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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.
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.
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 ...to 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.
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.
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.
- 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...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.
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.
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
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...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 B
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.
- Verified customer
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!
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...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.
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.
- 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.
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...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.
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...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!!
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.
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
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 ...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!
- 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)....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.
Questions & Answers
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
TravelOnline M.Travel Online
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.
Where is my refund. P&O say it has been paid. Why haven't I received it? John Nielsen Ref TOCS289736
TravelOnline M.Travel Online
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.
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.
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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