When booking the holiday it was fine, the moment they got my money i never heard from them. I wasn't sure if it had been booked, if i had flights or a hotel.. still not sure if i have accommodation.
When i finally got my flights i found there were no seats booked, i asked for the seats to be booked and was told to go to virgin.
Went to virgin and was told the booking is with the travel agent and they have to book it.
I went back to travel online and heard nothing.
I went back to Virgin and was able to book all flights except for the way back.
A difficult times for Travel Agents, and they did exceptional in face of the challenges they have
Given that TravelOnline has been devastated by Covid and has managed to survive is a credit to the business and the remaining staff. TravelOnline now has a staff of 6 from pre-Covid numbers of 30, so they are definitely struggling with the sudden increase in travel activity, but they are doing a good job given the challenges they have. We had a Fiji trip from 2020 which they assisted in rescheduling into 2022. When you consider that even a simple trip from Australia to Fiji now requires constantly keeping track of the Covid requirements ...for each country and notifying the customers impacted, this has only made their job so much more complex now than Pre-Covid, so I do appreciate the challenges they are facing. After a lot of work by TravelOnline and ourselves, everything is arranged and ready thanks to TravelOnline. Personally, I haven't had to travel with this much paperwork in over 30 years and it is just to satisfy the ever changing requirements of every country these days in terms of Covid requirements. Again, thanks to TravelOnline for getting this trip over the line.
Nearly 3 years later and still waiting for our refund of over $4500! Such a pity as they were very helpful with the original booking but due to the lack of “fight” to get my money back they have lost me as a future customer! The automatic reply of “We will only respond after 72 hours due to high demand” for past 3 years has not changed-They lay blame with the airline but unfortunately they are the company that I paid for the service through. All other travel reservations will get refunds actioned asap.
Poor communication and are near impossible to contact .
We have tried numerous times via phone and email to contact travel online. We are trying to book a trip with credit from a cancelled holiday due to Covid in 2020. Travel online would not give us a refund for the cancelled trip and now we can’t get in contact to use the credit. Very frustrating as airfares and prices are increasing and we still can’t in contact.
Beware - only out to take money from you!
Disgraceful customer service. Have been given the run around since COVID hit. Refuse to give us a refund saying the airline tickets are already purchased?? What from two years ago? Now finally trying to rebook and have bumped the prices up and said ‘out of our control’. They now want us to pay extra for the same ‘tickets’ we purchased originally. If the tickets were already purchased as you say, why would we need to now pay more????We are not in financial position to pay extra and flat out refuse to help us. Why would a refund not be given if you can’t offer what was originally purchased. Buyer beware!
No responses - trying to book another holiday
We had a holiday to Fiji we could attend now we are trying to rebook but aren’t receiving a call back. We are wanting to try and rebook for next month - the phones go straight to message bank and no reply via email - apparently have a credit but can’t even book ourselves.. want to get cheapest flights but they’re getting dearer by the day
This company is to be avoided at all cost. Read ALL reviews to inform yourself.
I have read the recent reviews on Travel Online, particularly the ones by Laura T and Andrea S and have noted the response that Travel Online has given you. They are stating that they cannot return your money to you, because they do not have it, as it sits with their suppliers. However, I can tell you that in my situation, Travel online has acknowledged in writing that they have my money, but are still refusing to give it back.
If you find yourself in the same situation as I do, struggling to make contact with Travel Online, being given the sa...me stock standard generic reply and are experiencing financial hardship as I am, I encourage you to make contact with Adam Glezer on https://www.consumerchampion.com.au/ who is a consumer advocate that is assisting my sister and I in recovering our money. You are not alone on this.
Complete lack of customer service.
Travel online slowness to change bookings due to a canceled flight cost us accommodation which they told us was our problem and to claim on insurance. Trying to rebook accomodation via them as the flight credits are through them. They are now trying to sell us flights again. Most hopeless organisation ever. Regret having engaged them.
Poor customer support
Eligible for refund (Covid)2020 .initially told “should have read the fine print”Then up to 6 months ,then told 12 months before refund could be available.14 months from initial request funds arrived .Quick to take your money and then silence .Never again
Terrible. Primitive company, no concern for customer service
I stupidly booked a trip to Fiji in march 2020. Since then we've had credits to use once the world opened up. Travel Online have been nothing but frustrating to deal with. Proposed itinerary sent our of date order, a break down of costs not available through their system. I'm close to giving up on my credits because it's way too difficult to deal with this company.
Do not book through Travel Online
Have used Travel Online multiple times but would never use them again, after our last experience. I'm STILL waiting on a refund from 2020 and can still not get an answer as to when.
Horrible Treatment by Customer Service - Do not book a holiday here
I booked a family trip to Fiji in 2020. With respect and providing the business extensive understanding of the impact of COVID on the travel industry, I have tried on and off for 12 months to receive a refund for my flights (travel credit) as I have not been able to travel due to medical conditions. I was originally made to think this would be an easy process. I have provided a medical certificate exemption which an airline will usually accept for refund. They ended up just not replying to my emails regarding the issue and are no longer taking phone call enquiries. After reading other reviews it doesn't look like rebooking or using the travel credit will be possible. Buyers Beware Do Not Book Through This Company.
Terrible and just an ongoing nightmare.
Hand over your money to this company at your own risk cause I did and now still living in the nightmare of it all. Good luck.
Have been trying on and off for over a year to get my credits rebooked and always end up giving up as they are beyond infuriating to deal with. Even when emailing the generic reservations email straight after receiving an email they don't get back to you. They aren't clear with their messaging and don't give you what the quote you submit asks for without there being something changed.. I have had to take screenshot’s to show them what was meant to be booked. And every time I got the amended booking something else would be wrong and it takes the...m days to respond so by the time they do the prices change or the flights are no longer available. They ignore emails and don’t get back to calls. Probably the most unprofessional company I’ve ever dealt with. They are very good to book with initially but once you have a travel credit with this company, they are not helpful at all. It's as though it is a different company from when they served me nearly 2 years ago for my initial booking. I’ve been trying to complete and pay for my most recent attempt of a quote for the past 2 weeks. I’ve tried phoning every few days day, let multiple voice messages and also sent multiple emails for the past 2 week and either no contact from the company or such inconsistent and mistake ridden contact there may as well have been no contact. 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 border reopening however every dealings I have had with them since my initial booking has been like this! Very disappointed with the company and I would neve recommend them or book with them again. PS check Trust Pilot for reviews on this website there are more honest answers than this page!
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.
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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