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
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
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.
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.
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.
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.
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
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
Lovely staff and always super nice and helpful. Very knowledgeable :) Really very helpful!
My experience in booking tickets is way too easy. Reasonable price with practical terms and conditions.
Thanks to Aunt Betty, it didn't cost any extra fares and charges. It saved me! Very trustworthy!
What a seamless transaction.
Bought first time an Air ticket for travelling in January to overseas & within 2 mintues i got my itinerary & confirmation e-mails without any drama.
Double check with Emirates's website found all good.
Now love Aunt betty more than my real aunt:)
best price and easy booking
Read a lot of online reviews of this booking company, most of them not very complimentary but decided to go ahead anyway, mainly because they are an Australian registered company and that at least affords me protection under Australian consumer law. The price for a Melbourne to London return trip was the cheapest available and about 15% cheaper than going direct to the airline. The booking process was pleasantly easy with very few "drip feed" add-on costs and the booking was confirmed almost immediately with an airline booking reference. I p...lugged the booking reference into the airline website and my booking came up immediately as confirmed and was correct in every aspect. I have used more expensive booking services and full service travel agents and my booking was not confirmed as quickly as this. So for me the experience has been pleasantly positive and I would use Aunt Betty again.
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