Webjet

I've attempted to contact webjet several times. I have been on hold for several long hours and paid money for international calling to speak to a representative. This "longer than wait" is bull squirt for not having enough staffing. All I wanted was to use MY points to upgrade my seats. I'm writing a review on every platform until some contacts me!

Absolutely rubbish company. Incredibly slow to respond. Go back on their word. Very unprofessional and don't care about their customers at all.

In 2022 we had a sudden death in the family and had to change flights. Via email they told us they could hold our original flights in credit, which we were happy with. Then a couple of days later they told us they couldn't, and that the previous customer support rep got it wrong. I then had a lengthly phone call in which they eventually decided to honour their original offer and hold our flights in credit.

Now in 2023, when I'm trying to use the credits to book new flights, they're telling me that they can only be used for 2 of the passengers in our party. This is the absolutely worst company to deal with. They have no idea what's going on, and apparently have no system for keeping track of communications with customers.

Will never book with webjet again.

If I could give a minus 100 rating I would. My son made a mistake on his booking and was trying to correct it for two weeks and over 20 hours on the phone. We were planning on a reunion for the first time in 3 years due to covid. We flew from Malaysia and were waiting for them to come meet us all in Australia. Because their customer service is non existent there are no flights available now and we will not get to see them. I hope you guys go bankrupt! You are a big bunch of thieves. Don't ever use these guys. Why are they even still running with such terrible reviews. It says on the review to let webjet know. They clearly don't care.

Bought tickets in late 2019 which due to Covid got cancelled and "received flight credits", however after 6 months trying to make use of the credits before our expiry date (how do credits expire anyway), using their online booking system to utilise our credits was impossible. Multiple phone calls, waiting hours on end (up to 5 hours before line dropped out and had to phone again only to end up at the back of the new queue), spent 8 hours one day on the phone…agents promise to call you back with information on confirmation, etc but they never do. After months of trying waiting endless hours of phone calls finally get hold of an agent who emails our request for flights in writing, but sends from a no-reply address, so can't contact them about it again. Phone again and get hold of an agent with an email address, more than 6 weeks emailing back and forwards, missing flight seats unavailable, seat pricing sky rocketing in the weeks it took to try to book them, finally get confirmation of tickets for flight on 27/10/22, get to airport and get told we have no tickets, our booked flights tickets got cancelled by the airline because Webjet didn't pay the airline our extra fees (difference in credits for new flights), so we got stranded at the airport and nobody from Webjet cared. Since lost communication with our agent via email, he's stopped answering altogether. Total unethical, criminal, scam company. Do not use them! I am taking this further, not finished with them yet!

Very bad call center. Barely hear each other because the other employees are to noisy laughing in the back ground. 0 star

Impossible to reach an agent by any means. In my book this is no better than that shonky outfit that sells fake concert tickets. Use a reputable travel agent, folks. If I could rate less than one star I would do so,

I have $1050 worth of useless expired Webjet vouchers. I realise that that is an expiry date on these, but about half of them expired during the lockdown stage when it was impossible to use them. I wonder how many people are in the same boat and how much money Webjet has made from this?

Don't deal with them, they will steal your money!
Soon as you booked with them. Expect nothing in return.
Forget your money or you will age 10 times due to stress! LOL

ORIGINAL EXPERIENCE (SEE UPDATE FURTHER ON):

I booked my plane tickets for my grandmother's funeral through Kayak.com and then received a confirmation email from Webjet.com. At the time of booking, I was not made aware that I would be receiving my tickets through Webjet.

I have 3 middles names and Webjet removed the spaces in between the 3 middle names turning it into one long name, then it also added "MS" at the end of my middle names. I called Webjet customer service and asked them to correct this system error, so that my name would match my passport, as I entered it into the booking form, so that I would not have any problems at the airport with my name not matching.

The customer service lady who I spoke to was very rude and said that it's just something that their system does and if I would want to attempt to correct it, I would have to cancel this ticket and re-book it at a higher price. I told her that I do not want to do that since it is THEIR system's error. She kept arguing with me and eventually HUNG UP on me!

My flight is this weekend and I hope that I will not have any problems at the airport because my name on my passport does not match the name on the ticket exactly. I have never had this error happen before, even when previously using Kayak. It has always kept my name as I entered it. I would never suggest Webjet to anyone and will avoid it in the future.

UPDATE:

I really appreciate the calls that I received from the customer service agent Kim, the following day. She was considerate and kind and rectified the problem. Before speaking with me, she called the airline to find out if the lack of spaces between names would be a problem. Then she called me and apologized for my previous experience with the previous customer service agent. Eventually she re-booked my flight using another system, making sure that my name appears with appropriate spaces on the new reservation, so that the airline would accept it. She was very kind and even made sure that I get a vegetarian meal, as I requested. I felt reassured that I will not have any problems at the airport. This was excellent customer service (the opposite of what I experienced the previous evening). Kim was very helpful!

I have demanded a refund of the full price I have paid for our so-called Credit Flights twice to Darwin in June 2020 and June 2021. I paid over $1,300 for the June 2020 flights for my husband and myself. Then a complete mess from WEBJET of trying to get credit and re-book our flights for June 2021`we had to pay another $349 for both of us for so-called Airline Tax.

WEBJET said in early 2020 they sent us an email to say we had to pay $1.04 for Airline Tax. I had 2 emails on the online WEBJET and neither of them had an email sent to my INBOX on that date they said they had sent the email. So WEBJET actually just cancelled our 2 airline tickets as I did not respond to that email because I did not receive it. I rang WEBJET to say I have not had an email about the times etc for our Perth to Darwin return flights. They said we cancelled it due to the email that I did not receive. My husband and I have to pay another $349 each to get on this flight.

We decided to use our CREDIT to fly to Perth- Aukland return in January 2022 as we had to use our CREDIT with WEBJET before May 2022 and obviously no one wants to go to Darwin in the wet season. Yes, unbelievably WEBJET emailed us to say we had to pay another $589.99 for so-called Additional Airfare and Tax as you can see their email below to use our CREDIT for this flight. This was really the last straw and I told them to cancel this Perth- Auckland Return flight in January and I demand a full REFUND for all the money we have paid to WEBJET for our flights from Perth - Darwin return which was cancelled twice due to the pandemic - COVID.

So WEBJET owes us over $2,000 which we now demand a full refund of all the money we have paid WEBJET. We will never use WEBJET again and my husband and I will both put all detailed emails on the TRIPADVISOR and Sitejabber set up about complaints about WEBJET.

All we want now is a REFUND of all the money we have paid for the flights from Perth to Darwin return. My husband and I are in our 60's and cannot afford all this money we have paid for nothing. Again, we will NEVER use WEBJET again.

Our phone calls and emails to WEBJET so many of them have exhausted us.

To the Australian Consumer Choice and the WA Government Ombudsman I can email you all our emails and Booking Reference Numbers and details etc. you when you reply to my email, please. We really need help with this. Why is this allowed to happen with WEBJET? Please help us.

This company has $500 of mine wont refund me and wants more money to book a ticket for me! I have been on the phone with the call center for 2 hours and the best they can do for me is book a ticket and ask me to pay an extra $200 to do so!

The only way to get my money worth is to ask them to book me any ticket, as long as I don't have to pay extra for the 3rd time.

I have also been passed around to four different people and when I ask to speak to a manager they wont connect me to one! DO NOT, I repeat, DO NOT BOOK WITH THESE PEOPLE!

We all know travelling during this 'COVID era' is a nightmare and to be adaptable during change, which is all good and well.
However the customer service, lack of empathy and lack of communication shown by webjet was surprising (and not in a good way)
On the 19th of June I flew from CBR to OOL - my original flight was cancelled and webjet rescheduled me from an early flight to a later flight - I was informed via email of the flight change, and I was grateful for the outcome and grateful that I was informed.
On the 31st of June I was scheduled to fly out off OOL, this morning had a very different outcome from my first flight, I arrived at the airport 1-hour prior to my flight, and when I couldn't check-in using the self service I approached the customer desk who informed me that I was not on any flight home, after showing all my confirmation email I was directed to contact webjet who unapologetically informed me that my flight was cancelled and they couldn't help me in this situation. That morning whilst I was sitting at the airport, QLD announces lockdown, I called webjet back desperately asking for an explanation and for guidance, which there response was 'its your responsibility to check flights' and 'a refund will be processed'
I was lucky enough to be able to book a flight home on the same day, despite having to wait at the airport for 9 hours, frustrated, upset and alone.

Webjet failed me in so many ways on this occasion and it could have had a completely different outcome by just one email or even some compassion, help or guidance over the phone by customer service representatives.

* it's now been over a month and I have not seen my refund, I'm down $300 for bookings a flight on the day (as QLD lockdown is announced)
However my refund can't be processed due to the T&C's stating they can hold my funds for 3 months - just because you can doesn't mean you should...

I am sending a WARNING to anyone who is thinking about booking a holiday with WEBJET EXCLUSIVES!
DON'T DO IT! Webjet.com.au
For those who know me well, we have been doing some travel over the last couple of years. This time we decided to go to China, again with others. They are travelling direct from Sydney on a 10 hour flight.
Those leaving from Brisbane are travelling for over 24 hours which takes us into day 2 of our 15 day trip. Our flights take us from Brisbane to Sydney (so why cant we have a 10 hour direct flight from there?), waiting for 2.5 hours, then a 10 hour trip to somewhere else in China, and another 2.5 hour wait and then another 2.5 hour flight to Bejiing and arriving at 1am the next day. Then we still have to get through Customs and then to our accommodation.
I have contacted Webjet who are sorry that I am disappointed! They wont provide me with a refund. Wont change flights as they use Travel Asia as a Partner and they wont do anything either. To the person who booked our flights, what a lazy and thoughtless attitude to just quickly book flights without any thought for the Webjet Customers travelling. 12 people travelling from Brisbane have to travel this way! Brisbane is not a regional airport! Why are there no direct flights or at least a more reasonable itinerary.
It is in small print that this may occur but who would think that this would be the case for such a short distance.
Shame on you Webjet Exclusives! I will never travel with you again and hope that others look into your poor quality and lack of professionalism and think again before booking with such a second... no make that third rate Company.

We had a very traumatic time while we were away that traumatic time was burying my husbands younger brother. We wanted to book on Emirates which is who we with or get loved ones to fly with. Thinking this was all taken care of only to get to Auckland international airport to get on a comfortable flight. Emirates no check in. So after asking around different airport staff we were told to check in with Qantas. The flight with Qantas was so bad my husband needed oxygen during the flight. There was nothing telling us webjet had rearranged our selection and put us on a Qantas flight. No happy at all.