Amy S.

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...