Booked 2 tickets to fly to Japan through STA on Cathay Pacific. The flight has been cancelled by the airline and all money has been returned to STA.

Despite their original terms and conditions allowing for a refund, STA are now refusing to return my money in full. Instead they are insisting on holding my money and offering a 12 month travel credit (who knows when we will be able to travel again) or I can cancel my own ticket for a $350 PER TICKET cancellation fee.

Don’t use STA - book with Flight Centre, at least they came to their senses. Or better yet, just book with the airlines directly.

Stole my money during the COVID 19 crisis. Horrible customer service and plenty of unanswered enquires. Extremely unprofessional and would never book with them again. Happy to take our money but not refund it. Sent plenty of emails and calls which were never responded too. Signed contract in September 2022 advising trip was fully refundable only to have terms illegally changed on their end. Awful experience

We have been struck hard by coronavirus in our household the bills are stacking up and we are just trying to keep afloat. I called up fearing the worst and the lovely Bec made us feel so much more at ease, she explained all our options carefully and patiently answered all our questions. We were able to get full refund for our flights and although we couldn’t get our accomodation back as a refund it’s a nice little savings plan for the future. We are really happy we booked with STA through this horrible time. Wonderful staff!

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.

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.