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 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.