Aunt Betty

We recently booked a family trip through AuntBetty.com and encountered a small hiccup when one of our selected seats wasn’t confirmed. Unfortunately, we only discovered the issue after payment had already been processed. This could have been avoided if the website provided a final booking review page before taking payment, allowing customers to… Read more

verify all their selections first.

That said, Clara from the online chat support was incredibly helpful. She quickly understood the situation and went above and beyond to find an additional seat so our family could still sit together. Her prompt assistance and excellent customer service turned what could have been a stressful experience into a positive one. Thank you, Clara!

Paid $70 for seats selection, but airline said it was never booked. Contacted customer service for 3 weeks with zero resolution. Shocking service, effectively stealing money. Show details

Had to cancel due to unforeseen circumstances massive cancellation fees which is fine but the refund process has being a nightmare first they said only three of the refunds have being processed back from the airline but won’t release funds until the other two were processed which were rejected and had to resubmit I rang back few weeks later and… Read more

was told all good funds will be in my account in a week rang back a week later now telling me not all tickets have being refunded so getting mixed story’s worse customer service some of the staff are rude and don’t listen never use them again recommend spend the extra cash and book direct through chosen airline

Very Easy to navigate ,fair pricing ,good communication.happy with outcome Show details

Booked a flight went to check in with Air New Zealand . The paid booked seats weren’t confirmed as was stated in my eticket . Air New Zealand stated that the agent hadn’t confirmed the seat selection . Called Aunty Betty who said they’d sent the payment and couldn’t refund me either ! Then had to pay for seats again with ANZ ! Not happy . Show details ·  6

Extremely disappointed with Aunty Betty's service. I booked a return flight to Europe with just one stop in China. My outbound journey went exactly as scheduled, but for some reason my return itinerary was changed about a month after booking without… Read more

my consent.

My original return flights are still showing as operating, yet Aunty Betty changed my booking to an itinerary with two stops, much longer layovers where I will have to pay for overnight accommodation, and an arrival in Australia several days later than originally planned. I will now miss an important family event and I was also scheduled to start back at work.

I've spent the past two weeks while on my holidays (which I should be enjoying) trying to get this resolved. I've sent emails, online messages, have spent hours on the online chat which disconnects as soon as an operator is available, and attempted to call multiple times, only to be faced with wait times over 2 hours minimum and up to 4 hours —which is simply not practical when calling from overseas.

The lack of communication and customer service has been incredibly disappointing. After two weeks of trying to get a resolution, I've received no response except a message that said "call us" - which I have been unable to do due to the excessive wait times. I expected far better support when booking through a travel agent and would not recommend Aunty Betty based on this experience.

Had my airline cancel a sector of my flights, and while it took several attempts and long waits in the "chat queue", when I was eventually connected with an Aunt Betty agent named Claire, she provided options, and able to get alternative flights booked. Well done Claire. Show details

The Aunt Betty website was very easy to use, with a clear and intuitive interface that made booking straightforward. Unfortunately, there was a delay between purchasing my tickets and the seat confirmation, which resulted in me losing the seats I had selected. While that was disappointing, I was impressed with how quickly and professionally the… Read more

issue was handled. My refund was processed without any hassle, and the customer service was efficient throughout. Overall, a good experience despite the booking issue.

I have used Aunt Betty a couple of times now and their support is very good. Sadly, I had to canel an overseas trip and Avy was most helpful and accommodating in assisting with this Show details

Day 11: Another leg of our journey was rescheduled by the airline, creating issues with our return connections. After waiting more than 10 days for Aunt Betty to address the initial schedule change, we had lost confidence that this new issue would be resolved in a reasonable timeframe. We therefore decided to cancel the booking and request a… Read more

refund.

More than 24 hours after submitting the cancellation request, we had not received a refund or confirmation that the cancellation had been processed.

Based on our experience, we are very disappointed with the level of customer service. We have lodged, or intend to lodge, complaints with the ACCC and the relevant ombudsman regarding the handling of our booking.

Day 13 and Aunt Betty have advised they will be keeping our funds to earn interest under the policy of "it takes up to 12 weeks for refunds to process". Shocking customer service and policy, believing people can spend thousands on flights, see nothing in return and hold the funds hostage so we're unable to book alternate flights.

Day 15 and we are still waiting for our refund. Our flights were eventually cancelled, but only after multiple phone calls requesting that Aunt Betty contact Qantas directly rather than continue adding notes to our booking.

Due to the delays and the ongoing lack of a refund, we have lodged a complaint with the ACCC, supported by a detailed timeline of events and copies of our correspondence.

Based on this experience, I am very disappointed with the level of customer service and would not choose to book through Aunt Betty again.

Very disappointing customer service experience. My husband’s name was entered incorrectly in the airline’s computer system when he arrived at the check-in desk. The e-ticket we received showed the correct name order, but when he checked in, the system displayed his first name and last name in the wrong order. We contacted the help desk, but they… Read more

were unable to resolve the issue. My husband spent more than 30 minutes on the phone while the offshore call centre communicated with the check-in desk. Thankfully, the airline accepted the booking; however, he still had to complete an additional form because his boarding pass did not match the name order on his passport. We also had to contact the airline again the day before departure to follow up because the updated e-ticket had not been sent (they forgot to send it back to us). The most disappointing part was the lack of customer support. On the day of the flight, my husband was advised that a simple phone call would resolve the issue and that no further action would be required because the call history would be recorded in the system for the staff to review and assist accordingly. However, when we contacted the offshore call centre, the representative (a male representative named Mi XXXX) was unhelpful and repeatedly provided the same response without offering a solution, apology, or any understanding of the situation. When I asked for his name, he ended the call. This issue was caused by an error made by the agent/system, but the stress, time, and inconvenience were left for us to resolve. Customers should not have to carry the burden of correcting mistakes made during the booking process. Better communication, accountability, and customer support are expected.

I would trust my dog with a better service. I had a decent experience with the actual flight however as soon as I needed to contact their customer service team I was left feeling like I got scammed. 1. I messaged them on their online chat will made me wait 50 mins to speak to someone, then that person said "thank you for your patience" asked if I… Read more

am still there, and then end the conversation within 5 seconds before I could reply can reply. 2. I then decided to call them and was put through to people who dont care or take notes of a call even happening. They will say they are going to email you and never will. 3. I called back a second time and spoke to another rep who kept trying to get me to hang up as they have KPIs to get calls done as soon as possible. I kept asking for a supervisor and they kept saying no, in which i replied I will wait for a supervisor. They kept coming back saying no one is availible and to call back later. I stayed on hold for another hour and a half and was finally transferred to a supervisor who did not say a single word. It was a deadline which hung up on me 10 mins later. 4. I then called back quite frustrated and demanded they put me straight through to a supervisor. I was put through to a supervisor who put me straight through to message bank. 5. I then called AGAIN, and in result I got hung up on within 3 mins because I told them I refuse to wait on hold for a supervisor again. I would not trust this company with making my take away order, let alone booking my holiday. Please please please for the love of god pick anyone but Aunt Betty. They do not care about you, once they have your money they will dust their hands off and forget you exist.

We booked flights to see a sick loved one for potentially the last time. We wanted to sit together and paid for seat selection because of that. Aunt Betty didn’t confirm the seats for one of the bookings and said they would do it manually which turned out to be a lie. It fell into the ‘too bad so sad’ basket and they pretty much washed their hands… Read more

of it and just refunded one of the seat selection fees and told us to contact the airline but that they could do nothing. Absolutely atrocious.

Aunt betty notified me of my flight being cancelled via email but gave no easy way to change my flight. After waiting 70+ mins on their chat I was informed the only option was to add 24hrs to my journey or request a refund. I requested a refund and then got an email saying I had to contact their chat service again to confirm my refund request. This took 120mins. I will never ever be using aunt Betty again.