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Waste of money with zero customer service!
I booked with aunt Betty for my flight from Melbourne to London.
At the time of booking I paid over $150 to reserve my seats (through aunt Betty)
I also paid extra $125 for priority customer care….
To cut a long and painful story short, Qantas had no record of my seat reservations, so I ended up having to pay another reservation fee to book my seats… no problem (I thought) I’ll just call aunt Betty with my super duper priority customer care voucher…… couldn’t get through and absolutely ZERO response to my email. Appalling rip off merchants!!!! DO NOT USE THIS COMPANY.
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.
Had email replies but directed to Call Centre … never got through after 7 attempts
Have been notified of credit but got directed to call to book travel. Over 2 hours waiting over 6 calls! Sent emails again but no response as yet please help!
Have supplied detail, everything has gone quiet even though I am trying to book another ticket apart from mine.
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!!!
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.
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
thank you brad
i had a credit from 2020 cancelled flight , 2 days ago i was reading the reviews because i was like every one else was trying to contact aunt betty but for no avail , and then i saw a person by the name of brad replying to help , so i emailed him my credit note details , and witin 24 hours my flight was booked and i confirmed it with airlines .
thank you so much brad .
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!!
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.
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
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!
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