Unreliable, scammed or an unfit business? Terrible communication. Suggest using smaller business
Travel experience was OK but the Whitsundays tour was heavily impacted by a cyclone. The Wings company refunded Peterpans but we have been chasing a refund for 18 months!!!! This was pre-COVID. Essentially they have profited from our poor experience and left the company who actually ran the tour out of pocket. No communication. No explanation. Very poorly managed.
30 plus year old 4WD with broken air con driven by a manic non stop talking driver. He took delight in throwing passengers around on the beach drive avoiding soft sand he said. It gets worse, we stopped asking him about the trip as he had to include his wife kids where he lived how broke he was etc etc. in every conversation. We spent 4 hours going over the roughest washed out pot holed corrugated horrendous dirt tracks and all we saw was 2 dingoes a dead turtle, a lake, and a creek with a sandy bottom and rain forest. I would describe the tri...p at $175 each as boring and at times while driving terrifying. Lunch was included a filled roll and a cake I didn’t bother I was aching all over especially my arm from hanging on to the grab handle to stop my head smashing in to the side window along with a sore butt sitting on worn out car seats. Unless you are a masochist do not do it
Do not book with Peter Pan
We booked a trip to Fraser for Xmas 2020, due to covid we cancelled. We cancelled within good time however found the third parties we're not notified.
We requested a full refund of $900 in Dec 2020 and we are still waiting.
They are unresponsive to email and uncontactable by phone. We are at a huge loss.
We are still waiting for a refund of our trip of $5800.00 because of Covid and after quite a lot of correspondence Peterpans are now not answering phone calls or emails to us, only to those wishing to spend money on bookings! Don’t book with them, they are very dishonest.
The most unhelpful thieves
Booked in Feb of 2020 and it got cancelled due to covid, fair enough. Then found out I wouldn't be due a full refund and they needed to take 20% which in my eyes is absolutely criminal. I wasn't given a reason for this, but I'm assuming it's due to the 'work' they did making the booking. This 'work' would have just been emailing the travel company to let them know of the dates of a customer coming. So I'll lose $200 from my $1000 refund and haven't received any sort of service whatsoever and peterpans have done no work to earn that $200.
To m...ake matters worse in Jan 2021 I still haven't received my refund. Peterpans are impossible to get hold of and every time I've finally had a response, all responsibility is shirked and I've been told it will be 'another 6 weeks'. To anybody thinking of using this god awful company please do not. They will try and suck every single cent they can out of you whilst you don't even get to have a holiday.
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!
Super good attention
I booked online a couple of tours and I can only say that the agent Lilly was wonderful. She was very helpful and thanks to her it was easy deciding!
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!
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?
Thanks for question. In order to look into this for you, can you please contact our Call Centre on 1800 669 424 or firstname.lastname@example.org and provide them with details of your booking.
We look forward to hearing from you! Thanks!
Get an answer from our members and Peterpans Adventure Travel representatives
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