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Wendy Wu Tours
Mary connaughtonSouth East Queensland, QLD
- 2 reviews
never again
Hi, we recently booked an extensive tour as part of a trip to Japan but due to the virus we had to cancel. While everybody else refunded, disappointedly, Wendy Wu only offered a credit which we didn't want. Happily we were refunded/rescued by our travel insurance company. Would never do business with Wendy Wu tours again. Patrick
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RosieGreater Melbourne (Metropolitan), VIC
- 3 reviews
- 2 likes
Wendy Wu claim they gave us wrong amount for refund...
We were booked on a Wendy Wu tour at the end of next month - The Classic Japan. They initially sent our travel agent an email offering us a reasonable return of monies. Now they have sent my travel agent a second email, claiming that they had made an error and that we would be receiving less! We will be disputing this as it involves a refund on our Qantas flights. Can anyone recommend a course of action we can take?
1 comment
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Disgusting behaviour by WW Tours regarding cancellation of tours
Very interesting reading these negative comments regarding WW's cancellation policy due to Covid 19. We also had booked a Cherry Blossom Tour to Japan for late March and when it was cancelled we were only offered a credit for future travel less a huge penalty of over $4000. We found them difficult to get any information out of and have been totally disgusted with what they have offered. We want a full refund as we are both elderley and it cannot be guaranteed that our health will allow us to travel in the years ahead. Why cant they just give th...Read more
e ones a refund that have asked for one, and hold credits for those who wish to delay their travel for the future. It's obvious from reading the comments here that they haven't been consistent with their cancellation policy so leaves us very reluctant to travel with them again. Come on Wendy Wu, if you claim to put your customers first, how about you try and regain some of your credibility and give refunds where refunds are due.Similar opinion? Write a review on ProductReview.com.au!
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kathySydney, NSW
Don't do it
Tour was booked 18 months in advance. Tour was cancelled by Wendy Wu. Charged thousands in cancellation fees even though it was Wendy Wu who cancelled the tour. No explanation given.
Do not book with this company
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Sushi loverPerth, WA
Will not ever travel with this company
I booked a trip to Japan and paid the deposit. WWT was due to be paid the final amount which was in excess of $25k but they kept moving the date of payment forward. I rang my insurance company who had changed their policy literally the Friday before I rang and they stated no cover for Covid.So I rang my travel agent and said I can’t travel without insurance. They were in turmoil as Covid was just starting to affect the travel plans of millions. The agent tried to get my deposit back but all WWT would offer was for an EXTRA fee I could change the date but that had to be within 12 months...seriously? I didn’t cancel for a frivolous reason and all trips were subsequently cancelled.WWT has lost me and all my travelling friends as customers.
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Shadow001South Australia
- 2 reviews
- 6 likes
- Verified customer
Disappointed with Service
Finally, after three months of backwards and forwards with Wendy Wu Tours we have received a letter explaining that cancellation fees of $3,944 from our total Japan tour worth $22,780 will be incurred for the privilege of us cancelling. At no time have we received any ownership from WWT that it was their company that actually cancelled the tour. WWT have 'deferred' all tours as the result of the Australian Government's advice and subsequently changed their T&Cs to offer no refund to customers.
Leading up to our 21 March departure WWT still main...Read more
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Rex and JanetSouth East Queensland, QLD
Very Happy with refund from Thailand Trip Cut Short because of COVID19
We left from Brisbane on the 14th March for a 9 day trip to Thailand followed by 3 days in Singapore. It rapidly became apparent we would not get to Singapore and we accepted that (it was an add on special). Four days into the trip Wendy Wu through our guide contacted us to say Singapore Airlines were cutting back on flights and to be assured of a flight home we would need to leave the following day. We chose to do so (with minimal extra cost because of an additional flight) - accepting the exceptional circumstances. Rebecca from Wendy Wu s...Read more
aid they would try and recover refunds from the unused land based part of our tour, but to be honest our expectations were not high. Very pleased to receive an email on the 27th May detailing a relatively large refund they had negotiated from third parties. Would love to do another tour with WW but not until at least 2022 and then only if the vaccine for COVID19 has been developed. Rex and JanetSimilar opinion? Write a review on ProductReview.com.au!
Jeannie
- 2 reviews
- 18 likes
Unhappy regarding cancel fee - so letting you know what I have done - you might like to consider following
My holiday was with Wendy Wu for March 2020. Wendy Wu cancelled this on 16 March 2020. I assumed a full refund and as I did not need a Visa, I booked my Airline ticket separate and Wendy Wu advised that there were no Non-recoverable expenses therefore full refund should have been due. In contrast they tried to charge me almost 40% cancel fee. Their policy states when Wendy Wu cancel the tour: - " If tour is cancelled or varies PRIOR to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions o...Read more
r force majeure, Wendy Wu Tours will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party." I stated this and got a very small reduction in the huge cancel fee. No good enough I felt. Therefore I have filled in the very easy online form on the solicitors Slater and Gordon website and hope this results in a class action by so many unhappy people. It was Wendy Wu that cancelled not me - and it was prior to departure. Slater and Gordon are handling hundreds of cases regarding the cancellation of tours and the non refund of monies that the client is fairly due. This is just an idea for frustrated clients and just something I have done that might also help you. It is a shame as Wendy Wu Tours are awesome but under the circumstances justice and fairness must prevail.Similar opinion? Write a review on ProductReview.com.au!
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4.5(703)Do not use this company, ripped us off Booked a Private tour to Vietnam 2020
We booked this tour thru Helloworld Campbelltown Mall. This tour was cancelled by Wendy Wu Tours not us. The cost of this tour was $13,086.00 (no international flights were included in this price). Wendy Wu charged $4,358.00 for third party fees, Helloworld charged $1,500.00 Plus $110.00 admin fee. So we were out of pocket for a trip that Wendy Wu Cancelled. I do not recommend this company and will never ever booked with them again. Wendy Wu tours you should be ashamed of yourself.
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Disappointed with unrecoverable fees amount
After many weeks of emails and phone calls we are nearing a final outcome and a compromise regarding the cancellation of our Wendy Wu tour. Ideally we would have liked a total refund minus visa costs, to rebook at a later date when we felt safe to travel again. This outcome, although not exactly what we wanted, was better than we were initially offered......hopefully 2022 will be a safer year.
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Jackie mSydney, NSW
Wendy wu coming to the party
We would like to thank Wendy wu For answering our review with regard to third party losses in our trip to japan.
Your negations are deeply appreciated and we look forward to booking another trip 2022
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John c pSouth East Queensland, QLD
- Verified customer
Disappointed with Wendy Wu
We were booked on cherry blossom tour on leaving 30th March,tour was canceled by wendy wu because of corona virus. Wendy Wu are holding over $5000 for 3rd party charges. We find this is being greedy and would not recommend Wendy with tours.
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Thanks Wendy Wu!
Was booked to go to Japan in cherry blossom this year but couldn’t go due to the travel restrictions so Wendy Wu have put me on the same trip next year and matched my original booking price so I have nothing more to pay. There was a cancel fee if I didn’t defer or want to hold in credit but I booked this tour because I know it’s a great tour and company, so I can’t wait to go next year instead!! Great service thanks Wendy Wu!!
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Mitch SSydney, NSW
Highly recommend Wendy Wu - Outstanding Service
I travelled with Wendy Wu Tours to India in January and it was the trip of a lifetime. Everything was taken care of for us - good quality hotels, exceptional Guides that took great care of us, delicious local food, itinerary all planned out for us and well organised. We just got to enjoy being there. The only disappointment I had was the heavily fog at the Taj Mahal at sunrise because it was winter so we couldn’t see anything, but no problem our guide rearranged the day and we went for a beautiful sunset instead which was a moment I’ll never forget.
Thanks Wendy Wu for creating these memories we will never forget - I highly recommend Wendy Wu.
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Roy J.Perth, WA
- Verified customer
Withholding $4,400 of our funds
We were due to go to Japan with Wendy Wu on 30th March, but due to travel restrictions then in place for any International travel, my wife and I have asked for a refund of our payment (which they have had since October 2019). They sent us an email outlining the fact that if we were prepared to accept a credit towards future travel with their company, we would get a 100% refund for any trip before December,2021.
They indicated in their email that there were no expenses which would be offset against this credit. To me, that indicates they had no...Read more
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Tony MCKECHNIESouth Australia
Wendy Wu Japan Uncovered Tour Cancelled
We were booked (2 People) on Japan Uncovered Tour departing 3rd May. $5400 are being kept by Wendy Wu Tours as “Unrecoverable Costs”. Most unhappy at being expected to lose this amount of money through no fault of mine - Corona Virus. I too requested an itemised account of the $5400 but told not available. Have previously been on a Wendy Wu Tour. Could not recommend Wendy Wu Tours based on this outcome.
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JanetGreater Melbourne (Outer), VIC
- 2 reviews
- 7 likes
with hold $5000 on tour even though cancelled due to Covid19
Wendy Wu canceled all tours on March 16th, our Cherry Blossom tour was due to leave March 17th. Because we cancelled 9 days before level 3 announced as my Dad has cancer and we were strongly advised by his oncologist. We lost $5000. I understand we cancelled but in the circumstances there was no option. The tour was cancelled anyway. but we lost the $5000 and no option for a refund just a credit to be used by 2020 dec.
My issue is my travel agent cant help and when i speak to the WW consultants it just goes round and round in circles. There is...Read more
no give no nothing. We would be happy to have the $5000 in credit. When we do eventually go (if Dad is well enough) it will have such a bad taste because of the harsh rules they are applying. We have a medical letter supporting this but it made no difference at all. It makes me very disappointed and sad as it was to be Dads last OS trip and to have such a nasty experience with WW has made it a very bitter pill to swallow.3 comments
Wendy Wu Tours AustraliaWendy Wu Tours
Dear Janet,
Thank you for reaching out to us and bringing this to our attention. ... Read more
We are sorry to learn of the experience that you have had regarding your Japan tour booking. We would like to discuss this matter further with you, can you please contact us at; customerrelations@wendywutours.com.au and advise your booking number, best contact telephone number and a time that would suit you for us to contact you directly to discuss your current situation. We look forward to hearing from you soon. Warm regards Wendy Wu ToursI have tried so many times to contact WWT to discuss this further but have only gotten so far. Its a shame you offer this help on a public forum but not in private. I will email today and see if you actually want to discuss this further.
Just an update on our WWT Cherry Blossom tour. Once we got through to the customer service department, everything has been fantastic. Other than a small delay the service has been very good and we ar... Read more
e very happy with the outcome, it exceeded our expectations which i didn't think i would be able to say. I really appreciate their understanding as our circumstances are rapidly changing with my fathers cancer treatment. Thank you Rebecca, you have made a difficult/sad situation so much better.Similar opinion? Write a review on ProductReview.com.au!
JanetNortheast, VIC
Cancellation confusion with Wendy Wu and Flight Centre Wodonga
On 23/03/2020 Wendy Wu suspended my tour of Japan in April 2020 due to COVID-19. On 27/03/2020 I cancelled this tour via email through Flight Centre, Wodonga. I then received a new unfair contract from Flight Centre that they said was from Wendy Wu: “If you can please confirm the below which option you would like below; Credit or cancellation.
1. Wendy Wu Tour - Credit: This is automatically held into a credit for your use as per their policy below: If you have booked a group tour departing between 16 March 2020 and 31 May 2020 you will receiv...Read more
1 comment
Wendy Wu Tours AustraliaWendy Wu Tours
Hi Janet,
Thank you for reaching out; we are saddened that you feel there has been confusion in the options for your booking going forward. We want to reiterate that we are a customer-oriented compan... Read more
y and we will always endeavour to deliver the best for our customers. In the case of such unprecedented and unpredictable circumstances, we made the difficult decision to defer all our tours departing up until 31 May 2020. We share your disappointment in not being able to experience the magic of Japan at this time and we hope that the world comes out of this situation quickly, so we can all get back to enjoying its many wonders.Similar opinion? Write a review on ProductReview.com.au!
Brian M.Perth, WA
- 2 reviews
- 3 likes
- Verified customer
Worst customer service ever and zero care about customers
Wendy Wu tours are withholding AU$5824 from our refund of our Japan tour which was due to depart end of March. As per their email "The non-refundable amount of $5,824 includes all the ground supplier fees AND the $734. That is, if they choose NOT to defer or hold in credit, the cancellation fee is $5,090 (land) plus $734 (air) = $5,824". They go on to say "I am unable to provide a breakdown for these land costs as this is a total package built of multiple services and confidential agreements between all 3rd parties, that are not required to be ...Read more
disclosed." This is, in my opinion, totally unsatisfactory. If her suppliers are not refunding her she should carry insurance to protect her, and her customers. I am left having to claim this amount from my travel insurance. zero stars to Wendy Wu for their customer dealings, their inflexible attitude and I will be actively discouraging anyone I know from using them in the future.2 comments
Wendy Wu Tours AustraliaWendy Wu Tours
Dear Brian,
Thank you for raising your concerns. The Covid-19 situation, of government enforced immediate border closures is like no other situation we have, nor any business in Australia has faced.... Read more
We are doing our utmost to protect the interests of our clients. To that end, we have worked with our ground partner to mitigate the costs, please understand that they had fixed costs that they had incurred. We are absolutely distraught that our tours have not run, and we are genuinely saddened that we have to convey the news and facilitate these arrangements. We have sought to provide a deferment arrangement (at our significant cost), however we are humans as well and understand should people wish to seek a refund. The immediate suspension of tours at the behest of the government is not a situation we have ever before experienced and we have maintained a workforce to work with our customers. W have at all levels of the business implored our ground operators to share the burden of refunding, alongside ourselves. We have collaborated with our partners on the ground to offer a deferment/credit arrangement, this is in response to customer demand for this arrangement.Keep an eye on https://www.abc.net.au/news/2020-04-08/coronavirus-travel-cancellations-gym-membership-refunds/12132710, The ACCC may think differently.
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Sue ThomasSouth East Queensland, QLD
Lack of communication from Wendy Wu Japan Tours
Like many others , I have made many requests to Wendy Wu Company to ascertain their added costs of the trip the company cancelled to Japan due to Covid-19. They have not answered my emails. They are doing so much harm to their company as after our deferred trip I will never travel with them again and will certainly let people know of my experience with this company. Please let us know a detailed account of the costs we face ASAP. Sue T
8 comments
Wendy Wu Tours AustraliaWendy Wu Tours
Thank you for reaching out. As you can appreciate we have been contacting customers to work through individual bookings and this involves bookings for thousands of customers where we have also had to ... Read more
liaise with airlines, ground partners and other services. This can take some time. Our Customer Relations team can be contacted on 1300 727 998 to discuss individual bookings. Please be advised that if you have booked through a travel agent, all information will be sent to your agent. Kind regards Wendy Wu ToursI’m sorry but your customer relations have been non existent as I have had no contact from you ,even though I have sent many emails. You have done immeasurable harm to your company which I would describe as totally dispassionate.
Wendy Wu Tours AustraliaWendy Wu Tours
Hi Sue,
So we can best assist you, can you advise which email address you have directed correspondence to previously? Can we also please clarify if your booking has been made direct with our Reservati... Read more
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Questions & Answers
John B.asked
Our trip to Japan last march was cancelled and rebooked for end of march this year but Japan has huge virus problems and aust govt seems to have an overseas travel ban for most of this year, so it is about time Wendy Wu travel got it act together to make a decision on travel , not like last year when they cancelled only a week before we were to leave , we looked on their website and found it cancelled , rang our travel agent they were not told until the next day ,very slack on WW part ,no wonder they have poor reviews John
4 answers
We must have been booked on the same tour, and I think Wendy Wu should be offering refunds at this stage as we booked in good faith for a tour that they were not able to provide us and have paid good money for. (regardless of Covid). It was cancelled just one week out as you have said, and at this stage we have heard nothing from them. Other people that have booked with different companies have started a class action against their travel providers, maybe Wendy Wu should give people the option of a full refund or future travel for those who choose to wait before this happens to them. Bev
Wendy Wu Tours AustraliaWendy Wu Tours
Hi Bev,
Thanks for your note. We sincerely apologize if you believe that we have not managed the situation in the best way. We can assure you that we have worked tirelessly throughout the pandemic, working through a web of complex and unprecedented circumstances. At every stage, we have endeavored to place our customers of the forefront. To this end, we have been working side by side with industry, government and consumer bodies to ensure that we are servicing according to current best practice.
We are working in a date order and servicing all bookings accordingly. If you would like to contact us on customerrelations@wendywutours.com.au we can provide specific advice as relating to your file. Alternatively, our customer services team will be in touch according to intended date of departure.
Thank you for your continued patience.
Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours
Hi John,
Thanks for your message. Under very difficult and unprecedented circumstances, we have been tirelessly working to navigate the process of cancellations across multiple countries and vendors. We are working in a date order and servicing all bookings accordingly. If you would like to contact us on customerrelations@wendywutours.com.au we can provide specific advice as relating to your file. Alternatively, our customer services team will be in touch according to intended date of departure.
Thank you for your understanding.
Wendy Wu Tours
Georgina Z.asked
I was booked to go on a WWT the Japan blossom tour .2020Due Covid19 and having COPD in senior years I was advised by my GP to cancel if I became contaminated with Covid 19 this could be fatal definite hospitalisation.
5 days after I cancelled WW cancelled the tour
The tour cost was $9000 there about WW will only refund $2790 partial refund !!!
They offered a credit of $6000 partial credit .
I am shocked and disgusted with WW lack of humanity and their money grabbing behaviour .i am taking this further .
The travel agent wasn’t much help .I could have applied for travel insurance but I was told I would get refunded
Shame on you WW taking advantage of people in a time of crisis
No answers
Sandra S.asked
Hi, we were booked on a Wendy Wu tour departing 7th of April. I would like to enquire as to when we will find out our options seeing the tour was cancelled due to the corona 19 virus.
3 answers
Wendy Wu Tours AustraliaWendy Wu Tours
Hi Sandra,
We are currently working through all tours in order of departure date, however this is taking some time due to the volume of bookings. Our Customer Relations team can be contacted on 1300 727 998 or customerrelations@wendywutours.com.au. If you can kindly provide your booking details, they will be able to advise the tour dates they are currently working to and assist you with your questions.
Kind regards
Wendy Wu Tours
Hi we received the information from our travel agent and am now wondering why we are being charged $500 for rebooking? You will be gaining interest on our money and this should compensate the transfer fees in our opinion. To be charged 25% cancellation fee when we didn’t cancel is also extremely high in our opinion.
Wendy Wu Tours AustraliaWendy Wu Tours
Hi Sandra, we have just replied to this message via Facebook however please do let us know if we can assist further.
Kind regards
Wendy Wu Tours
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Wendy Wu Tours AustraliaWendy Wu Tours
Hello Rosie,
We are sorry to hear there is an issue with your booking refund communications. We are happy to investigate this further for you. In order to identify your booking, can you please email... Read more
our Customer Relations team at customerrelations@wendywutours.com.au with your full name and booking number. We will then be able to address the issue for you as a priority.