Despite TravelOnline having our refunded airfares (which I negotiated directly with the airline) in their account for more than 12 weeks, they still have not transferred the funds to my account. This is despite repeated emails to & fro & promises that the refund will be credited each of the last 3 weeks. To add insult, TravelOnline is to charge $50 per passenger to transfer the refund to my account. Totally unacceptable & very frustrating. Will never use or recommend TravelOnline ever again.
Not happy, paid upfront. After we paid flights changed. Lost basically a day.
To get a hold of them after making payment is near impossible.
Phone calls and emails not not returned .
Made comments on their Facebook page , they delete the comments.
Do not use them!
Booked flights to Fiji in August 2019 for travel in April 2020-This was cancelled due to Covid. We had flights out in credit. My wife then had complications from her diabetes and was advised that she is not to fly. We supplied all medical information required for a refund. We were told it would take 3months, then it went to 6 months then we were told 9months. When I called Fiji airways directly, was told that the refund has been processed-Travel online have said” the airline had given you the incorrect information “.
For the amount of money involved, it seems like the legal route is the way to go with this company!
Terrible Customer Service
I thought it was just the consultant I was dealing with but even when emailing the generic reservations email they don't get back to you. They aren't clear with their messaging and don't give you what the deal says. I had to take a screenshot to show them what was meant to be included and they finally agreed to include it. Then when I got to the hotel they weren't even included it was VERY frustrating. I asked them what happened and now they are ignoring my emails, very professional. I will tell all my friends & family never to use them!!!
PS check Trust Pilot for reviews on this website there are more honest answers than this page!
WORST EXPERIENCE EVER!!! BEWARE!!!
What an awful company to deal with! Holiday cancelled due to covid and they've been holding onto my money/refund for nearly 2 years and refuse to return it!!! All that is given, lies lies and more lies! A case of Buyer Beware when dealing with this company!! They will take your money and run.
Very bad service, a scam, Never use this company- MIDDLE MAN,
- very difficult to get hold off , will not answer the phone, have to leave messages but no one returns call
- purchased voucher (fully paid) which they cancelled due to covid but will not refund instead it they said it will be a credit voucher.
- when using the credit voucher they require additional $$$, this is a rip off, not fair, and may not be able to use this unless I agree to pay so much more.
-I trusted and purchased the voucher ((Sea world resort - 4 park package) in good faith, but now I was told I will need to pay $$$ to be able to get the same deal (Sea world resort - 4 park package)- this is very unjust and unfair...
Previously used this company and they were fantastic. However, I’ve been trying to complete and pay for a current booking with this company for the past week. I’ve tried phoning several times a day, let multiple voice messages and also sent multiple emails for the past week and still no contact from the company. Not sure how I’m meant to pay for my booking when they fail to return any of my calls, emails or messages. The current service is atrocious. I appreciate the company is likely to be busy since reopening however I’ve spent one week trying to make contact now and not heard anything back. Very disappointed with the company and I’m unlikely to recommend them or book with them again.
Bad service, avoid at all cost. Only nice when closing sales, but for rebooking via travel credit they are terrible
Very very bad customer service. They do not answer phone calls, asked to leave details for call back but no one calls after 1 week. Note: If you are a new customer and they can suck money off you, they will act very quickly to close your sales. In my case I have a travel credit with this company, they are not helpful at all. It's as though it is a different company when they served me like a customer a few months ago for my initial booking.
The initial booking experience is great, but after they cancelled my travel into credit, the service is ...terrible as though I'm no longer their customer. It is extremely difficult to rebook. I have contacted via both email and phone calls, and today is day 8. I'm still attempting to book. I fail to understand why dealing with a travel company can be such a painful experience
Poor customer service
We had a booking through travelonline which was confirmed and we paid our deposit straight away as we had to. Travelonline recently emailed us to advise that the hotel will be closed the week of our holiday and unable to accommodate us. We have already booked and paid for our flights so this has left us very inconvenienced. Not once have they even called us, only emailed which takes them at least 2 days to reply to us, then they have told us it will be 6 weeks for our refund of our deposit and now they have told us 12 weeks. This is not our fau...lt and even though we had to pay our deposit straight away which they received straight away, we are punished for them cancelling our holiday and have to wait for our refund which we need to be able to book another hotel. Pretty crap service especially when people are struggling.
NEVER EVER AGAIN
Booked a package trip to Bali in 2019, due to leave in May, trip was cancelled due to Covid. This company has done nothing to support a refund, they have never kept me up to date with airlines refunds policies and feels they should keep their commission and a $100 credit and supports the airlines (Garuda) with their ever changing refund policy. Agent cant even send me a copy of the terms of my ticket I have asked 10times. They are rude, unhelpful. NEVER AGAIN.
The worse company I have ever dealt with!
Please read this before you use this company. I had my accomodation cancelled due to Covid. When I requested a refund, Travel online kept insisting the accommodation was holding my money which was a complete lie as proven by the accommodation. Travel online have since told me my refund has been approved and that I would be refunded in 30 days. Well 30 days has since past & they are still coming up with excuses now telling me my refund could take 12 months. I have been lied to, hung up on, told to investigate the matter myself & I have never bee...n contacted unless I contact them. It begs the question, has anyone received a refund from Travel online or is this company simply keeping your money? Standby for the same crap reply from this company - Ref No TOCS313446
Beware if you have a cancellation.
We are still waiting for a refund for flights more than 14 months ago.
They refused to refund our accommodation charges, despite the accomodation provider not charging them. The reason they gave is that we cancelled with 45 days of the booking. We didn’t cancel, The borders shut!!
We have been refunded by another online travel agent within 2 weeks of flights been cancelled, despite being a budget provider. Jeststar has refunded me 3 times during the pandemic within 2 weeks.
It’s beyond a joke now. Much safer to book direct with airlines
Extremely poor service, in fact there was no service at all.
Rang four times, left message four times, not contacted once by anyone.
Will not consider trying to use this organisation again. Promises but no follow through. I know there are better travel agents out there.
Do not go anywhere near this company!
We understand that the current climate is hard for everyone, but these guys are showing their true colours. We booked to go to Vanuatu as we have done many times. We normally book our own flights and accommodation but I received an email from this company and thought I would give it a try. So obviously our trip was cancelled. No problem, to be expected at the moment and I’ve had a few holidays canceled over the years. I had rang this company about the cancellation in December last year which they confirmed. I have over $1900 in credit with them...so I thought I would use them to book new flights. They sent me a quote to fly from Sydney to Brisbane with the same people , at a cost of over an extra $1000 I have tried over and over and over and over to get my credit sorted . I have talked to virgin directly and they informed me that they can provide the credit directly if travel online agree to hand over the control of tickets. When I told the travel online consultant about this their response was; when you ring virgin you deal with a retail representative and when we (travel online) ring we deal with a wholesale team that don’t give us the cheapest flights! On top of that on the phone they where really rude and condescending in manner. If I had of just booked directly like I normally do I would not be writing this right now. You are far better protected going direct, or using one of the major companies such as flight centre ( I’ve had 2 cancellations and never a problem) I really have to ask What value do you add travel online? If I can order directly and get a cheaper deal ? Please be careful people! If you want to book a holiday through a travel consultant, check out the reviews first. I sure wish I had of .
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.
Questions & Answers
My partner and I will be travelling to Fiji in 2 days time. My partner has received her itinerary and tickets but I have not and I will be leaving in 2 DAYS!!!!!
I have been trying to contact you guys for a week and I need this sorted out ASAP.
booking reference TOCS319275
Apologies for the difficulty in getting through, we have a number of team members out sick currently so we are a bit short staffed. We are also dealing with an extremely high volume of phone calls and emails due to last minute cancellations due to customers testing positive for COVID as well as assisting customers who have tested positive to COVID whilst overseas. We are also helping to assist customers whose plans have been impacted by cancellations due to hazardous operating conditions as a result of the ash cloud from the Hunga Tonga-Hunga Ha'apai volcanic eruption over the weekend.
Please bear with us as we navigate this challenging time. Our team are doing their best to assist all customers in a timely manner and are working through emails and call backs in departure date order. We think this is the most efficient way to assist our customers during these challenging times. We understand this may be frustrating for you, having to wait longer than normal for a response and we sincerely apologise and thank you for your patience and understanding.
I have passed your information along to our reservations team and marked it as urgent, so they will be in touch shortly.
I am asking on behalf of my partner Brooke Annan-coe, ref number TOCS320323. Please get back to my email asap or call me on 04206702933. We have been trying to contact you for DAYS in regards to a change in our flights that we did not consent to and we now miss a whole day of our 5 day trip to Fiji. Please contact me ASAP or I will contact consumer affairs, the resort, and Fiji airlines to try and sort this out and potentially get the money you scammed me out of!!!
I can see that our consultants emailed Brooke yesterday afternoon at approximately 2.30pm with the below advice:
Thank you for your email.
Unfortunately all the airlines are reducing their flights in to Fiji for the next couple of months.
There is no other direct flights with Fiji Airways on the 1st besides the flight they have moved you on to. There is also no direct flights on the 7th of March either if we wanted to extend your holiday by a day. There is however the same flight home you are currently on for the 8th of March. I know its not ideal but we could extend your holiday to make up for the lost day? If it’s a direct flight we can do a free of charge change however if you wanted to look at a flight via Sydney on the 7th you would need to pay for the Sydney to Melbourne leg?
We sincerely apologise for the difficulty in getting through or receiving a response. This is not the level of service that we pride ourselves on, however we are currently shortstaffed due to a number of our team members being out sick. We are also currently dealing with a number of last minute cancellations as well as customers who have tested positive to COVID while on holiday who we are also assisting. Our team are trying their best to get back to all customers as quickly as humanly possible.
We also apologise for the inconvenience of having your flight schedule changed. Although this is controlled by the airline and completely out of our hands, we understand that it is frustrating and would like to help you amend your plans. Based on the advice given in the email yesterday, we will await your instructions on how you wish to proceed. If you would still like a call from a consultant, please let me know and I will have someone contact you.
Hi, yes they did, but that email is EXTREMELY confusing!!! I have gotten in touch with someone who is passing me on to management. Please be more clear with your emails, as they are impossible to make sense of, it almost feels intentionally confusing.
Hi, can someone please contact me about a booking I have through you? I am experiencing no answers to my calls and emails. Before I start getting upset can someone please contact me URGENTLY!
Hi Marianne, We apologise that you are having difficulty in getting through. We are currently experiencing an extremely high volume of calls and emails. Our team are trying their best to get back to everyone ASAP and we appreciate your patience. If you can please provide your booking reference number I will have your consultant get in touch with you.
My Booking Reference is TOCS312937. I have paid for the accommodation but have not received any confirmation of payment or the travel documents. This is urgent and I need a response as soon as possible.
Hi Marianne, Thank you for providing that additional information. Your consultant has resent your travel vouchers. Please let us know if you do not receive them. Have a wonderful trip!
Get an answer from our members and Travel Online representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.