Reviewer Photos & Videos
We have booked a Webjet Exclusives holiday in May 2020. We have been waiting for our final invoice. In Early January 2020 I emailed WebjetExclusives requesting the final invoice. I was advised it would be sent in due course but I could request an invoice if I wished to pay now. I made the request in a confirming email. In late January I followed up my previus request as I still had not received an invoice. I received no response to any of these emails. I was using the email address of Webjet Exclusives which was used at the time of our origi...nal booking to obtain extra days either side of the trip itinerary. On 7 February I searched for a phone number for Webjet, waited for 45 minutes on hold before it was answered and I was advised after some discussions an invoice was issued in Dec. I confirmed that I had never received san invoice. I confirmed with the customer service officer my correct contact details which Webjet had. I was promised a further invoice with 2 business days. On 12 February I rang again as I had still not received an invoice. The customer service officer prioritised my request, gave me a Case Reference number and apologised. Agin I checked my contact details whcih were the same. 2 hours later a "Reminder of an Unpaid Invocie" was received demanding full payment within 3 days and cancellation of our booking if we failed to pay in time. No invoice is atached but there is web link. I clicked on the link in the email to discover only credit card payments would be accepted to ensure payment within the time limit. Although BPay was permitted the invoice clearly states that BPay can take up to 5 days and caustioned all customers to use another method if there wewertime constaints. I sought to split my payment as my credit card limit was less than the full amount of the invoice. Having chosen a method the site does not permit the customer to change methods. I then phoned Webjet again and waited and eventually the custoimer service officer reset the email link to permit me to access the invoice. It was only possibler to comply withe demands of payment in less than 3 days by having my wife pay on her credit card. I will never use Webjet again!!!!
RIP off company
Booked a one way flight to Hong Kong on Virgin Australia to pick up a cruise back to Sydney in August of 2020 Virgin Australia have cancelled ALL flights to Hong Kong after May because it is not making a profit
Consequently because it is cancelled by the airline and not ME one would expect a full refund with webjet that is not the case they are charging me a 10% cancellation fee even though I did not cancel
They are totally uncaring and profit generated.
Please please be aware of this crap company the customer does not count just profit
- Verified customer
Worst Customer Service !!!
Booked a "deal" through webjet and wanted to speak to someone about it after the booking was made. Called webjet only to be told sorry we cant help you you need to call Expedition Exclusive as they are the seller, ummm what ??? I booked and paid to Webjet, now I have to deal with someone else ?? WHY ???
Called Expedition Exclusive only to be told, sorry your trip to China that is coming up, cant be cancelled or delayed or get a credit for webjet as its its a different company.
I'd like to point out, that NO flight's have been issued, NO hot...els have been booked, All I have is a booking reference number. I was told to contact my travel insurance company as they should be able to make a claim with them, despite nothing being booked ??? This will be the first and last time I will book with them.
Anyone lost their full payment? Jenny answered my call today
Made a call this afternoon to Webjet regarding the tour to Switzerland. The call was immediately transferred to Jenny in Australia. She was helpful in explaining how Webjet works on documentation for air tickets and documentation. Upon deposit, there will be an invoice to advice full payment 4 months before the travel date. Air tickets and documentation for travel will only be emailed 2 to 3 weeks prior to departure date. I am happy with this explanation. I have not made any deposits yet. I am asking if all who have traveled with Webjet tours received their documents at least 2 weeks before the departure date or were there anyone who were cheated and lost their full payment? Thank you
- Verified customer
Buyer Beware! - Don't live up to promises - Credit card claims operators know them well!
Webjet have set up a business model that is design to deceive and take peoples money. In no way is the process transparent. The website and email communications make little attempt to explain how the booking will be made and what to expect and Webjet don't stick to any time frames they set out in these communications. Cheap but you get what you pay for.
Initial booking details were to be advised to me in 3 business days after booking. 4 or 5 days later no details. Contacted Webjet Exclusives via 24 Online chat, which ironically was quite often..."Offline". Get promised contact in 48 hours, no contact after 4 days. Again chased them up, when I could catch the 24 hour chat with an "online status". (I think they have misunderstood the term "24 hour"). Told them I wanted a refund, they told me they don't do refunds. Asked to speak to a supervisor as I explained I don't pay companies who do not deliver the service they promise. After much back and forth got an email stating refund would be processed and allow 5-7 days for bank transactions etc. Fair enough. Two weeks later no refund, I lodged a claim with my bank. I continued to chased up refund still with Webjet Exclusives, who informed me that the person who was supposed to do the refund forgot. Finally when I got my refund after another 2 to 3 week wait and cancelled the claim with my bank, my bank tells me they quite often get complaints from customers with this company. Go figure. If I could give no stars I could.
- Verified customer
Webjet is a nightmare to deal with - Will most probably cancel trip
This is the 1st time I have used Webjet and likely to be that last. We booked a Canada and Alaska Holiday with Webjet in October 2019. Asked for a quote for an upgrade to Premium economy on 13 Oct 2019. Confirmed that they received request via email on 14 Oct 2019. As I have had no reply or quote from Webjet made 4 calls to the call center to follow up. On 2 Jan 2020 they advised they had no record of my upgrade request and would come back to me. Like previous reviews on this site the Webjet guys did nothing, they constantly commit to actions &...still do nothing. Received an invoice end of Dec 2019. This invoice required payment by 26 Jan 2020. Since then have made 4 calls to the call center to request that the amount (AUD19.6K) be paid over three payments a week apart - Still making my due date of 26 Jan 2020. This was so that I could use my credit card and stay within the limit on the card. After making yet another call to Webjet on 2 Jan 2020 I was advised that this could be done through phone payment system. Tried this and It would only accept the full payment. After this failed attempt to pay (based on the instruction from the call center) I received an email (30 minutes later) from Webjet advising that I had 72 hours to finalize the invoice or the trip would be cancelled. On receiving the email I sent a reply to Webjet outlining the issue that I had with Phone Payment system and confirmed & committed the payment schedule to finalize by 26 Jan 2020 - By late 3 Jan 2020 I had not received an reply so I again called the call center. As usual they apologized (put me on hold as they normally do) and went away for 30 mins to investigate - Came back and advised that the trip would be cancelled and new invoice issued by Finance the the next business day so I could pay as per my request. Today is 10 Jan 2020 still no email with the new invoice so I rang again and was told they had no record of my request and my payment schedule could not be agreed to. I Asked to speak to the supervisor was told that the supervisor was not around and that they did not know when they would be back. Asked for the HO phone number of Webjet in Australia. They advised that Webjet in Australia did not have a phone line????? Think I have had enough. If this is what the service is like I have no confidence that the trip will go well. - Pretty concerned. I Will most likely cancel trip and never use Webjet again and report to Department of Fair Trading.
I feel this company is a scam
Do not book with this company. You can also see my review below where I have been begging them for a final invoice to pay for our trip, we have another couple who booked with us who have had the same issue. Also they promise profusely to help you when you call or email but they simply hang up the phone and do nothing. They do however understand your frustration, seriously it’s like speaking with robots. I did receive two invoices from them but I couldn’t open the link, I let them know on several occasions and they promised they would get someo...ne to contact me. Today after a further 40 mins on the phone they advise they have cancelled both our bookings and are keeping the deposit as full payment was due on 26/12/2019. You are not allowed to speak with a supervisor or to anyone other than the person reading from the script. Webjet exclusives I am now referring you to the Department of Fair Trading as you simply cannot treat consumers this way.
- Verified customer
Shame on Webjet
My friend and I have just booked a holiday to Cambodia we checked all information checked the fine print page also exclusion all very carefully decided to go ahead and pay the he deposit.
On receiving an email for the deposit paid we find out that we need to pay an extra $300 because we are leaving from Brisbane. Ring Webjet to try to resolve the issue was made to feel that I was an idiot by not checking the flight page. I would like to know why that sort of information not any on the highlights page, the fine print page, and the exclusion page...
Terrible communications and they cancelled our booking
If you book, watch them.
In July 2019, we booked and paid the deposit for the Middle East Tour in 2020. Webjet want the final payment 4 months before the departure. Webjet claimed they sent us an email with final invoice. We never received it.
We contacted them as we hadn't heard from them, but they had cancelled our booking, keeping our deposit.
They used another Webjet email address, not the same one we booked with, and had been using to communicate with them from the start.
Switzerland was Awesome
Would like to thankyou for an incredible memorable journey. Everything was well organised. Received all the documentation 12 days before journey - as stated. All instructions, vouchers etc were clear, precise and easy to understand. The accommodation was very acceptable, quiet for a good nights rest, all breakfast meals provided. All train journeys were spot on. We did have one hickup where a train had broken down, but just caught the next train that was going through, as the Passes we had been given covered all travel. We had a wonderful tri...p - and will use Webjet Exclusives again. If there was only one comment - I would invest a bit more into the Administration organisation at the very beginning of booking and close to the depatures- as clients are very sceptical about sending off deposits and not receiving clear information. Clients are always trying to plan their trip and with the information received this can be very minimal until final documentation is received through . However, all in all we had a wonderful trip - wonderful value for the experiences we received.
25 Day Middle East tour, including Egypt, Jordan and Israel
TOUR - it was fantastic and the local tour operators did a wonderful job and made sure we saw and did as much as possible. It was all very well organised.
ACCOMMODATION - after reading reviews on here we found the accommodation was as good and sometimes better than expected - but definitely not 4 star. In 2 cities and on the Nile cruise we had different hotels and cruise boat than was listed in the final documentation. A bit annoying at the time as we all expected what the final paperwork listed, but overall very happy with accommodation.
Disorganised and shocking communication
Booked and paid deposit of $1,000 for 13 day egypt tour with business class flight and $400 off if booked by certain time - which I did. From that time on, the ability to communicate with this company was near on impossible - no response to emails, phone calls to off-Australia operators who couldnt answer questions and just advised how many problems Webjet had happening. First invoice arrived without the $400 discount and no quote for business class and the demand that the outstanding amount be paid 4 months before the trip - this email came ...to my Inbox OK. The nightmare then began. Firstly, I was inundated with sales emails which had references to business class flights and believed this was their means of advising of the business class flights. Numerous emails and phone calls - which werent successful (I was on hold for over half hour & gave up) and, as I found out later - passed the deadline on paying for the tour and, more importantly, the business class flights - their real emails went to my Junk folder and, of course, their was no follow-up phone call to ensure I received them. I thought to myself if this was the standard of customer service and communication here in Australia what was it going to be like in Egypt and decided to cancel and request my $1000 deposit back. Was refused of course but was offered voucher which I thought would be suitable. However, learnt today it cannot be used on Webjet.com.au only the Exclusive side of the business which is very very disappointing as I had hoped to organise a domestic flight. Good bye $1000! Never again. Dont do business with this mob - their response to bookings is inaccurate setting you off on a whirlwind of frustration and their communication is horrendous
- Verified customer
Egypt & Jordan 20 day tour
Egypt & Jordan tour
This is our fourth Webjet tour after having visited China, Africa, Vietnam and Cambodia. We believe we have received good value for money, a quick good response to any of our enquiries and will book further holidays in the future.
Our tour was booked with Webjet Exclusives around Aug 2018 and was completed without a hitch and we received all our necessary paperwork at the appropriate time. We opted to apply for our visas to Egypt online which was easy and cost US$25 each. We intended...
No one answers the phone. Trying to sort out a booking error.
Requested in the online booking to receive a quote to depart 2 days earlier as I had a business meeting in Singapore on the way to the Maldives. I had to wait over a week for this quote. The additional airline cost for this request was $600 per person whilst I could book the while flight sequence for under $1000. They gave me 2 days to notify them that I don't want the flight but they haven't replied to emails or answered phones. The deadline is 9am tomorrow and if I haven't got through to them they will book their dates which won't allow me t...o go to the meeting which was the whole point of having a stopover in Singapore. I don't know want to think if I had a real emergency......but I have a choice to either pay for over inflated airline tickets or to be forced to travel on the wrong dates.
I emailed Webjet twice and was really worried after reading all the reports about the poor customer service and I hadnt heard anything further about the holiday we have paid a deposit for. Im happy to say that I received an email and a follow up email giving me a phone number. Thank You for your service.
Worst customer service ever encountered CEO should be ashamed
The deals sound and look enticing. Pay your non refundable deposit months if not a year or longer in advance. Over time, you have some reasonable questions to ask or you have concerns at the lack of information forthcoming. You ring or email, and then you start to experience the WONDER of dealing with Webjet Exclusives Customer/Operations Services staff. After initial payment, do not think you can talk to anyone based in their Melbourne HQ.
Once you have handed over your deposit, any time you phone or send an email you are (attempting to) co...mmunicate with the overseas based call centre, staffed by an ever changing number of people who can take days to respond by email, if in fact they do, or keep you on hold and then give you conflicting advice. If you decide to try to get around this by ringing Melbourne as a new booking in the hope that you will speak to an Australian based agent, you will be told that he/she cannot help you and does not have access to your booking. One day prior to our overseas departure we were still chasing up documentation. We would never use them again.
25 day Highlights of the Middle East tour with Nile Cruise
Departure on 2nd Nov 2019, starting in Egypt was a well organised and enjoyable trip. The booking process was less than perfect but the actual tour was well run. We had two very experienced and knowledgeable guides, Noha ElMasry in Egypt and Uriel Blau in Israel. Both were very pleasant and accommodating. Cleanliness and maintenance in many of the hotels was below standard but on the whole, acceptable. I find the issue of tipping and being told how much to give is a bit awkward for everyone and would prefer if it was factored into the tour pr...ice. Small group touring was very good with 12 in Egypt, 20 in Jordan and 14 in Israel. Especially appreciated the inclusion of a day room at the airport hotel when there was an 8 hour gap between connecting flights. Corinne
CANNOT GET HOLD OF ANYONE AT WEBJET AND WE HAVE PAID FOR OUR TRIP - DISAPPOINTING SERVICE
I paid for a package in February this year. I have tried to contact you many times. I tried by phone 5 different times today and each time I am on hold and it never answers. Your supposed 24/7 contact is clearly untrue as it is now 11.13pm and I have again been on hold for 45 minutes and still no answer.
Your 24/7 life chat is offline and has been for the whole day.
I am so annoyed. Can you please contact me immediately.
- Verified customer
Poor customer service
I had to cancel my travel due to emergency surgery. I required paperwork from webjet for my travel insurance claim. A promised 48 hour turn around turned into one week. And when I received their insurance letter stating the travel was non-refundable it had the wrong year. I paid in 2018 they had 2019. The receipt they provided was only for the deposit and did not include the full cost of the travel which was all paid in 2018. I am now on the line waiting for them to get back to me so I can try and prioritise the receipt of correct documentation. I have been waiting for 1 hour and 20 minutes so far for them to pick up my call and talk to me about this issue.
- ‹ Prev
- Next ›
Questions & Answers
has anyone booked the singapore/maldives package ?
will like to know the quality and customer service as i have read the reviews and it is putting me off
How will I get a email no one asked for my email address
Webjet Exclusives H.Webjet Exclusives
Please advise what email you are expecting from Webjet Exclusives. To make a booking on our site an email address is required. Please provide further information and we will be happy to assist.
How do you people get away with continually ripping people off we paid nearly 2000 dollars deposit and you don’t even have the decency to reply to my emails we work hard for our money at least come to the party and refund our deposit
Tell me about it, I’m still waiting for a response and it’s been nearly two weeks. They still have the hide to email spam about other deals but won’t reply to my email!!
Yes I have now bought a third party into it it as so many people have lost their money maybe current affairs might like a story also they need to be stopped
Hi There - could you please provide your Webjet reference number and email address so that we can investigate for you?
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.