Helloworld online. Very very slow to respond to emails to redeem credit voucher
Given credit voucher in April 2020 for CoVid related cancelled Qantas flights from Sydney-Perth-Broome. We were initially happy with the credit.
Then trying to contact Helloworld online to redeem this credit to rebook the same route for same people.
NO RESPONSE to daily emails for 14 days. Credit voucher only valid for same route, airline and travellers. Not possible to contact via phone as they’ve turned it off.
FINALLY had an email response on day 15 and then took 24 hours to rebook our flights.
Paid a small amount extra of $114 to reboo...
Booked overseas trip before Covid and had it cancelled. They took a large commission from the airline refund and haven’t been very helpful in following up on other outlays. I wouldn’t use again.
Hello World rocks!
For a travel company these guys are hard to beat. I got my money back in under a week. Beat that. The Pandemic wrecked everything but it didn't faze them. Incredible people and an incredible Travel Agency. I am telling everyone about them and would definitely recommend them to anyone
Helloworld Travel Sandgate, Brisbane, Queensland. - Don't go there!
I cancelled flights and a cruise in March 2020 before COVID-19 was declared a pandemic. I received the final refund recently, just over 6 months after the cancellation date. The airlines were reluctant to speak to me directly as my booking was through a travel agent. I did however find out directly from the airlines that Helloworld (or their wholesaler) had only cancelled the flights in March and did not apply for a refund until July / August. Helloworld had not supplied any T’s & C’s or amendment fees at the time of booking. I was asked to pay...their wholesaler directly for all but one payment to themselves which the consultant stated was “a little bit for us”. They promised to “price match” the amounts I had given them, but it took me some time to realise the this “little bit for us” was the saving they had made on the flights (not passed onto me as a courtesy) plus an undisclosed fee of $220 for themselves. Helloworld still refuse to tell me what the actual refunds from the airlines were. This appears to be a closed shop where travel agents can scam more fees from their customers. One airline explained it as: “Please allow us to explain that when you purchase a ticket from a Travel Agent, they take a certain amount of that money and then the rest is deducted by an administrator and/or a consolidator and then ultimately the amount left is what the airline initially requests for the fare to be paid.” So, when you are told the airline has taken fees it is really the agent or their wholesaler who has deducted fees. This appears to be why Helloworld refuses to supply the exact amount refunded by the airlines as it would show just how dishonest they are. Helloworld has repeatedly referred to funds in their trust account but will not supply me with any form of reconciliation to show where the added cancellation fees have gone to. So much for having a “trust account”. Also, if you have any future credits owing to you a new booking has to be booked through the original agent which is just another agent rort forcing you to use that agent again. I also contacted the AFTA Travel Accreditation Scheme (ATAS) who were not interested at all so I can only assume it is just there for its members. The ATAS representative rejected my complaint with a copy/paste from its website without even considering the issues raised. The travel industry needs to be overhauled to make it more honest and accountable and to drive out the grubs who have used COVID-19 to gouge undisclosed fees from innocent travelers. Step up ACCC or is it too much to expect you to do your job!
NO information - communication - service
We were advised by our friends and family to book our flights through a travel agent as that would give us security.
I am still waiting for information regarding my booking to Ireland. We have been emailling and calling Helloworld for information.
I have been checking the Australian Government Smart Traveller website and it is still at DO NOT TRAVEL. It has been reported in the media that passengers may not be leaving Australia before 2021.
When we booked our flights there was little to no concern for COVID 19 and it was not a declared in...
Service Well Below Standards; Non-Existent Communication on Qantas Refund
After cancelling international Qantas flights in March we are still waiting on refunds for fully refundable tickets 4.5 months later. Hello World has been absolutely hopeless. They have not communicated any updates on the status of processing the refund. A number of emails were sent seeking clarification on the refund payment process and requesting Hello World to resubmit and/or follow up Qantas for the refund. All emails seeking action or information from Hello World simply resulted in emails from them focused on how hard it is for them person...ally during COVID19 and how there are "lot of others still waiting for refunds", but no specific information that related to the our particular refund or what was happening generally to seek refunds from Qantas. Originally we were told that the standard refund period was a 4 month wait for a refund from Hello World (this is their pre-COVID19 standard apparently). Regardless, after waiting over 4.5 months, Hello World has no taken action nor provided any useful information. I contacted Qantas directly, to be advised in writing that they had never received any information from Hello World. I then followed up Hello World requesting they provide Qantas with the information required to process our refund. Still nothing. After threatening further escalation that could include legal action, Hello World suddenly advised that in a few more weeks a refund should magically materialise with no information supporting the sudden date change. When did this date change occur? Why was it not communicated to us previously? On what basis has this new date determined? I then received a phone call from a Hello World manager who only wanted to talk about how emotionally difficult COVID19 is for her personally. Needless to say, I said nothing and just hung up as I am only interested in factual information that could assist with Qantas issuing a refund. She then sent me an email stating that she would not provide any service to us, because apparently Hello World doing their job is conditional on customer's providing an emotional counselling service to their staff. The same manager implied in an email than my emails seeking clarification or action were abusive. They certainly were not and were simply normal business communications on the matter. Further phone call after phone e call apparently wanting to tell me all about the emotional toll COVID19 has had on her personally but never to address the factual matter being sought to be resolved. We are now caught in a loop and have been forced to raise this matter with the ACCC and other bodies hoping at some stage Qantas can process our refund so we can eventually resolve this matter. The service and attitude of the Hello World staff is just appalling as they do not appear to see that their job includes undertaking any actions to recover refunds from suppliers on behalf of their customers or to even provide basic communication to their customers on what is happening regarding seeking refunds. Emails and phone calls are completely unprofessional, bizarrely unprofessional quite honestly. This experience has taught us that never again will we ever book anything through a third party as we would have been better off to have booked everything directly so that we could pursue refunds directly with the suppliers ourselves. (ZERO STARS)
Still waiting for airfare refund after 16 weeks with very poor communication
We booked a holiday to Vietnam in late January 2020 (for travel in July 2020). In April, when it became apparent that the trip would not proceed, we requested cancellation of airfares (in excess of $10K) and the tour in Vietnam (through Peregrine). To date we have not seen any money reimbursed for airfares (plenty of delaying emails) and an offer of a credit for Peregrine which, in the present environment, is of no value. The airfare refund offered is lacking in transparency and purports to withhold amounts that have no objective basis. We continue to receive holding emails from Hello World which inspire no confidence whatsoever. The whole matter has been handled very poorly.
Helloworld Travel Norwood, Adelaide, South Australia
Abusive, bullying and intimidating customer service by the owner himself. Promised a full refund but when I tried to make good on this promise Would not process my refund unless I agreed to $1500 in cancellation fees for a service that could not be provided because of the international travel bands. Tried to discuss “frustrated contract” with the advice from Consumer and Business Services resulted In being banned from phone contact the next day. Deliberately delayed and mislead me. Taking full advantage of COVID-19 pandemic. Ignored every opportunity to resolve the matter even after involving several managers from head office. Owner does not care about his customers or his travel agency reputation at all.
We booked a holiday to Bali through hello world Belmont prior to COVID, we booked with Ashlea and she was so knowledgeable on where to go and stay and got us an amazing deal, fast forward to a month before our holiday and COVID hits. Ashlea kept us up to date with what would happen with our money and was always contactable in the period leading up to our travel. I couldn’t recommend her or the helloworld Belmont team highly enough.
Kempsey Travel and Cruise
I use to book through this office with a very long standing genuine staff member who was just recently made redundant while others much shorter in their role kept positions. An email received back from the manager was quite snub who has always been rude. I’ve rated doing business here for many years and have put thousands in travel through the business due to this one staff member. The manager in all dealings has always been quite rude, and this latest situation has left a bad taste in my mouth. Clearly could not care less about losing my business and taking it elsewhere.
If I could give half a star I would!!
My family booked a trip to Bali in 2020. I booked through Helloworld. When Covid-19 surfaced I asked for a refund as we could not travel due to government restrictions. I was told I was not entilted to a refund. Then my flight was rescheduled to 1 week later. I advised these new dates did not suit me. Helloworld failed to tell me of the reschedule or cancel. When I questioned this I was told you can't travel anyway so I didn't feel there was any need. Their customer service was well below average. The Director belittled me was rude and blunt. I am being told my only option is a credit and the thought of having to deal with them again makes me sick. Do not ever use Helloworld campbelltown NSW!!!
Don’t use this company
Not even worth the one star rating. Helloworld won’t refund my money despite my trip being cancelled. I was told I’d get a full refund but they’re keeping a fair chunk of my money for a cancellation fee despite me not cancelling. They also have next to no communication with their customers. Do not use this company. Other companies are doing the right thing by their customers so choose them and not Helloworld.
Booked our holiday before the corona virus. Over 3 months ago. Now all these places are being closed, Israel being one. Our flight was cancelled out of Israel, but the flight there and the tours in that country have not yet been cancelled. So we have to go or cancel and not get a refund. I’m really not looking forward to going on my holiday anymore. Being quarantined in a foreign country is really making me nervous. But the fine print says you cannot cancel due to a pandemic. So i either go and risk my health and be quarantined. Or lose $10,000.... Believe it or not that $10,000 was hard for me to earn. Whoever added the no cancellation because of a pandemic should be kicked in the teeth. But this effects the small business I work for if I’m quarantined, my family is worried.. so it effects more than just me. If anyone has any ideas on how to handle this please let me know! :(
We booked our holiday on The Ghan through helloworld. Everything was arranged for us, and the accommodation was excellent. All additional tours were organised and trouble free. We will book through helloworld again.
Waited a week and a half for a response to me request for flights and accomodation. Nothing! Went elsewhere. These guys are on commission so don't expect them to be around for too much longer.
Excellent customer service.
Booked a cruise and have received excellent customer service, answering any question promptly via email or in person. Haven't been on the cruise yet but I expect it will be wonderful.
No idea how to organise a holiday
We are going in a royal Caribbean cruse at Christmas and the rooms are not sorted and the boarding pass system did not work very well. One sale rep said one thing the next days something else it sit not an easy Holliday experience
Go straight to the airlines.
Cant agree more with a previous reviewer. Booking through an agent gives me nothing but issues. I made the mistake of booking flights to London through Hello World Moe. All it did was make my life more difficult. Rude sales people provided terrible customer service if I needed to make any changes and even when I tried to purchase an additional ticket!!! Never again. Just go straight to the airline.
My inexperince daughter booked her first flights at Hello world North Richmond. Gaurada had them for $735 she got charged $ 950 she is only young thought the flights had gone up. I called the manager to complain she stated she had done her booking cheapest flight $850 and $100 booking fee my daughter said she wasn't told about the booking fee being $100 dollars. They took advantage of a young inexperience girl shame on you.
Pollies travel agent of choice.
If you are a corrupt politician seeking tenders for your departmental travel, then this is the agency for you. Helloworld are keen to give your family free travel in return for that $1 Billion contract.
Questions & Answers
On your booking terms and conditions you state you are "liable for booking and advisory services" and that "you should obtain and read all of the third party travel providers terms and conditions". As the third party in my booking was Seven Oceans Cruising and their website is only available to log into by a Travel Agency their is nowhere to obtain their Terms and Conditions. Where do you suggest I get them from?
Had a holiday, flights, rail journey, some accommodation ,tours and car hire booked but because of covid it was cancelled. We now find ourselves in the situation we cant travel through poor health but are having trouble getting a refund have been offered vouchers but after getting medical certificate have been given a partial refund for which we are grateful but they are still holding money for future travel
We are waiting for our bookings to be refunded by Helloworld. Qantas premium economy flights and accomodation in the USA . I cannot understand why this is taking so long. I have contacted Qantas and they say it is an issue between the Agent and us. We appreciate the agent will keep a 10% cancellation fee even though we technically didn’t cancel as the government shut down all international travel. We were supposed to fly at the end of April ...still waiting with very little communication from agent. Will never use a Travel agent again.
Where is the refund?
Kathy C we were told approx 3mths been 5mths now.
Probably find a vaccine for COVID before we get any refunds from Helloworld!
We have received our refund recently from our travel agent which is part of Helloworld. We were shocked to find that they had taken 11% in their charges from the refund. We were told by our agent that we could claim these losses on our insurance...NOT TRUE....I have checked with our insurer & they state that the claim will not be paid due to the pandemic clause. We did not cancel either as our flight was cancelled by Virgin & cruise cancelled by NCL in late March. WE are retirees & have been using this travel agency for over 10 years but I will think twice before we use them again. We cannot afford to lose so much money through no fault of our own.
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