Still waiting for refund from March :(
After spending over $2000 each in Australian dollars with this company back in February, the majority of mine and my friend's Australia tours were then cancelled as a result of COVID-19. Firstly, a member of their team informed us we would only be entitled to a 50% refund despite the trip being cancelled as a result of COVID-19 (a.k.a completely out of my hands and) and despite the t's and c's stating if a trip is cancelled by the tour operator you will receive a full refund minus 20% admin fee. We reluctantly agreed hoping to get at least some...of our money back. We were then informed that the refund had been confirmed and that we would receive said refund in 12 weeks/3 months. I considered this quite a long time considering I received airline refunds in a matter of weeks but I gave them the benefit of the doubt. After 12 weeks we were informed the refund date was being delayed by a further four weeks. This continued to be pushed further and further back. It is now NOVEMBER (8 months from the date my tours were cancelled and I was told I would be refunded) and there is no sign of any money being returned! Staff have stopped replying all together to any of my emails asking for an update and the company seems impossible to contact! The only way they seem to be responding is if you show interest in booking a new trip! I understand it is trying times for the travel industry but the lack of communication has been appalling.
I booked a trip in April with them, I never went because of Covid, but I have to fight to get some of my money back. They're thieves! Jetstar tells me that they give me back 100% of my tickets and Peter Pan tells me that they can only give me 80% even though they didn't do anything about jetstar having to buy the tickets and then let him sort it out with the airline to cancel the tickets. They still haven't refunded me and it's like with many of their customers. They keep pushing back the refund deadlines all the time! We've gone from 12 weeks to 16 and I still haven't received anything. They are incapable and steal from people, don't book with them!
No answer, cancellation and refund
I booked a tour, but due to the COVID-19 it got cancelled. They wrote me my options and I decided to get a partial refund. Since then I didn't hear from them.
Hostels wrote me that I should check in online and after asking them if the organisation hadn't informed them that the tour got cancelled, they just answered no, they had no idea.
So let's see if I hear from them any time soon...
The most incredible trip and could not fault any of the staff
We booked the 37 day East Coast package and I could not have been happier. All the tours, hostels etc included were all of a high standard, and when we encountered issues due to weather cancelling, and a pandemic meaning an earlier flight than expected ALL staff throughout the process of booking to helping us change our booking, to helping us get refunds have been absolutely faultless. Could not recommend this package or company more!! Thank you!
Great service from Dave.. would highly recommend!
Myself and 2 friends booked our 4-week Australian east coast trip with Dave through Peter Pans. He was very approachable and tailored our trip perfectly to what we were looking for. The experience was very relaxed and Dave was not pushy at all, something which we were wary of before approaching these types of travel companies. We feel we have included all of the main hotspots on the East Coast including Byron Bay, Whitsunday Islands, Noosa and the Great Barrier Reef, and all at reasonable prices within our budget. We also booked onto a skydive at the end of our trip with a company with close ties to Peter Pans. Dave was a top bloke and really knew his stuff (it also helps that he’s a Yorkshire lad!).
Tom, Rob & Scott
Best travel agent in Australia
Myself and two other friends have just booked our one month trip up the east coast with Peterpans. Our first visit was just to get some further information about the destinations we wanted to visit, and we were advised on all the different places to suit our own needs with no pushy sales like many other travel agents. We then went back for a second visit a couple of days later to put our deposit down, which was equally as straight forward. Big shout out to Dave as well, he planned the whole trip out for us and made sure it was suited to us specifically rather than just the typical east coast holiday, an absolute asset to the company. Thanks guys.
Waste of money. Unrofessional staff
Peterpan queenstown. Dont get trapped into there words. Nothing sweet at all. Our trip was cancelled due the bad weather, even though we checked before we booked if the refund will be made. They assure that full refund will be made. I have sent few emails. And send the documents also handed in person. Until todate no refund has received. When I contacted they refund less than they confirmed. More over they wanting us to arrange the hellitour instead the refund.
Helitours can be booked just with the glacier
glacierhelicopters or directly they dont charge until the tour is completed. Why would you trap to them. Save your money.
Huge Thank you to Ida - Peterpans @ Surfers Paradise!
We have recently booked our end of the year road trip from Cairns to Sydney (including Tours to whitsundays, Fraser and Great Barrier Reef) and had the best help from the agent Ida - Peterpans at Surfers Paradise. She was so nice and helped us plan exactly the tour we wished for. Definitely would recommend to go there :) ! As two students from overseas we really appreciated someone who understood what we wanted and who could give us some insider Tipps on where to go and stay!
Huge thank you to Melissa!
I recently planned my trip to the Whitsundays with my husband and had a lovely German girl named Melissa from the call centre on the phone arranging everything for us - from flights to tours and accommodation. can’t wait to book our next adventure!
Be careful, agent [Name Removed] super bad one.
I emailed a couple of times with [Name Removed] because of a booking to go to Snowy Mountains. I asked more than 4 times about extra costs and this lady's words were: "extra costs are booze/drink and ski hire.
2 days prior my trip I call and after leaving me on hold for more than 15 minutes with a quite bad attitude I come across that there was an extra cost of ski tickets and according to her I only asked about the package which I didn't. I wanted to cancel the booking and I found out without knowing that they had a 30 days cancellation policy!!!! and I booked 2 weeks before. I am truly astounded about this situation.
If you go with Peter Pans do it but don't ever trust this lady.
Do Not Book With Peter Pans
We found a deal online for 2 nights on magnetic island for $59. When we selected this it came up cheaper at $47.50. As we were unsure we thought we would just ring them and confirm a few things, it was in fact $59 for the 2 night special on magnetic island (this was fine as its what it was advertised). Me and my boyfriend booked with the lady while on the phone, who never said that was per night nor is it advertised anywhere that's per night. As we were together she said the total came to $118 and asked if we were paying together or separately....We asked to pay separately and both got charged $118!! That's not what was advertised, nor was we informed while on the phone that was each! Absolutely fuming! Gone into their shop to help us out and get our money back to be told that we were charged right as that's the price per night and they know that, not that they could even find anywhere we're it says per night! Absolutely false advertising! Could have booked the whole trip cheaper our self! So do not book with peter pans! Completely false advertising! Money grabing!
I have been mis-sold a product in Cairns, Australia
I had a bad experience with Peterpans travel, I have been mis-sold a product in Cairns/Australia couple of weeks ago. I wrote to the customers services and didn't hear anything back. I wouldn't buy from them again or recomend this company.
Be very careful when booking with Peterpans tours.
My husband and I recently had a few nights in Cairns. We decided to book a bus trip with Peterpans to go to Port Douglas for the day. The booking was done by phone. The sales person was very quick to take our booking and our payment by credit card, quoting pick up and drop off times etc. my husband requested a confirmation email and voucher to give the driver and it was done
The next morning we arrived at the front of our resort. After waiting 20mins we decided to call Peterpans. A different person answered and checked our booking but said we h...
We booked Fraser Island (2 days), a 15000 ff Skydive (Cairns) and Great Barrier Reef (1day) with Peterpans Adventure in Byron Bay. Rhodé did an awesome job helping us. Even after purchasing the tours, she kept in touch and she helped us even more with other questions about other tours/Australia. Thumps up!
Don't Book With Peterpans!
PeterPans is the most unprofessional and incompetent company, whose one and only goal it is to sell you something and not to consult and advice you correctly, I’ve ever met in my life.
Let me tell you my experience with PeterPans and let me help you to avoid booking with PeterPans.
I stayed in the Summer House Backpackers Hostel in Cairns and planned to book a few tours for my east coast trip going south. I was looking for a Diving trip to the Great Barrier Reef, a 2-night sailing tour to the Whitsunday Islands and a Skydive from 15,000 ft....I sat down with the next best travel-agent at the PeterPans travel-desk in the hostel, to get some input of choices I have and how much money I would need to invest in these three activities. After half an hour contentless talking of the travel-agent, I tried to decide between all these different but very similar options, I had for the diving trip and the Whitsunday tour. After another 15 minutes of taking decisions, I finally got a first price (880$) which already should be a special price. A few clicks later, without asking for any discount at that stage, he offered me exactly the same package for 860$. But because I’m booking three products together, I did ask for a higher quantity discount. And here we go, 843$ should be the last price he mentioned. It’s interesting to see that it takes 45 minutes to actually get a quote, but it takes two minutes to drop the price from 880$ to 843$. I told the travel-agent that I’d like to get some other offers for comparison and will be back the next days. He seemed upset and just replied I should better book soon, because that’s already a very very good price. I felt pressured in that moment, what actually made me more unlikely to book in that moment – luckily! I did do some other research and received a few other very good offers from other agencies. One of the travel-agents in the Summer House Hostel in Cairns, also lived in that hostel and was involved in the evening entertaining. He kept asking me all the time how my travel plans are going and pretended to be my best friend. I told him about my research, and that one of the other agencies could offer me almost the same package for 750$. He felt extremely challenged in that moment and told me that he can beat that price. He asked me to the travel-desk, at 9:30pm to make me a much better offer. And indeed – he could offer me exactly the same what his colleague was offering me for a special price of 843$, for 700$ which was a big difference to his colleagues last price! I was surprised of how much wiggle room there is but also started to feel very confused and deceived. In the same moment he also mentioned that this offer is only available right now and I would have to book right now. For me everything just started to look like a sales and bonus-orientated system with a big „wiggle-room“ or margin. By putting more and more pressure on me, to make me book right now, I declined to book in that moment. I told the 700$ offer another agency which could beat that price. I finally went back to the PeterPans travel-desk and just asked if they can sell me the package for 670$ or less – and you won’t believe it I got offered the exact same three products for 670$, even though 700$ should be the ultimate super amazing last price which I needed to book in that moment because the next day it would be more expensive – crap.
Terrible booking experience
When we required to cancel the booking ,even by several days before the departure ,the staff said we had to paid for it if we can’t change the date,but they didn’t tell us in advance or show it on a booking confirmation when we booked ,it’s unbelievable!
The trip company they booked for us can allow customers free cancel up to 24 hours,I don’t understand why they rejected our requirement?
How could we book a trip from they?
The reviewer stated that an incentive was offered for this review
Lack of informations and bad service
I booked my trip to Cairns and Whitsundays through this agency, as I wanted to do a lot in a small amount of time, and thought they could help me out finding the best deals. I'm all over very happy with my trip, so nothing wrong there. Well almost nothing.. My agent booked me into Gilligan's in Cairns knowing I had to get up very early each morning, and she did not tell me, it is a party hostel. I was very upset about not being able to sleep because of the loud music playing throughout the entire night! I understand it's popular, but you should...warn customers about there things. The worst part about booking this trip was all the lack of informations! I had to send soooo many mails for her to answer my questions, and I had to force the flight information out of her. I never got any information about my bus from Cairns to Airlie Beach, so I had to call the greyhound company, as my agent just stopped answering my mails. I'm very disappointed with the level of service, and I will NEVER book with them again!!
Ķobe was a great host, enjoyed talking and planning our trip with us. Fun to visit their travel agency, nice vibe. Like you are talking with friends.
Kobe tried to listen to what we wanted, also if we wanted to skip something, he didn't push us. He even took more time after the office was already closed.
Hope it's gonna be a great trip!
I booked a package from peterpan including Fraser, magnetic, Great Barrier Reef and two days in paradise.It cost me in total 1735 dollers including a discount of 250 dollers as say said. Book it with another travel agency and it cost 1000doller! The even don’t want to say how much each booking cost although another agency uses the same system and she convinced me that it is easy to find out. They betray and I would not recommend them
Questions & Answers
I booked a trip to Thailand through peterpans for March this year but obviously due to Covid it was cancelled. The company they put the tour through with open dated my ticket, and when I asked for a refund they said it should be fine but I need to contact peterpans directly. Is anyone else having massive struggles getting in contact with them? It’s been 4 months and I’ve sent countless emails. Their telephone numbers don’t work and they aren’t replying. I need to get my money back this can’t be okay surely!? Really starting to struggle now.
I have a trip booked up the coast next Friday but unfortunately I may not be able to go but it's not 100% yet. I am wondering is there any refund if I can't make the trip?
TysePeterpans Adventure Travel
Thanks for question. In order to look into this for you, can you please contact our Call Centre on 1800 669 424 or email@example.com and provide them with details of your booking.
We look forward to hearing from you! Thanks!
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