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- 3 reviews
- 2 likes
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.
Brendan Phillips
Hi Brendan,
Our reservations team have been able to locate your booking in our system without your TOCS reference. ...
Read more The latest update we have is that Away Bali, the property you had booked with, were paid in full by us and are therefore refusing to provide a refund. However, they are offering a credit. Currently this credit is valid until 20 December 2021 however this will be extended if travel is still not permitted by this date. I can see from previous correspondence with our consultants that you are still interested in rebooking your Bali holiday, and this will be not a problem when the time comes for travel to open up again. In short, you will not lose your money. However because they will not provide a refund, we are unable to offer you a refund. This means you will have to wait for travel to Bali to be reinstated before you are able to use your credit. We understand this is disappointing as travel is taking longer to open up than any of us had hoped, however we hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaint
sorry my credit was with you direct as per email from Rachel your representative and the letter your provided clearly states for use on any product liars. By the way my reviews are getting a lot of tr...
Read moreaction with the VETS they are sharing it everywhere I will email the screenshot.
- 2 reviews
- 1 like
A company to avoid.
Last weekend we booked a trip to Hayman Island online. On Monday we received an email enquiring if we were still interested. We phoned the company at 9:29 am Monday. We were informed that the price was now $600 more (less than 48 hrs since the online enquiry. During the phone call we were assured more than once the rooms we requested were available as they could be seen (on the screen). We then completed an online booking including payment information by 9:50am. After waiting over 24 hours for final confirmation, we contacted the company only ...
Read moreto discover the rooms were not available. I cancelled the holiday over the phone then sent an email requesting confirmation of the cancellation. Yet to receive a reply. I feel this is very poor customer relations.Hi Adrian,
Thank you for your feedback. Firstly we'd like to apologise for not being able to confirm your booking request and failing to meet your expectations. Although most do, unfortunately not e...
Read morevery hotel provides us with live room availability and even those that do, availability can change almost instantly if a booking comes through. So although your rooms may have been available when you spoke to our consultant on the phone, if you did not book them immediately then and there, it's possible that in the short time it took for you to submit your booking, another booking came through and exhausted our allocation.
Firstly I find it strange that you have time to write a message seemingly to publicly justify your actions (or lack of) but you do not have time to respond to the email I sent you. Secondly your repr...
Read moreesentative said that she could see the rooms were available (on the screen). This implies live room availability. I started booking the rooms immediately after the brief phone conversation and the process had been completed within 15 minutes. From my situation this is an unresolved matter because you have not supplied the information, relating to the closure of this matter, as requested by email. Your public response has little meaning when you continue not to resolve and underlying issue.Hi Adrian,
As I'm sure you can understand, the staff who reply to our reviews are not the same staff who process bookings and reservation enquiries. The reduced team we have working on that are doing their best to respond in a timely manner. ...
Read more I understand you are frustrated, and as acknowledged in our previous response, although we could see the live availability at the time, these rooms could have been taken by another booking which was submitted the second you got off the phone. Similarly to online shopping, you can add a product to cart and it still be sold out by the time you go to complete the check out process. Of course this is disappointing, but unfortunately it is the reality of trying book such popular resorts in such a short timeframe. If you check the InterContinental Hayman Island Resort's direct website, the dates and rooms that you were requesting are not even available direct. We're sorry that we weren't able to secure your booking for the property, dates and room types requested on this occasion. We're happy to assist you in booking your holiday for alternative dates if you are flexible. If not, we understand and wish you the best of luck in booking exactly what you are after.
- 10 reviews
- 16 likes
- Verified
Sorry I can't leave a 0-star rating
It is plausible that this period of time is showing the best-and-worst of companies. In respect to Travelonline, it won't be Covid that puts their business under, it will be their own lying behaviour, poor communication and poor business practises.
We had a flight to Honolulu cancelled in Oct 2020. We selected a refund via the Jetstar cancellation process. I had upgraded some features of this flight seperately- Jetstar promptly refunded the upgrades directly to us exactly 3wk later. The remaining flight was refunded to Travelonline on that...
Read more same date. This was the 6th Nov 2020. I rang Travelonline mid Dec 2020. I was advised the refund was scheduled to be processed mid Jan 2021. I would describe the agent's manner as obtuse, borderline rude. How dare I ask for my money back in a timely manner? I have emailed Travelonline today (mid Jan 2021). They now dispute that they received the Jetstar refund early November and it was actually late November, and now state that we won't see our refund till after 18th Feb 2021.Hi Melissa,
Thank you for your feedback. We understand this is a difficult and frustrating time for our customers however our team is doing their best to process refunds as quickly as possible with l...
Read moreimited staff. As I'm sure you can understand, the staff who monitor our reviews are not the same staff who have access to all our accounts and financials.
On cue! Thank you. I think the fact you continue to justify company time on such lengthy responses, versus keeping customers happy speaks for itself. Imagine the 3-5mins it would take to process ind...
Read moreividual EFT refunds!!! I suggest that your future customers would rather see commitment to that, rather than what you have produced here. You go a step further and question the integrity of my information. I was told by Jetstar that they refunded the entire flight (inclusive of our upgrades) at the same time - we received this 6th Nov. Yet, you deny this. Future customers will look at it this way. Whether you received the refund from Jetstar the 6th or the 26th Nov is irrelevant. What is of relevance is that you "sit on it"for months....now the 16th Jan, and we are told we won't see it till the 18th Feb. Then it is minus the service fee.
Appalling Customer service
No one has bothered to return my call or my email dated OCTOBER 29th, it is now December 9th 2020!!!! No follow up, no support, no customer service what so ever during this crisis!! Not once! I highly recommend for consumers to go elsewhere!!! This is a joke and I will never return or engage in their services again.
Hi Mary Jane,
I understand our Reservations Manager has already reached out to you this morning however I also just wanted to follow up with you here....
Read more Based on the information that she provided, I can see that we did email you on the 29th of October after speaking to you on the phone. On the 29th of October at 10.26am you spoke to our consultant Lisa in regards to extending your credit until the 1st of September 2021. We advised over the phone we had done this for you. We also sent you a credit on file invoice in correlation with this information at 10.27am on the 29th of October to the email address we have on file. Then on the 5th of November we attempted to call you after receiving your email and your phone call request call back. Our consultant Tika attempted call you back at 1.36 pm on the 5th of November. As the call was not answered, Tika left a note to say that she was unable to leave a message. Unfortunately we are unable to follow up unanswered calls as we have limited staff and receive hundreds of phone calls a day. I’m sorry if this has caused you to think we have not tried to respond to you. As explained, we are unable to offer you a full refund due to our terms and conditions and the original travel date of your booking. You were due to travel on the 26th of March and we had already paid the hotel. The hotel has not refunded us your money. It is credit and we can only offer you a credit. I’m sorry this is not the outcome you are looking for but we are obviously unable to refund money we don’t physically have ourselves.
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No communication, poor value
Stay away from this agency. If you have credit with them be ready to be charge more or loose your money.
Booked a room with them 1 year ago, due to covid travel was cancel and credit voucher was gave to me to be spend n any hotel with travel online. I re book with them to go in Fiji, and they refuse as the voucher as to be spent in the same hotel, so I did. However after few day Travel online re contact me saying they need to charge extra due new rates or I can take a cheap room instead
Hi Andrea,
Thank you for your feedback. We understand you are disappointed. This is clearly a very difficult time for our customers and everyone involved in the travel industry....
Read more Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. Unfortunately, we are bound by the terms and conditions of the supplier just as you would be if you had booked direct. Some hotels are being flexible with their credit and refund policies and some are not. This means that not all credits provided can be used on any product, and in this case the hotel you booked only provided a credit to be used to rebook the same property. As a country that relies extremely heavily on tourism, hotels in Fiji have been severely impacted by the global pandemic and the travel bans that have resulted. Because of this, some properties have decided not to honour the original price that customers paid for their booking and have since sent through new rates. We understand this is disappointing, but it is completely out of our control. This higher price has nothing to do with anything that we are charging and if you were to look at the hotel's website directly you would see that they are charging this price. We have tried very hard to advocate for our customers in each individual circumstance. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. Travel Online is following ACCC Guidelines which you can view here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaint
You luck of communication we been trying to deal with you guys more then a year ago and each single time your staff say a different story. We ask to speak to. A manager but for some reason your manage...
Read morer is off or working from home or at manager meeting, we ask to be. Called back and after 4 days I didn t receive any call.. The hotel was in Vanuatu not in Fiji. You told us the hotel rates have increase but we contacted the hotel and they did not increase. Price so you change once again your story saying the flight with virgin Australia is $500 more expensive, however you previously told us we had a. Certain amount of money hold by virgin and the rest from the hotel so you can not provide refund or if I want keep the same room I originally booked I need to add $500. How can be possible you can not refund because the money are hold by virgin and by the hotel but you can move money from hotel credit to flight credit. Confusing, unprofessional.
Disappointing Result
Tried the 'bait and switch' strategy."That is totally booked out I'm sorry", we have something else but....... But it was over double what original holiday was. I am quite unhappy with the experience.
Hi John,
Thank you for your feedback. Firstly we'd like to apologise for not being able to confirm your booking request and failing to meet your expectations. Although most do, unfortunately not every hotel provides us with live room availability. ...
Read more We're also finding at the moment, that with limited places that people can travel and the sudden rush of border openings, availability at a lot of hotels and resorts is becoming very limited - even if you were to try and book direct. We understand this is disappointing and frustrating, however we are trying our best to offer similar alternatives in the same destination. This may mean that only more expensive room types are available and although we do our best and also offer discounts to try and keep the alternative within a similar price range this is not always possible. If you are flexible with your travel dates, this can help to keep the cost in line with what you were originally quoted but if you need particular dates, a particular property or destination this can make finding options more difficult or expensive. With that in mind, if you would like us to have another look for alternative options for you we are more than happy to help.
- 2 reviews
- 3 likes
Refund for my Fiji holiday
I had a holiday booked for July this year to Fiji which was obviously cancelled due to the current situation of Covid19.
After a repeated dialogue with TravelOnline, they refused a refund. They stated that the terms of Fiji Airways didn't provide for a refund in this scenario, even though their quote from Fiji Airways stated that they would provide a refund if required to by law. Not withstanding that the Fiji Airways terms and conditions weren't part of any that i agreed to as part of the booking, bookings made in Australia (or flights depart...
Read moreing from Australia) are bound by our local laws. Australian Consumer Law does mandate a refund in this scenario. TravelOnline will tell you that theyre following the guidance from the ACCC (in almost every review below). The updated guidance on the ACCC link they provide is clear that they should provide a refund, and that you have rights as provided under law. I paid for my deposit via Paypal, and after a long dispute, I was refunded my deposit. I encourage all of you that have struggled with TravelOnline to lodge a dispute with your bank if you have paid by credit card, or likewise with Paypal. Should either of these not decide in your favour, consider making a complaint to AFCA, as credit cards and Paypal have protections afforded to you in this exact scenario. Unfortunately your options are limited if you paid via BPAY or direct deposit. Short of those options, consider lodging a claim in QCAT, which is cheap and easy to do, is a no lawyer and no cost jurisdiction and plead your case there. Clearly TravelOnline will do everything in their power to avoid their obligations in providing you a refund, but you have rights, and you should pursue them. Do not bow to their pressure of a credit for a later booking.Hi David,
Thank you for your feedback. We understand you are disappointed you have not been able to obtain a refund for your flights with Fiji Airways. ...
Read more Unfortunately we are bound by the terms and conditions of the airline, the same way that you would be if you had booked the flights yourself directly with the airline. The fare you booked was a non-refundable fare, therefore Fiji Airways is only offering a credit at this time. Regardless of where the booking is made or where the flight is departing from, all flight bookings are bound by the terms and conditions of the airline, something we have no control over. We are legally obliged to comply with whatever terms and conditions Fiji Airways has in place. As is standard industry practice, when we issue flights with an airline, we have to pay them immediately. We are unable to issue flights without immediate payment. Airlines do not issue tickets unless they have been paid in full. This means that Fiji Airways holds your money, not us. Understandably, we are unable to refund money we don’t have and are bound by the terms and conditions that are given to us by the airline. The current policy of the airline is to give you a credit to use for future travel, which we have extended to you. Unfortunately this is all we can do because at this stage, they are not offering refunds. Please refer to the airline's current policy https://www.fijiairways.com/en-au/flights-travel-credit-deferred-travel We understand this is a very difficult time for everyone, but we are unable to force the airline to give you your money back. We are very sorry this is not the answer you are looking for, however Travel Online is following all ACCC Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes We are also accredited under ATAS, which is the managing body for Travel Agents in Australia and we are also adhering to the published ATAS Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes This is clearly a very difficult time for our customers and everyone involved in the travel industry given the circumstances surrounding COVID-19 and the unprecedented impact it is having. Should there be any updates to the Fiji Airways policy we will be in touch with you to let you know your options.
It's fairly obvious you didn't read my review. I have my refund. I hope that the others can receive a similar outcome that I did.
- 6 reviews
- 8 likes
- Verified
Great service during these unsettled times
I had several holidays booked with Travelonline when the borders closed. One in Fiji and later, because I thought at least interstate borders would stay open, one on Heron Island. Both fell foul of border closures. I was worried because so many have simply lost all their payments, but travel online were great. Getting me a full refund for Heron Island, refund of my accommodation deposits for Fiji and credit for flights (as that was all the airlines had offered). This meant I could rebook Fiji for mid next year without the worry that my money would be lost.
Hi Lynda,
Thank you so much for your kind words, as well as your patience and understanding during what has been a very difficult time....
Read more It’s reassuring to know there are people like you, who even in challenging circumstances still take the time to express their appreciation. Unfortunately not everyone is so understanding and it can really take a toll on our team. Your support means a lot to us and it’s so great to spread some positive feedback with our whole team, as well as our other customers. Once again, thank you for your patience and kindness. It means more than you know. We're looking forward to getting all your trips rebooked for you in hopefully the not too distant future! Kind regards from all the team at TravelOnline.
- 2 reviews
- 3 likes
Do not hand over one cent to travel online - appalling customer service
Distraught, frustrated, disappointed!! This company are full of contradictory information, every single time I email them I get a different response. Was told we could only obtain a credit, then another email stating we could apply for a refund and now another email stating they have washed their hands of my enquiry and have been referred to go to Jetstar direct. Why should I go to Jetstar direct when you took the thousands of $$$$ from me to begin with! Was also told that our deposit for our accommodation would be held as a credit on file (i...
Read moren which I have in writing) and no refund will be given. Why should it sit in their bank account earning interest for a situation that is no fault of ours. When the time comes to travel overseas again this company has lost our business. Should have known better and dealt with a more reputable company.Hi Lisa,
This is clearly a very difficult time for our customers and everyone involved in the travel industry....
Read more Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. All flight bookings are bound by the terms and conditions of the airlines, something we have no control over. Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. We understand this is frustrating, however please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines in offering flexible travel credits where bookings would normally be non-cancellable and non-refundable. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update We understand these are unprecedented times and as such we have arranged a 100% Travel Credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaintFind out how Travel Online compares to other Booking Services
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- 3 reviews
- 13 likes
What a waste of my time this was.
Spent an hour with my wife looking at available bookings through this company. Made booking only to get a phone call 2 days later saying that my booking was not confirmed or available. I then phoned the resort directly and made a booking easily. Do not use this site to book accommodation. I have just spent some time reading the large number of poor reviews for this company. I wish that I had read these before trying to book through travelonline because I would not have wasted my time and would have gone elsewhere immediately.
Hi Ian,
Firstly we'd like to offer our sincere apologies for not being able to confirm your booking request and failing to meet your expectations. This is not the kind of service that we pride ourse...
Read morelves. Although most do, unfortunately not every hotel provides us with live room availability, which may have occurred in this case. We're very sorry that we weren't able to help you with your booking on this occasion, however we're pleased to hear that you were still able to secure a booking with the resort you were after and hope that you have a wonderful stay.
Still Waiting for agent to call me
I called at 4.30pm on Wednesday Afternoon & was advised that an agent would call me back.
I called again at 2.00pm on Thursday Afternoon & was asked if an agent could call me back & I said I was still waiting to hear from yesterday, the reply was I will mark it URGENT.
Its now 4pm on Thursday & still Nothing.
I wouldn't waste my time with this company, we were about to book for a group of 6 on the Spirit of the Outback railway In first class, but dont worry about it. We have taken our business elsewhere.
Today is Saturday at 0850 & still have heard nothing from this company, glad it wasn't urgent, glad I took my business elsewhere
Hi Martin,
We apologise for the delay in receiving a response. Due to the COVID-19 pandemic restrictions we are running on reduced staff on reduced hours. This is also the case with the suppliers wh...
Read moreich we are liaising with in regards to bookings which is unfortunately slowing down response times.
Do not book through travel online.
Our international trip was cancelled due to covid 19 which is understandable. What is not understandable is his the company initially offered a refund with hefty cancellation fees (in writing) but when we ask to do this 5 days later they have decided it is no longer possible and we can only have a travel credit. Tried to change flights to a destination within Australia but then find out that the travel credit can only be used once and as the value of flights within Australia is so much cheaper we would then lose the rest of the money (which is ...
Read morenot the airlines policy which states travel credits can be used within a selected time frame until balance is zero). Overall it has been an horrendous experience. Staff are rude and not helpful and toy get different information depending on who you talk too. I would never recommend this company!Hi,
This is clearly a very difficult time for our customers and everyone involved in the travel industry. ...
Read more Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. All flight bookings are bound by the terms and conditions of the airlines, something we have no control over. Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. We understand this is frustrating, however please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines in offering flexible travel credits where bookings would normally be non-cancellable and non-refundable. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update We understand these are unprecedented times and as such we have arranged a 100% Travel Credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaint
The trip booked is under TOCS296246. Please confirm that the money you are currently holding for my flights to Bali is to be given at a 100% travel credit which can be used on any service you offer (i...
Read moree accomodation within Australia) as this is not what has been told to me to dateApologies for the misunderstanding. Your money for flights has been paid directly to the airline. This is standard industry practice. All airlines require payment in full before they will issue ticket...
Read mores. So your money was paid to the airline on the day you booked. As such, we can only pass on whatever they are offering. As mentioned above we are legally bound by their terms and conditions. Any other money paid for the accommodation portion of your trip is a 100% travel credit able to be redeemed against any travel product we sell including accommodation within Australia. We are trying to be as flexible as we can where possible, however our hands are tied when it comes to flights as all credits for that portion of your trip are bound by the terms and conditions of the airline.Find out how Travel Online compares to other Booking Services
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- 2 reviews
- 2 likes
- Verified
I would NOT RECOMMEND TravelOnline.com - Frustrating, disappointing and full of contradictory information
I would NOT RECOMMEND TravelOnline.com. Our experience with TravelOnline.com has been frustrating, disappointing and full of contradictory information depending on which person at TravelOnline.com we communicated with. Three families booked accommodation through TravelOnline (separate bookings) for a group holiday. All checking in to Padma Resort Legian on 27/03/2020. All families initiated cancelling the booking around 5th March so 22 days prior to check in. Short version, one family’s booking TOCS280716 received a refund (minus $200 in fees)....
Read more The other two families including our booking, TOCS280975 were told refunds were not an option and ultimately told we could only reschedule our dates with Padma and additional fees maybe incurred depending on the dates chosen. Along the way through communicating with TravelOnline we were told several different stories. When my husband phoned early March, he was told full money had already been paid to Padma so no changes were possible. In email correspondence to me in Mid March, TravelOnline told me that because the TravelOnline payment had not yet been paid to Padma, they could offer us a full credit to use in the future on any accommodation offered by TravelOnline (did not have to be Padma). Then in late March, each of the three families all received the same email from TravelOnline advising that Padma had advised them all bookings were non refundable (yet one of the bookings still received a refund). So after being told in writing my family could have a full credit to use on any acccomdation offered by TravelOnline, the end situation is that one family received a refund less $200 in fees, and the other 2 families (including mine) are only able to reschedule dates and that additional costs may be incurred depending on the dates chosen. TravelOnline, you provided contradictory information to us throughout the whole process and as evidenced by the fact that one of the three families received a refund, I find it hard to believe anything that you told us along the way. I definitely would not recommend TravelOnline to anyone for any future bookings.Hi Kim,
We do apologise for the conflicting information you received throughout this process....
Read more As I'm sure you can imagine, the situation was changing very rapidly as each new announcement was made by the Australian government. At this time, we were also trying to deal with announcements being made by the Bali government (as well as all overseas governments) and stay across the cancellation policies of all our suppliers, which were also changing very rapidly as their governments and businesses made decisions on how to handle this unprecedented situation. We were trying to do all of this, while at the same time, assist all of our customers who were either stuck overseas and needed to return home or who were due to depart immediately. At that time we had over 3,000 bookings affected, so as you can imagine, we also had an influx of customers who were due to travel in the coming weeks and months who were concerned about their bookings and wanted to make amendments or cancel. The experience that you have described is certainly not the kind of service that we pride ourselves on, however we have never experienced a situation of this magnitude. The global pandemic has had an unprecedented impact on all businesses, but the travel industry has been hit particularly hard and like all travel businesses, we were trying to manage our way through this crisis. Our team were doing their best to keep all of our customers informed during this time, however the situation continued to change rapidly and many of our suppliers were changing their cancellation policies in response to this. They were also swamped with inquiries as were we and between those delays and time difference, at times communication with them was difficult or delayed. We are sorry that on this occasion we didn't live up to your expectations, however we hope that we can show you the excellent service we are accustomed to providing when the time comes for you to use your credit to rebook your holiday.
- 2 reviews
- 2 likes
I would never go through Travel Online again in my life.
I booked a holiday for my family to go to Thailand for departure on April 1st to 12th 2020. Obviously I could not go because the government ban. I have tried repeatedly to get my money back as it is out of my control. But Travel online refused to give me any refund. They have issued a credit voucher for use until Dec 2021. I still need to fly with Thai airways. Who knows if I will be able to use it and when? International flights are a long way from being reinstated. And why would I want to go now? It is appalling and morally wrong for a compan...
Read morey to hold on to funds in these circumstances. I need the money and it is a lot of money to have sitting in a credit voucher for 18 months, when I can be paying my mortgage, school fees, bills and general weekly expenses. Let me tell you Travel online ... by treating your customers like this, you ensure none of us will EVER purchase from you again. That is a sure way of putting the last nail in your own coffin. I will be supporting the honest, loyal and compassionate travel industry companies in the future. And I will pay! I will pay for that service. Good luck... hoard this money, because you will need it to survive. This is disgusting and un Australian. This kind of customer service never works.Unfortunately we are unable to offer you a refund because we physically don’t have your money.
When we issue flights with an airline, we have to pay them immediately. We are unable to issue flights ...
Read morewithout immediate payment. This is standard industry practice. Airlines do not issue tickets unless they have been paid in full.
Never use Travel online!!!!
I had a holiday to Hayman Island booked. Due to the Coronavirus we couldn’t go. Travel online will not refund and only offer credit vouchers. Other travel agents are giving refunds. Why should they keep my money?? I won’t be able to take holidays, so being able to rebook is impossible. I’m so disappointed. They have my $14,000 and I can’t get my money back. Don’t use this company, whatever you do.
Hi Tracey,
Our management team has reviewed your booking and individual circumstances to see what is possible. Under our normal terms and conditions, your booking is non-refundable. However, we unde...
Read morerstand these are unprecedented times and as such we have arranged a 100% travel credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages.
I realise you are following guidelines, however, this is a very different situation.,Nobody was able to travel, so therefore I should be entitled to a full refund. I’m not sure why other Travel Agenci...
Read morees are offering full refunds and you are stating you must follow ACCC guidelines. Other Travel Agencies are not following these guidelines because they are sympathetic to their clients. This is very disappointing. I wouldn’t recommend Travelonline to anyone. I will make a complaint, not that it will probably get me anywhere, as I realise you probably right in the fact you’re following guidelines. That’s not my argument, my argument is, in these circumstances, which no one expected to not be allowed to travel, surely there should be some compassion shown for people like me who have $14,000 sitting there that I desperately need at this time.
- 6 reviews
- 5 likes
Gave us useless vouchers to protect their sales commission
Description: We booked our flights through Travel Online (hereinafter referred to as "TO") on 29 November, 2019. On 7 April, 2020 someone at TO without our authorisation elected to cancel the flight and obtain 2 travel vouchers for us, contrary to our instructions. We NEVER authorised TO to cancel our flights and obtain 2 travel vouchers on our behalf. Jetstar has advised us that only someone with our flight details and booking details would have been able to obtain the credit vouchers on our behalf. Neither my wife or I had logged on, on the 7...
Read moreth of April, or at any prior time, to manage our booking. It could only have been someone from TO. On 8 April, 2020 TO emailed us the travel vouchers. We maintain our position that we wanted a refund IF the flight was cancelled, and IF the flight was not cancelled, then to leave the flights on. If the flight was NOT cancelled we asked TO to reinstate our tickets. TO is unwilling to assist but has made an admission of guilt in their email to us and we are suing.Hi Sanjay,
I understand we have already been in contact with you about this this morning. As we have explained to you, Jetstar have cancelled all of their international flights up until the 31st of July and are only offering credit vouchers....
Read more We fully acknowledge that we cancelled your Jetstar flights and put them into credit. This was done under advice from Jetstar due to the fact the flight wasn’t operating. We also can’t reinstate your flights as they are not operating. As we have already advised you, we are unable to press for you refund on your behalf. It is something that you have to facilitate yourself as Jetstar are providing you with the credit voucher directly. It no longer belongs to us, it belongs to you as you can use that voucher directly on Jetstar’s website you do not have to book it through us any more. We understand this is a very difficult time for our customers and everyone involved in the travel industry. Please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update As you can appreciate we are experiencing high volumes of enquiry and as such, this is our final position in this matter. Unfortunately we are unable to reply to any further correspondence relating to a review of this decision. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaint or take whatever action you feel is necessary.
- 4 reviews
- 29 likes
Not refunding covid-19
Had Bali Accom booked for 22april to 30april.
Booked flights and another hotel seperatly and was fully refunded.
Travelonline said they received booking credit from Bali hotel, but the credit voucher received is for travelonline? The credit expires on 22april 2020 there is no chance of safe travel in this time frame. I pray this company has Liquidation Insurance as I’m doubtful this company will exist in twelve months time.
As others have mentioned I will be pursuing this matter as a broken contract and encourage all others to do the same
Our management team has reviewed your booking and individual circumstances to see what is possible. Under our normal terms and conditions, your booking is non-refundable. However, we understand these ...
Read moreare unprecedented times and as such we have arranged a 100% travel credit for the full value of your booking. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. This credit is valid until 22 April 2021. You do not need to travel by this date, you just need to make a booking by this date but travel can be any time. As the agent acting on your behalf, we booked and paid for the accommodation after receiving payment from you. This is how we are able to negotiate special deals with the hotel. As such, any credits returned by the accommodation provider are issued in our name. In order to pass the credit on to you, we must issue you with a credit from our agency. I hope this clears things up for you.
Hope they don't go insolvent
With over 25 years in the travel business, we’ve seen a number of global events that have reshaped the way people think and feel about travel.
From the GFC to SARS, airline collapses, terrorism, and...
Read more acts of nature we’ve faced our fair share of challenges over the years. We have overcome all this and more and the challenges presented by COVID-19 are no different.
Not refunding-covid-19
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 ...
Read morenumber 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.Hi Rameeza,
As you can imagine we are dealing with unprecedented volumes of calls and emails and we appreciate your patience and understanding while we work to assist you. All inquiries are being prioritised and dealt with as soon as possible....
Read more We are working with a number of airlines and hotels to try and process thousands of amendments and credits for all our customers affected. The airlines and hotels are also dealing with extremely high volumes of inquiries so it is taking them a little bit longer to get back to us but we are doing our best. Whilst we are waiting to receive information from them in order to process your credit on file and send it out to you, we just wanted to let you know that your booking is in credit to put your mind at ease. This is clearly a very difficult time for our customers and everyone involved in the travel industry. Please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC guidelines. https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes
Thank you for the response...highly appreciated
Wont refund cancellation
Due to age , coronavirus and advice of the government accommodation was cancelled and a refund was requested. I cannot travel at any other time. Was told no refund only a credit. The hotel has not been paid for this money as I have a checked, it i still held by Travel Online but they wont refund it, only wish to provide a credit which is no good to me. Would not have booked if I had known that there was no refund. This is simply greedy tactics, take your money but no refund . Very bad business indeed. It was booking reference QW4255952
Hi David,
We understand your frustration however our terms and conditions clearly state that our standard cancellation policy is that all bookings cancelled inside 45 days prior to travel are non-ref...
Read moreundable. You can read more about this in detail here https://www.travelonline.com/terms
I cannot understand why in the circumstances a refund cannot be made. What is the company covering up. Is there a good reason why the refund cannot be made under these circumstances. You can simply go...
Read more back to your terms and conditions when the whole world has changed. Other companies are happily providing refunds. In the policy it does allow a refund outside of 45 days, less a fee, however the booking was made within that time frame so I am not able to participate in that range of 45 days. I think under the circumstances that business like everyone else including the government relaxes their hard line . I cannot understand why you simply want to keep my money.A complaint has now been forwarded to the ACCC for a review.
- 5 reviews
- 6 likes
Jetstar Refunded my cancelled flights and Travelonline wont pass on my Refund..
Jetstar refunded my flights in full and Travelonline won't refund my money...
Jetstar refunded my flights in full because of the Corona Virus and they cancelled my flights but Travelonline will not refund me only offering a credit online which is not suitable for my circumstances. I was traveling with my infant Grandson who I foster through DCP and 2 other people on the booking who was coming to help and the chances of us all booking together are very slim. I have been informed by DCP that I will not be able to travel overseas for some time w...
Read moreith my infant grandson. I spent 3 hours trying to get through to Jetstar and they agreed to give me a full refund and not a credit voucher. However Travelonline have now said they will not pass the refund on to me instead offering credit on file ??? What gives them the right to keep my refund.. Very disappointed and I will never book with them again..Hi Jacqui,
We understand your frustration however I'm sure you can appreciate this situation has been changing very rapidly and we are doing our best to keep up with it all and help as many people as we can....
Read more Previously we were bound by the terms of the airlines and hotels however in light of the recent government advice the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. The overwhelming majority of airlines and hotels are now providing flexible terms. Our goal is to assist you to get the best possible outcome given your individual circumstances and our consultants will continue to work through these changes. We're more than happy to review your booking again. Our Reservations Manager is looking into this for you and will be in contact with you shortly.
Thank you I am not asking for anything I am not entitled to. I would just like an email confirmation that once you receive my refund from Jetstar it will be refunded back to me.
Hi, Can you please let me know if this has been looked at yet. I cant work because I am fostering my baby grandson and my husband has just lost his job. This is very stressful for us. Can you please communicate with us..
- 2 reviews
- 6 likes
Warning consider booking any travel with travel online
They are not looking after customers during convid 19. I’ve been told I have to wait 12 weeks for a refundable accommodation booking. I understand they have many customers affected but should be looking after the welfare of each customers situation which is different in each case.
Hi Mandy,
We understand that people are disappointed about missing out on holidays that they had worked and saved hard for and are anxious about the possibility of losing money, deposits, etc. ...
Read more Unfortunately due to the unprecedented volumes of calls and emails we have been receiving it is taking some time to be able to process everything. Please understand we are also dealing with airlines, cruise companies and hotels who are also experiencing huge volumes of inquiry and are taking longer than normal to respond. Please rest assured that you are very important to us and we are doing everything in our power to get the best possible outcome given your individual circumstances.
- 2 reviews
Warning: No Flexibility with Coronavirus
I have used travelonline in the past and was happy with their deals. This time our friends and I booked a trip to Thailand. Firstly when a better deal was offered by them they refused to move me to deal, so I had to cancel original deal and lose original $100 deposit.
Secondly and the main thing I want others to be aware of is the company is showing no flexibility regarding Coronavirus. My request was if Australian or Thai government cancels flights to or from Thailand could we receive credit or refund. They said that the standard terms and c...
Read moreonditions apply at the moment and can’t guarantee anything. So I cancelled our two bookings which would have been over $4500 revenue to them and the hotel and booked with another hotel in Thailand offering 100% flexibility to cancel if things change. I’d recommend you book direct with hotels or with a travel agent that is more flexible. Between our family and my friends family we have lost $300 in deposits to this company and will never recommend or use them again. 2 years ago I recommended them to 11 families who all booked through Travelonline and will passing this feedback onto them.Hi Andrew,
We understand your frustration however I'm sure you can appreciate this situation has been changing very rapidly and we are doing our best to keep up with it all and help as many people out as we can. ...
Read more Previously we were bound by the terms of the airlines and hotels however in light of the recent government advice the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. The overwhelming majority of airlines and hotels are now providing flexible terms and allowing customers to change dates or retain the value of the booking as a credit to use at a later date. Our goal is to assist you to get the best possible outcome given your individual circumstances and our consultants will continue to work through these changes.
Hi,
Thanks for the reply. Great to hear hotels and airlines are crediting customers now. I’ve sent an email about my $200 deposit if it can be refunded or as credit. Look forward to your reply. Understand you are busy now so happy to wait.
- 3 reviews
- 1 like
Great value, really helpful
Travel online provided a great rate, slightly cheaper than the lowest competitor, but with loads of extras thrown in at massive value.
When we needed to change our booking, they helped us with multiple options and no fuss.
Hi K Lacey, We're so happy to hear you had such a great experience with us. We really appreciate your feedback and are looking forward to helping you book your next trip.
Staffs are not very friendly & impatient on the phone
I found that Travel online the staffs are not very friendly on the phone, I understand that they are busy, but for someone who's the first time book a holiday with them, they were very impatient. When you email them, they took a long time to reply and very unhelpful and at the end you still need to call them. However on the phone they just want to rush to finish the phone call, and didn't answer your question, i.e like changing the transfer time from airport to the resort, they keep telling me when you receive the voucher then will tell you, but nothing written on the voucher, and have to made two phone calls then finally someone tells you how to change it.
Hi Jen, We are very sorry to hear that this was your experience. This is not the kind of service that we pride ourselves on and it is certainly something we would like to investigate further. If you d...
Read moreon't mind, could you please private message us with your booking reference number and preferred contact details? Alternatively, our Reservations Manager Michelle would love to discuss this so that we can resolve this issue for you. You can contact her on 07 3804 8439 or PM us your phone number and we will get her to give you a call.
Hello my booking reference No. TOCS281636. Thanks
- Verified
All booking are only tentative
Horrible experience. The website promise price and availibility. when you book you received a confirmation email only to let you know 24 hour later that they actually don't have availability for the hotel and that the booking was only tentative. By then, you already book you airfare and you stuck with a plane ticket you can't use. When you complain they only answer is this is all written in the T&C's. So carreful if you book with Travel online, all booking are only tentative!!!
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Hi Brendan,
We are very sorry to hear that this has been your experience....
Read more Firstly, we apologise if you were given incorrect information. As I'm sure you can appreciate we had thousands of customers whose travel plans had been thrown into chaos and our reservations team were doing their best to try and assist everyone in a timely manner. The situation was changing very rapidly as we received further government advice as well as policies from our suppliers which were being constantly updated. Without knowing your booking reference I'm unable to comment on your case specifically however if you have a credit which you are only able to use on the property you originally booked, this would be because the property is refusing to refund. Because we would have already made payment to the property, they refuse to refund any of our payments. Understandably, we can't refund or credit money that we don't physically have. This has seriously impacted our business and we are still in negotiations to try and recoup costs from these types of suppliers but because they are located in a different country, they are not governed by the same consumer laws as we have here in Australia which has made it very difficult. We have tried very hard to advocate for our customers in each individual circumstance. If you don't mind providing your TOCS reference number I can have our Reservations Manager look into your specific case to see if there is anything that can be done. Once again, we apologise for the inconvenience. This is clearly a very difficult time for our customers and everyone involved in the travel industry.