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295 questions from our users

Masha P.

Masha P.asked

Our LE booking is JA5OR5 for Fiji flights and accommodation. Our e-mail request for a refund to [email protected] remains unanswered since 3rd of April. In the meantime, Shangri-La has unilaterally cancelled our accommodation booking and Fiji airlines moved the flights from 6 June to early July (what a joke). LE, please reply to our e-mail or call us as we could not get through after numerous attempts. Gena.

No answers
Bec

Becasked

I received confirmation that my booking in Port Douglas does not receive any payment until we arrive. The resort is also offering full refunds. Qantas has provided us with full refunds and borders are closed! We can't go any other dates due to individual circumstances of us girls (lost jobs, medical reasons etc). This has been explained to Luxury Escapes via email, phone call and their online refund form. LE is not replying to us even though we are well within our rights for a refund, even looking into their refund policy. I would expect more from such a large, well-known company. We will have to take them to VCAT if we do not receive a refund soon. Our booking reference is YOY4PQ.

1 answer
Luxury Escapes
Luxury E.Luxury Escapes

Hi Bec,
This has been escalated and one of our supervisors will be in touch asap

Lea

Leaasked

Hi, We had 2 bookings for Bali for September and after many phone calls, messages etc we finally received an email stating we needed to confirm our new date by April 30th 2020 and must travel before 20 December 2020. We will not be going to Bali this year or probably even 2021 and request a full refund thank you. My understanding is you have insurance to cover refunds and as yet no money has been paid to the property as they only receive payment when we depart hence you are not out of pocket. Our booking reference is : E7M3K0 and QDKPIJ.



5 answers
Kaye
Kaye

Hi. You probably won't receive a refund but you will probably receive an extension past December or a holiday credit. Keep emailing and they are good at coming back to you. Don't expect it to be an instant reply.

Lea
Lea

Ok thanks

Jan.6
Jan.6

I tang Sunday 7am got a real person immediate

Helen L.

Helen L.asked

We have booked your river cruise from Budapest to Cologne on 6th July. I have tried contacting Luxury Escapes several times by email,and by telephone being told someone would ring back the next week, but no-one has. We are requesting a full refund of $12,000 for our cruise, knowing that this cruise will almost certainly not be taking place. Could you please contact me ASAP. Helen Lennon



7 answers
Helen L.
Helen L.

My booking number is IW05PM, CTHVFR

Jan.6
Jan.6

Call them 7am you get a person immediately

Bernie
Bernie

Good morning Helen
Thank you for your email
all I can suggest that you constantly try emailing and telephoning them ...which is what we did ..their cancellation policy is very strict ..
you are most likely going to have to accept a voucher or credit for a similar holiday at later date ...if like us ...you would have paid for your holiday in full a number of months ago so this appears very 'unfair' when the reason for cancellation is totally outside your control...
Do you have travel insurance ?? and are you covered in the event of cancellation?
Hope you are are successful and please continue to keep safe
Bernie

Jan.6

Jan.6asked

My booking with Marriott Bangkok July 1-5 have clearly indicated they will be willing to offer full refunds for all booking classes if cancellations are made before 30th June. When the hotel chain clearly state they will offer refunds there is no absolutely no excuse for the booking agent not to do the same. I therefore would expect Luxury Escapes to follow suit and not hide behind T&Cs as these are not normal times. Is this a case for ACCC? I want my refund please - booking reference Dm5qby.
APT tours gave their total refunds on flights and packages - this all needs to go to the ACCC as you are profiting from people like myself who have lost their job.

2 answers
Marie M
Marie M

My booking was for a Port Douglas resort who has confirmed they do not receive any payment until we book out and that by their records our booking is still "live" for 5 May although we have requested cancellation with EL. Borders are closed! Qantas gave us a total refund within 10 days on another accomodation package we had with them.

Luxury Escapes
Luxury E.Luxury Escapes

Hi Jan, I will send you a direct message about this now as the booking reference you've provided isn't showing up in our system. Cheers, LE

Jan.6

Jan.6asked

I paid for transport pick up airport Thailand? I am not going ?days I get refund - no way of contacting them as booked through you? I want refund ? Why not? Ok hotel book later I do not ever want to go to Asia again after this? Qantas advised to go to acc.

5 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Jan, can you share your booking reference so we can follow up? Thanks, LE

Jan.6
Jan.6

Dm5qby
Also Marriott is offering refunds why will you not ??

Lea
Lea

Jan, did you hear back and receive a refund? We are in a similar situation but for Bali

Ant

Antasked

Subject: Re: Booking Details - Booking Number: 7T90R3

Hi

In relation to the below booking, I believe it’s unlikely that this holiday will be cancelled now in September 2020 doe to the covid 19 epademic and I would like to request a refund for the full amount please at the earliest opportunity.

I have sent emails and at this time had no reply
Regards

Mr Swain

1 answer
Luxury Escapes
Luxury E.Luxury Escapes

Hi Ant, thanks so much for reaching out. I have passed your request onto our team and someone will be in touch in the next 24-48 hours. Cheers, LE

Pam T.

Pam T.asked

Booking Reference MUBZIM has not received a response from you. Due to fly to UK next week. What’s happening? All my emails and Texts totally ignored.

3 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Pam, sorry to hear someone hasn't been in touch. I have just escalated this given your departure date and someone will reach out in the next 24-48 hours. Cheers, LE

Pam T.
Pam T.

Thank you, yes someone has been in touch. I understand these are difficult times.

For others reading this blog, I managed to get a LE credit, which although I am okay with, would have preferred a cash refund. No cash refund from LE. All other providers (2 air BNBs, European hotels, Barge trip in Brugge) I booked with have provided a cash refund in good faith - means they will get future custom from myself and my husband.

LE charge a fee for changes, albeit discounted by 50% due to COVID 19. Not a lot of $, but nevertheless not the same spirit as other companys. I would say I will never use LE again but I will be due to this credit refund.

Caroline whom I spoke with at LE was polite, professional and personable.

Jan.6
Jan.6

I will never book Le again either

Katrina Anderson

Katrina Andersonasked

I have booked numermous packages through Luxury Escapes. Although I am happy to take a credit for my Japan and Gold Coast Trips I wish to have my 15 day Luxury Europe River Cruise refunded along with the extended 5 day Netherlands/Belgum Tour and my 5 day Barcelona Hotel Accomodation. I am a Platinum member and have made numerous other trips every year with Luxury Escapes to different countries.. My Business flight to Europe has been cancelled by Emerites and most of it refunded apart from $1200. The flight was direct to Milan which is in total lockdown. I don't wish to go down the path of contacting Current Affair but may not have any other choice for I feel i have been very agreeable in accepting a credit for my expensive Japan Trip and my Gold coast Package Deal. I feel under this circumstance I should be able to get a refund for my Europe trips. Flight Centre have cancelled all my accomodation and hotel bookings and flights and my small ship cruise deposit and have agreed to refund all monies apart from their $300pp policy fee which they ended up just charging me $300 for the 2 of us which is $300 less than what their normal admin fee is. RE Luxury Escape Booking nos. 9ZPG67 and 2Q4KXE and NO8RWZ can you please esculate this request as URGENT.

Katrina Anderson

1 answer
Luxury Escapes
Luxury E.Luxury Escapes

Hi Katrina, we have escalated your case. The team is currently working through bookings in order of departure so this may take a few days - thanks so much for bearing with us during this time. Kind regards, LE

Katrina Anderson

Katrina Andersonasked

I also have booked numermous packages through Luxury Escapes. Although I am happy to take a credit for my Japan and Gold Coast Trip I wish to have my 15 day Luxury Europe River Cruise refunded along with the extended 5 day Nethetlands/Belgum Tour and my 5 day Barcelona Hotel Accomodation refunded. I am a Platinum member and have made numerous other trips every year with Luxury Escapes to different countries.. My Business flight to Europe has been cancelled by Emerites and most of it refunded apart from $1200. The flight was direct to Milan which is in total lockdown. I don't wish to go down the path of contacting Current Affair and have been agreeable in accepting a credit for my expensive Japan Trip and my Gold coast Package Deal. I feel under this circumstance I should be able to get a refund for my Europe trips. Booking nos. 9ZPG67 and 2Q4KXE and NO8RWZ can you please esculate this request as urgent Katrina Anderson

1 answer
Luxury Escapes
Luxury.EscapesLuxury Escapes

Hi Katrina, thank you, please be assured this has been escalated as urgent and somebody will be in touch to help you. Thank you, LE

Luke S.

Luke S.asked

Hi Luxury Escapes team,

We have a booking in July to Thailand, which is clearly not going to happen. We have followed advice on your emails and as we have flights included we are unable to change the booking online.

Can someone please read and respond to the emails we have sent regarding booking reference AM8V7T so we can make the required changes.

Thanks,
Luke

2 answers
Luxury Escapes
Luxury.EscapesLuxury Escapes

Hi Luke, thanks for your message. I have escalated this for you and a flights specialist will be in touch to assist you. The team is currently working through cases in order of departure so this may take a few days - thanks so much for bearing with us. Thanks, LE

Luke S.
Luke S.

Thankyou, I am reluctant to change flights directly with the airline as we booked through LE. The airline has already altered the flights though.

Hopefully we can come up with some new dates to suit everyone.

Luke

mandy

mandyasked

I have contacted LE on numerous occasions with promises that someone would get back to me. To date no such luck. I require someone to call me urgently regarding booking 8VOHAY andOJ2K9P.

3 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Mandy, thank you for your message and patience during this busy time. I have escalated your query with our team. Please note we are working in order of departure dates, so it might take a bit longer to reach your request, as you are meant to depart in November. I would like to reassure you we are doing the best we can to reach out to every single one of our customers, and that your query is in our system and will be processed. So rest assured you will be contacted by one of our team members. Should you have other questions in the meantime, feel free to send us a direct message on Facebook, we have a dedicated team ready to help there as well. Thank you again for your understanding. LE.

mandy
mandy

Still would like to talk to someone about what our options might be in the current circumstances. I don't think its too much to ask that after such a large cash investment in a holiday that is unlikely to happen that someone from the tours team is able to do me the courtesy of making a phone call

Luxury Escapes
Luxury.EscapesLuxury Escapes

Hi Mandy, please be assured this has been escalated and a team member will be in touch, thank you, LE

Chris

Chrisasked

Hello LE, I have sent 3 emails, all unanswered. I have been a LE customer over a dozen times including recently in Feb 2020 and am booked for Nov 2020.
I have a Booking ID: M9XK1J that is impossible to take to China as Australians are banned from travelling and China is refusing entry. Originally booked for May 2020 I recently responded to an email telling me I needed to cancel the booking for a ‘book later’ option only to see that when I did that I have until April 30 to select new dates up until 28 June 2020. Clearly that’s all impossible. Whilst your terms and conditions may say no refund you are required by law to provide the product. However you are unable to provide the product to me? Extending the option of the time to take the product has not been offered, nor is it requested or a part of the agreed purchase contract. I am prepared to take a credit and would appreciate that you escalate this matter as time is ticking away. I would prefer to manage this amicably and expect a call before 30 April to discuss

5 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Chris, thank you for your message and patience during this busy time. I have escalated your query with our team, rest assured someone will be in touch to help you find the right solution. Thank you again, LE.

Chris
Chris

Thankyou, yes I have received a response and am happy with the result :)

Amy Q.
Amy Q.

Hi Chris. Was your trip a China tour with expedition exclusives or just accommodation / flights to China ? I have been waiting almost 3 months for reply from LE...

Jane

Janeasked

Hi LE, we have 2 bookings for Bali in September which I have changed to Pay now Book later. My husband is 72 and can’t compromise his health. We obviously we like a refund but would be happy to take a credit with LE that we can use in NZ on your website. Our booking ref is N32UZ3 and R5KXTE Please contact me by email

1 answer
Luxury Escapes
Luxury E.Luxury Escapes

Hi Jane, thanks so much for reaching out, I have passed your request onto the team and someone should be in touch in the next 24-48 hours. Wishing you a Happy Easter. Cheers, LE

Lorraine T

Lorraine Tasked

Hi LE with regards to booking ref OWHF8E
I would like to know why you will not offer at the least a credit against my account to use elsewhere, when the resort have offered ( after my own direct contact and explanation of our situation) a FULL refund. All LE need to do is contact them and it will be organised.
As we are unable to travel for the remainder of 2020, and are committed to a wedding in the UK, April 2021 - why are LE insistent that a date extension to March 2021 as the only option available?

Certainly we would prefer a full refund but are willing to compromise for a credit on the account - why can LE not be honourable and offer the same?

Surely as an Australian Company, and you as a business are being offered a full refund, without you doing the same thus simply holding on to our monies - aren’t you simply breaking Australian Consumer Laws?

I await, and believe we are due both positive feedback and outcomes.

Paul Taylor

2 answers
Liz
Liz

I am a customer of LE expressing my very positive comments of how they dealt with me. I have nothing to do with the company

Luxury Escapes
Luxury E.Luxury Escapes

Hi Lorraine and Paul, thanks for reaching out and I am sorry to hear that this hasn't been resolved. I have passed your booking reference and request onto the team - someone should be in touch in the next couple of days. Wishing you a happy Easter. Cheers, LE

Jan

Janasked

I sent a query 3 days ago via this forum, most other queries have had some sort of response from LE but I haven't. I have now cancelled my accommodation online as your web site advised but the new email booking dorm I received does not give me any options for future dates at hotel. So not only have I cancelled but I now can't get a credit as it runs out on 30 June and our booking was for 22 June. My Booking No is 5U33NP - Jan

3 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Jan, sorry for the delay getting back to you. I can see that your booking is now a flexible buy now book later, meaning you can select new travel dates when you are ready. We are currently working with all of our hotel partners to extend dates into 2021, so I have just sent a follow up to the team regarding this trip to Darwin and will let you know as soon as I hear back. If no new dates are supplied I will escalate this to a specialist to look into! Cheers, LE

Jan
Jan

Thankyou for your response. We would really like to head to Darwin at the same time next year as it is winter down here, that is the whole idea of going north, so if you could ask H on Smith to extend until end June next year that would be great. I have to cancel flights before end of April to get a credit so will await your response Jan

Jan
Jan

Thank you so much for crediting our account, we look forward to using this credit when the world gets back to some sort of normality Jan

MaryP

MaryPasked

Early March we booked a short hotel stay with LE and tried within the 7 days grace-period to cancel our booking.
Tried to call numerous times, literally stayed on the line for more than an hour each time. I've sent a couple of mails as well. But have not been able to reach anyone. I understand everyone is busy because of the present crisis.
But through no fault of our, we have not been able to get in touch with LE during the 7-day grace period. Would you be able to help us?

2 answers
Luxury Escapes
Luxury E.Luxury Escapes

Hi Mary, sorry you haven't had any luck getting on to us. Could you kindly let me know your booking reference so I can escalate this one for you? Thanks, LE

MaryP
MaryP

Many thanks for your quick response. I've sent our details to your LE customer service specialist.

Jan

Janasked

I have now sent 2 emails case ref nos 01785583 and 01785611. Booking No 5U33NP 22 June 2020 in Darwin. We have been advised by Jetstar that they will issue a full credit for one year from end of April. We would like to cancel our booking as there is too much uncertainty and who knows when borders will reopen, probably too late to cancel other accommodation. I need to know we can have a full credit with LE to use within the next twelve months as I have been advised by a friend in the travel industry that the hotels are not paid by LE until you have stayed with them. I need to be able to cancel all my other accommodation and Jetstar before end of April. Please advise asap. Jan

3 answers
Kellee W.
Kellee W.

Hi Jan, I have had 2 replies from LE stating that they will not return money only extend your travel dates. Given that every other airline, hotel and cruise companies have given money refunds LE had the opportunity to do the same thing. They are saying that their policy doesn’t allow for it but this is a pandemic and like all other companies policies were changed to meet the needs of their customers. I am about to commence legal action against this company and will continue to post up to date information here. This company is acting in the most inhumane manner and being opportunistic in a season where most people are struggling to be able to put food on the table and keep their jobs. Shame on them for not doing the right thing. Have a look who owns LE ........

Liz
Liz

I have the same problem. Received email from them to say that the hotel has cancelled my reservation with no fees but they cannot refund into my credit card as they have already put the refund into my account for use in 18 months. Kept on referring me to their terms and conditions. I can understand if the hotels refused to cancel but in this case the hotel cancelled so why are they still holding on to our money. Can you imagine how much money they have, I meant our money. Airbnb who also has a no cancellation policy has very kindly refunded on all off their bookings. LE is an Australian owned company. Go to trust pilot reviews. Heaps of negative reviews on them too. Do you think Current affairs on channel 9 or today tonight on channel 7 will be interested in this.

Katrina Anderson
Katrina Anderson

Hi kellee why dont we get a class action happening. I am in the same situation with 6 different packages Europe x 3 trips, Japan and the Gold coast with Luxury Escapes and all non refundable and no alternative date changes. I cashed in a large amount of my suoerannuation to fund these trips close to $40,000 and I'm a platinum member and still no refund. Maybe we should contact Current Affair?

Jill

Jillasked

Hi LE

Re booking BTOBYG and EX6BTV - 12 day luxury small group tour of Vietnam with return international flights. We have been trying to get a straight answer from LE for 8 weeks as to the status of this booking. The tour cannot go ahead due to government bans, a refund was attempted well before the 45 day non cancellation period but we have been given no information from your organisation despite REPEATED requests. Please contact me as a matter of urgency to resolve this matter finally.

1 answer
Luxury Escapes
Luxury.EscapesLuxury Escapes

Hi Jill, please be assured this has been escalated and a customer service specialist will be in touch to help. Thank you, LE

Peter R

Peter Rasked

Hello LE,
Booking reference no AFX4WT, CRIX5E

We originally booked and paid in full for our holiday to China '17TH JANUARY 2020'
(pre-Corona Virus advice )

Although 'LE can no longer offer this holiday' and despite various phone calls and emails to your office we have still not received a satisfactory response.

With the impact of this pandemic, we find ourselves in real financial need to get our money back.

Please act with integrity !!

Respond and confirm a refund of our money accordingly.
Thank you,
Peter

1 answer
Luxury Escapes
Luxury.EscapesLuxury Escapes

Hi Peter, please be assured your case has been escalated and a customer service specialist will be in touch to help you. Thank you, LE

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