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...
I had a flight booked but due to COVID pandemic, my flights were cancelled. Aunt Betty sent an email prior to my flight to choose what options I'd like. I have chosen a credit shell and a few days later my money was there. Really, really easy. Zero stress. I had the same issue with another travel agent called Go To Gate, but in this case, Go To Gate were the opposite, 100% stress and waiting for my refund for over 5 months. So, this is the reason that I came here to say: Thank You So Much Aunt Betty.
No need to be stressed
I was meant to fly to England in June but obviously Rona had other ideas.. i requested a credit for my flights. Today I rang Aunt Betty to find out when I could rebook, I expected the worst... expecting to be on hold for 5 hours. Whole conversation lasted 5 minutes, super helpful staff, got a full refund coming! I won't count my chickens just yet as I'm yet to receive the money.. but to anyone who's worried about refunds and using credit, just call and speak to them!
Booking process was simple and well priced. Refund process was easy. A simple email and online form to fill out. The funds took a while to come through but that was explained in the emails and online form.
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.
Appalling consumer behaviour
Absolutely appalling behaviour. Have lied about the availability of a refund, when Qantas & Singapore Airline cancelled the flights !! Impossible to obtain clear information or heaven help, if you would actually prefer to speak to a real person !
Will never use this company again nor Flight Centre. Hope Graham Turner is enjoying his multi millions of wealth, while clients receive no assistance or more importantly , their refunds !!
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.
Money was refunded
My money was fully refunded which took a lot longer than expected but glad I got it back.
I thought it would be not possible but it all got sorted in the end.
Thanks Aunt BETTY
Wow much better than the last
Spoken with aunt Betty waiting time less than a minute and issue resolved in a very professional manner will get refund in the next 12 weeks from today. Very amazed to the outcome and very happy no further fees and full refund will apply
The reviewer stated that an incentive was offered for this review
aunt betty customer care
Booked flights through Aunt Betty for travel on 3rd June. My flights where cancelled by the airlines. I kept trying to contact Aunt-betty to no avail! I eventually filled out the refund / credit form. My only choice was to ask for a flight credit as they would have charged me a 500 per ticket cancellation fee if I requested my money back. I received the credit note a couple of days ago, but how do I know it's valid and for how long is it valid for! I am also unable to book online myself, when the time comes. Would have to contact Aunt bet...ty to book (totally impossible to contact). There is talk that travel bans will be in place for at least two years. What happens if I am unable to travel? Next time will definitely be booking direct with the airline!
Great customer service at a time of uncertainty
I just spent a long time with an Aunt Betty phone consultant trying to re-arrange my flight bookings to get home (to Australia) from the US, related to our coronavirus fears. I did this via Skype which was the least expensive way to manage the long wait times. Once my consultant was on the phone, I gave him quite a range of various date pairings of how my booking might be altered. With each change of question, the consultant calmly and coherently researched the answer, explained the rationale for the possible solution and its ramifications, etc. He was polite, respectful and clear. I could not have asked for more. Well done to that employee and your organisation.
Need help! Urgent support ABY2408503
I understand how busy things are but we are becoming quite stressed with our flights less than 2 weeks away.
I have tried sending emails and calling but no response.
I don't want to put an angry review up as I understand these times are unique.
Our reservation code is ABY2408503 and. Our final destination is Israel via Jordan. Both countries have blocked tourists from entry.
We would like a refund and email confirming this.
Hope to hear from you soon.
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
Change my flight
I have tried email, phone over 2 weeks now, the only reply i got was some kind of email info for covid-19. My flight in 6 days. I know air canada allowed to flight change free of charge. The same with everyone i guess..waiting on the phone for over an hour and finally only got disconnected.So frustrated! I travelling with my young children, with this kind of situation where the world has gone crazy due to covid-19, i don't know what will hit me and my family the next day. And being subsidiary of Flight Centre I thought Aunt Betty will be reliable, it proven me I look might look too high.Can please get back to me. I still have my faith on you. My reservation ABY2853618.
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...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.
Unable to contact despite several attempts and on hold for hours
My booking reference is ABY3128505. I am flying day after tomorrow and want to postpone my flight. I am trying to contact from last three days but after on hold for one to two hours phone gets disconnected by itself. I have sent query by online contact form a week back but no reply so far. The travel date is approaching and if I am not able to get it re-scheduled either I am forced to travel as per original booking or don't turn up and loose all the money. This is just because Aunt Betty is not contactable. If the call volume is high then travel agents should take some extra measures as medical industry is doing to cope with the situation. Very much disappointed and will be contacting ACCC.
Aunt Betty uncontactable and uncaring
Booking reference ABY2997745
We booked in December 2019 to travel on 17th March 2020. There was nothing to say our tickets were not refundable. SQ cancelled our 1st leg (Per-Sin) and gave a new flight option that we cannot take up. Aunt Betty has asked for $450 per person to postpone our trip to Japan. We want to cancel but have been told there will be no refunds. We spoke to them over a week ago, and after many attempts, finally managed to get them on the phone again last night, only to be told the bad news. Singapore Airlines have announced no charge cancellations if we rebook to travel by Aug31, but Aunt Betty did not mention this. Unable to reach them again. We're at a loss as to how to proceed. Will be calling the ACCC.
Paid over 2 weeks ago, still waiting for confirmation...
I completely understand the current circumstances. However, I paid for return flights for me and my family over 2 weeks ago. I am not attempting to change flights or get a refund. I just want my e-ticket. That's all.
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
No response to online requests - please advise *UPDATED 10/03
Update: A representative has been helpful through private message to deal with our flight changes. Issue is currently resolved for the time being. Thanks for your hard work during this busy time.
I have tried to leave this as a private mediation but I see your representatives responding to public reviews posted after mine but not responding to this one so I will post this as a public review now.
Booking Ref: ABY3028333
We have submitted 2 requests online in regards to our booking on 02/03/20. No confirmation of the submission has been sent to our emails to confirm receipt of the request, or any sort of submission reference number so we know that the request has actually been received.
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.
Very poor experience
I'm submitting this to assist others who may be considering booking with 'Aunty Betty'. I have exhuasted all attempts to change a simple domestic flight I booked on 10/2/20. Have now requested (via the online form process) 'Aunty Betty' cancel my booking and not charge me their cancellation fee. I think this is fair given the time and effort I have endured to make contact. To ensure I get home I have made an alternative booking direct with an airline. It does appear, however, this 'Product Review' website does attract a response from 'Aunty Be...tty' on occasions therefore I refer 'Aunty Betty' to my booking reference number 3333663. I do appreciate this is a busy time for your company and maybe it is time to accept some company losses as many others have and employ some more people willing to assist? Further, I note 'Aunty Betty' is apparently owned by 'Flight Centre' who could surely rally some additonal resources to meet this extraordinary demand?
Can you please pick up the call.....
I have tried to get through to someone as I have not received a confirmation of my booking and e-ticket. I made 4 calls over the past two days but no one is picking up. I am flying in less than a week. The money has been processed through. I have also sent through an email. Can someone please urgently get back to me to tell me!!! If they do not get back to me today I will cancel the transaction with my bank.
Can not get a response from them
I paid the 9 dollar price drop fee, sent an email with all the details 4 weeks ago of a cheaper price and have still not heard from them. A week ago, I asked when to expect my tickets, still no response.
Canceling the booking
Spoke to Keith, who was very helpful, unfortunately couldn’t cancel the booking, the refund was only the airport tax, but that wasn’t the travel agency company’s fault, I will use this company again.
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