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Aunt Betty Questions & Answers
363 questions from our users
Nigel abasked
We had to cancel our trip to uk due to covid 19 restrictions back in March.How can we contact aunt betty .com.au as all thier comunication is still offline .
No answers
Julie S.asked
We are Due to fly to Portugal in Early September 2020. My husband called Aunt Betty and we were directed to fill out a form. We requested a CREDIT. Their reply was. If we cancelled We would Incur
a fee of $250.00 per person to Aunt Betty! And a $500 Airline Fee per person So all up a total of $1500.!!!!!
Aunt Betty is owned by Flight Centre!!! How dare you treat us like imbeciles!!!!
No answers
Sarah Olechnoasked
Hi
Our flight is booked for December 2020 to UK returning in January 2021. As we are travelling with our 3 year old we now don’t feel safe to do so. Can we cancel and receive a refund?
No answers
Geoff WARNERasked
Are you taking bookings for august ?
! how do i use my credit, when booking online ?
No answers
Colinasked
Why does a refund need to be '' processed '' You have the details, you have our money, the flights are cancelled. Whats the problem with refunding ? Every refund that is made is one less customer to call you or email you. We will keep it up until our refunds are done. Please do the right thing.
2 answers
They are waiting to closer the flight date to see if all flights fall into the allowed period of travel therefore exonerating them from a refund. They offered a credit that had to be used by the end of January and to be used to the same overseas destination, extra cost at my expense. Truly appaling.
The dates that government restrictions were imposed is quit clear. Cant be that hard. Keep fighting for fair .
sncasked
Hello. I have been issued with a credit voucher for my flights that were booked with Emirates, due to fly in September 2020. I have not been advised by Aunt Betty regarding how long the credit voucher lasts for. Emirates on there website states credit is for 12 months then can be extended for 12 months from date of issuing the credit voucher. Is Aunt Betty offering the same? there is no information on your website or on my credit voucher. How do I get confirmation in writing about when the credit voucher expires. You don't have a contact email address on your website and it seems we are not able to phone you.
3 answers
I had same problem as well with a credit voucher for my flights that were booked by Malaysian Airlines then call centre totally not professionally to handle then hang up the phone which was totally bad service
I would love to know the answer to this question too. I would like to change my credit to a refund now since they changed the fees but am worried i will be charged fees as it will be a "second" change. But cant contact them to find out
I got in touch with Emirates today. They assured me that my credit was actually with them and that I can contact them directly to rebook the flight when I need to and did not need to contact Aunt Betty. Emirates answered my call promptly and they advised me that my credit is valid for two years from when I first booked. I am so relieved that I can deal with Emirates instead of Aunt Betty and hope to rebook my trip with Emirates when we are allowed to travel again.
Geoffrey H.asked
hi there
i placed a refund request in 4 weeks ago. I know your super busy and all.
I just got an email back, i will be charged $250 from aunt betty and another $550 from cathay pacific
why the hell am i being charged twice??
I was ok with the $250 but not the other $550- making this $800 total to cancel my NYC flights in sept
1 answer
Please reply to my email about getting my MONEY Back, otherwise I will take further action
Kate M.asked
Please reply to my email about getting my MONEY BACK
No answers
NICasked
Hi we have flights booked to fly Perth to London on 19 July 2020 Ref ABY2514705 flight numbers, SQ216 and SQ308.
Please advise what options are available given the current climate? Can the booking be changed delayed until May/June 2021?
Thank you kindly
1 answer
Respectfully yes you can get a credit shell with your flight carrier if they provide that option or cancellation without cancellation fee. How aunt Betty helped me is they where informative about the options I already knew
Brigitte W.asked
Hi there,
I have had my flights to Europe this month cancelled by Emirates. I filled in the form sent by Aunt Betty and chose option 3, 'still wish to travel' as I'm electing to take up the 'Keep your ticket' option as offered on the Emirates website. AB has informed me I now have a 'Credit Shell'. This is not the option I selected.
The following is taken from the Emirates Cancellations Page:
"Keep your ticket option
You can choose to keep your ticket and we’ll extend its validity to 24 months from the date of your original booking. The fare amount you paid for your original booking will be accepted for any flight to the same destination/region* at any time with no fees during this period.
You don’t have to call us if you have a cancelled booking. We’ve now extended the validity of your ticket for up to 24 months so you can just call us to reschedule your flight whenever you’re ready to travel again.
You don’t need to do anything, we’ll keep your booking status as open and you can reschedule your flight whenever you’re ready to travel again."
So this, Aunt Betty, is the option I have chosen. If only I could actually speak to somebody to confirm this...
3 answers
I got the same email from AB and informed me the same thing. I didn't even choose the option!! what is the credit shell that they offer? (AB make us to take it but thers is no explanation at all)
i just off a call with them about this as well and they said it was an automated email and my booking has remained unchanged
How did you guys get on? My flights are cancelled and I also want to take up the 'keep your ticket' option with Emirates but that is not an option on the form and I can't get hold of Aunt Betty!
whyohwhyasked
Anyone interested in a class action against Flight Centre Group there is a facebook page "Flight Centre Class Action Australia" where someone is looking for expression of interest. There are thousands joined up already.
1 answer
Yes I am totally agree, I will do the same way cuz I am unhappy with Auntbetty just very rude to hang up the phone
Jinaasked
We had our round trip plane tickets from Melbourne to Seoul with Cathay Pacific in April. We were told that we would get our money back in June. Is there a reason why it is taking so long?
4 answers
I was told a refund would take up to 8 month when they pushed me towards taking a credit shell.
I was told that it would take three months. I am ok waiting but just curious why it takes that long..
I was told it would take 6 mths. I called Aunt Bettys and asked them to quicken up the refund. I was told they are treating everyone the same and they have limited staff. When I asked to speak to a supervisor I was told there wasn't any and there is no way of escalating the refund process. I kicked and screamed and no budging from AB. When I told them I would never use the service again, I was told that's my perogative and choice. So so rude and the reason I'm told it takes so long is that they have limited staff to action 1000's of refunds.
Leisa Casked
I requested a credit shell for booking ABY3224799 and received confirmation I would get an email within 7 to 14 days on how to use the credit. That was on the 3 April and I haven’t received an email as yet. Could you please let me know how I access the credit that is with Singapore Airlines. Thanks.
2 answers
I was same - finally the email arrived today nearly 28 days after the ‘7-14’ days. Doesn’t have much info. - just the $ value and to call when ready to use it, but no rules/restrictions etc.
Same here. The email arrived about 28 days after their previous email. But no info on how to use, or if restricted to using that airline or if I can cancel and get refund since I don't know if it will be possible to fly in the time.
Deborah W.asked
Why are Aunt Betty charging a 25% fee on a fully refunded airline ticket that has been cancelled by the airline. They are witholding our money during a very stressful and tragic time.
Shame on you Aunt Betty, shame on you.
Just remember Karma, you will deserve all you get.
No answers
Carwalasked
I have tried to call Aunt Betty numerous times with no way of getting through, they don't want you to email them, I want a figure if I was to cancel, before Airlines are now not flying in to Bali or flying into Australia so now awaiting a refund, but have been reading the reviews and seems Aunt Betty is not paying up, what a farce, I would still be travelling 3/5/20 if I could but I can't, so I deserve my refund, total daylight robbery and will be taking this further if and when I can get through to Aunt Betty and they don't supply .
4 answers
I just talked with them today but they told me they will refund to me after deducting $250. That's weird and the call just cut so...now I didn't get response from them yet
I had the same thing $250 charge per person for refund and can take up to 12 weeks. When I asked to speak to someone else, as I wasn’t happy with the options offered to me I was told there was no one I could talk to all the managers were busy and they can’t call you back and you can’t call them. So bad!
Aunt Betty are not worthy of being labelled an online travel agent & are an absolute disgrace to the industry. At a time when everyone is empathetic to the global COVID-19 situation & the airlines are giving 100% refunds, Aunt Betty are happily ripping innocent consumers $250pp for a cancellation fee which involves simply ENTERING the ticket No., selecting REFUND & pressing ENTER. Based on the reviews I will never use them again.!!! Based on the sentiment many others won’t either do justice will hopefully be served & Aunt Betty goes under sooner rather than later.
Also to Aunt Betty
A complaint has been lodged with the ACCC as you advised me to after waiting hours to speak to your customer service staff. I too was rudely spoken to and hung up on when I asked about the cancellation refund. I was told that if I didn’t like the level of service to feel free to contact the ACCC so I did. I’m wondering if you know they won’t do anything or won’t care and that’s why we are being told to lodge a complaint, another tactic to hang up.
Was also told to call Aunt Betty back the day prior to flight and if you don’t answer the call then I will have cancelled too late right?? I won’t be entitled to any refund then? Is that what you are hoping? Yes I have cancelled online like others but if you don’t acknowledge my cancellation request how do I even know you have it received it? Is this another way or an excuse to say I didn’t cancel in time for a refund?
I have contacted Emirates direct and Commonwealth Bank also which was the credit card used to book flight. Neither of them will help and both directing back to Aunt Betty, the company who accepted the payment and flight booking. Everyone washing their hands of it.
I hope the ACCC steps up and helps us all, otherwise we may need a miracle!
3 answers
I contacted accc weeks ago. they wont help they send a generic email back.
All we can do is keep records of our attempts to contact the right people and express our concerns regarding the lack of clarity or any communication from Aunt Betty regarding existing flight bookings. The ACCC hasn’t responded to me either at this point apart from acknowledging receipt of my email. It looks like Aunt Betty has a standard response for all of us which is basically you will need to wait closer to your flight departure date for any communication or confirmation of anything, and this allows them to keep our money for a longer time without having to discuss refunds or cancellations even after we have waited hours to talk to them. I’m wondering if anyone at all has received a refund after cancelling over the past month. Would be good to know if anyone has had a positive outcome??? Are they withdrawing a cancellation fee for both themselves and the airlines prior to refunding the flight cost, even when some airlines have decided not to charge cancellation fees with Covid-19?
Accc replied with generic email
Very unhelpful
I would like to know when I will receive a response regarding my request to cancel my booking as a result of Emirates cancelling their flights. Would also like to confirm what charges there will be as a result of the airline cancelling the flights which has then forced me to cancel my sons booking. Why should I have to pay any cancellation charges at all Aunt Betty?There are so many companies out there trying to help people suffering through this Covid-19 situation, people are losing jobs including my entire family & we still have to pay our bills and buy groceries. What should we do this with? Do you think it is reasonable to hold onto our money in these circumstances? What kind of people and company are you and how do any of you sleep at night? Be clear and honest about what you are doing with our money, refund cancelled flight promptly and be transparent about the timeframe. Don’t hold onto our money when it’s needed most and don’t speak to your customers over the phone so rudely and aggressively when we are all going through this together and suffering in similar ways. You cannot provide the service you promised us and we wish to have a refund as a result of that, it’s not too much to ask to get our own money back. You cannot hold onto our money and have it sitting in your accounts while people are struggling to eat!! Be decent human beings. How you treat people now and respect your customers will be how you will be judged in the future! There are many other ways to make a flight booking so if you wish to survive as a company through this and beyond Covid-19 you should act with kindness, consideration and honesty. Provide refunds and flight credits promptly and within reasonable timeframes when asked, speak to your desperate frustrated clients respectfully as you would wish to be treated and remember who paid for those flights. How many customers would you hope to retain for when this is all over?? There are so many people complaining about the same problems yet I don’t see you making any attempts to rectify the situation. My advice to you - cancel without cancellation fees when asked and do it within 2 weeks of the request, confirm this back by email immediately so people with bookings will have a clear date on when they will receive a refund. What exactly do your staff have to do right now apart from refunds?? Don’t expect people to accept credit vouchers for future flights when we have no idea when it will be safe to travel in the future, this is not reasonable to expect us to take a gamble with our health just to retain our money!! Be decent and your customers will treat you with the same respect.
6 answers
Same boat with you, they were so rude over the phone and they even told me "you're not the only one suffering".
I would suggest submitting a report to ACCC as i wouldn't want to waste my time dealing with them any further :(
I have also sent a full report to ACCC explaining the treatment I received, how they don’t want to talk to me at all. I’ve also expressed concern over the fact that both the Commonwealth bank & Emirates are both saying it’s up to Aunt Betty to resolve and they can’t get involved. Someone surely needs to be providing some appropriate answers on when and how to get refunds without cancellations fees or at very least a reduced fee. I’m sure most of the airlines are doing cancellations free however Aunt Betty still looking for their cut regardless. They seem to want to hold our money as long as possible by avoiding discussions over the phone, blocking emails and simply hanging up when you do ask when money will come back. I asked to speak to a manager at Aunt Betty on several occasions & with that request I get I’m hanging up now as we are too busy and managers are not available to talk to customers. Wow how do they expect to ever survive with this attitude!
Graham Turner mobile no. +61 412 741 867 CEO Aunt Betty
Cherasked
It seems Aunt Betty only has two choices. Give customers their entitled full refund or go under. Customers will book direct with Airlines in future. Your dishonesty will have repercussions
No answers
Leeanne N.asked
Are flights cancelled due to corona virus not covered by travel insurance?
1 answer
Insurance companies will only provide cover if you took out insurance before the coronavirus became a known event ( mid Jan ). However if you did take out insurance before then it is still quite likely the insurance company would have other exclusions which still limit your claim against either the airline or travel agent. I took out gold level cover through Insure and Go Insurance last October for flights in July 2020 and guess what they have an exclusion clause which only allows me to claim a maximum of 10% of any fees paid to a travel agent which means after they deduct their excesses i am left with jack shit even though Singapore Airlines are waiving all their cancellation fees. Never trust either a travel agent or insurance company. Tip for the day : Book direct with the airline even if it means paying a few hundred dollars more.
Jacksonasked
how the hell do I get in contact with you regards my flights
5 answers
The short answer is you don't Jackson - they are missing in action. They have a notice on their website saying they are not accepting emails because they have been apparently inundated with enquiries and they appear to have turned their phones off as there is not even a ringtone if you try and call them. They owe me nearly $5,000 that the airline refunded to them almost three months ago which they are presumably using the pay the salaries of the staff who are not contactable. I don't know what these staff are doing all day because nobody is booking any flights anywhere. My next port of call is to contact the Office of Fair trading in Queensland where they are registered and would encourage all dissatisfied customers to do the same, maybe if there is a flood of complaints to government something might get done about them.
I would even recommend writing a report to ACCC or even to 7news / 9news which i personally have done so.
Waited for 2 whole hours on the phone, someone finally picked up and was ABSOLUTELY rude and the best bit was she hung up on me.
Yeah same so rude said that I had to wait 48 Hours before my flight was due to fly out and would not listen to me and hung the phone up on me.
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