesn't help. And other 2-3 representatives help me over the phone too. very Disappointed. kept me wait one day after another.
Florence is the best. she really understands her client's request. I wish she was the first representative I talked to. Florence is the reason I give Aunt Betty 4 stars.
1 comment
Customer Care E.Aunt Betty
Hi Daisy,
Thank you for your booking and review.
We are glad that Florence was able to help you in an efficient manner. We will pass on your comments to her.... 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 C.Aunt Betty
Hi Carrin S,
Thank you for your review.... Read more
Please be advised due to COVID-19 we are getting an extremely high number of calls and emails. This has significantly increased hold time and delayed responses to emails. If you haven't already, please email our team here regarding your schedule change request: https://www.auntbetty.com.au/airline-schedule-change. Our team will respond to your request with priority being given to those travelling within the next four weeks. Rest assured we are working around the clock to assist all our customers as quickly as possible. Kind Regards, Aunt Betty AU