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DavidGreater Melbourne (Metropolitan), VIC
- 2 reviews
Refund for my Fiji holiday
I had a holiday booked for July this year to Fiji which was obviously cancelled due to the current situation of Covid19.
After a repeated dialogue with TravelOnline, they refused a refund. They stated that the terms of Fiji Airways didn't provide for a refund in this scenario, even though their quote from Fiji Airways stated that they would provide a refund if required to by law. Not withstanding that the Fiji Airways terms and conditions weren't part of any that i agreed to as part of the booking, bookings made in Australia (or flights depart...Read more
ing from Australia) are bound by our local laws. Australian Consumer Law does mandate a refund in this scenario. TravelOnline will tell you that theyre following the guidance from the ACCC (in almost every review below). The updated guidance on the ACCC link they provide is clear that they should provide a refund, and that you have rights as provided under law. I paid for my deposit via Paypal, and after a long dispute, I was refunded my deposit. I encourage all of you that have struggled with TravelOnline to lodge a dispute with your bank if you have paid by credit card, or likewise with Paypal. Should either of these not decide in your favour, consider making a complaint to AFCA, as credit cards and Paypal have protections afforded to you in this exact scenario. Unfortunately your options are limited if you paid via BPAY or direct deposit. Short of those options, consider lodging a claim in QCAT, which is cheap and easy to do, is a no lawyer and no cost jurisdiction and plead your case there. Clearly TravelOnline will do everything in their power to avoid their obligations in providing you a refund, but you have rights, and you should pursue them. Do not bow to their pressure of a credit for a later booking.2 comments
It's fairly obvious you didn't read my review. I have my refund. I hope that the others can receive a similar outcome that I did.
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Nick R.
- 2 reviews
5 STARS
I have booked multiple holidays with TravelOnline. I can say it has great deals and is very easy to navigate. They let me know as soon as something pops up, and is easy enough to be able to adjust/cancel booking. I would highly recommended booking through this website, as they do the hard stuff for you! Suceeds expectations.
1 comment
TravelOnline M.Travel Online
Hi Nick,
Thank you so much for your kind words!.... Read more
It’s reassuring to know there are people like you, who even in challenging circumstances still take the time to express their appreciation. Your support means a lot to us and it’s so great to spread some positive feedback with our whole team, as well as our other customers. Once again, thank you for your patience and kindness. It means more than you know. We're looking forward to booking your next trip in hopefully the not too distant future! Kind regards from all the team at TravelOnline.Similar opinion? Write a review on ProductReview.com.au!
Lynda WSydney
- 5 reviews
- 5 likes
- Verified customer
Great service during these unsettled times
I had several holidays booked with Travelonline when the borders closed. One in Fiji and later, because I thought at least interstate borders would stay open, one on Heron Island. Both fell foul of border closures. I was worried because so many have simply lost all their payments, but travel online were great. Getting me a full refund for Heron Island, refund of my accommodation deposits for Fiji and credit for flights (as that was all the airlines had offered). This meant I could rebook Fiji for mid next year without the worry that my money would be lost.
1 comment
TravelOnline M.Travel Online
Hi Lynda,
Thank you so much for your kind words, as well as your patience and understanding during what has been a very difficult time.... Read more
It’s reassuring to know there are people like you, who even in challenging circumstances still take the time to express their appreciation. Unfortunately not everyone is so understanding and it can really take a toll on our team. Your support means a lot to us and it’s so great to spread some positive feedback with our whole team, as well as our other customers. Once again, thank you for your patience and kindness. It means more than you know. We're looking forward to getting all your trips rebooked for you in hopefully the not too distant future! Kind regards from all the team at TravelOnline.Similar opinion? Write a review on ProductReview.com.au!
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LisaSydney, NSW
- 2 reviews
- 1 like
Do not hand over one cent to travel online - appalling customer service
Distraught, frustrated, disappointed!! This company are full of contradictory information, every single time I email them I get a different response. Was told we could only obtain a credit, then another email stating we could apply for a refund and now another email stating they have washed their hands of my enquiry and have been referred to go to Jetstar direct. Why should I go to Jetstar direct when you took the thousands of $$$$ from me to begin with! Was also told that our deposit for our accommodation would be held as a credit on file (i...Read more
n which I have in writing) and no refund will be given. Why should it sit in their bank account earning interest for a situation that is no fault of ours. When the time comes to travel overseas again this company has lost our business. Should have known better and dealt with a more reputable company.1 comment
TravelOnline M.Travel Online
Hi Lisa,
This is clearly a very difficult time for our customers and everyone involved in the travel industry.... Read more
Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. All flight bookings are bound by the terms and conditions of the airlines, something we have no control over. Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. We understand this is frustrating, however please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines in offering flexible travel credits where bookings would normally be non-cancellable and non-refundable. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update We understand these are unprecedented times and as such we have arranged a 100% Travel Credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaintSimilar opinion? Write a review on ProductReview.com.au!
DonovanGreater Melbourne (Outer), VIC
Do Not use this company!!
So we booked flights to Fiji for April this year and had them cancelled due to COVID-19. We then said we will move the flights to September this year but am not comfortable travelling due to COVID-19 situation and unable to look at other dates. We have asked for a refund and have been told in no uncertain terms that it will be kept as a credit or we loose our money!! Having watched what the Australian consumer watchdog is doing with Qantas ensuring that a refund is an option, you would think that this company would follow suit but unfortunately...Read more
not. I have even chatted to Fiji airways who advised that if i had booked with them directly, there would have only been a $200 cancellation fee(Which I am happy to pay) but because i have booked with this company, the directive has to come from them-Travel online are claiming that the airline does not offer refunds! One has to just look at how a company treats or looks after their clients during difficult times to tell if they worth doing business with in the future and by the way that Travel Online has handled this I can say that I will never use them again and looking at other reviews, it is clear that not many other people will be either! Shocking to say the least!!3 comments
TravelOnline M.Travel Online
Hi Donovan,
This is clearly a very difficult time for our customers and everyone involved in the travel industry.... Read more
Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. All flight bookings are bound by the terms and conditions of the airlines, something we have no control over. Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. We understand this is frustrating, however please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines in offering flexible travel credits where bookings would normally be non-cancellable and non-refundable. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update We understand these are unprecedented times and as such we have arranged a 100% Travel Credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaintHi,
As per the above comment, my booking can be used for any travel service you offer such as flights, accommodation or holiday packages?
TravelOnline M.Travel Online
Hi Donovan,
That is correct, yes. Any flight credit must be used with the airline you originally booked with and is bound by their terms and conditions but the remaining credit for your booking can be used on any other travel service that we sell.
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IanBundaberg
- 3 reviews
- 12 likes
What a waste of my time this was.
Spent an hour with my wife looking at available bookings through this company. Made booking only to get a phone call 2 days later saying that my booking was not confirmed or available. I then phoned the resort directly and made a booking easily. Do not use this site to book accommodation. I have just spent some time reading the large number of poor reviews for this company. I wish that I had read these before trying to book through travelonline because I would not have wasted my time and would have gone elsewhere immediately.
1 comment
TravelOnline M.Travel Online
Hi Ian,
Firstly we'd like to offer our sincere apologies for not being able to confirm your booking request and failing to meet your expectations. This is not the kind of service that we pride ourse... Read more
lves. Although most do, unfortunately not every hotel provides us with live room availability, which may have occurred in this case. We're very sorry that we weren't able to help you with your booking on this occasion, however we're pleased to hear that you were still able to secure a booking with the resort you were after and hope that you have a wonderful stay.Similar opinion? Write a review on ProductReview.com.au!
MartinSouth East Queensland, QLD
Still Waiting for agent to call me
I called at 4.30pm on Wednesday Afternoon & was advised that an agent would call me back.
I called again at 2.00pm on Thursday Afternoon & was asked if an agent could call me back & I said I was still waiting to hear from yesterday, the reply was I will mark it URGENT.
Its now 4pm on Thursday & still Nothing.
I wouldn't waste my time with this company, we were about to book for a group of 6 on the Spirit of the Outback railway In first class, but dont worry about it. We have taken our business elsewhere.
Today is Saturday at 0850 & still have heard nothing from this company, glad it wasn't urgent, glad I took my business elsewhere
1 comment
TravelOnline M.Travel Online
Hi Martin,
We apologise for the delay in receiving a response. Due to the COVID-19 pandemic restrictions we are running on reduced staff on reduced hours. This is also the case with the suppliers wh... Read more
ich we are liaising with in regards to bookings which is unfortunately slowing down response times.Similar opinion? Write a review on ProductReview.com.au!
Do not book through travel online.
Our international trip was cancelled due to covid 19 which is understandable. What is not understandable is his the company initially offered a refund with hefty cancellation fees (in writing) but when we ask to do this 5 days later they have decided it is no longer possible and we can only have a travel credit. Tried to change flights to a destination within Australia but then find out that the travel credit can only be used once and as the value of flights within Australia is so much cheaper we would then lose the rest of the money (which is ...Read more
not the airlines policy which states travel credits can be used within a selected time frame until balance is zero). Overall it has been an horrendous experience. Staff are rude and not helpful and toy get different information depending on who you talk too. I would never recommend this company!4 comments
TravelOnline M.Travel Online
Hi,
This is clearly a very difficult time for our customers and everyone involved in the travel industry. ... Read more
Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. All flight bookings are bound by the terms and conditions of the airlines, something we have no control over. Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. We understand this is frustrating, however please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines in offering flexible travel credits where bookings would normally be non-cancellable and non-refundable. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update We understand these are unprecedented times and as such we have arranged a 100% Travel Credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaintThe trip booked is under TOCS296246. Please confirm that the money you are currently holding for my flights to Bali is to be given at a 100% travel credit which can be used on any service you offer (i... Read more
e accomodation within Australia) as this is not what has been told to me to dateTravelOnline M.Travel Online
Apologies for the misunderstanding. Your money for flights has been paid directly to the airline. This is standard industry practice. All airlines require payment in full before they will issue ticket... Read more
s. So your money was paid to the airline on the day you booked. As such, we can only pass on whatever they are offering. As mentioned above we are legally bound by their terms and conditions. Any other money paid for the accommodation portion of your trip is a 100% travel credit able to be redeemed against any travel product we sell including accommodation within Australia. We are trying to be as flexible as we can where possible, however our hands are tied when it comes to flights as all credits for that portion of your trip are bound by the terms and conditions of the airline.Similar opinion? Write a review on ProductReview.com.au!
KimSouth East Queensland, QLD
- Verified customer
I would NOT RECOMMEND TravelOnline.com - Frustrating, disappointing and full of contradictory information
I would NOT RECOMMEND TravelOnline.com. Our experience with TravelOnline.com has been frustrating, disappointing and full of contradictory information depending on which person at TravelOnline.com we communicated with. Three families booked accommodation through TravelOnline (separate bookings) for a group holiday. All checking in to Padma Resort Legian on 27/03/2020. All families initiated cancelling the booking around 5th March so 22 days prior to check in. Short version, one family’s booking TOCS280716 received a refund (minus $200 in fees)....Read more
The other two families including our booking, TOCS280975 were told refunds were not an option and ultimately told we could only reschedule our dates with Padma and additional fees maybe incurred depending on the dates chosen. Along the way through communicating with TravelOnline we were told several different stories. When my husband phoned early March, he was told full money had already been paid to Padma so no changes were possible. In email correspondence to me in Mid March, TravelOnline told me that because the TravelOnline payment had not yet been paid to Padma, they could offer us a full credit to use in the future on any accommodation offered by TravelOnline (did not have to be Padma). Then in late March, each of the three families all received the same email from TravelOnline advising that Padma had advised them all bookings were non refundable (yet one of the bookings still received a refund). So after being told in writing my family could have a full credit to use on any acccomdation offered by TravelOnline, the end situation is that one family received a refund less $200 in fees, and the other 2 families (including mine) are only able to reschedule dates and that additional costs may be incurred depending on the dates chosen. TravelOnline, you provided contradictory information to us throughout the whole process and as evidenced by the fact that one of the three families received a refund, I find it hard to believe anything that you told us along the way. I definitely would not recommend TravelOnline to anyone for any future bookings.1 comment
TravelOnline M.Travel Online
Hi Kim,
We do apologise for the conflicting information you received throughout this process.... Read more
As I'm sure you can imagine, the situation was changing very rapidly as each new announcement was made by the Australian government. At this time, we were also trying to deal with announcements being made by the Bali government (as well as all overseas governments) and stay across the cancellation policies of all our suppliers, which were also changing very rapidly as their governments and businesses made decisions on how to handle this unprecedented situation. We were trying to do all of this, while at the same time, assist all of our customers who were either stuck overseas and needed to return home or who were due to depart immediately. At that time we had over 3,000 bookings affected, so as you can imagine, we also had an influx of customers who were due to travel in the coming weeks and months who were concerned about their bookings and wanted to make amendments or cancel. The experience that you have described is certainly not the kind of service that we pride ourselves on, however we have never experienced a situation of this magnitude. The global pandemic has had an unprecedented impact on all businesses, but the travel industry has been hit particularly hard and like all travel businesses, we were trying to manage our way through this crisis. Our team were doing their best to keep all of our customers informed during this time, however the situation continued to change rapidly and many of our suppliers were changing their cancellation policies in response to this. They were also swamped with inquiries as were we and between those delays and time difference, at times communication with them was difficult or delayed. We are sorry that on this occasion we didn't live up to your expectations, however we hope that we can show you the excellent service we are accustomed to providing when the time comes for you to use your credit to rebook your holiday.Similar opinion? Write a review on ProductReview.com.au!
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Jesse D.Greater Melbourne (Metropolitan), VIC
Impersonal service, metiocre response!
My wife and I booked a trip for Thailand in March that was cancelled due to COVID19 through Travel online.
I’ve contracted the hotel and they have agreed to offer a full refund due to the circumstances.
Upon trying to get a refund less any reasonable processing fees through the travel agent, they’re only offer a credit voucher for 12 months.
As much as I would love to travel, my wife and I are expecting our first baby in August and are not comfortable travelling given what’s going on and feels it’s unfair to be only offered a travel voucher.
Tr...Read more
1 comment
TravelOnline M.Travel Online
Hi Jesse,
This is clearly a very difficult time for our customers and everyone involved in the travel industry. Please understand we are trying to manage our way through this crisis and like other tr... Read more
avel businesses, Travel Online is following ACCC Guidelines in offering flexible travel credits where bookings would normally be non-cancellable and non-refundable. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changesSimilar opinion? Write a review on ProductReview.com.au!
Peter M.Sydney, NSW
Corrupt company cashing in on customers
I booked a trip via travel online which I had to cancel due to travel ban in Australia. The hotel confirmed free cancellation and advised travel online had not paid them. Travel online cashed in and refused to provide a cash refund, providing voucher only. The idiots went as far as first to lie about hotels/flights not having provided a refund but when I shared the email they changed their tune. Its very unlikely the company will survive so I can only assume it is to pay CEO and leader bonus as they would be getting job keeper to pay their staff. Do not use as they will screw you over to their benefit
1 comment
TravelOnline M.Travel Online
Hi Peter,
Our management team has reviewed your booking and individual circumstances to see what is possible. Under our normal terms and conditions, your booking is non-refundable. However, we under... Read more
stand these are unprecedented times and as such we have arranged a 100% travel credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages.Similar opinion? Write a review on ProductReview.com.au!
FilGreater Melbourne (Inner), VIC
- 2 reviews
- 2 likes
I would never go through Travel Online again in my life.
I booked a holiday for my family to go to Thailand for departure on April 1st to 12th 2020. Obviously I could not go because the government ban. I have tried repeatedly to get my money back as it is out of my control. But Travel online refused to give me any refund. They have issued a credit voucher for use until Dec 2021. I still need to fly with Thai airways. Who knows if I will be able to use it and when? International flights are a long way from being reinstated. And why would I want to go now? It is appalling and morally wrong for a compan...Read more
y to hold on to funds in these circumstances. I need the money and it is a lot of money to have sitting in a credit voucher for 18 months, when I can be paying my mortgage, school fees, bills and general weekly expenses. Let me tell you Travel online ... by treating your customers like this, you ensure none of us will EVER purchase from you again. That is a sure way of putting the last nail in your own coffin. I will be supporting the honest, loyal and compassionate travel industry companies in the future. And I will pay! I will pay for that service. Good luck... hoard this money, because you will need it to survive. This is disgusting and un Australian. This kind of customer service never works.1 comment
TravelOnline M.Travel Online
Unfortunately we are unable to offer you a refund because we physically don’t have your money.
When we issue flights with an airline, we have to pay them immediately. We are unable to issue flights ... Read more
without immediate payment. This is standard industry practice. Airlines do not issue tickets unless they have been paid in full.Similar opinion? Write a review on ProductReview.com.au!
Tracey SoloNew South Wales
Never use Travel online!!!!
I had a holiday to Hayman Island booked. Due to the Coronavirus we couldn’t go. Travel online will not refund and only offer credit vouchers. Other travel agents are giving refunds. Why should they keep my money?? I won’t be able to take holidays, so being able to rebook is impossible. I’m so disappointed. They have my $14,000 and I can’t get my money back. Don’t use this company, whatever you do.
2 comments
TravelOnline M.Travel Online
Hi Tracey,
Our management team has reviewed your booking and individual circumstances to see what is possible. Under our normal terms and conditions, your booking is non-refundable. However, we unde... Read more
rstand these are unprecedented times and as such we have arranged a 100% travel credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages.I realise you are following guidelines, however, this is a very different situation.,Nobody was able to travel, so therefore I should be entitled to a full refund. I’m not sure why other Travel Agenci... Read more
es are offering full refunds and you are stating you must follow ACCC guidelines. Other Travel Agencies are not following these guidelines because they are sympathetic to their clients. This is very disappointing. I wouldn’t recommend Travelonline to anyone. I will make a complaint, not that it will probably get me anywhere, as I realise you probably right in the fact you’re following guidelines. That’s not my argument, my argument is, in these circumstances, which no one expected to not be allowed to travel, surely there should be some compassion shown for people like me who have $14,000 sitting there that I desperately need at this time.Similar opinion? Write a review on ProductReview.com.au!
Sanjay L.Sydney, NSW
- 5 reviews
- 5 likes
Gave us useless vouchers to protect their sales commission
Description: We booked our flights through Travel Online (hereinafter referred to as "TO") on 29 November, 2019. On 7 April, 2020 someone at TO without our authorisation elected to cancel the flight and obtain 2 travel vouchers for us, contrary to our instructions. We NEVER authorised TO to cancel our flights and obtain 2 travel vouchers on our behalf. Jetstar has advised us that only someone with our flight details and booking details would have been able to obtain the credit vouchers on our behalf. Neither my wife or I had logged on, on the 7...Read more
th of April, or at any prior time, to manage our booking. It could only have been someone from TO. On 8 April, 2020 TO emailed us the travel vouchers. We maintain our position that we wanted a refund IF the flight was cancelled, and IF the flight was not cancelled, then to leave the flights on. If the flight was NOT cancelled we asked TO to reinstate our tickets. TO is unwilling to assist but has made an admission of guilt in their email to us and we are suing.1 comment
TravelOnline M.Travel Online
Hi Sanjay,
I understand we have already been in contact with you about this this morning. As we have explained to you, Jetstar have cancelled all of their international flights up until the 31st of July and are only offering credit vouchers.... Read more
We fully acknowledge that we cancelled your Jetstar flights and put them into credit. This was done under advice from Jetstar due to the fact the flight wasn’t operating. We also can’t reinstate your flights as they are not operating. As we have already advised you, we are unable to press for you refund on your behalf. It is something that you have to facilitate yourself as Jetstar are providing you with the credit voucher directly. It no longer belongs to us, it belongs to you as you can use that voucher directly on Jetstar’s website you do not have to book it through us any more. We understand this is a very difficult time for our customers and everyone involved in the travel industry. Please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update As you can appreciate we are experiencing high volumes of enquiry and as such, this is our final position in this matter. Unfortunately we are unable to reply to any further correspondence relating to a review of this decision. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaint or take whatever action you feel is necessary.Similar opinion? Write a review on ProductReview.com.au!
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- 3 reviews
- 6 likes
Not refunding covid-19
Had Bali Accom booked for 22april to 30april.
Booked flights and another hotel seperatly and was fully refunded.
Travelonline said they received booking credit from Bali hotel, but the credit voucher received is for travelonline? The credit expires on 22april 2020 there is no chance of safe travel in this time frame. I pray this company has Liquidation Insurance as I’m doubtful this company will exist in twelve months time.
As others have mentioned I will be pursuing this matter as a broken contract and encourage all others to do the same
3 comments
TravelOnline M.Travel Online
Our management team has reviewed your booking and individual circumstances to see what is possible. Under our normal terms and conditions, your booking is non-refundable. However, we understand these ... Read more
are unprecedented times and as such we have arranged a 100% travel credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. This credit is valid until 22 April 2021. You do not need to travel by this date, you just need to make a booking by this date but travel can be any time. As the agent acting on your behalf, we booked and paid for the accommodation after receiving payment from you. This is how we are able to negotiate special deals with the hotel. As such, any credits returned by the accommodation provider are issued in our name. In order to pass the credit on to you, we must issue you with a credit from our agency. I hope this clears things up for you.Hope they don't go insolvent
TravelOnline M.Travel Online
With over 25 years in the travel business, we’ve seen a number of global events that have reshaped the way people think and feel about travel.
From the GFC to SARS, airline collapses, terrorism, and... Read more
acts of nature we’ve faced our fair share of challenges over the years. We have overcome all this and more and the challenges presented by COVID-19 are no different.Similar opinion? Write a review on ProductReview.com.au!
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Not refunding-covid-19
I booked my accommodation on 4th of March and I was suppose to fly yesterday the 10th April. The hotel has informed me that they will cancell our bookings with no penalties due to all flights being disrupted because of Covid-19. Now I dont understand why travel online is still holding onto their what soever terms and conditions that you dont want to refund my money. We are not planning to travel any soon so we need refund not credit. It's very frustrating as I got email that I will be offered credit but with no other information like voucher ...Read more
number or something where it could be used in future. All our other accommodations are also canceled and they have kindly provided full refund as this is something which the whole world is being affected so why aren't travel online being freezing their terms and conditions and giving us refund. We pay on the spot so why cant we get our money back. Please I need answers and my booking ref is QW4253124. It takes a long while for your team to response our email,,,please try to be more efficient. I think my problem should have been fixed already before my departure date but it's already past my departure date and yet still not fixed.2 comments
TravelOnline C.Travel Online
Hi Rameeza,
As you can imagine we are dealing with unprecedented volumes of calls and emails and we appreciate your patience and understanding while we work to assist you. All inquiries are being prioritised and dealt with as soon as possible.... Read more
We are working with a number of airlines and hotels to try and process thousands of amendments and credits for all our customers affected. The airlines and hotels are also dealing with extremely high volumes of inquiries so it is taking them a little bit longer to get back to us but we are doing our best. Whilst we are waiting to receive information from them in order to process your credit on file and send it out to you, we just wanted to let you know that your booking is in credit to put your mind at ease. This is clearly a very difficult time for our customers and everyone involved in the travel industry. Please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC guidelines. https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changesThank you for the response...highly appreciated
Similar opinion? Write a review on ProductReview.com.au!
Wont refund cancellation
Due to age , coronavirus and advice of the government accommodation was cancelled and a refund was requested. I cannot travel at any other time. Was told no refund only a credit. The hotel has not been paid for this money as I have a checked, it i still held by Travel Online but they wont refund it, only wish to provide a credit which is no good to me. Would not have booked if I had known that there was no refund. This is simply greedy tactics, take your money but no refund . Very bad business indeed. It was booking reference QW4255952
5 comments
TravelOnline M.Travel Online
Hi David,
We understand your frustration however our terms and conditions clearly state that our standard cancellation policy is that all bookings cancelled inside 45 days prior to travel are non-ref... Read more
undable. You can read more about this in detail here https://www.travelonline.com/termsI cannot understand why in the circumstances a refund cannot be made. What is the company covering up. Is there a good reason why the refund cannot be made under these circumstances. You can simply go... Read more
back to your terms and conditions when the whole world has changed. Other companies are happily providing refunds. In the policy it does allow a refund outside of 45 days, less a fee, however the booking was made within that time frame so I am not able to participate in that range of 45 days. I think under the circumstances that business like everyone else including the government relaxes their hard line . I cannot understand why you simply want to keep my money.A complaint has now been forwarded to the ACCC for a review.
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jacqui
- 5 reviews
- 6 likes
Jetstar Refunded my cancelled flights and Travelonline wont pass on my Refund..
Jetstar refunded my flights in full and Travelonline won't refund my money...
Jetstar refunded my flights in full because of the Corona Virus and they cancelled my flights but Travelonline will not refund me only offering a credit online which is not suitable for my circumstances. I was traveling with my infant Grandson who I foster through DCP and 2 other people on the booking who was coming to help and the chances of us all booking together are very slim. I have been informed by DCP that I will not be able to travel overseas for some time w...Read more
ith my infant grandson. I spent 3 hours trying to get through to Jetstar and they agreed to give me a full refund and not a credit voucher. However Travelonline have now said they will not pass the refund on to me instead offering credit on file ??? What gives them the right to keep my refund.. Very disappointed and I will never book with them again..3 comments
TravelOnline C.Travel Online
Hi Jacqui,
We understand your frustration however I'm sure you can appreciate this situation has been changing very rapidly and we are doing our best to keep up with it all and help as many people as we can.... Read more
Previously we were bound by the terms of the airlines and hotels however in light of the recent government advice the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. The overwhelming majority of airlines and hotels are now providing flexible terms. Our goal is to assist you to get the best possible outcome given your individual circumstances and our consultants will continue to work through these changes. We're more than happy to review your booking again. Our Reservations Manager is looking into this for you and will be in contact with you shortly.Thank you I am not asking for anything I am not entitled to. I would just like an email confirmation that once you receive my refund from Jetstar it will be refunded back to me.
Hi, Can you please let me know if this has been looked at yet. I cant work because I am fostering my baby grandson and my husband has just lost his job. This is very stressful for us. Can you please communicate with us..
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MandyNew South Wales
- 2 reviews
- 6 likes
Warning consider booking any travel with travel online
They are not looking after customers during convid 19. I’ve been told I have to wait 12 weeks for a refundable accommodation booking. I understand they have many customers affected but should be looking after the welfare of each customers situation which is different in each case.
1 comment
TravelOnline M.Travel Online
Hi Mandy,
We understand that people are disappointed about missing out on holidays that they had worked and saved hard for and are anxious about the possibility of losing money, deposits, etc. ... Read more
Unfortunately due to the unprecedented volumes of calls and emails we have been receiving it is taking some time to be able to process everything. Please understand we are also dealing with airlines, cruise companies and hotels who are also experiencing huge volumes of inquiry and are taking longer than normal to respond. Please rest assured that you are very important to us and we are doing everything in our power to get the best possible outcome given your individual circumstances.Similar opinion? Write a review on ProductReview.com.au!
andyg83AU
Warning: No Flexibility with Coronavirus
I have used travelonline in the past and was happy with their deals. This time our friends and I booked a trip to Thailand. Firstly when a better deal was offered by them they refused to move me to deal, so I had to cancel original deal and lose original $100 deposit.
Secondly and the main thing I want others to be aware of is the company is showing no flexibility regarding Coronavirus. My request was if Australian or Thai government cancels flights to or from Thailand could we receive credit or refund. They said that the standard terms and c...Read more
onditions apply at the moment and can’t guarantee anything. So I cancelled our two bookings which would have been over $4500 revenue to them and the hotel and booked with another hotel in Thailand offering 100% flexibility to cancel if things change. I’d recommend you book direct with hotels or with a travel agent that is more flexible. Between our family and my friends family we have lost $300 in deposits to this company and will never recommend or use them again. 2 years ago I recommended them to 11 families who all booked through Travelonline and will passing this feedback onto them.2 comments
TravelOnline M.Travel Online
Hi Andrew,
We understand your frustration however I'm sure you can appreciate this situation has been changing very rapidly and we are doing our best to keep up with it all and help as many people out as we can. ... Read more
Previously we were bound by the terms of the airlines and hotels however in light of the recent government advice the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. The overwhelming majority of airlines and hotels are now providing flexible terms and allowing customers to change dates or retain the value of the booking as a credit to use at a later date. Our goal is to assist you to get the best possible outcome given your individual circumstances and our consultants will continue to work through these changes.Hi,
Thanks for the reply. Great to hear hotels and airlines are crediting customers now. I’ve sent an email about my $200 deposit if it can be refunded or as credit. Look forward to your reply. Understand you are busy now so happy to wait.
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Questions & Answers
Margaret_Barrettasked
I would like to know why it is taking you 61/2 month to refund the airline fares which you cancelled because of the covid you were very quick to take the money, 180days for the airline and then 12 week for you to refund WHY???????? Do I need to go to the ombudsman. I need some answers. When I asked for the refund you said 10 week now you tell me more
2 answers
TravelOnline M.Travel Online
Hi Margaret,
We'd certainly be happy to follow this up for you and find out exactly what is happening with your refund. Can you please provide your TOCS reference number so that we can locate your booking in the system and give you an update?
TravelOnline M.Travel Online
Hi Margaret, I passed your concerns on to our Reservations Manager who was able to locate your booking in our system. I believe she has since reached out to you to update you on the status of your refund. The airline has refunded your airfares way ahead of schedule which is great news! We received your refund request on the 7th of August and are very pleased to report that we received the funds back from the airline on the 28th of September, far ahead of the 180 days the airline had originally told us it would take. Upon receipt of these funds you were immediately added to our refund queue which has an approximate 12 week turn around due to the extremely high volumes of refunds that our accounts department is currently processing. You may receive your funds sooner than this, but we like to give our customers the most realistic timeframes in order to avoid disappointment. We understand this is frustrating, however we appreciate your patience during this unprecedented time. Our team is doing their best to assist all customers as quickly as possible.
John N.asked
Where is my refund. P&O say it has been paid. Why haven't I received it? John Nielsen Ref TOCS289736
1 answer
TravelOnline M.Travel Online
Hi John,
I believe your consultant Fiona has reached out to you today to give you an update on this.
Please check your emails for correspondence from her regarding your refund.
Kind Regards,
TravelOnline Team
Louise Dasked
Are Travel online going to honour Qantas re booking and Marriot cancellation policy. Ie due to travel to Hawaii but due to quarantines cannot travel. Qantas says no cost changes and Marriot can get full refunds up to 24 hours ahead. Is this going to be an exhausting and arduous task, at minimum cost or are you still going to folllow your less than 45 day out refund.
1 answer
TravelOnline C.Travel Online
As I'm sure you can appreciate this situation is changing very rapidly and we are doing our best to keep up with it all and help as many people out as we can. Previously we were bound by the terms of the airlines and hotels however over the weekend the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. I encourage you to contact your consultant again so that we can assist you based on these new developments.
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Michelle M.Travel Online
Hi David,
Thank you for your feedback. We understand you are disappointed you have not been able to obtain a refund for your flights with Fiji Airways. ... Read more
Unfortunately we are bound by the terms and conditions of the airline, the same way that you would be if you had booked the flights yourself directly with the airline. The fare you booked was a non-refundable fare, therefore Fiji Airways is only offering a credit at this time. Regardless of where the booking is made or where the flight is departing from, all flight bookings are bound by the terms and conditions of the airline, something we have no control over. We are legally obliged to comply with whatever terms and conditions Fiji Airways has in place. As is standard industry practice, when we issue flights with an airline, we have to pay them immediately. We are unable to issue flights without immediate payment. Airlines do not issue tickets unless they have been paid in full. This means that Fiji Airways holds your money, not us. Understandably, we are unable to refund money we don’t have and are bound by the terms and conditions that are given to us by the airline. The current policy of the airline is to give you a credit to use for future travel, which we have extended to you. Unfortunately this is all we can do because at this stage, they are not offering refunds. Please refer to the airline's current policy https://www.fijiairways.com/en-au/flights-travel-credit-deferred-travel We understand this is a very difficult time for everyone, but we are unable to force the airline to give you your money back. We are very sorry this is not the answer you are looking for, however Travel Online is following all ACCC Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes We are also accredited under ATAS, which is the managing body for Travel Agents in Australia and we are also adhering to the published ATAS Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes This is clearly a very difficult time for our customers and everyone involved in the travel industry given the circumstances surrounding COVID-19 and the unprecedented impact it is having. Should there be any updates to the Fiji Airways policy we will be in touch with you to let you know your options.