Reviewer Photos & Videos
Waste of Time
Went in to see if we could get some destination suggestions at their Mornington Office…They didn’t have any!
All they wanted was for you to tell them where you wanted to go and they looked it up on the internet!
We could do that!
We were told that they would look up cruise options for this year and call us back……No call!
Every question was met with a shrug of the shoulders.
Appalling and Abysmal Customer Experience
Firstly, if I could rate the service with negative stars as being a regular customer for the last decade. Definitely, my recent experience confirms the chronic and systemic service quality issues in general with HelloWorld. It seems that the franchisees who are running the show without any audit or survey from the head office, to the detriment of their brand reputation, if there's still one! I have been to HelloWorld Dandenong a few weeks ago for the reactivation of our tickets (my wife and daughter). As Thai Airways were resuming their flights..., I contacted one of the managers, who asked me to wait for a few days the time for them to re-establish contact with Thai Airways, which I did. A week after, I printed a new itinerary with new rates via the Thai website and asked the agent to re-book the tickets. The latter agreed and requested that I paid the additional amount representing an increase in fares, which I thoroughly understood and paid. The latter sent me via email the itinerary on the same day but not the tickets. I believed that it was too early for him to send me the tickets. About a week later, the same agent called me at night to inform me that the tickets needed to be re-booked within the same class, which I didn't understand as the tickets were initially booked and re-booked in economy class. He also asked me to send him a copy of the initial tickets issued in 2019, very strange but I did. Another week later, the agent called me again in the evening to inform me that the departure date was not available anymore as Thai Airways did not confirm the tickets and to change the date, which according to him was not a big deal as inconvenience could happen at anytime. I insisted that the schedule should be maintained as I had already booked all the hotel rooms and trains tickets for our Eastern Europe trip, according to the date we agreed on. I spent nearly an hour over the phone to explain the implications of altering the departure date but to no avail. The latter put me against the wall by telling me to do "whatever I wanted as this was not his fault but Thai Airways one". And also to contact Thai Airways if I was not happy with the date that he provided me with and he was not ready to pay the current fare, which has further increased in the meantime. I have never seen a travel agent taking full payment for tickets but not issue them or forgot to confirm them, which I suspect happened in my case. I am wondering how these people are still in business and I might have an explanation, which I prefer to keep for myself. The day that these sort of practices will back-fire, we will all hear about it. In the meantime, make hay while the sun shines as this won't last forever.
Rude and traumatising experience
The purpose of this is not to be rude or belligerent, because I genuinely understand the pressures and challenges staff are facing right now, but given the extremely traumatising experience I had this afternoon with one of the staff members here, I feel people should know so they can avoid being similiarly treated.
This afternoon I went to helloworld Dapto with my Mum and saw Simone Waine to ask a simple question about travel insurance, and whether a travel agent is able to offer competitive prices for flights compared to online. Her demeanor...at the beginning struck me as very uninterested, wanting to get rid of us in a hurry. When my Mum asked her why we should go with a travel agent instead of booking ourselves online (not at all rude, just asking her to sell us on her service, on what the benefits of a travel agents are), she became angry and said, 'I find that quite offensive. I'm so offended that you would say that after I've worked in this industry for 25 years, and you're basically asking me why I'm needed.' She stomped into the back (she was the only one there), refused to talk other than to hurl angry and bitter words, calling my Mum offensive, and tried to throw us out. We tried and tried to calm her down, tried to explain that's not what we meant, but she refused to listen. Just told us to go away and book our flights ourselves, that she wasn't there to offer us free information. Finally my Mum left, in hopes that she would calm down and at least talk to me about our trip. When my Mum left, she kept saying rude things about my Mum, and about how offended she was, and I just sat there stunned at the tirade. Finally, I managed to get my question out, couched in the least offensive terms I could think of, and she tried to ignore my questions so I would get tired of asking and leave. But I kept at it, and finally she agreed to look up travel insurance prices for me. She was clearly upset at me and didn't want to serve me, and the incident really hurt my Mum both physically and emotionally, that she was thrown out and not even allowed to clarify that was not how she meant it! Even now it makes my stomach churn to think of how rude she was. I hope this incident can be dealt with appropriately, as Simone Waine clearly isn't cut out for customer service. I'm sorry to say that as a result of this incident, we will be going elsewhere with our questions, and not come to HelloWorld again. What started as a greatly anticipated appointment to discuss our travel plans and get help with a dream trip after being stuck here at home for two years, turned out to be devastatingly traumatising, and I feel her treatment of her customers shouldn't go unnoticed. I would hate for her to ruin other's travel planning experience as she did ours.
Golden Square , Very Average and Incompetent
I have booked 3 Holidays with them . They all had issues of some sort . I think the worst was the attachment of a cancelled Travel insurance with my final tickets .(Which I didn't cancel)
When queried it was a rather pretentious attitude I got from the owner.
Steer Clear from this place .
Luckily now , I have found another local travel agent who is willing to go the extra mile
Do not recommend Helloworld Sunnybank Hills
Went into helloworld sunnybank hills looking to potentially book with them. Told the travel agent roughly what we wanted. The response I received was no, I can't do four countries in 4 to 5 weeks in Europe. She then proceeded to tell me to only go to two places. She also wasn't able to help at 2.30pm because she was leaving.
Lack of customer service
I dropped into a Helloworld office today to ask what the current covid rules were for flying into NZ then back to Australia. I was advised that they would only tell me that after I book a trip with them...
All I was after was some information and then would have happily taken a quote from them. Needless to say, I will not be considering them for any travel plans now or in the future.
Don't bother with helloworld. Just go straight to the airline and save yourself the money.
Booked some flights for a long weekend through helloworld as it was the same price as going through the airline anyway. Paid for the flights and 4 days later they call me to say "something" went wrong and they couldn't process my order even though they already charged me for it. They said they would have to re-book my flights, but that the prices had gone up and it would cost me an extra $200. Which almost doubled the price of the flights! They couldn't even tell me what caused the problem and said that there was nothing they could do, except t...o either find new flights for me and charge me the extra amount or refund my money. If I had just purchased them through the airline I would have saved myself a heap of money and stress. Oh and their system doesn't account for underscores in email addresses. So it must run on an Operating System that's based on a "tickle me elmo".
Very poor costumer service
I've contacted an agent to book a flight with a long stopover for me, but as she couldn't find a flight with a long stopover, I thanked her and booked myself a 18h stopover flight through the airline website. To my surprise this was her ironic answer:
"I wouldn’t have thought staying in an airport for 18 hours would be a good option however I could have also provided this to you. Please don’t keep our store’s details for your future travel enquiries."
I wouldn't contact Helloworld again or suggest it to anyone due to its poor customer service.
Terrible and Unconscionable Conduct
My Mum Aunty and Nanna have been ripped off by Helloworld Redbank/Booval. They spent $50,000 on a dream once in a lifetime trip to Europe. Then Covid happened.
2 years later and the agent at Helloworld is holding my ageing mum and nanna to ransom. This is a lifetime if savings for pensioners and this conduct from Helloworld is unconscionable.
My Mum is exhausted from trying to get honest answers. Unable to use the insurance that was provided by Helloworld and unable to use the return airfares to Euope. Unfortunately due to my Nannas age it's too risky to fly to Europe during these covid times.
I would avoid booking any travel through Helloworld. There is a lack if transparency, honesty and support.
Shame on you Helloworld.
Won’t refund our money
Wow I can’t believe I’m not the only person Helloworld has ripped off. Air Canada sent me 3 refund receipts in May and July confirming they had refunded our $7850 to Helloworld after many emails to them (Helloworld) they said they don’t have our money air Canada has it.
So today Sunday morning I spent quite a length time on my mobile phone taking to Air Canada and they said they can confirm Helloworld have our money. I can’t believe the lies they spin. So I have given them 7 days to pay or I will begin legal action against them.
After many years of dealing exclusively with Helloworld Edgehill it became a nightmare when the consultant looking after our holiday and business travel needs was made redundant due to covid-19 and the owner took over managing the substantial funds held by Helloworld on our behalf for future payments and the six live bookings we had that would subsequently be cancelled over the following 6 months due to border closures. At all times we have been patient and understanding however all departure dates have now passed and the only credits we have m...anaged to get are those arranged solely by ourselves. Some tour company policies would not allow us to deal direct with them as we had booked through a travel agent and Helloworlds failure to communicate with them meant no credits or refunds and in addition to that we are still waiting for a reconciliation of our funds they are holding for booking payments. Be warned - Great service in the good times – Total neglect when things get tough.
We had to cancel extensive travel bookings due to covid. Travel agent lied about reason for delays to obtain refund for over 12 months then went into liquidation.
Qantas confirmed our flights to Europe were never paid for, where did our money go?
This company needs to be investigated.
Worst service I’ve ever experienced
Hello world Wodonga a bunch of rude people. They say you write nasty emails when you ask questions. Don’t email with updates and when you email them they get mad. Still haven’t got refunds. Took massive chunk of our money because of covid for themselves and lied about it.
I asked questions and the owner replied with this? I was not rude and her personal life should not be a customers concern. Never again.
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.
Questions & Answers
Should Helloworld provide an eticket to confirm that the booking was made?
Tried to contact airline but they need an eticket. Redbank Helloworld not assisting with refunds. Only keen to rebook $50k of travel but can't use airline credit as it was an international ticket. Surely there are funds to be refunded?
My Mum booked a trip to Europe in 2020 with Helloworld Redbank/Booval.
Spent $50,000 as it was for her Mum (first time overseas) and sister as a special occasion and has been told that she won't get a refund. Flights with Qantas and Finnair. They also had travel insurance through the same Franchisee.
Helloworld claim that the flights can't be reused as they were a special fare. Surely under the circumstances of a world with Covid these could be refunded?
The river cruise allegedly can't be refunded either? I find this astonishing and unbelievable. Someone is profiteering from this and unfortunately to pensioners, this is life savings, and a dream once in a lifetime trip which is now a disappointing battle with Helloworld Booval.
ACCC and Helloworld Head Office have been contacted for support.
If nothing comes of this then they have to pay more money to a solicitor to try and recover the costs or at least part of it.
Can you claim via insurance?
Unfortunately not. Apparently. The Travel Agent at Helloworld who sold the insurance product said it's not claimable as they didn't leave the country. I find the whole thing extremely difficult to obs...erve. My Mum is in her late 60s and her Mum is in her late 80s so I'm trying to help as they feel helpless.
No, stated will only pay unused portion which roughly amounted to approx 1/5 paid, then agreed to leave full coverage available for re booking but now can’t use or claim anything as they can no longer...go overseas and the insurance was international only.
Is there anyone out there????
Helloworld Mandurah has our Qantas and United Airline flight credits as a result of Covid.
There is a vacant office with a sign on the door with contact details. The phone number is switched off, and the email is non responsive. We have tried contacting them via Home office, but only messages are taken and again, with no response.
Last September we were able to redeem some Qantas Credits, but since then we have had NO RESPONSE whatsoever to our request for a statement showing the balance of our credits and also how we can redeem them, since we cant contact anyone. We have tried EVERY avenue to get a response, but in all cases, no reply or response from anyone. The airlines just refer us back to the nonexistent travel agent, Helloworld.
How do we get our credits so we can use them before they expire?
thank you, Toni
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