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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.
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.
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
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...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.
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.
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...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.
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
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 ...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.
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
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...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..
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.
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...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.
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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