Webjet Exclusives Questions & Answers

I too booked a trip with Wedjet Exclusives in August for a departure in June for Japan 2020.Which Webjet handed over to Tomato Travel i never have heard of Tomato Travel.Webjet are the company who promoted the tour therefore it's up to Webjet to secure a full refund from Tomato Travel on our behalf.Have read a lot of bad reports about Webjet for not fully offering full refunds only gift cards.I will not be using Webjet again From John.C

I am with you John, will never ever use webjet again. Tomato Travel have turned their phones off, not answering emails either. We customers should take this further, perhaps class action like what people are doing with Flight Centre.

Just want to let you all know. I put in a refund request through PayPal, and have just been informed I'm getting all my deposit back after webjet wouldn't give me a cent. Place a request in through PayPal and see how you go

That i don't know, but i didn't ask either. I was kissing the money goodbye orginally

We booked and paid for an India trip $8500, that got cancelled due to the coronavirus, received a gift card that we wont be able to use. Have been trying to contact them several times for a refund, they never reply. At a loss about what to do.

Might be time to try Office of Fair Trading or ACCC

Yes they are! I emailed them and they responded. Keep in mind they are dealing with thousands of people. We have already received our credit.i booked August last year. good luck in your request.

When you say a credit how long is it for and can that be used on webjet as well or just only webjet exclusives?
Thanks

Webjet are crap..tell as many people as you can

We are in the same predicament. Unable to speak with any person from either Webjet Exclusives or Tomato travel. Have emailed numerous times and receive only a generic automated reply from Tomato Travel which states the same as above. Received a reply from Webjet Exclusives with a link to ane voucher that is $400.00 less than the deposit we paid. Not happy and will try to take it further if ever we can get a reply in person, well past being put on hold for 20 minutes then the call is terminated by them.

We got the full deposit less$350
Which they gave us under special deal. Got reply from Cathay Pacific that they will refund full to the agent Tomato Travel. But so far no reply from Tomato Travel for our email to them.

I've just reported them to the ACCC. we were supposed to be going on that date to japan as well. They say they will be deducting $1450 per person for unrecoverable expenses! Tomato travel have been terrible. Its also appalling that all of the webjet exclusive customers who bought the tours on the webjet website thought they were dealing with a big company. Webjet is saying that we had a seperate contract with tomato travel. Tomato travel got in touch with me after webjet exclusive gave them our details. I got notified that they were the tour operator and to pay them the rest of the monies owing for the trip being some $6400.00 dollars. Now Tomato travel are saying they going to deduct $2900 from the money I paid them. So they reckon about 45% of the money that I gave them for a trip that they cancelled is unrecoverable! Its unconscionable that both Tomato travel and webjet exclusive think that they can get away with this. I've contacted the ACCC today and the next step will be contact a current affair. This is a disgrace

Marie, I'm with you on this one hundred percent.We like you knew nothing of Tomato travel until Web Jet told us they were handling the land section of the tour!This was a faitcompli,no choice or discussion,like you my unease would have increased ten fold had we known the state of playWeb Jet have walked away from their responsibilities,saying it's between Tomato travel and us!! We won't walk away from this and will persue our out standing amount(5,500$) as we didn't cancel Tomato travel did. Yours Phil Foster

We were booked to fly out on May 12 to S Korea and then to Japan. Tomato Travel not giving us our refunds or a letter for the insurance company is absolutely disgraceful. They will not answer their phone nor emails. So frustrating.

Hi Chezza I do not work for Webjet. Try the website or contact them

Regards Vern

I have sent so many emails to Webjet Exclusives re refund for our 14 Days highlights Canada and Alaska trip departing 6th May 2020, the only email is the automated email as listed above on your site, I’m on. Pension, my husband is more than likely going to join the out of work que, we paid $9380 for this trip, how can this company be made accountable for the millions they have taken from everyday Australians, in Feb we were told their were no tickets issued as yet for our itenarary to be sent, COVID19 Virus was already around at this time with the possibility of borders being shut, so where has our money gone, this company has ripped off all of us and tell lies to their customers

Hi Roberta - we are in the same position / same cruise as you -we have just received vouchers for travel in the next 12 months - I have been pushing them to pay monies back and NOT a credit as we now need the money - we forked out $18,000.00 - and we now need this money - we never received an itinerary as yet, i dont believe they even booked anything with the tour and cruise companies? Lets see how we go - I have now also written to consumer protection

Hi Julie I had an e mail from Webjet yesterday all tours up until 30th April have been cancelled. You can approach them for a refund and if they are not giving it back to you contact Consumer Affairs. Good luck Vern

Thank you Vern. Yes I received the email also. I'm wanting them to make contact with me prior to our scheduled departure date to arrange cancellation, I would feel better knowing flights/hotels etc can still be cancelled, rather than trying to get my money back after the dates have passed.

Hi Vern - pl let us know if they agree to give you a refund. I think the best they will do is give u a credit voucher. Dinaz

Hi Toni
We had to either reschedule our trip to Japan late March for extra $ or cancel with no refund. We r over 65 and are too worried about travelling. Our third party is Tomato Travel. Trip A Deal tours can reschedule within 2 years at no cost. Why not webjet! A joke!

I remain optimistic - 'duty of care' and all that....

We have all other travel plans canceled by the operators and need to cancel this one

They are still going ahead. Ridiculous. No refunds on cancellation. We can reschedule but have to make the decision about the dates offered now.-Oct/Nov. We have to pay extra ( they say qantas won’t waiver their reissue fees) for air fares, admin fees and cancelled attractions! Equivalent tour in Nov with season surcharge as per our March departure is $1000 pp. Who knows if we will then have to cancel and lose more! Next years prices will cost more they say. We have no choice but to reschedule and hope the virus situation will improve before Oct! TripADeal are providing 2 year vouchers to rebook.

This really is pathetic. We cannot get there and oct / nov is out for us Webjet are not being at all helpful like other tour operators. This may well damage their reputation severely . please keep us informed of decisions to cancel
Many thanks. Not your fault

Thank you for reply. We are happy to transfer booking to a later date.Also we have a further trip with your Company in July & that trip can also be transfered to 2021.

Hi, I couldn't find the BAU number sorry, just the booking ID. It's for Traditional Japan With Hiroshima Small Group Fly Qantas 2020-03-24.

Thanks,

Ben

Hi Diane,
This question has come to me but it sounds like it was meant for Webjet.
Webjet initially told me that I was going to get a full refund, but now they're trying to back out and charge me a $200 per person cancellation fee. The tour was cancelled. We didn't cancel it. And the tour only cost $666 so the cancellation fee would be 30% of the tour price.
Hopefully it's safe for you to travel in July and you have a great holiday.
If not, good luck with Webjet. You're going to need it.
Bryan

Thank you Bryan, hope you get a better deal.