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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.
Need to get in touch
Let's give things a try via this website instead of calling/filling out forms. I tried both for the last few days with no luck. I have a great experience with Aunt Betty in the past, easy to reach and clear communication, which is why I don't want to leave a negative review. I also understand and emphasize with the immense amount of messages Aunt Betty must receive.
However, I need to change my flight from Sydney to Amsterdam through Abu Dhabi with Etibad from the 28th of March to the 21st. And I know this isn't in the 4 days-limit you guys cl...early set, I do need to give my work my week final notice TOMORROW. So please come back to me as soon as possible with confirmation, I am happy to pay extra costs. Cheers and thanks for the help! Bart
ABY3103285 Reschedule Thai airway flights from Perth 14th March to the 13th March
I have requested previously to reschedule my flight from Perth to Bangkok on March 14, to March 13. I must arrive in Phu Quoc on March 14 2020 due to important training starting on the 15th of March. You have updated my itinerary to arrive in Vietnam on March 15th. This will defeat the purpose of traveling as I will not make it on time. Can you please reschedule this otherwise I'm going to have to put through a refund request
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.
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.
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