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.
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
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.
Another whiney complainer with a 1st world problem
Thanks betty we had a smooth experience with no worries. To others who complain about wanting to change bookings at short notice - well if you go with a budget travel biz and don't read the fine print stop ya whining - there will be charges.
Take a mask, go on your "entitled cut-price adventure" and stop blaming everyone for your 1st world problems.
Customer service Lala is very good!
I booked one way tickets first and then change to round one. Nearly the same price shows online, there is very little changing fee, and I am very appreciated. Lala is very good , she is patient, and helpful, and solved problems quick!
Thank you to Marvin
Marvin was so professional and helpful when I rang to discuss our China Southern flights to China and how to cancel our tickets due to Coronavirus. Thank you to Marvin
Excellent assistance and help. I can't thank you enough for helping me Re-book my ticket
Excellent service amazing service. I highly recommend Aunty Betty and will use them in the future. They were fast friendly and super quick service. I can't speak more highly about Aunty Betty.
Refund of tickets to Wuhan without hassle
I had to cancel two return tickets to Wuhan, China with AuntBetty due to Coronavirus outbreak. There was very short waiting time when I called AB customer support line 1300 472 222. I was assisted by Enzo who was extremely helpful and kind. Enzo checked very carefully my booking and Cathay Pacific ticketing details and showed utmost sympathy to those affected by the virus. This is my second time booking with AuntBetty and both times went very smoothly. Full refund was issued this time without hassle. I will definitely book with AuntBetty again in the future.
Exemplary customer service.
I booked a ticket to Japan via Taiwan and had to cancel due to issues in relation to the recent outbreak. We're still working on getting the refund but I just wanted to call out that Djehll's service was above and beyond and that all businesses should strive to have people like her in customer service. Not only did she show professionalism, empathy and clear communication, she also demonstrated immense patience as I had her ask her manager questions multiple times. Really appreciate being looked after despite making a cancellations and I don't expect this kind of service in any other company. Thanks again Djhell!
Amazing after service
For somewhat reason, the booking system booked my flight ticket for an incorrect date. Upon calling Aunty Betty and speaking to Zel, she immediately offered to rectify the flight booking and waive any additional fees. Zel was very professional, polite and considerate on the telephone. Five stars to Zel!
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.
We booked a last minute flight from Australia to the UK due to a death in the family. I made a total stuff up when making the booking and I thought it would be a drama. It was anything but. They gave me a refund immediately. We are now back home and had absolutely no issues whatsoever. We fly frequently and would definitely use Aunt Betty again.
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
Easy to use website, fantastic prices. We have used Aunt Betty twice so far and the prices offered just cannot be beat!! Thanks Aunt Betty for helping us afford to travel more often.
Full refund and zero penalties due to Coronavirus outbreak (CZ)
I booked tickets to Europe via Aunt Betty on 11th August 2019 transiting in GuangZhou via China Southern Airline. My flights got reissued to the 15th Jan 2020 due to an airline schedule change. Due to the coronavirus outbreak, China Southern made a statement about full refunds for flights booked before the 24th January 2020 with flight tickets starting with "CZxxx"
Then I contact Aunt Betty about my cancellation refund and they complied with China Southern policies & statements. Usually as a third party company, they would charge a fee however this wasn't the case and I was very pleased about the customer service and prompt response from the team.
Requested refund and received good respond. I was very happy with their services. Javier was trying to help me. I was lucky that I did not need to wait for a long queue and went to the right person to talk to.
Nice customer service regarding to China Southern Airline issued notice for full refund due to coronavirus outbreak.
We've booked the tickets from AUNT BETTY 05/11/2019 for a plan to travel to China (on 02/03/2020). But since last year December, there is an outbreak due to coronavirus in China. We thought about cancelling our trip, and we know that AUNT BETTY can't do anything as they need to adhere airline rules. But on 24/01/2020 China Southern Airline issued notice stated that: all tickets booked on OR before 24/01/2020 are eligible for full refund and the ticket number must start with 784 (https://www.csair.com/cn/about/news/notice/2020/1dv5oniqv662d.sht...ml) due to coronavirus outbreak. Then we contacted AUNT BETTY for cancellation refund, and this is what we've recieved from AUNT BETTY: "In response to your cancellation inquiry, we have checked the latest Commercial Policy of China Southern airline regarding Corona Virus which is only eligible to those ticket been booked on or before 23 January 2020. Since your ticket was booked last November, it wont be applicable on your booking". Because there is a delay for the notice from China Southern Airline, so Aunt Betty does not know the latest policy. After they received the latest policy, they called me and informed us that the full refund is applied for cancellation. So they are processing my cancellation for full refund now. Waiting for the fund to arrive. Thanks for the prompt response and service.
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.
Service that Shines
I had booked a multi ticket to Colombo and then realised my mistake as the return started at 0005 midnight and so my calculations with days was out , I called within the hour but some rep there couldn’t help me and wanted me to cancel ticket and rebook online. I had forgotten to get a reference number and this time I called again and got a Jiro who went above and beyond to help me. He charged me for the changes but at least I didn’t have to go through the cancellation and rebooking again by myself. Goes to show there are people out there who are still willing to walk the extra mile for service. Thank you Jiro
Amazing service! Solved my issue immediately!
Thanks Ivs for your hard work in helping me with my booking issue. Ivs was clear and explained the steps to fix the issue and did so within 3 hours. Much appreciated.
Change flight date managed perfectly
I had to change my flight date due to my health condition. Aunt Betty team responded very quickly and efficiently on my email and request. Perfect job Aunt Betty t
Very helpful costumer services
Booking of our flights was very easy. The costumer services are absolutely fantastic. They did get back to me every time I needed their help. I highly recommend Aunt Betty.
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