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BrendanSouth West, WA
- 2 reviews
Thieves and a ripoff.
Was given a $3124 credit to use then told I couldn’t. Straight ripoff. They then blamed an ex staff member. Told all veteran websites as well. Don’t use them.
Brendan Phillips
4 comments
TravelOnline M.Travel Online
Hi Brendan,
Our reservations team have been able to locate your booking in our system without your TOCS reference. ...
Read more The latest update we have is that Away Bali, the property you had booked with, were paid in full by us and are therefore refusing to provide a refund. However, they are offering a credit. Currently this credit is valid until 20 December 2021 however this will be extended if travel is still not permitted by this date. I can see from previous correspondence with our consultants that you are still interested in rebooking your Bali holiday, and this will be not a problem when the time comes for travel to open up again. In short, you will not lose your money. However because they will not provide a refund, we are unable to offer you a refund. This means you will have to wait for travel to Bali to be reinstated before you are able to use your credit. We understand this is disappointing as travel is taking longer to open up than any of us had hoped, however 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-complaintsorry my credit was with you direct as per email from Rachel your representative and the letter your provided clearly states for use on any product liars. By the way my reviews are getting a lot of tr...
Read moreaction with the VETS they are sharing it everywhere I will email the screenshot.SanjMetropolitan Adelaide, SA
Never book through them
Our flight was cancelled. Virgin claims that TravelOnline are-booked us on a different flight without contacting us, which is illegal. We ended up paying $800 out of pocket for new last minute flights, as the person I spoke to on the phone said they would contact their supervisor and get back to me, but never did. Virgin was able to offer us a cash refund, but stated that it had to be done via TravelOnline as it’s a third party. TravelOnline refused to pass along the cash refund, and was only able to give us a voucher. Oh, and they rely on a system of emails and call-backs, so are impossible to contact if you have a situation at the airport, as we did. Never using or recommending this dodgy service.
1 comment
TravelOnline M.Travel Online
Hi Sanj,
We are sorry that this has happened to you and that we were not notified sooner by them of these changes so we could update this information to you. ...
Read more I have investigated this with our reservations staff and they have informed me that Virgin did a last minute schedule change. Unfortunately Virgin don’t wait for us to action these, they just changed the flight. So we didn’t change your flight, the airline did. We received notification that the flight had changed with no other options presented to us by the airline. Because it was last minute by the airline (which has been happening a lot lately) we did not have time to advise you. It seems when you spoke with our consultant Emma on Thursday 18 February you were happy with the credit that Virgin was offering. We would just like to reconfirm that Virgin Australia did advise you that you could have a cash refund? Virgin Australia have instructed us that they are not offering refunds at this time however if they have told you that they would provide you with a refund then we are happy to contact our trade department to look into this further for you. If you can please let your consultant know via email we will chase this up with the airline on your behalf.adrianrd1South East Queensland, QLD
- 2 reviews
A company to avoid.
Last weekend we booked a trip to Hayman Island online. On Monday we received an email enquiring if we were still interested. We phoned the company at 9:29 am Monday. We were informed that the price was now $600 more (less than 48 hrs since the online enquiry. During the phone call we were assured more than once the rooms we requested were available as they could be seen (on the screen). We then completed an online booking including payment information by 9:50am. After waiting over 24 hours for final confirmation, we contacted the company only ...
Read moreto discover the rooms were not available. I cancelled the holiday over the phone then sent an email requesting confirmation of the cancellation. Yet to receive a reply. I feel this is very poor customer relations.3 comments
TravelOnline M.Travel Online
Hi Adrian,
Thank you for your feedback. Firstly we'd like to apologise for not being able to confirm your booking request and failing to meet your expectations. Although most do, unfortunately not e...
Read morevery hotel provides us with live room availability and even those that do, availability can change almost instantly if a booking comes through. So although your rooms may have been available when you spoke to our consultant on the phone, if you did not book them immediately then and there, it's possible that in the short time it took for you to submit your booking, another booking came through and exhausted our allocation.Firstly I find it strange that you have time to write a message seemingly to publicly justify your actions (or lack of) but you do not have time to respond to the email I sent you. Secondly your repr...
Read moreesentative said that she could see the rooms were available (on the screen). This implies live room availability. I started booking the rooms immediately after the brief phone conversation and the process had been completed within 15 minutes. From my situation this is an unresolved matter because you have not supplied the information, relating to the closure of this matter, as requested by email. Your public response has little meaning when you continue not to resolve and underlying issue.TravelOnline M.Travel Online
Hi Adrian,
As I'm sure you can understand, the staff who reply to our reviews are not the same staff who process bookings and reservation enquiries. The reduced team we have working on that are doing their best to respond in a timely manner. ...
Read more I understand you are frustrated, and as acknowledged in our previous response, although we could see the live availability at the time, these rooms could have been taken by another booking which was submitted the second you got off the phone. Similarly to online shopping, you can add a product to cart and it still be sold out by the time you go to complete the check out process. Of course this is disappointing, but unfortunately it is the reality of trying book such popular resorts in such a short timeframe. If you check the InterContinental Hayman Island Resort's direct website, the dates and rooms that you were requesting are not even available direct. We're sorry that we weren't able to secure your booking for the property, dates and room types requested on this occasion. We're happy to assist you in booking your holiday for alternative dates if you are flexible. If not, we understand and wish you the best of luck in booking exactly what you are after.Find out how Travel Online compares to other Booking Services
Know better, choose better.
jenniferVictoria
Travelonline rocks!
This is my third booking time and every time has been fabulous, One was a very large multiple family booking and again all plans went off with out any issues.
1 comment
TravelOnline M.Travel Online
Hi Jennifer,
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.Sue Caroll
- 5 reviews
- 1 like
We have found Travleonline excellent to deal with
We booked a package in Bali for mid 2020. Given overseas travel was curtailed we thought we might have issues getting refunds or credits but not so. We got a JetStar credit for the airfare portion promptly and all bar $100 back from the rest of our booking. That $100 was applied against an internal package we have just taken in Queensland. We will use Travelonline again in the future as a result of their service and cannot fault them.
1 comment
Michelle M.Travel Online
Hi Sue,
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.MelNSydney
- 10 reviews
- 15 likes
- Verified customer
Sorry I can't leave a 0-star rating
It is plausible that this period of time is showing the best-and-worst of companies. In respect to Travelonline, it won't be Covid that puts their business under, it will be their own lying behaviour, poor communication and poor business practises.
We had a flight to Honolulu cancelled in Oct 2020. We selected a refund via the Jetstar cancellation process. I had upgraded some features of this flight seperately- Jetstar promptly refunded the upgrades directly to us exactly 3wk later. The remaining flight was refunded to Travelonline on that...
Read more same date. This was the 6th Nov 2020. I rang Travelonline mid Dec 2020. I was advised the refund was scheduled to be processed mid Jan 2021. I would describe the agent's manner as obtuse, borderline rude. How dare I ask for my money back in a timely manner? I have emailed Travelonline today (mid Jan 2021). They now dispute that they received the Jetstar refund early November and it was actually late November, and now state that we won't see our refund till after 18th Feb 2021.2 comments
TravelOnline M.Travel Online
Hi Melissa,
Thank you for your feedback. We understand this is a difficult and frustrating time for our customers however our team is doing their best to process refunds as quickly as possible with l...
Read moreimited staff. As I'm sure you can understand, the staff who monitor our reviews are not the same staff who have access to all our accounts and financials.On cue! Thank you. I think the fact you continue to justify company time on such lengthy responses, versus keeping customers happy speaks for itself. Imagine the 3-5mins it would take to process ind...
Read moreividual EFT refunds!!! I suggest that your future customers would rather see commitment to that, rather than what you have produced here. You go a step further and question the integrity of my information. I was told by Jetstar that they refunded the entire flight (inclusive of our upgrades) at the same time - we received this 6th Nov. Yet, you deny this. Future customers will look at it this way. Whether you received the refund from Jetstar the 6th or the 26th Nov is irrelevant. What is of relevance is that you "sit on it"for months....now the 16th Jan, and we are told we won't see it till the 18th Feb. Then it is minus the service fee.Appalling Customer service
No one has bothered to return my call or my email dated OCTOBER 29th, it is now December 9th 2020!!!! No follow up, no support, no customer service what so ever during this crisis!! Not once! I highly recommend for consumers to go elsewhere!!! This is a joke and I will never return or engage in their services again.
1 comment
TravelOnline M.Travel Online
Hi Mary Jane,
I understand our Reservations Manager has already reached out to you this morning however I also just wanted to follow up with you here....
Read more Based on the information that she provided, I can see that we did email you on the 29th of October after speaking to you on the phone. On the 29th of October at 10.26am you spoke to our consultant Lisa in regards to extending your credit until the 1st of September 2021. We advised over the phone we had done this for you. We also sent you a credit on file invoice in correlation with this information at 10.27am on the 29th of October to the email address we have on file. Then on the 5th of November we attempted to call you after receiving your email and your phone call request call back. Our consultant Tika attempted call you back at 1.36 pm on the 5th of November. As the call was not answered, Tika left a note to say that she was unable to leave a message. Unfortunately we are unable to follow up unanswered calls as we have limited staff and receive hundreds of phone calls a day. I’m sorry if this has caused you to think we have not tried to respond to you. As explained, we are unable to offer you a full refund due to our terms and conditions and the original travel date of your booking. You were due to travel on the 26th of March and we had already paid the hotel. The hotel has not refunded us your money. It is credit and we can only offer you a credit. I’m sorry this is not the outcome you are looking for but we are obviously unable to refund money we don’t physically have ourselves.andrea p.Sydney, NSW
No communication, poor value
Stay away from this agency. If you have credit with them be ready to be charge more or loose your money.
Booked a room with them 1 year ago, due to covid travel was cancel and credit voucher was gave to me to be spend n any hotel with travel online. I re book with them to go in Fiji, and they refuse as the voucher as to be spent in the same hotel, so I did. However after few day Travel online re contact me saying they need to charge extra due new rates or I can take a cheap room instead
2 comments
TravelOnline M.Travel Online
Hi Andrea,
Thank you for your feedback. We understand you are disappointed. 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. Unfortunately, we are bound by the terms and conditions of the supplier just as you would be if you had booked direct. Some hotels are being flexible with their credit and refund policies and some are not. This means that not all credits provided can be used on any product, and in this case the hotel you booked only provided a credit to be used to rebook the same property. As a country that relies extremely heavily on tourism, hotels in Fiji have been severely impacted by the global pandemic and the travel bans that have resulted. Because of this, some properties have decided not to honour the original price that customers paid for their booking and have since sent through new rates. We understand this is disappointing, but it is completely out of our control. This higher price has nothing to do with anything that we are charging and if you were to look at the hotel's website directly you would see that they are charging this price. We have tried very hard to advocate for our customers in each individual circumstance. 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. Travel Online is following ACCC Guidelines which you can view 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 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-complaintYou luck of communication we been trying to deal with you guys more then a year ago and each single time your staff say a different story. We ask to speak to. A manager but for some reason your manage...
Read morer is off or working from home or at manager meeting, we ask to be. Called back and after 4 days I didn t receive any call.. The hotel was in Vanuatu not in Fiji. You told us the hotel rates have increase but we contacted the hotel and they did not increase. Price so you change once again your story saying the flight with virgin Australia is $500 more expensive, however you previously told us we had a. Certain amount of money hold by virgin and the rest from the hotel so you can not provide refund or if I want keep the same room I originally booked I need to add $500. How can be possible you can not refund because the money are hold by virgin and by the hotel but you can move money from hotel credit to flight credit. Confusing, unprofessional.Kerrie BrownSouth East Queensland, QLD
- 3 reviews
Travelonline to the Rescue
My husband and I needed a break once the borders opened for Qlders in QLD and we booked a trip from the Gold Coast to Hamilton Island in September 2020 staying at the beautiful Beach Club with flights and transfers included. We have used Travelonline in the past many times and have always had great advice and service. This occasion was no different and the travel consultant was extremely knowledgeable providing us with advice on what Hamilton Island had to offer and updated us on what tours and restaurants and activities were running/ closed in...
Read more relation to COVID restrictions. We found the process easy and it was great to search their website for ideas then have the back up to be able to talk to their friendly consultants on the phone, as an older couple we find that personal touch very reassuring. After we had booked and confirmed we needed to change our dates and that was attended to without any hassle or dramas just confirming to us that our travel needs and plans are always in good hands when we use Travelonline. We had a wonderful vacation on Hamilton Island and all sailed smoothly that week. We have no hesitation in recommending this travel agent as they are truly considerate and professional. Thank you Travelonline we will be up up and away again soon and we will continue to give Travelonline our business in the future! Kerrie B1 comment
TravelOnline M.Travel Online
Hi Kerrie,
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.Find out how Travel Online compares to other Booking Services
Know better, choose better.
JohnSouth East Queensland, QLD
Disappointing Result
Tried the 'bait and switch' strategy."That is totally booked out I'm sorry", we have something else but....... But it was over double what original holiday was. I am quite unhappy with the experience.
1 comment
TravelOnline M.Travel Online
Hi John,
Thank you for your feedback. Firstly we'd like to apologise for not being able to confirm your booking request and failing to meet your expectations. Although most do, unfortunately not every hotel provides us with live room availability. ...
Read more We're also finding at the moment, that with limited places that people can travel and the sudden rush of border openings, availability at a lot of hotels and resorts is becoming very limited - even if you were to try and book direct. We understand this is disappointing and frustrating, however we are trying our best to offer similar alternatives in the same destination. This may mean that only more expensive room types are available and although we do our best and also offer discounts to try and keep the alternative within a similar price range this is not always possible. If you are flexible with your travel dates, this can help to keep the cost in line with what you were originally quoted but if you need particular dates, a particular property or destination this can make finding options more difficult or expensive. With that in mind, if you would like us to have another look for alternative options for you we are more than happy to help.Phillip GilesSouth East Queensland, QLD
- Verified customer
Great Service
We have been booking our holidays through Travel Online for many years. We mainly go on cruises however since COVID have had to look at alternative holidays. Fiona and Kristy have been amazing! They have always communicated with us on cancellation of cruises and future cruise credits that have applied. They have even helped with suggestions on other holidays to Uluru and the next a rail journey to North Queensland. Service has always been five star and booking is so quick and easy. Client for Life!
1 comment
TravelOnline M.Travel Online
Hi Phillip,
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.DavidGreater Melbourne (Metropolitan), VIC
- 2 reviews
- 1 like
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 moreing 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
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.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.
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.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.LisaSydney, NSW
- 2 reviews
- 3 likes
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 moren 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-complaintFind out how Travel Online compares to other Booking Services
Know better, choose better.
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.
IanBundaberg
- 3 reviews
- 13 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 morelves. 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.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 moreich we are liaising with in regards to bookings which is unfortunately slowing down response times.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 morenot 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 moree 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 mores. 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.KimSouth East Queensland, QLD
- 2 reviews
- 2 likes
- 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.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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TravelOnline M.Travel Online
Hi Brendan,
We are very sorry to hear that this has been your experience....
Read more Firstly, we apologise if you were given incorrect information. As I'm sure you can appreciate we had thousands of customers whose travel plans had been thrown into chaos and our reservations team were doing their best to try and assist everyone in a timely manner. The situation was changing very rapidly as we received further government advice as well as policies from our suppliers which were being constantly updated. Without knowing your booking reference I'm unable to comment on your case specifically however if you have a credit which you are only able to use on the property you originally booked, this would be because the property is refusing to refund. Because we would have already made payment to the property, they refuse to refund any of our payments. Understandably, we can't refund or credit money that we don't physically have. This has seriously impacted our business and we are still in negotiations to try and recoup costs from these types of suppliers but because they are located in a different country, they are not governed by the same consumer laws as we have here in Australia which has made it very difficult. We have tried very hard to advocate for our customers in each individual circumstance. If you don't mind providing your TOCS reference number I can have our Reservations Manager look into your specific case to see if there is anything that can be done. Once again, we apologise for the inconvenience. This is clearly a very difficult time for our customers and everyone involved in the travel industry.