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.
There is only 1 advantage to this site, the rest is ordinary
Cumbersome and mildly irritating booking process. They are a booking agent, no different to Flight Centre, so be prepared for lots of to-and-fro slow reply emails because what is advertised on their site, isn't necessarily available or for the price. They are not like Expedia and others, where it is all instant.
PRO: this site allows you to delay payment on accommodation. Can give you some breathing space between paying for flights straight away then accommodation a month before you travel.
CON: slow, back-and-forth communication. Wh...en you are booking late-ish....this is really stressful! You risk missing out on your preferred option. Their payments system is glitchy. We made full payment via Credit Card (so it's instant) - we then got approx 3-4 emails the following week saying our accommodation had not been paid for and was going to be cancelled! You ring them. They have a message service ONLY. They then ring you back when suits them. It took me nearly 2wk to sort this situation out. Meanwhile not knowing whether we would have accommodation, as no confirmation was received. I finally spoke to a manager 2wk before departure who emailed confirmation. Do not rely on their travel reviews either- they don't publish the bad ones. Stick with Trip Advisor.
Disappointing service while a lovely agent was on leave
I called before booking my holiday as I wanted to ensure my selections were correct, I was told everything was correct and to go ahead and book online. I book the $18k holiday and then am called straight away to be told the booking is incorrect, the rooms I’ve selected don’t interconnect. I have been to the resort before and know they do. The agent was condescending and unhelpful. She told me she could book different rooms, but it would then cost $22k.
I cancelled the booking and was able to book a better package at the same resort with the o...
They just didn't listen
We went on a family trip to Fiji, needed a few nights on the mainland before going to an island. We asked for a recommendation and were very specific about our tastes (in particular about food). The resort they recommended had AWFUL food. There were other ares in which it was disappointing, and overall it simply wasn't anything like what we described we wanted. Had they actually listened to us, they could never have recommended such a place. Then when we gave them feedback they claimed that the consultant no longer works for them. Following tha...t, we received an email from the very same consultant. She still seems to have her job... We also left a message for the manager, who didn't respond. Anyhoo, they simply weren't interested when we booked nor after the event.
Lack of communication
I booked an overseas holiday for me and my family, could not get my agent to respond to emails or phonecalls not really what you want when out laying that sort of money without knowing whats going on.
Customer services was not good
Online advertise is different than in person. False statements, online site says breakfast included and they were saying not included. Seems not bothered how customer will be feeling. No sorry etc.
Melbourne Cup Cruise 2018
I have travelled with this mob 3 or 4 times to sth east Asia with my family They were very thorough and help. But i recently enquired about a 2018 Melb Cup cruise that was on special. The woman i spoke with didn't really seem to interested to help. Just seemed like she was going through the motions. I called up about 7 days later to pay my deposit but was told specials have expired & there's nothing she can do about it. So i went to another online cruise specialist. Got a better deal and the person was heaps more helpful.
I booked flight tickets, hotel and ski packages with this company for 2 adults and 1 child. NZ trip end of July. I booked for an accommodation with lake view and thought it was a good deal. They called me back saying it was sold out and recommended me another hotel with Lakeview but more expensive and asked me to be quick because it might sold out again. So I booked for the more expensive option (first mistake, should just book from other company). So I paid for flight, hotel and ski. After I paid, they called me back saying I needed to pay ext...ra for baggage to go home because it's not included (they said it was the airline but it wasn't mentioned when I purchased the tickets). So I paid more money. Then the first day of my ski trip, I went to get my ski lift pass, and the ppl told me they couldn't find our names. I called travelonline but they have no direct line to their office. They kept telling me they'll ask the office to call us back. We waited hours and we ended up purchasing half day ski pass ourselves because it was already mid day and if we didn't go, we would have wasted money that we spent on ski wear, ski lessons, and childcare. They finally called us back and told us there was a mistake and they didn't book my ski pass. So they booked us for the rest of the ski days and refunded us the 1 day ski pass. But we had wasted half day of our holiday feeling upset and frustrated. I won't recommend this company.
Second party booking
Due to the fact that I was booking with Travel Online and they needed to check with the resort if my booking was successful. Eg: I booked a room with a shared bathroom. They checked with the resort and came back and said no that option was not available - but the garden room was available at a higher price. So agreed with that option. The next day got an email to say they had checked with the resort, that option was not available and only the Sea Fronted Room was available at a much higher cost. So I then agreed with that option. Fortunately I was able to successfully obtain a room for my dates of travel. Four days later, many emails and phone calls -
Difficult to get in touch with
I recently booked the 5 days Warwick Resort through TravelOnline and has Lisa as my dedicated agent.
However, I found that it is very hard to call and speak to a real person as the 1800 number and Lisa's direct work number in QLD go to voice mail, during normal business hours such as 2PM in the afternoon.
I prefer to speak to someone over the phone and I am forced to leave a voicemail with my details and no one actually calls me back.
Lisa also promised that actual flight tickets would be emailed to me few days after I receive the bookin...g tax invoice. I have not received the flight tickets as the invoice was emailed to me on 24/07/2017. I am not sure if that is the usual wait time, but then again I cannot just pick up the phone and ask anyone. Very frustrating!
They left me standing !!!
Booked day tour of Nadi, Fiji online. Got the confirmation. I was waiting in front of the hotel over 1,5 hour. Nobody came to pick me up. Finally hotel employee called agency and find out I was the only one who booked this trip, so they have cancelled that. I did not get any email from them. It was too late to book this trip with another company and I was leaving Fiji very next day. Because of this unprofessional company I saw only my hotel and the road to airport. You have ruined my vacations. Two stars for giving me my money back. But I was expecting more than that. Will never book with you again.
Hamilton Island family holiday
We originally booked a family room with Travel Online to later find out that was no longer available. We are a family of 6 (2 adults and 2 children), going on a family holiday so interconnecting rooms were verbally requested. Which was also validated by the fact that Travel Online emailed the resort requesting interconnecting rooms. Upon arrival we had adjacent rooms meaning one parent slept with 2 kids in one room and another parent with 2 kids in the other, not my idea of an EXPENSIVE family holiday! The hotel was fully booked and the man...ager was empathetic and agreed to rearrange some rooms to allow us to have interconnecting rooms at an additional fee per room per night. At no point in time did Travel Online advise we would be paying a higher price for interconnecting rooms! I sought compensation for the additional charges and the fact we were misled by Travel Online to be advised they needed something in writing from me to confirm this in fact occurred. An email sent from Travel Online 2 months prior to travel (you would believe would be sufficient validation), apparently was not acceptable evidence we requested interconnecting rooms! Will NEVER book with Travel Online again, there customer service is appalling with little or no empathy towards misinformation on their part!
Booked our holiday with travelonline who beat any other quote we had. We received the booking tax invoice stating the amount which we were quoted for the holiday. When it came to pay we selected the option to pay in full by direct deposit to avoid any surcharges. We later found that only part of the payment had been taken to cover the flights. This we were told, was done via credit/debit card and attracted a surcharge, despite selecting to pay by direct deposit. We were advised that we could pay the remainder of our holiday via direct deposi...t therefore avoiding any further surcharges. Apparently this is in the 'small print'. Solution- dont have a direct deposite surcharge! Misleading advertising. We would not use them again because of this as we could have got the same holiday cheaper elsewhere!
Issue with Airfare purchased from Travel Online
We ended up stranded in Fiji after buying an airfare from Travel Online that was not valid. We had to buy another ticket at the airport. This was very distressing. Travel Online are refusing to reimburse us for consequential loss which they are required to do under Australian Consumer Law.
Travel Online should provide the refund
Selling something they haven't bought yet.
When you give someone your credit card number you expect to get what you have pay for. I received a few quotes - the website was inconsistent charging twice for transfers. I rang and queried this and spoke to a consultant who clarified the problem and sent another quote. However, throughout the conversation she never suggested that the booking may not come through. When they were unable to confirm our holiday they said I should try two other web sites. Their email suggested the earliest booking they could get was in July instead of mid_April. ...Ringing the resort I wanted to go to I was able to get in just days later than my original failed booking through this company. The icing on my cake of discontentment was an email today that informed me that my credit card information has been compromised and I should ring my Bank. Dealing with this company has meant cancelling my credit card and all the hassles this involves and paying about $500 to change airfares. There is no way I would recommend this company.
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
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?
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
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.
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.
Get an answer from our members and Travel Online representatives
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