Aunt Betty Reviews 24,598

I had trouble with payment and then I think cookies not allowing me to proceed. Call centre couldn’t see anything. Ended up paying $1000 more for the same tickets…

Do not expect to change flight details once you’ve booked. Even their AI responder said “Your estimated wait time is approximately 289.0 minutes”
Their “manage bookings” takes you to a page that says “this can’t be managed online” so I called and they said nothing can be done. And Qantas says because it was done through Aunt Betty they can’t change it either.
And yes, happy to make this five stars if they get back to me- ABY36916161

I am extremely disappointed with my experience with Aunt Betty.

I booked tickets for three passengers and requested cancellation for one passenger over a month ago. Despite multiple attempts to contact them via phone and email, I have received no response at all.

My flight is scheduled for tomorrow, and this issue is still unresolved. This is very stressful, as I was informed that I would be eligible for a partial refund, but no action has been taken from their side.

It is unacceptable for a travel agency to completely ignore customer requests, especially when the matter is time-sensitive. At the very least, I expected acknowledgement or an update.

If this is not resolved immediately, I will be forced to escalate the matter through a formal complaint and initiate a chargeback with my bank.

I strongly advise others to be cautious when booking through Aunt Betty, as their customer service has been extremely unresponsive.

Positive follow-up my case, good service awareness and helpful information.

I chose AuntyBetty primarily because of its association with the trusted Flight Centre brand. I’ve always felt that Flight Centre looks after its customers, so I expected a similar experience here.

The booking process itself was straightforward and user-friendly. While the “Plus+” options were a bit overwhelming at first, the checkout process was smooth, and the reassurance around customer support at that stage was very comforting.

Unfortunately, the experience declined significantly after payment.

I booked a flight to the USA with Qantas and paid AuntyBetty for seat selection across all sectors. However, when I received my confirmation from Qantas, one sector was missing the seat allocation. I emailed AuntyBetty twice to seek clarification, but received no response.

I then used their chat service, where I had to wait hours to connect with someone. The agent informed me they needed to check internally, and later came back saying the issue was not resolved with Qantas. I was ultimately forced to contact Qantas directly and pay again for the seat on that sector.

Additionally, I enquired about using points to upgrade my long-haul flight. Qantas advised that since I booked through an agent, I needed to go back to AuntyBetty. However, AuntyBetty’s chat support said they couldn’t assist and directed me back to the airline — a classic case of passing the responsibility.

Regarding the duplicate seat payment, I was told it would be investigated and that I would be contacted about a possible refund. To date, I have received no follow-up or communication.

Overall, I would rate my experience 2 stars. The booking process was good, but the lack of post-booking support, poor communication, and unclear guidance on services like points upgrades significantly impacted my experience.

Rediculous customer service > 2 hrs wait when we call the call centre. Cannot manage the booking on-line as their website is useless

Great communication.

DO NOT BOOK WITH AUNT BETTY. Use another third party or just go through the airline they are the biggest joke. I got to the airport and my flight didn’t exist but the lady on the phone was insisting it did exist and I just had to go online and manage my booking like I wasn’t at the airport and couldn’t tell that the flight didn’t exist at all and I didn’t exist in the vietjet system. Don’t even get me started on the ridiculous wait times just to talk to someone on the phone who will have no idea what to do and just keep going back to a script that doesn’t help. 2 weeks on and I still haven’t been sorted out with a refund for the flight that DID NOT EXIST

So Affordable, easy to book and amazing facilities.

Long after the airline advised me of a schedule change, which was accepted at the time, and this immediately reflected in the airline system, Aunt Betty decided to send an email about exactly the same thing. OK, oversights can happen and they clearly failed to even check the (updated and confirmed) booking, however I didn't appreciate the threatening tone implying the entire booking would be cancelled if I didn't reply immediately. Feeling apprehensive due to their intimidating email I used the suggested means of communication (chat session) which curtly advised they were experiencing the usual/predictable "unprecendented demand" copout and advise I had to wait 143 minutes for the next agent. Reverting to email as the only alternative (they don't answer the phone) I am now several days later still awaiting a reply, but not holding my breath.

**9 Days after I emailed Aunt Betty (Vien) about this fiasco I subsequently received a demand that I respond with further details about the booking. Whilst Aunt Betty could and should have simply responded to my email (18:01 AEST 27APR2026) they chose to place another demand upon myself and my time, this time demanding a response within 3 days.
Given I already responded 9 days ago its clear that Aunt Betty has absolutely no interest in actually providing help or assistance in any way shape or form, preferring to inundate their annoying customer with demands for a response they already received 9 Days ago.
Fortunately the Airline itself was far more helpful than Aunt Betty, and I had been able to sort this non issue out, flights already taken place, no thanks to AB.

Very poor communication regarding my refund from Qatar airlines. Qatar have informed me they issued the refund to the Aunt Betty but Aunt Betty are insisting that Qatar will send me something called and EMD voucher which I then need to provide to Aunt Betty before they can process the refund back to me. Qatar are saying this is not correct and they won't be sending it. It's been 6 weeks since we cancelled.
If I had booked directly through Qatar I would have had my refund of $4200 by now. My advice is to book directly with the airline and avoid these 3rd party operators.

My booking reference is ABY36311353. The core issue is that it was never mentioned or disclosed during the booking process that changes were 'not allowed' before departure.
​I have contacted Singapore Airlines, and they have explicitly told me that Aunt Betty can change this ticket if you choose to use your 'trade support channel.' Despite this, and despite me being a student on a budget, I have been ghosted for a month. I am simply asking for a return date change for December 2026. I expect a manager to review the airline's advice and contact me to fix this misleading situation immediately

Very poor experience with Aunt Betty. I’ve been trying to contact them for almost a month to change my return date—multiple emails and calls, but no proper response. This is unacceptable, especially for a company linked to Flight Centre Group. I would not recommend them at all

In January 2026 I booked an Etihad flight through Aunt Betty to Beirut, Lebanon, for travel in August 2026. Since then, the Australian Government's Smartraveller has formally raised Lebanon to Level 4 'Do Not Travel' due to active armed conflict, terrorism and civil unrest. The advisory has been in place since 28 February 2026 and remains active.

I contacted Aunt Betty asking for a simple reroute of my destination from Beirut to Tirana, Albania. I am NOT asking for a refund. I am NOT asking for a credit. Just a destination change on a flight I have already paid for in full.

Both the Aunt Betty call centre and Etihad have told me I am 'ineligible' for any change because I have an Economy Basic fare. This is wrong, and I will explain why.

Aunt Betty's own Booking Terms and Conditions, Section 12, defines 'unavoidable or extraordinary circumstances' as including 'war, threat of war... terrorist activity and its consequences... changes to travel advisories... and/or other government mandates'. This is verbatim from the Aunt Betty T&Cs page.

The Australian Government Do Not Travel advisory for Lebanon falls squarely within this definition. Section 13 then provides that in this scenario, customers are entitled to a travel credit. I am asking for less than that - just a reroute.

Furthermore, Etihad has a published commercial waiver (CW005-2026) which explicitly lists BEY (Beirut) as a rerouting-eligible airport. The operational mechanism already exists. The call centre simply will not apply it.

Aunt Betty is ATIA-accredited (#A10412) and operates under Flight Centre Travel Group. I am formally requesting that someone with the authority to actually action a reroute - not a scripted call centre agent - review my booking and apply the relief that Aunt Betty's own T&Cs and Etihad's published waiver allow for.

If this is not resolved, I will be lodging formal complaints with ATIA, the ACCC and NSW Fair Trading, and pursuing my rights under the Australian Consumer Law (Section 21 of Aunt Betty's own T&Cs).

I would much rather resolve this directly. Booking reference available on request.

Update to follow.

Booking price and reliability of third party is amazing

I love Aunt Betty,and always book with this service

Absolutely terrible service.
I was promised a full refund of AUD 1,786.65 in writing, but given a misleading 12+ week timeline. After 6+ weeks, I confirmed directly with Emirates that Aunt Betty never even submitted my refund request.
Emirates processes refunds in 15–20 days once lodged, so the delay is entirely due to their inaction. I had to escalate through PayPal just to get any movement and still waiting.
Misleading, unprofessional, and unacceptable service. I can’t go lower than 1 star—otherwise they deserve zero. Not recommended ever.

Man, can’t get worse than this airlines, their customer service is an utter disaster and the website is slower than a sloth. Ain’t never booking my flight ever again and Save yourself by not dealing with them ever.

Very easy, convenient and affordable. No issues with this purchase so I'm a happy customer!

ABY34016190

It has been 5 days since I provided my booking reference as requested, and yet again, I have received zero response. This follows 3 months of ignored emails and 10+ cancellation requests.

Asking for a reference number publicly while continuing to ignore the customer privately is nothing but a deceptive PR tactic. My flight has already departed, and my $1,000 AUD is gone because of your systematic failure to provide customer support.

I have officially started the process for a formal claim via NCAT (NSW Civil and Administrative Tribunal) and a complaint with NSW Fair Trading. I am no longer interested in your 'please wait' messages. I will be seeking a full refund plus costs through the tribunal.

REFERANCE NUMBER ABY34016190