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Reviewer Photos & Videos
- Verified customer
Withholding airline refunds -- JYX674B
Our tickets for Tel Aviv - Istanbul - Venice - Warsaw - Tel Aviv journey on April 3 through April 11 were all cancelled by the airlines before the flights. We did not ask the airlines to cancel the flights.
We asked Jetabroad for refund on March 30.
We received 1 email from Jetabroad on April 7. No refunds were issued to us.
We spent US$2200 for our tickets. Did not see a dime back.
This is just unbelievable.
1 comment
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Cancellation refund taking for ever - JZRHCY
We had a trip booked to Europe via China over Easter. Due to Covid and negative travel advisory, we cancelled our trip in early March. Despite contacting the organisation a number of times, they have never replied and we are still waiting for a refund, it is now almost 10 weeks!!!. We paid over 12,000 for our family trip and have not seen a cent back. This is completely unacceptable.
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madie.cutting.mcSouth East Queensland, QLD
China airlines flight cancelled, have filled out 2 request forms- JZM87RR
Booking reference: JZM87RR
My China airlines flights have been cancelled. I have filled out a refund request form twice now- 28th March and 8th April with no reply or communications. Would it be possible to receive either a travel credit or refund. Understand it is a busy time but the communication from this company has been problematic. Your website notices are conflicting. I’d advise all of your customers to note down your ABN and address, as I have done. Some guidance would be great as I have spent over $2000 on flights and am doing it tough financially due to covid-19
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stef a.Greater Melbourne (Inner), VIC
Ignoring my emails
Reference number: HFXEFL
I have my tickets booked for Europe. I have been emailing and filing for a refund many times for the past 2 months and I STILL haven’t heard anything from Jetaboard, it’s getting ridiculous. I need to cancel my tickets and sort out a refund due to the boarders being closed in Australia we won’t be able to to travel for a very long time. Will not be booking with Jetaboard in the future.
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Ranjeet R.Wanniassa 2903, ACT
Double standard for the identical tickets
My friend and I purchased identical tickets for a return flight to Auckland to attend our friend's wedding. My friend has had her fee waived while I am told that there is a $85 charge. Sent my friend's reply that she got with a waiver to them and asked them to explain why the double standard but have not received any reply from Jetabroad.
I am extremely sorry to say that if no reply is received this week then I have a great case to take it to ACCC. Identical tickets - same dates of travel and same amount paid yet two different replies from Jetabroad.
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- Verified customer
Booking References: CMPIIY and VJAHZG. Waiting for a month now, still no action.
Please action our request. We have been patient, waiting for a month now, you need to assure us that we can use our paid tickets for next year. We want to rebook our flights exactly same dates per leg for next year. We bought 6 roundtrip (multileg) tickets from you. Am still hoping you guys can rebook our flights with a reasonable cost. I hope you reply soon.
1 comment
Jetabroad has finally replied with a concrete refundable amount. Thank you for this as this truly lessened our worries and frustrations. I will change this review once the indicated refunds have been credited back to our credit card.
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- Verified customer
Worst company. Does not respond, No phone contact, only self generated automatic noreply email
Booking reference code: BAILUW & RNDOHB
Very disappointed with this company. Rang Air NZ in March which said due to Covid 19 all flights have been cancelled and Air NZ is giving travel Credit for flights cancelled. I just want a travel credit and when boarders open between NZ and OZ, I want to attend a family wedding. Does this mean with no response that I have to purchase another ticket to attend the family wedding? I am a pensioner and not buying another ticket where future travel credit refund is due to me. Hope to receive 100% full credit within the next few days.
If not I might need to go to NSW Fair Trading, ACCC or look out for class action. Flight Centre has stopped charging cancellation fees after being intervened by ACCC.
1 comment
Jetabroad has now responded and have given me a credit for the trip. Thanks Jetabroad
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ArshadSydney, NSW
Terrible customer Serice. This kind of businesses are a plague to the society
I had exactly the same kind of experience. I submitted a request for refund 2 weeks before my flight due date(4of April) and haven't heard a single word from anyone. You cannot contact anyone, you can speak to anyone. JetAbroad is probably not thinking of the goodwill they are loosing. I don't see any of the customers with similar experience ever returning to JetAbroad
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No Customer Service
There is no customer service that i can talk of.
We wrote to them on 30/3, 19/4 and today 14/5 and have yet to hear anything. Yes, they are understandably busy, but 6 weeks come on, that is the most awful service ever.
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Reviewer
- 5 reviews
Non existent customer service
I submitted a request for a refund over 8 weeks ago. Haven’t heard anything since. Can’t contact them. Messaging them on social media doesn’t work and just refers you back to their FAQs. I have a multi trip flight and airlines won’t deal with me as everything was booked through Jetabroad. Ethihad were previously offering refunds but have since changed to credit voucher only. So had J actioned it quicker, I might’ve received the refund I’m entitled to. How am I supposed to use a credit voucher when I was flying for a work conference which will b...Read more
e cancelled and I don’t know if they’ll ever hold the conference again? Will mean losing over $6,000 in flights. This is a very significant amount of money for us, a young family with limited income (only decreasing since COVID19). I will certainly be joining the Slaters class action.Similar opinion? Write a review on ieatwords.com.au!
Jetabroad are withholding my travel credit unless I pay a ransom
I booked some flights for $770. The airline cancelled the flights and gave jetabroad a "Free Of Charge (FOC) change permitted per passenger to move the travel date within 12 months at no cost subject".
Now jetabroad is holding my FREE travel credit hostage and threatening to steal $770 of credit from me unless I send them even more money/fees as a direct cash transfer to them as their ransom.
Let's not forget that the airline isn't even flying yet so I now have to pay money to receive travel credit on an airline that isn't taking bookings. That is unfair.
In Australia if someone purchases a service, the provider then cancels the service and then offers $0 refund unless even more fees are paid, we will find out if this is legal.
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MattSouth East Queensland, QLD
No customer service or communication and has cost me $4k!!!
I am due to fly to the US on Virgin Australia in September, but booked through Jetabroad. With borders being closed, Virgin announced that flights could be rescheduled or cancelled for a travel credit at no cost. I submitted their online form over 5 weeks ago, and all I received was their automatic email response. I can't contact Virgin as they have advised that I need to deal with Jetabroad. Now Virgin have gone into administration and their website states that they while they are honouring travel credits already processed, they aren't cur...Read more
rently processing any new requests refunds or travel credits. If Jetabroad had of actioned my request when I first submitted my form, I would have been eligible for my credit, but because of their inaction, I am now $4k out of pocket. Poor business practice.Similar opinion? Write a review on ieatwords.com.au!
Got an answer
Well after 3 weeks off waiting today I had an answer from Jetabroad and after writing again they answered right a way. At least I know now my options and I am happy with it. Just let see what happens next
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Terrible company do not use, they keep your money and ignore emails
Won’t refund cancelled flights from weeks ago. I’m owed $550 which isn’t a small amount, yet they ignore emails and don’t provide a contact number. I’ve lodged a formal complaint with ACCC as well as to a class action, as this is poor behaviour. There are people without jobs who need these refunds and ignoring customers is terrible!
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Shallan B.Greater Melbourne (Metropolitan), VIC
- 2 reviews
Terrible
Send an email via the website in mid March requesting cancellation of flights due to covid-19(less processing fees) as per their policy. They wouldn’t let you send the request unless you said yes to all their stipulations - so I had to agree with certain conditions that were not in the original contract to even send my request through. It’s beyond ridiculous. Apart from a generic email saying they would get back to me have heard nothing. Unable to find a number to call them ether. Horrendous customer service to be left waiting for 2 months now. Am currently considering legal action as this is the only way I suspect I will get any sort of response. I would strongly NOT recommend this company.
1 comment
JetabroadJetabroad
We definitely have your request in our system and we understand your travel dates (July). We are working through the backlog of urgent travel and we will respond as soon as possible.
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No reply for the mails
We were cancelled our tickets 3 months before. No reply ever since. As a company, they are supposed to reply to our mail at least once, never happened. Please try to respond to us.
1 comment
JetabroadJetabroad
We definitely have your request in our system and we understand your travel dates. We are working through the backlog of urgent travel and we will respond as soon as possible.
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Poor genetic communication
I sent a cancellation request through to Jetabroad 29th March 2020 for flights commencing on 14th May 2020. Recieved one generic email and no commication with the company to date. Poor service, poor communication. Will not be using this company again.
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Bex W.Sydney, NSW
Worst company ever.
Worst company ever. Flight was cancelled 4 weeks ago due to COVID. Dont even want a refund just to rearrange and no one has got back to me after numerous emails. Disgusting customer service.
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No Contact since March would never recommend they are scammers!
0 stars have been trying to contact since March for a refund as we don't when when can travel again due to work changes but have no answer same as everyone, not sure why they only reply to some people's comments on this site??? I am looking to join the class action to get my money back, this has gone beyond ridiculous. TDPAQZ.
2 comments
JetabroadJetabroad
We definitely have your request in our system and we understand your travel dates (17 May). We are working through the backlog of urgent travel and we will respond as soon as possible. We thank you for your patience.
Thanks for reply, I would like confirmation this week of my refund before my flight was due, otherwise will look at other action.
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BamBamSouth East Queensland, QLD
- 2 reviews
I tried to understand the Difficulty
I had to cancel my flights to and from Brazil as there is currently a ban on international travel in Australia. I followed the instructions provided and cancelled my booking. After they finally got back to me they said I would get a credit on next flight because Latam wasn’t issuing refunds for my flight but they told me I can only fly until December 31 and being pregnant there is no way that would be possible for me. So I contacted Latam only to find out that they are in fact issuing full refunds for my flight as they had already cancelled the...Read more
m. I immediately got back to Jetabroad and they said they would “liaise with Latam, but since it was the weekend it may take a few days” which I understood but it’s been over two weeks and still nothing and I’ve emailed them each week asking for an update but NOTHING. That’s a lot of money that they don’t seem to want to give back and yes I get it’s not their fault but it’s not mine either and they have a job to do and all I want is an and they are completely ignoring me.1 comment
JetabroadJetabroad
We are sorry for the delays. Please see email response from Customer Support
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Questions & Answers
Zoe Nasked
How do we take action again Jetabroad to get our money back? Does anyone know of any class action lawsuits that are active against Jetabroad?
3 answers
Hi Zoe, I am wondering the same thing, due over 3,000 GBP for flights that airlines cancelled due to COVID-19 - getting nowhere with Jetabroad and interested in taking things further, I've posted a review on Trustpilot UK and Facebook - I believe they are getting refunds from the airlines and not issuing it to the customers in refunds and am worried they are have or will take all the refunds and fold. Darin Walters is the MD as per their website. There has to be a complaints commission in Australia or the European Union to have this resolved. I don't believe anyone will get their money back.
I have had multiple email exchanges with them and they are not providing accurate information and will not acknowledge any of the factual information I am raising with them. We had a ticket with JAL from Melbourne to Tokyo and JAL are issuing full refunds for travel due to any immigration restrictions, which is the case for Australia. Jetabroad are stating I Cann't get a refund and that they will charge me huge fees if I request a refund. They are saying I need to wait until just before the travel date, which again is not accurate according tot he JAL information. Again they will not respond tot he information I am raising. There is a class action in Australia with/through Slater and Gordon against multiple airlines and travel agencies, such as Jetabroad, and I have listed my problems with Jetabroad. I have also listed a complaint with the ACCC. I haven't heard back from either as I imagine they ar e getting inundated. Amanda
We are in negotiations with our credit card company and have asked them to simply ask Jetabroad why they are charging us for a service we didn't receive as it was cancelled by the airlines. It's a simple question. We are also making complaints absolutely anywhere we can. They are a total disgrace and my personal belief is they have no intentions of refunding anyone, they are receiving the refunds from the airlines and plan to keep the money and fold the company and set up under another name.
wsladeasked
Hi, I can't get Jetaboard to respond to me. I know it is a crazy busy time but my airline cancelled the flights and I submitted an online request on 1 May but 4 weeks later I have not heard back?
3 answers
The customer service is terrible. I reported them to consumer affairs and seemed to get some contact after that which is disappointing. Goodluck!
Hi Steph, I hope you don't mind me asking but did you get a positive response? Our flights were due to depart April 2nd and it's now June and we still haven't had anything from Jetabroad. Was it consumer affairs in Australia you reported it to? I am prepared to take it as far as I need to and it this stage, I'm more driven by principle than financial. These guys haven't got a shred of corporate social responsibility.
Sharon.
You can report them to the ACCC - which I have done - and there is a class action through Slater and Gordon against multiple airlines and travel agencies, such as Jetabroad, which I have also submitted my case to.
Tony L.asked
I have written multiple emails to you guys for a flight change and yet today is my flight day and still no response given. You said will prioritise people who will be flying within 48 hours and I have been patiently waiting without a single response and yet I'm meant to fly today. Reference is CVDYEQ flying from Fuzhou to Sydney with Xiamen Airlines 17th of May. Using the proper way to get in touch but doesn't reply or schedule anything when your meant to fly today are you guys ever going to respond?
No answers
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JetabroadJetabroad
We are sorry for the delays during this crisis. Please see email response from Customer Support