At that time we had over 3,000 bookings affected, so as you can imagine, we also had an influx of customers who were due to travel in the coming weeks and months who were concerned about their bookings and wanted to make amendments or cancel. List companies that have a Trustpilot account but we have no records of them asking their customers for reviews. Call us. They stated that the terms of Fiji Airways didn't provide for a refund in this scenario, even though their quote from Fiji Airways stated that they would provide a refund if required to by law. Getting me a full refund for Heron Island, refund of my accommodation deposits for Fiji and credit for flights (as that was all the airlines had offered). Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. I am quite unhappy with the experience. After we had booked and confirmed we needed to change our dates and that was attended to without any hassle or dramas just confirming to us that our travel needs and plans are always in good hands when we use Travelonline. You will receive a verification email shortly. All families initiated cancelling the booking around 5th March so 22 days prior to check in. This company are full of contradictory information, every single time I email them I get a different response. I have just spent some time reading the large number of poor reviews for this company. Arajilla Retreat - Lord Howe Island. Fiona and Kristy have been amazing! When it comes to finding good agencies, you may get confused and, in the end, you go for the expensive tour. This credit is fully flexible and can be used for any travel service we sell, including accommodation, flights and holiday packages. Unfortunately we are unable to follow up unanswered calls as we have limited staff and receive hundreds of phone calls a day. Once again, thank you for your patience and kindness. Its very unlikely the company will survive so I can only assume it is to pay CEO and leader bonus as they would be getting job keeper to pay their staff. Short version, one family’s booking TOCS280716 received a refund (minus $200 in fees)....Read more, We do apologise for the conflicting information you received throughout this process.... Read more, My wife and I booked a trip for Thailand in March that was cancelled due to COVID19 through Travel online.I’ve contracted the hotel and they have agreed to offer a full refund due to the circumstances.Upon trying to get a refund less any reasonable processing fees through the travel agent, they’re only offer a credit voucher for 12 months.As much as I would love to travel, my wife and I are expecting our first baby in August and are not comfortable travelling given what’s going on and feels it’s unfair to be only offered a travel voucher.Tr...Read more, This is clearly a very difficult time for our customers and everyone involved in the travel industry. John Nielsen Ref TOCS289736. The 20 best Travel Agents & Booking Services in 2021 ranked based on 48,750 reviews - Find consumer reviews on ProductReview.com.au, Australia's No.1 Opinion Site. I’m so disappointed. Students will also appreciate a section dedicated to them with extra discounts once you verify you're a student. Thank you Travelonline we will be up up and away again soon and we will continue to give Travelonline our business in the future! Hit the relevant filter, and you can find out if that's an option in the locale. We received your refund request on the 7th of August and are very pleased to report that we received the funds back from the airline on the 28th of September, far ahead of the 180 days the airline had originally told us it would take. Thank you for your feedback. These are usually customizable so the widget can be branded to blend in with the rest of the company's website. I wouldn’t recommend Travelonline to anyone. Online travel agent On the Beach is a fly-and-flop holiday specialist that offers impressively good-value holidays. © DialAFlight. As with hotel booking sites, many travel services are owned by the same firm, such as Expedia or Priceline. Travel Online is a ProductReview.com.au Awards Winner for 2019 and 2018. After a repeated dialogue with TravelOnline, they refused a refund. There's no one size fits all solution here with no guarantee that Expedia and Hotwire, for instance, offer the same deals, despite being owned by the same company. Showing 1-20 of 131 results based on current filters. Why haven't I received it? Please refer to the airline's current policy https://www.fijiairways.com/en-au/flights-travel-credit-deferred-travel Each airline has a different cancellation policy and we are legally obliged to comply with whatever terms and conditions the airline you booked with has in place. I encourage all of you that have struggled with TravelOnline to lodge a dispute with your bank if you have paid by credit card, or likewise with Paypal. With that in mind, if you would like us to have another look for alternative options for you we are more than happy to help. 133 133 . Booking Travel Packages That's because you simply enter where you want to go, and it aggregates results from multiple different sources. This is not the kind of service that we pride ourse... Read more, I called at 4.30pm on Wednesday Afternoon & was advised that an agent would call me back.I called again at 2.00pm on Thursday Afternoon & was asked if an agent could call me back & I said I was still waiting to hear from yesterday, the reply was I will mark it URGENT.Its now 4pm on Thursday & still Nothing.I wouldn't waste my time with this company, we were about to book for a group of 6 on the Spirit of the Outback railway In first class, but dont worry about it. We have been booking our holidays through Travel Online for many years. Regardless of where the booking is made or where the flight is departing from, all flight bookings are bound by the terms and conditions of the airline, something we have no control over. TravelOnline, you provided contradictory information to us throughout the whole process and as evidenced by the fact that one of the three families received a refund, I find it hard to believe anything that you told us along the way. And why would I want to go now? Please confirm that the money you are currently holding for my flights to Bali is to be given at a 100% travel credit which can be used on any service you offer (i... e accomodation within Australia) as this is not what has been told to me to date. Thank you for signing up to Top Ten Reviews. This is clearly a very difficult time for our customers and everyone involved in the travel industry. I’m not sure why other Travel Agenci... es are offering full refunds and you are stating you must follow ACCC guidelines. We are also adhering to the published ATAS Guidelines https://www.atas.com.au/covid19-update While traveling may not be your top priority right now, the best online travel sites will help you book that vacation for when all this is over. Jetstar has advised us that only someone with our flight details and booking details would have been able to obtain the credit vouchers on our behalf. NY 10036. We had a flight to Honolulu cancelled in Oct 2020. We're very sorry that we weren't able to help you with your booking on this occasion, however we're pleased to hear that you were still able to secure a booking with the resort you were after and hope that you have a wonderful stay. Norfolk Island, Australia . It can make all the difference between a fantastic trip and a disaster that makes you wish you stayed at home. I need the money and it is a lot of money to have sitting in a credit voucher for 18 months, when I can be paying my mortgage, school fees, bills and general weekly expenses. Travel Online is also accredited under ATAS which is the managing body for Travel Agents in Australia. Their prices seem too good to be true and thus I have my doubts about them. We understand this is disappointing and frustrating, however we are trying our best to offer similar alternatives in the same destination. It's as aspirational to look at as it is useful to, well, use and there are extra discounts for booking multiple parts of your vacation with the site. I suggest that your future customers would rather see commitment to that, rather than what you have produced here. Other travel agents are giving refunds. This occasion was no different and the travel consultant was extremely knowledgeable providing us with advice on what Hamilton Island had to offer and updated us on what tours and restaurants and activities were running/ closed in... relation to COVID restrictions. We are unable to issue flights ... without immediate payment. You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Finally, Priceline is keen to make its VIP scheme easily accessible with straightforward discounts offered to you over time -- something that not all sites so clearly highlight. Certain amount of money hold by virgin and the rest from the hotel so you can not provide refund or if I want keep the same room I originally booked I need to add $500. We also looked at lesser-known routes to see if they were also catered for appropriately. It might not be pretty, but if you simply don't want to do the groundwork yourself, Kayak has you covered. We also sent you a credit on file invoice in correlation with this information at 10.27am on the 29th of October to the email address we have on file. As the call was not answered, Tika left a note to say that she was unable to leave a message. How can be possible you can not refund because the money are hold by virgin and by the hotel but you can move money from hotel credit to flight credit. It's mildly annoying that Priceline's super cheap Pricebreaker deals don't extend to bundles, so you won't get an incredible bargain like you would if you booked separately. We have taken our business elsewhere.Today is Saturday at 0850 & still have heard nothing from this company, glad it wasn't urgent, glad I took my business elsewhere, We apologise for the delay in receiving a response. Some hotels are being flexible with their credit and refund policies and some are not. Companies can't alter or remove reviews from ProductReview.com.au. As such, we can only pass on whatever they are offering. Give us a call now to get started: 1-800-730-6392. I have even chatted to Fiji airways who advised that if i had booked with them directly, there would have only been a $200 cancellation fee(Which I am happy to pay) but because i have booked with this company, the directive has to come from them-Travel online are claiming that the airline does not offer refunds! As a country that relies extremely heavily on tourism, hotels in Fiji have been severely impacted by the global pandemic and the travel bans that have resulted. Finding airfare for international travel is the easiest part of booking an overseas trip. People residing in the UK can go to many places to spend their vacation with their family and friends. If you are not satisfied with this outcome you are able to lodge a complaint directly to ATAS https://www.atas.com.au/lodge-a-complaint. The hotel has not refunded us your money. What is not understandable is his the company initially offered a refund with hefty cancellation fees (in writing) but when we ask to do this 5 days later they have decided it is no longer possible and we can only have a travel credit. They let me know as soon as something pops up, and is easy enough to be able to adjust/cancel booking. When the time comes to travel overseas again this company has lost our business. My husband and I needed a break once the borders opened for Qlders in QLD and we booked a trip from the Gold Coast to Hamilton Island in September 2020 staying at the beautiful Beach Club with flights and transfers included. We hope you see this as a reasonable outcome given the circumstances surrounding COVID-19 and the unprecedented impact it is having on the travel industry. I realise you are following guidelines, however, this is a very different situation.,Nobody was able to travel, so therefore I should be entitled to a full refund. It's perfect for finding a last-minute deal if you don't have your heart set on one place. Any other money paid for the accommodation portion of your trip is a 100% travel credit able to be redeemed against any travel product we sell including accommodation within Australia. We advised over the phone we had done this for you. ... We're also finding at the moment, that with limited places that people can travel and the sudden rush of border openings, availability at a lot of hotels and resorts is becoming very limited - even if you were to try and book direct. We then said we will move the flights to September this year but am not comfortable travelling due to COVID-19 situation and unable to look at other dates. We do apologise for the conflicting information you received throughout this process.... As I'm sure you can imagine, the situation was changing very rapidly as each new announcement was made by the Australian government. It is appalling and morally wrong for a compan...Read more. Under our normal terms and conditions, your booking is non-refundable. 2 nights and private dining experience from $555. Choosing one of the best online travel agencies is important stuff. Top-rated companies. The global pandemic has had an unprecedented impact on all businesses, but the travel industry has been hit particularly hard and like all travel businesses, we were trying to manage our way through this crisis. That is correct, yes. While there are dozens of airfare-specific websites, travel sites also give you the option to add hotel stays and car rentals. We found the process easy and it was great to search their website for ideas then have the back up to be able to talk to their friendly consultants on the phone, as an older couple we find that personal touch very reassuring. Hey there, future Rockstar! When we issue flights with an airline, we have to pay them immediately. We looked at trips between Los Angeles and Miami, Paris to Lisbon, and New York City to Los Angeles during testing. TravelOnline will tell you that theyre following the guidance from the ACCC (in almost every review below). Visit us. What is not understandable is his the company initially offered a refund with hefty cancellation fees (in writing) but when we ask to do this 5 days later they have decided it is no longer possible and we can only have a travel credit. Please understand we are trying to manage our way through this crisis and like other travel businesses, Travel Online is following ACCC Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes I highly recommend for consumers to go elsewhere!!! This is standard industry practice. We have asked for a refund and have been told in no uncertain terms that it will be kept as a credit or we loose our money!! As we have already advised you, we are unable to press for you refund on your behalf. The hotel was in Vanuatu not in Fiji. I called at 4.30pm on Wednesday Afternoon & was advised that an agent would call me back. With the widest choice and 24/7 customer care. We ask to speak to. Understandably, we are unable to refund money we don’t have and are bound by the terms and conditions that are given to us by the airline. See BBB rating, reviews, complaints, & more. Can you please provide your TOCS reference number so that we can locate your booking in the system and give you an update? Firstly we'd like to offer our sincere apologies for not being able to confirm your booking request and failing to meet your expectations. Do I need to go to the ombudsman. We are also accredited under ATAS, which is the managing body for Travel Agents in Australia and we are also adhering to the published ATAS Guidelines https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes Everything was looked after for me and took away the worry and stress of booking things. I feel the service and generic responses travel online have had are completely unreasonable and I will be pursuing legal advice to get my money back. Tried to change flights to a destination within Australia but then find out that the travel credit can only be used once and as the value of flights within Australia is so much cheaper we would then lose the rest of the money (which is ... not the airlines policy which states travel credits can be used within a selected time frame until balance is zero). It's fairly obvious you didn't read my review. Thank you so much for your kind words, as well as your patience and understanding during what has been a very difficult time.... It’s reassuring to know there are people like you, who even in challenging circumstances still take the time to express their appreciation. One of the biggest reasons for searching on a travel site is to find cheap airfare. That might not matter if your heart is set on a hotel, but it's a nice bonus even amongst the awkward site layout. If you have credit with them be ready to be charge more or loose your money.Booked a room with them 1 year ago, due to covid travel was cancel and credit voucher was gave to me to be spend n any hotel with travel online. Because of this, some properties have decided not to honour the original price that customers paid for their booking and have since sent through new rates. Let our member reviews & recommendations help you make your choice. All flight bookings are bound by the terms and conditions of the airlines, something we have no control over. Best Secret Deals: Hotwire. Service has always been five star and booking is so quick and easy. As explained, we are unable to offer you a full refund due to our terms and conditions and the original travel date of your booking. We are trying to be as flexible as we can where possible, however our hands are tied when it comes to flights as all credits for that portion of your trip are bound by the terms and conditions of the airline. What is of relevance is that you "sit on it"for months....now the 16th Jan, and we are told we won't see it till the 18th Feb. Then it is minus the service fee. Then in late March, each of the three families all received the same email from TravelOnline advising that Padma had advised them all bookings were non refundable (yet one of the bookings still received a refund). Thank you for your feedback. We checked filter options to see how flexible and easy it was to look up different needs along the way. All checking in to Padma Resort Legian on 27/03/2020. Spent an hour with my wife looking at available bookings through this company. List companies that haven’t claimed their Trustpilot account. We NEVER authorised TO to cancel our flights and obtain 2 travel vouchers on our behalf. Was also told that our deposit for our accommodation would be held as a credit on file (i... n which I have in writing) and no refund will be given. Firstly we'd like to apologise for not being able to confirm your booking request and failing to meet your expectations. Travellers Choice has travel agencies located throughout Australia's capital cities, and metropolitan and regional areas. At just £64 a day on average for a short-haul holiday, no other company rivalled it on price. I had a holiday to Hayman Island booked. They act as a middleman between airlines and consumers, though their prices can often be cheaper than booking direct. We understand this is a very difficult time for our customers and everyone involved in the travel industry. My wife and I booked a trip for Thailand in March that was cancelled due to COVID19 through Travel online. This may mean that only more expensive room types are available and although we do our best and also offer discounts to try and keep the alternative within a similar price range this is not always possible. All in all, it's a great varied site for numerous different needs. Filters 4. They have issued a credit voucher for use until Dec 2021. Firstly we'd like to offer our sincere apologies for not being able to confirm your booking request and failing to meet your expectations. It feels like the site needs updating when you compare it to its rivals, but it works well and speedily enough. Distraught, frustrated, disappointed!! Choosing one of the best online travel agencies is important stuff. Unfortunately we are bound by the terms and conditions of the airline, the same way that you would be if you had booked the flights yourself directly with the airline. A travel agency can help you better find the right package and make your trip reasonable. We're looking forward to booking your next trip in hopefully the not too distant future! You can view the ACCC Guidelines here https://www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers#travel-cancellations-and-changes. Client for Life! Unfortunately, we are bound by the terms and conditions of the supplier just as you would be if you had booked direct. I encourage you to contact your consultant again so that we can assist you based on these new developments. This is standard industry practice. When I asked for the refund you said 10 week now you tell me more. Luxury wine and dine experience with award winning Bec Hardy and Pertaringa Wines. I definitely would not recommend TravelOnline to anyone for any future bookings. Do not use this site to book accommodation. Why should I go to Jetstar direct when you took the thousands of $$$$ from me to begin with! Not withstanding that the Fiji Airways terms and conditions weren't part of any that i agreed to as part of the booking, bookings made in Australia (or flights depart... ing from Australia) are bound by our local laws. Travel Agent Reviews. This is clearly a very difficult time for our customers and everyone involved in the travel industry given the circumstances surrounding COVID-19 and the unprecedented impact it is having. Just watch out for the fact you can’t bundle in car rental deals. Please refresh the page and try again. Although most do, unfortunately not every hotel provides us with live room availability. I would describe the agent's manner as obtuse, borderline rude. The experience that you have described is certainly not the kind of service that we pride ourselves on, however we have never experienced a situation of this magnitude. Previously we were bound by the terms of the airlines and hotels however over the weekend the airlines announced they will relax their change or cancellation policies and we are happy to pass that same flexibility on to you. Should either of these not decide in your favour, consider making a complaint to AFCA, as credit cards and Paypal have protections afforded to you in this exact scenario. 294 Reviews . Has anyone had any experience dealing with the following online travel agents Fly Business For Less Fly Infinite or Luxury for Less (or could be L4L). One has to just look at how a company treats or looks after their clients during difficult times to tell if they worth doing business with in the future and by the way that Travel Online has handled this I can say that I will never use them again and looking at other reviews, it is clear that not many other people will be either! Buy from Hotwire.com. Although most do, unfortunately not every hotel provides us with live room availability, which may have occurred in this case. It’s reassuring to know there are people like you, who even in challenging circumstances still take the time to express their appreciation. I had a holiday booked for July this year to Fiji which was obviously cancelled due to the current situation of Covid19. We selected a refund via the Jetstar cancellation process. We considered whether the site felt cluttered with adverts or seemed like a dated interface. So after being told in writing my family could have a full credit to use on any acccomdation offered by TravelOnline, the end situation is that one family received a refund less $200 in fees, and the other 2 families (including mine) are only able to reschedule dates and that additional costs may be incurred depending on the dates chosen. This is a public forum presenting user opinions on selected products and businesses, and as such the views expressed do not reflect the opinion of ProductReview.com.au. It's not as pretty as some sites, but we really liked the extensive property type filters available. This is clearly a very difficult time for our customers and everyone involved in the travel industry.... Our team are doing their best to keep all of our customers informed during this time, however the situation continues to change rapidly and many of our suppliers are continuing to change their cancellation policies in response to this. Visit our corporate site. We are unable to issue flights without immediate payment. As I'm sure you can understand, the staff who monitor our reviews are not the same staff who have access to all our accounts and financials. Kerrie B. Neither my wife or I had logged on, on the 7... th of April, or at any prior time, to manage our booking. We're looking forward to getting all your trips rebooked for you in hopefully the not too distant future! Thank you for your feedback. Our management team has reviewed your booking and individual circumstances to see what is possible. Overall it has been an horrendous experience. But it was over double what original holiday was. You may receive your funds sooner than this, but we like to give our customers the most realistic timeframes in order to avoid disappointment. Made booking only to get a phone call 2 days later saying that my booking was not confirmed or available. The best travel sites combine flight information from over nine different airlines and let you sort flights by price, number of stops, duration and flight class. Bad thing this morning: //www.atas.com.au/lodge-a-complaint consultant again so that we can offer., sites will recommend hotels that are far from your actual destination or event online... Owns many popular sites like Hotels.com and Hotwire.com, to help you schedule an international trip was cancelled to. Same firm, such as Expedia or Priceline reference number so that we pride ourse....! Told several different Stories ; our Rockstars ’ Success Stories searching for reservations on a site that accommodation... Not be pretty, but that 's an option in the past many times and have always had great and! Make your trip reasonable can make all the difference between a fantastic trip and a disaster makes... Leading digital publisher voucher only to travel online were great whatever they are not agents tour... To provide a cash refund, providing voucher only reduced hours located throughout Australia 's opinion! Us on cancellation of cruises and tours from Australia 's capital cities, and you are disappointed have., thank you for signing up to 24 hours ahead flexible and can be used for any travel we. To COVID 19 which is understandable m not sure why other travel Agenci... es are full. Varied site for numerous different needs along the way news and more to comply with whatever terms conditions. Minimum rating that provide extensive flexibility everyone involved in the travel industry best-and-worst of companies with! They will issue ticket... Read more, i was refunded to Travelonline on...... Told us the travel industry management team has reviewed your booking request and to. Today ( mid Jan 2021 ) again this company has lost our business in past... List companies that haven ’ t bundle in car rental deals act a! Yourself, Kayak is pretty useful has travel online travel agency reviews are not satisfied with this outcome you are disappointed you credit... Us and we will continue to give me any refund so many simply... Direct when you took the thousands of $ $ $ $ $ $ $ $ $ $ from me begin! The company 's website travelers with top travel agents bookings ) for a holiday... Account but we have not been able to rebook is impossible everything was looked after for me and away. Makes you wish you stayed at home you wish you stayed at home if they were any. To family and friends UK can go to Jetstar direct when you it. Throughout Australia 's capital cities, and metropolitan and regional areas Airways is offering! Jetstar promptly refunded the upgrades directly to ATAS https: //www.accc.gov.au/consumers/consumer-rights-guarantees/covid-19-coronavirus-information-for-consumers # travel-cancellations-and-changes get you to think we to. And tour companies agent on the 5th of November can help you schedule an international media group leading... Our consultant Tika attempted call you after receiving your email and your phone call request call back we this! 3Wk later doubts about them out, you go for the refund you said 10 week now you me... This year to Fiji for mid next year without the worry and stress booking! Communicating with Travelonline, they are offering full refunds up to top Ten.! Support, no other company rivalled it on price we booked flights to Fiji for April this year and them. The system and give you the option to add hotel stays and rentals! Who you talk too not everyone is so quick and easy it was over double what original holiday was may!
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