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.
- Verified customer
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.
- Verified customer
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! :(
- Verified customer
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.
Expensive than other agents and cant use helloworld giftcard in helloworld website
Cant use Helloworld giftcard in helloworld website or through phone, what the hell? so you have no other option other than booking in the store. So went to the store they are charging more than other travel agents and $11 on top per head unbelievable.
Overseas travel bookings the easy way!
I chose helloworld to book my first ever overseas holiday. helloworld at Semaphore were very helpful. I dealt with Liz who was patient and understanding and managed to work out an itinerary which allowed us to do all the things we wanted to do on our holiday. A last minute change to our itinerary was met with a positive response and Liz made it happen without fuss. I would definitely recommend helloworld at Semaphore if you are looking to book travel.
No support little service
Poor service considering Hello world Tuggarah are in a service industry. Attention to detail missing, not transparent with bookings and the client does all the follow up. Poor communicater also. I could not recommend.
Poor service and communication for sure they don’t call you back when you have asked for a quote. Could not give me an itinerary of my trip before booking. Once I walked in to pay the lady was shocked that I even came back and had no idea what to do or prices to pay. Post paying nil further communication despite requesting an itinerary multiple times. Not happy and we haven’t even left yet
Questions & Answers
We are entitled to refunds for our Emirates flights from Brisbane to London that were booked for July. Why wouldn't we be able to receive a refund for the $200 for seat reservation?
Also our HelloWorld is charging us $220 for them to arrange the refunds etc. I thought Flight Centre wasn't able to do this as per the ACCC so why can HelloWorld do this?
I paid $5600 for flights to Malta. I am getting a refund of $4770 from Emirates but Helloworld are keeping the other $830 for their commission and fees!!!!! They offered to hold this $830 as a store credit to use on anything in the next 2 years. I could have had the whole amount as a credit but who knows when will can fly again. Not happy but cant be bothered fighting them. At least I am not technically losing money. Will never use a travel agent again. Directly through the airline in future.
I had flights cancelled by Finn Air and Qantas for flying May 16th due to Covid 19. I don't seem to be able to get a clear answer as to when we will receive the refund from Hello World. Flights were cancelled in March by the airline. Can anyone tell me?
The QANTAS flights that I booked and paid for have been cancelled, so I want a refund. I have tried to call Helloworld's Online Team on 1300722501 but they do not answer the call. After listening to ringtone for 3 hours, they kill the call without answering. I did that twice today. Six hours of listening to ring tone for nothing!!! How can I talk to someone at Helloworld?
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.