Great before you pay, then nothing!!
They are great to deal with when booking, but as soon as you book and pay, good luck contacting them. Tried calls and emails and only just got our flight itinerary the day of our flight. Been trying to contact them so we can change some return flights, and it's been 3x days and nothing. No replies, no return calls. I'm currently overseas and wanting to make changes but all I can get is a call back message. Not good enough.
Travel online we’re nothing short of disgraceful. Never have I had a worse experience dealing with any kind of company. The lines of communication are dismal, the amount of times I left my name, number and queries to be called back and never heard from them again are too many to count. I understand it is a busy time, but even through email, communication was near impossible.
I had to deal with this company a lot unfortunately as my bookings kept being cancelled and each time I knew I was up for a whole lot of hard work trying to re-book somethi...
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!
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.
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Poorly trained staff
Initial airfare quoted was incorrectly quoted by agent. We paid the extra and booked airfares and accommodation.
We then travelled as a family of 5 (2 adults, 3 children). The rooms booked by the agent were not suitable for our family at both hotels. So much so, that at one hotel we had to pay an additional amount to the hotel to be placed in a suitable room type. This was very disappointing. I believe a lack of product knowledge and caring about what the customer receives at the other end led to this.
The review I submitted via their website which offered a factual review of the hotel we booked was not published. Be review weary on their website...
Don’t be fooled by their cheap deals.
I would not book with this company again.
Questions & Answers
Can someone please call me. Over the past 4 months i have been trying to use my flight credit i have for a trip to fiji that was cancelled from May 2020. Each time i email it takes days for a response and questions then are asked regarding details i have already supplied and it goes around in circles with days in between contact. Trying to rebook the same flights is looking extremely expensive as my last contact i was requested to pay double what i originally paid for. I can book new flights with you right now online myself for $700 less then what I’m being charged with my credits. I have spoken with Fiji Airways direct and they have checked my tickets and given me the open ticket details and have said i should not be having to pay extra.
We apologise for any delays in receiving a response. We are currently experiencing extremely high volumes of phone calls and email enquiries. Our team are doing their best under the circums...tances however we acknowledge that this is not the level of service that we usually provide.
Thank you #283254
Thank you for that information. I have passed this along to our Reservations Manager who will be in touch to assist you.
was looking into using this company, but am hesitant after reading the reveiws
Not sure if I should use them.
We acknowledge it has been a difficult time for our business and the travel industry in general. Although some customers have not been 100% happy with some of the credit and refund terms ...and conditions that we have had to adhere to, we've tried to do our best under the circumstances. We still have many happy customers with a 5 star review for a trip to Hawaii as recently as 2 weeks ago.
I never complain unless I feel it necessary. I’m not that person who would waste my time. All I can say is if you choose to use this company, I hope that you have a much better experience than I did.
I’ve made a booking with you guys. Ref number TOCS323367.
EverytHing seems fine although there is no mention of the 2x ocean view room,just one.
Also you have written two names incorrectly on the fijiairways booking 5GOQZU when I provided you with the correct names and surnames.
Please check Kirsty Nixon email and rectify that.. it will cost you according to someone on the Fiji airways call centre.
I fly in two days.
I have sent you an email regarding your queries, I look forward to your reply...Thanks, Marleen Reservations Supervisor
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