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Please, do not use this company!
I was reading through these reviews and the majority describe the same situation I've been through trying to use my travel credit. I now have to pay extra to be able able to use the credit. Absolutely outrageous!
Thousands owed to me in flight credits that are in threat of expiry purely due to access issues and the worst CS support
Thousands of dollars in cancelled flights left in "Aunt Betty Credit" with a call center that leaves you waiting hours each time you try to reach them and very little to no knowledge or support once you do. Actions that are agreed over the phone with the call center are not actioned at all and you are left to repeat the process again, and again.
Tried booking on basis of credits from Covid cancellation, but site and helpdesk does not allow booking unless flying NZ air lines, despite email saying otherwise. Appalling communication, and business practice. Also 2 hours waiting on phone call.
Tried booking on basis of credits from Covid cancellation, but site and helpdesk does not allow booking unless flying Virgin Australia, despite email saying otherwise. Appalling communication , and business practice
Shocking bad customer service
Do yourself a favour and book elsewhere
Zero customer service
Been on hold 2 hours and no answer.
This company based in Australia? I’d rather have known how bad they where before I bought from them. Stay away from this company
Joke of a Company
Do not ever use them. Worst company to deal with. Got stuffed around with credits from Cancelled flights at the start of covid. Finally we we're able to book flights after reading posts on here. But we weren't able to combine the credits so even know the flights we we're booking we're cheaper then both our credits, we still had to pay extra. We wanted to book through virgin and use them towards a flight and accommodation package. We we're told no. Now once we've used them, we have received an email to say that they are now allowing us to book directly through virgin for the remaining 30 dollars... We will never use aunt betty or flight centre.
Call centre in Philippines just tops it off nicely….Heeellloo asic????
Calling all asic officials!!! Pay attention and do your job. We are all being ripped off here! Hold the directors to account…. Read the reviews. I can’t be objective. I can only relate my appalling experience. There is nothing good about this company. They are white collar criminals. The end.
Terrible customer service
Waited 2 hours for phone to be answered. Attempted to rebook flight that was postponed due to covid. Call centre must be located in Singapore. Was told they would call me me back in 10 minutes. Never received a call. Rang the next day and waited another 2 hours for call to be answered. Was told I would have to pay a service fee of $50 another $99 fee for change of flight plus the price increase of flight. Never use this company
Terrible, worst customer service ever
Credit issued due to cancelled flights. On hold for 2hrs+ and no answer. Travel bank offered but the airline not flying to NZ so our family cannot use it. Disappointed ☹️ cannot work out how to even use our credit.
never book with this company again
Absolute horrible experience with this company. just a bunch of crooks. Been over 2 years now, i am chasing for my refund and still waiting.
they don't answer calls neither they respond back to emails. what a joke
Cant contact Aunt Betty at all!
WE got our flights cancelled in April 2020 due to borders closure and was only offered credit shell but I have tried to contact Aunt Betty since Feb 2022 via Contact Form numerous times and have not got a reply from Aunt Betty. I have rung the helpline number and waited over 1 hour over 10 times but it was either the call continued to be on hold or eventually got disconnected.
There is no way to contact Aunt Betty customer service at all!!!
How can the company still operates?
Avoid at all costs
Avoid at all costs!
Extremely difficult to deal with once money is taken. Communication is atrocious, call wait times horrendous, absolute nonsense fees and charges due to rebooking for the 4th time due to covid issues - not our fault or choice. Refused to refund
Every time rebooking, you have to pay more. We had $3,000+ in flight credit, tried booking flights worth about $2,150 and they still want us to pay more!!!
What the f aunt betty, disgraceful,
Do not use this company!!!!
Refund finally approved - but still waiting for the $
After much negotiation with Aunt Betty my request for refund from Virgin was finally approved. Of course, that was just the first stage. 6 weeks later and still waiting for the funds.
It astounds me that this is considered acceptable customer service.
I will never book through Aunt Betty again. Customer service is not a priority. The consultant I finally dealt with, Brad, does the best he can but the company just doesn't seem to care.
I just want the money that is rightfully mine.
NEVER BOOK WITH THIS COMPANY
Do not book with this company. Due to covid I was unable to make my flight, in the weeks leading up to departure I attempted to contact aunt Betty via phone and email enquires, no response. Ended up having to call the airline directly to let them know I wasn’t coming. Two weeks AFTER my flight left, aunt Betty responds saying I was marked as a “no show” and was not eligible for a refund. Obviously since I was quarantined? They lack any competence to understand I made the effort before my flight to cancel, the response is unacceptable. Do not use this company.
Would have better luck at a casino than booking through this company
I had a flight from 2020 cancelled due to covid and received a Credit Shell from Aunt Betty - at the time, this was all that was available as they weren't offering refunds. I attempted to use the credit shell in 2021 for the same destination / passengers and just change the date only to be told that the cost of the new flights was going to cost over $2k more than their own advertised price on their website price because I'm not booking 'new' flights. I decided that I would book direct with the airline and save the credit to use when I didn't ...need to spend a cent more than the credit was worth with Aunt Betty. I am now trying to use the credit shell to go to NZ instead of Fiji - after an hour on hold waiting for somebody I was told that it was company policy that I must book with Qantas as that's originally who the tickets were bought through. OK - I said that I would book the equivalent flights to NZ through Qantas instead of Air NZ. When I looked at the credit shell there were no Terms and Conditions on there - the link isn't even to a proper website so I was not provided any Terms and Conditions like having to use the same airline for re-booking the new ticket. The pricing took so long that I had to get a call back from the attendant on the call. When she did call back, the pricing was over $1k more per person than what direct with Qantas were. I told her that I wanted to use the credit but I wasn't prepared to pay any more money with them than I'd already paid and that I was looking at exactly the same flights on Qantas' website which didn't make sense based on the cost they provided. I said that instead I'll book a domestic flight to use my credit - 10 minutes later into this and providing her with flight details of the new flights she disconnected me. 3 hours later, I'm still trying to get this resolved. Their customer service is unbelievably bad. Save your money and go direct with the airline. I will NEVER use a third party service again. I'm now on hold to the ACCC to see if there is any recourse.
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.
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