Aunt Betty Reviews 24,598

Appreciate that the current situation has staff really busy but Flight Centre group have some fundamental issues with their Aunt Betty offshoot.

Firstly Aunt Betty's UK phone number does not work at all. Their web chat has waiting time exceeding 4 hours (which will drop out long before you get there)

If the business model of Aunt Betty is that the customer can do all the booking themselves, then it seams reasonable that the customer should be able to cancel the booking themselves. I've spent approximately 14 hours waiting on the phone and the chat with repeated drop outs, after they ignored our cancellation request from three weeks ago

If this is how Flight Centre is allowing one of their businesses to operate, they should be ashamed of themselves. What happened to business continuity planning? For a business that turned a $168mil net profit in 2025 they should be putting on a few more staff.

We cancelled one of our flight tickets with the airline, they refunded the part payment to AuntBetty, AuntBetty have chosen to keep our refund even after many “contact us” messages, emails and phone calls (when we could actually get someone to answer). Aunt Betty call centre asked us to email our account details so they could process the refund … months later still nothing! So they have blatantly stolen from us! The refund was not theirs the keep 😡

I had a very disappointing experience with Aunt Betty and would not recommend their service based on how my booking was handled.

My booking (ABY35139207) included a connecting flight from Melbourne to Gold Coast. Initially, the layover was reasonable, but the airline rescheduled the domestic flight from 18:50 to 20:15. This resulted in nearly a 6-hour wait after a long international flight from Colombo.

I tried multiple times to contact Aunt Betty via email and chat to either request an earlier flight or a refund for the affected segment, since the change was not initiated by me. Unfortunately, I received no response at all. The complete lack of customer support during a time-sensitive issue was extremely frustrating.

As a result, I was forced to wait for hours at Melbourne T4 terminal, which has very limited comfortable seating or facilities for long layovers. To make matters worse, I also encountered issues while trying to check in my baggage for the domestic flight and had to rely on airline staff at the airport to resolve it, without any assistance from Aunt Betty.

Overall, this experience was exhausting and poorly managed. When booking through a third-party service, customer support becomes critical, and in this case, it was completely absent.

I will not be using Aunt Betty again.

Nearly one month ago I complained Aunt Betty. I got feedback but very similar as their feedbacks to other customers' complaint, such as the related airlines not response to us, so blabla. I donot want talking to them, in fact I cannot talk them because their service phone never be gotten through. I have sent my case to NSW Fair trading. After reading so much complaint, I 100% understand I am not alone. I met very bad company and I will tell more and more people about Aunt Betty bad behaviors.

I wouldn't be recommending booking through them, it might be a smooth sailing for you if you don't need to make any changes to your original flight tickets or no changes made by airline itself otherwise dealing with their customer service is not a good experience, it takes over 2 hours to get through the agent and there's no guarantee that the call won't be diconnected midway conversation, you'll receive no call back from their side and they expect you to call back for any follow up so you may end up spending considerable amount of time contacting them. On top of that, if you're travelling and and don't have a local number then imagine the hassle. One of the connecting legs of my husband's flight was cancelled by the airline, he was in Ireland and tried contacting Aunt Betty for hours on the phone, chat and email and there was no luck, then I stayed up most of the night in Australia and was able to contact them after spending hours on phone, they suggested a change which I agreed to but they wanted airlines permission and said I'll have to call back next day. After spending 2 hours on hold, I got through an agent next day and after I explained everything to her, she put me on hold for sometime and call was disconnected so I waited for 15 mins hoping they might call back but I had to call back and again after 2 hours on hold, I got through an agent. The whole experience was traumatic and I wouldn't be booking through them again no matter how cheaper options they have because the hassle is not worth it.

Its horrible service. Whenever you call them, they dont even pick the call just the automatic message waiting for agent to talk to you. We booked a flight and accidentally put email address wrong didn’t even find the ticket till now. And, most important how can communicate with them as they dont respond to call or messages. Its disgusting. Will never buy from them again.

They don’t even worth the one star , un reliable website with a frustrating customer service I booked on the 14th and woke up today on an email saying that my booking has been cancelled and will process a refund , trying to email them and calling them and still didn’t get any reply . They already affected my plans and my budget cause bookings are higher in price now.

almost always the cheapest fare but the worst customer service imaginable if you need assistance . there is no toll free number to Australia . I have wasted over $100 dollars in phone calls to their help line only to be put on hold for over an hour and either run out of credit or have the call drop out. multiple messages to their assistance email address have gone un answered. As I type this , I have been on hold for 56 minutes and this call has cost me $40.
Edit : After an hour on hold I was finally connected to a customer service representative and after a further 20 minutes I was able to cancel my wife's and my booking . After all of the cancellation fees , our refund amounted to less than what I spent on phonecalls tying to rectify the problem . I have still had no reply to any of my numerous communications through their customer contact link.

I booked a flight, paid for it and have a confirmation screenshot but they never booked it.
No follow up to say an error had occurred on their end and it wasn't until I reached out that they told me.

Extremely disappointed with customer service. I am yet to receive my refund after my initial phone call with them more than 15 days ago. The customer service staff advised I will get an update in 2 to 3 days, after 5 days I sent an email, after more than 10 days I sent another follow-up emails, no response at all for both of my emails. I waited for 2 hours other phone to finally speak to someone, who then promised multiple time that I will get an email response in 24hours, that she will personally follow up... now after 48hours.... no response.
I think this is what the company do in purpose so if people give up, they dont need to refund their money. It is such a frustrating process which will never happen if it is booked through an airline. I learnt my lesson. I might end up need to go to Consumer Affair to get my money back...

I have been sending emails to assist@auntbettyDOTcom for the past four months to follow up on my original phone call (ABY34269772) from december 2025 when I had to change my flight due to an emergency back home. I have had ZERO responses to my emails and will probably not see any of the $1300 dollars back that I paid originally. Mind you I changed my flights a month before I was supposed to fly. AVOID AT ALL COSTS

I doubt whether the countless positive reviews are genuine!
I was meant to travel to Manchester from Melbourne, via a middle eastern airline, which cancelled the flights due to the war.
The team(being very polite here) in Aunt Betty won't pick up the phone, put me on hold for couple of hours and hung up. They won't return my emails either. What a bunch of xxxxxx. Bet their CEO is somewhere on a beach sipping cocktails, having a laugh at the misery of the unfortunate customers.
Hope you have a special place in Hell!
Lesson learned. Will always book direct with airline from now on.

I have to say that after waiting for nearly couple of hours, their customer advisor decided to hang up. The attitude is "It's only 2 hours of your life, please attempt to ring again"
Why should I have to wait for such a length of time to talk to someone?
Why is there a 3 month wait to get a refund?
No doubt you will blame the airline for the delay.

There is nobody answer my enquire. The first call I was disconnect by Aunt Betty. Second call I was played a music for almost an hour.

Trying to contact Aunt Betty via email and phone calls no response. Currently overseas and unable to fix our issue. Booked a flight which stated baggage included but when we recieved our conformation from airline the flight doesn't include baggage.
NOT GOOD ENOUGH. WILL NEVER USE THIS COMPANY AGAIN AND WILL TELL OTHERS TO STAY CLEAR

Fast and good communication

When trying to book flights through skyscanner this company repeatedly shows up with it's options as far cheaper than other providers.

When you click to select the flights you're taken to their webpage that informs you flights are sold out at that price, but if you pay an extra £500 or so you can still get your seat. Bait and switch tactics from a company that knows how to game the system. Would never trust them.

Budget friendly and easy to book

I cancelled a flight due to the situation in the Middle East. I was prepared to pay Aunt Betty's $250 cancellation charge. Qantas agreed kindly to waive their $500 cancellation fee, and I advised Aunt Betty of this at the time giving them the code. Four weeks later Aunt Betty processed the refund but did not include the waived fee of $500 from Qantas. Multiple emails have been sent including via their app. Also, two phone calls where I waited for over an hour to connect, and then getting the agent to promised to call me back if the call was disconnected - which were disconnected without them phoning me back.

I had another over hour wait on customer services after writing the review, again the call cut out but please to say the agent called me back. They said they would follow it up but no response yet. In their reply, Aunt Betty said they would process the refund on the 22/4/2026 but again they still haven't returned the money.

Another three and a half hours - waiting over three hours for them to pick up with Aunt Betty trying to get the refund of $500 Qantas had agreed to at the beginning of March. The outcome - they had the authority code from Qantas already for the refund, but now needed the email from Qantas before they considered refunding. I have sent this - feels like just a hoop they have created to avoid paying me. With this much effort to get my money back, I dream they would waive their own cancellation fee of $250.

Another two weeks without a refund. Got an email from Aunt Betty saying they would look into it. 90 minutes waiting for "customer services" to pick up.

Booked flights through Aunt Betty and had a very frustrating experience.

I paid in full and received a confirmation email showing my seat selection was confirmed in December 2025. Naturally, I assumed everything had been properly handled. However, when I went to check in online April 2026, my seat had disappeared.

After contacting Malaysia Airlines directly, I was told the seat had been cancelled due to non-payment — which directly contradicts what Aunt Betty told me. Aunt Betty later claimed the seat was never available when sent to the airline, so I received two completely different explanations for the same issue.

On top of that, I spent around 7 hours on hold trying to resolve this, was transferred multiple times, and even had incorrect notes added to my case saying I was requesting a refund (which I was not).

At no point was I proactively informed of any issue with my seat. I only discovered the problem at check-in, when options were already very limited.

In the end, I’m left with a middle seat on an 8hr flight, and no clear accountability from the agent. They gave a refund of $35 for my seat which I booked in December 2025, no where near enough money now to select a new seat on this flight which is $150+. Aunt Betty refused to compensate for this.

Overall, very poor communication, lack of transparency, and extremely time-consuming to deal with. I would never recommend booking through Aunt Betty based on this experience.

3 hour wait on phone or 4 hour wait on chat line. I cancelled and have email confirming cancellation, however they forgot to tell the airline who then regarded us as a no show. Call centres are all based overseas with not much English comprehension, so is difficult to understand on both sides. Next time will book directly with airline. My life is too short to thru this sh*t. ....I have spent another 8 hours on this with no result so my review stands