After Sales Service - Disappointing / frustrating
Service to book my holiday was fantastic. Prompt reply emails and all the information I needed. Was very impressed. However I emailed Travel Online requesting some changes to flights 2 months out from the holiday and it is such a struggle to get anyone to email me back. I emailed 2 people and heard nothing so emailed the main email and someone got back to me but now have been waiting a week for a quick response to my email. Very disappointing and I would think twice before booking with Travel Online again because of their after sales service.
Everything went as per itinerary. From very beginning to our flight home. Our first hotel in Karon was not really we think a quiet place for couples. Great for young families.
Little personal service
I had booked 2 cruises but dealt with about 6 different staff. ..unfortunately everyone has left and you are not moved to another staff member. I booked a 3rd cruise with Jasmine then she left. ..luckily I have researched a lot through the cruise forums ..otherwise I would have missed out on activities on ovation. . Basically the rooms were booked and that's it.... I have 1 more cruise booked for January and haven't heard from them since the last payment was due from my 2nd cruise. ... I guess they will send an email for the balance. ...
Service going downhill, check your invoice and itinerary carefully for any discrepancies and booking
I have just booked another Fiji trip after coming back from Bali in April. Been happy and a loyal customer since my first booking from July 2011 which I booked my first family holiday with Travel Online to Queensland Island. However it seems as the company grows with more customers, service levels has dropped dramatically.
Phone call was taken from an operator bluntly informing that a consultant would return my call and I am still waiting as I am writing this review. There has been multiple errors of my current booking which it concerns me as...
Slow with correspondence
It was easy to make a booking but I wanted to change it. It has been over 2 weeks since requesting the change and still no confirmation if the change has been accepted or not.
Great packages but...
Travelonline has great bargains and I would check their website on a regular basis but I’m still waiting on them to get back to me on a side trip to Singapore... well I’m not actually, gave up and went to Flight Centre for flights and booked hotel in Singapore myself. So, they are great and very prompt only on what you see online on their page but don’t seem keen to help out like a walk in travel agent would.
NOT sure if booked
Booked Fiji flights and accom however only received a holding not a confirmation. Had to follow for comfort to know it had been booked. Flight holding also changed after I had selected seats?
These guys are good with very competitive. Only problem being booking is not real time.
Good interface. Decent service. Good pricing. But big problem is that booking is not real and you have to way 24 hrs and sometimes even more to get confirmation. But overall isn't too bad.
Good prices but slow to respond
Booked to Norfolk Island and got a bag included for the same price as Air NZ was charging for no bag. Now I'm trying to change a flight and have been waiting days for them to get back to me. I fear the prices are going up as I wait.
Absolutely spot on
As I've tried many other sites, this travel online has most comfortable experience with easier to use website and exactly what you want out of travel experience.
Definitely recommend it to others to benefit.
Trip to Port Douglas
A great family holiday in Port Douglas. I found Travel Online had an easy hassle free booking system. Emails answered promptly. They had a great range of accommodation options and packages that many other online booking sites did not offer. Prices were reasonable. Will definitely use Travel Online Australia again.
March 5th 2015 Update:
Previously rated Travel Online 5 stars however after posting my review here have realised that the review I gave them on the resort I stayed at was not published on their website, as it was not a favourable review,
It seems they only publish the good reviews.
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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