Refusing the refund cancellation as per term and conditions. Keeping the refund money and trying to say that it’s in their terms and conditions. Basic business 101, you cannot change terms and conditions after they have been agreed to and signed without consent from ALL parties. I was not even told of the ‘updated terms and conditions’ oh and saying ACCC supports their changes?? Perhaps one of your staff should ring the ACCC

I contacted live chat re covid 19 and my flights in July, I was expecting an argument but no, Jesse was so great to deal with and sorted everything out for me in less than 5 minutes, will be booking with Jesse when I can fly again.

Thanks Jesse

I initially contacted through Live chat, to understand how to proceed to claim the cancellation of my flight due to the global pandemic Covid 19. I was expecting a long claim process. Jesse solved everything for me in 1 minute, he was very kind and helpful with my questions. I loved the experience with Sta Travel. Legends.

Wouldn’t recommend this company to my worst enemy as soon as covid19 started shutting down airlines STA took my money and ran
I spent over $10k Booked last October 2022 for June 2020 some of my hotels and 2 flights were fully refundable. STA changed there terms and conditions and will not honour a refund which I entitled to When i signed the contract . I learnt a hard lesson today don’t book through a travel agent. They are quick to take your money and change the terms and conditions to suit them.

Will go out of my way to make sure they don’t get mine or anyone i knows business in the future .

Most probably lodge a complaint on DEPARTMENT OF FAIR TRADING NSW then if that doesn’t resolve it I’ll take it NCAT .

It was an absolute pleasure to deal with Nina, she listened to our requirements and her recommendations were spot on. The price was competitive, booking process ssmooth, we thoroughly enjoyed our trip and would not hesitate to use STA again.

We have used Nina to book our travel to Bali and Europe. On both occasion Nina worked hard to find great value for our family and ensured we had a lovely experience.

I would recommend her and the team from Sunshine Plaza.

We planned a 10 week around the world trip with Nina Riddett and she was amazing! Nothing was too much trouble and she was always available. Thanks Nina your amazing!

Hey guys I just wanted to say a big thank you to Kirsten at Sunny Plaza for getting my wife and daughter home from the UK right in the middle of the covid19 pandemic. It would be an understatement to say it was a stressful time. But you got them on the next flight out of London and home before forced quarantine. You rock!

After the stress of not knowing if my holiday would occur, Courtney from the WA Branch of STA Travel has done an amazing job of keeping me up to date and provided me with better options than the carrier would have had I booked with them. I couldn't rate their service higher. Thank you STA & Courtney!

Same problem as comments below. And funny thing is I wanted to re-book a flight and use the so called credit, they said the refund has not arrived yet so I would need to book separately. Crap and liars!

Got over $8000 worth of Flight bookings through STA, even when Qantas is willing to refund my money due to cancelled flights STA will not give refunds but hold it in travel credit. They keep updating their terms and conditions to allow them to hang on customers money, in clear breach of the ACCC advise. Amateurs running the company. Be extremely careful booking through these guys, unless you want to lose your money. Most people on this review forum need to realise that they are entitled to a refund NOT credit. Not an ethical company during these tough times. They simply don’t care. DO NOT BOOK with them. If they go under, all of our travel credit is worth a big fat 0.

I booked a flight with Georgia through STA lay-by. Although the trip had to be cancelled due to COVID-19, she was helpful the entire way through and I will definitely be back to rebook a holiday once everything is up and running again.
Georgia Bremner at Robina STA travel is an asset to the team!

Carnival will refund, STA withholding my $12k. Only offer voucher for 12 months. Ships will not be sailing in 12 months.
No communication, won’t answer emails, not informed. Misleading, they told me they will do what ever Carnival does. STA has lied. They cannot supply the services and goods I paid for, therefore I am entitled to a refund.
I will never book with STA again.

More expensive than online services, but they will answer your basic question if you visit them (forget about emails or calls) by "call the airline they will know" (luggage related questions)

Flight was cancelled, they failed to warm me about it and they refuse to refund me considering it as a "no show".

Dealing straight with the airline would had save me time and a large amount of money.

Refusing the refund cancellation as per term and conditions. Keeping the refund money from airline and tour group from customers despite already taking a large sum of cancellation fee. STA travel cares Doesn’t reply to email.

Booked with STA so I could lay-by my flight. Had paid off the full balance before all the travel bans started happening with COVID-19. Heard from STA straight away when I contacted them about what the options might be. They explained that I couldn't action anything yet because they had a big back-log. Once that was cleared, heard from Courtney from the Carousel store in WA. She was super helpful, explained everything clearly and helped me with my options. I now have a credit to use with STA which is really great considering everything else going on with travel restrictions etc. Couldn't have asked for better customer service.

We booked with STA a year prior to our much anticipated trip. Family members also booked with STA and changed their flights so many times it would have tested the most patient of people. At all times Troy from Robina was patient, calm and tried to do the best he can in extremely trying times. Although I dont love the invoicing system, I thank Troy for doing his best to get my son and his partner home in the midst of the COVID panic and trusted that he would do best by us to ensure we recovered as much as possible. We will see how that plays out when we go to rebook but thank him for his patience, help and wonderful communication.