Webjet Customer Service Issues

My partner has a flight booked with you in December. The flight is with Virgin but operated by Air New Zealand. However, after October, Virgin and Air New Zealand will no longer work together. We are part of a large family traveling to a wedding in Queenstown from Melbourne and Sydney, and this change is causing inconvenience. Other passengers who booked through Virgin have been refunded and rebooked directly with Air New Zealand. Are we also eligible for this option to ensure our group can still meet as planned?

I have booked a three-week trip to Mexico from Sydney, departing on the 1st of June and returning on the 26th of June. My return flight, booked through Webjet with Virgin Australia, has the booking reference [redacted]7 for the flight between Sydney and LAX. Traveling with Natasha Yuncken, the booking was under her name, but I need to change my own (Finlay Begg) return flight due to weather and a change of plans. I am looking to move my return flight from LAX to Sydney to the 17th of June or nearby dates. I have submitted a flight change request on the website but have not received any emails regarding it. I am uncertain if this is due to the booking being under Natasha's name. Hoping to be contacted via email. Thank you!

Hello, I recently filed a complaint with Virgin Airlines and was redirected to Webjet. My reservation number is #E2ZLV2 and my E-ticket number is [redacted][redacted]. I experienced a challenging day with Virgin due to delays, which caused significant inconvenience. Specifically, my scheduled arrival time in Darwin was delayed until the next day due to a series of connecting flights from Williamtown through Brisbane and Melbourne. The lengthy 8-hour layover in Melbourne compounded the frustration, leading to discomfort and back pain while waiting for my flight to Darwin (where my medication was stored in my suitcase). Unfortunately, I was informed that compensation could not be provided directly by Virgin since the booking was made through a travel agent. Your attention to this matter is appreciated. Thank you, Trevor W.

I have been trying to cancel my flight to Maui since March 13, [redacted], and have been attempting to contact your customer service since then. I am requesting either a refund or a credit voucher for the same time next year. My name is Peter R., and my flight was Hawaiian Air flight [redacted] on March 16, [redacted]. My Webjet reference is [redacted]8. I understand the challenges your team is facing with the center being closed in the Philippines, but I hope to hear back from you soon.

Hello, my name is Megan Winton. I booked a flight online through Webjet on Tuesday, March 17th, to fly Royal Brunei from London to Melbourne on the 18th of March. Upon arrival at the airport on the 18th, I was denied boarding due to restrictions imposed by the Brunei government, despite being able to purchase tickets through you. The ticket cost $[redacted].73, and I had to book another flight through a different agent to return home. It has been 8 days since the incident, and I have not received any communication from your end. I request a refund and do not plan to use your services in the future. Thank you for your attention to this matter. Please process the refund promptly. Webjet reference: [redacted]2 Royal Brunei Air: QW72JZ

Hello, I had a booking for a trip to Thailand scheduled for March 18, [redacted], with a return date of March 31, [redacted]. However, due to the Australian Government's advice regarding the coronavirus outbreak, my travel partner canceled our flights on March 15, [redacted]. We were wondering if it would be possible to receive a travel voucher or similar compensation for our canceled flights, as it was not our choice to cancel but based on government recommendations. Our Webjet reference number is [redacted]3, and our Qantas Airways booking reference is K3ZEDI. We understand that this is a challenging time, and we have been trying to reach out to you before today with no success. We appreciate any assistance you can provide, given that our travel plans are now past due. Thank you for your time and support. Best regards, S.G.

I had a cruise booked to depart on March 31, [redacted], which was canceled. To travel to Sydney for the cruise, I had flights booked with Qantas from BNE to Sydney on the same day. These flights booked through Webjet were also canceled due to Covid19. I have filled out the necessary change my booking form with Webjet, and the reference number is [redacted]9. However, I have not yet received any refund or credit notification for the canceled flights. I am seeking a refund instead of a credit in line with Australian consumer laws. It has been more than three months, and I have not reached a resolution on this matter.

Hello, I am writing from Launceston, Tasmania. The Premier announced a travel bubble starting on August 7 from Tasmania to South Australia, where my daughter resides. Due to Covid, I have been unable to visit my daughter since we reconnected last year after a challenging divorce. With the news of the travel bubble, I recently received a tax return and decided to seize the opportunity by booking flights, a rental car, and a motel room in a bundled price. My reservation code is F3DQKO for a flight departing Launceston at 10 am on August 7, returning on August 9. However, both Premiers of Tasmania and South Australia changed the travel guidelines on August 3 due to the high number of Covid cases on the mainland. Now, I am unable to travel without having to isolate for 14 days on both ends of the trip, which is not feasible for me. Therefore, I need to cancel my booking and request a refund. Can you assist me with this matter? Thank you, John E.

Hi, could someone kindly advise me on the possibility of extending the 12-month airline credit issued for our cancelled Qantas flights due to Covid-19? We are looking to potentially rebook for a domestic or international destination, like Broome, next year. We have not yet taken steps to change the booking as we were waiting for the right time. Any guidance on our options would be greatly appreciated, as there is still uncertainty regarding travel. Thank you. - Richard --- Hello Richard, We have received notification of a schedule change made by Qantas Airways for your booked trip through Webjet. Please review the updated itinerary and let us know if you require further assistance. Your travel details are as follows: Webjet Reference: [redacted]7 Qantas Airways: J9P9XR Details of the flight changes and the revised itinerary can be found on www.viewtrip.com. If you have any questions or need support, feel free to reach out. Best regards, Webjet Customer Service

Good morning, A flight was scheduled from Melbourne to Mildura for Sunday, 20th December on QF [redacted] departing at 2:45 pm. The Webjet reference number is [redacted]3 under the names Joseph Anthony McMahon and Judith Ann McMahon. Due to a rescheduling to flight QF [redacted] departing 3 hours earlier, the booking needs to be canceled for a full refund due to the train connection from Sale to Melbourne no longer aligning. The return flight from Mildura to Melbourne on Monday, 28th December on QF [redacted] also needs to be refunded and canceled for the same reason. The reservation codes are Z6537G for the outbound flight and Z74PGA for the return flight with confirmation numbers VQTPR9 and VRWT8S respectively. This trip was planned for my parents' Christmas holiday, and the changes have made it unfeasible as they rely on public transport. Your prompt attention to this matter is greatly appreciated. Thank you, Trish W.

I am requesting a refund for my Jetstar flight. My Webjet reference is [redacted]8 for the Jetstar flight from Brisbane to Darwin with booking reference XDQK8L. I have been on hold for 2 hours with Jetstar, and they advised me to contact you to cancel my flight for a refund. Due to having a recent uterine cancer operation earlier this year, I am at high risk and financially unable to risk exposure to the coronavirus. Please process my refund as this situation is beyond my control. Thank you and wishing you a safe Christmas. Best regards, Stephanie Smith

I attempted to rebook a flight with Singapore Airlines, Flight SQ236, which departed on January 9th at 2:45 pm (1445hrs). I started the process around 9 pm on Friday, January 8th. Despite trying to rebook on the website, I was instructed to contact Webjet due to the short notice. After getting no response by 8 am the next day, I called the airline to prevent a no-show due to a Covid-19 lockdown in Brisbane. I struggled to reach anyone and am still waiting for a resolution. My message finally got a response after hours of waiting, only to face further delays. If this matter isn't resolved promptly, I will not use Webjet again. Please contact me to arrange a refund or credit for a future flight. Ms. David, the passenger, couldn't make the flight due to the lockdown situation in Brisbane.

I mistakenly received a flight confirmation for the wrong date due to a possible error with Optus Mobile Broadband, resulting in me booking a flight for the 20th of February instead of the 20th of January from Melbourne to Sydney. This mistake went unnoticed until I arrived at Tullamarine airport on the 30th of January. I had to book a last-minute seat with Tiger to make my journey. Now, I am trying to cancel my original flight booked with Webjet for the 30th. Despite being willing to pay any cancellation fee, I am struggling with Webjet's website interface, which is not user-friendly for this process. I hope to cancel successfully and receive a refund for my booking.

I have a credit note that needs to be used by the 17th of February [redacted]. I requested to book new flights nearly a week ago using my credit, which is expiring soon. I'm frustrated that I haven't received any progress updates via email. When I try to message, I'm instructed to try again later. I have until the 17th to rebook before I risk losing my credit. If I don't hear back and have this issue resolved by the 15th of February, I will escalate my concerns. I have faced poor communication from Webjet not just now but in the past as well. I urgently need to know the status of my enquiry.

I have been patiently waiting for a refund on our flights canceled last year due to Covid, but Webjet has been unresponsive. Despite the challenges of Covid, it's disheartening that Webjet has not addressed our concerns. Our flights from Brisbane to Singapore and Barcelona in June [redacted] were affected. We seek a resolution and hope to receive our refund promptly, as it has been an extended 9 months.

I recently made a booking through Webjet for a trip to Cairns. Our reservation was for 4 travelers flying with Jetstar and staying at Old Colonial Club for 6 nights. We had booked 2 family rooms, the highest category available, but upon arrival, we were given 2 subpar rooms with dirty sheets and unpleasant bathrooms. After rejecting these rooms, we were relocated to slightly better accommodations, still not up to the standard we paid for. Despite the late hour and our exhaustion from the Melbourne flight, we reluctantly accepted the alternate rooms. I am dissatisfied with this experience and would appreciate an explanation as to why the Old Colonial Club was not informed of the type of lodging we had reserved, whether by oversight on their part or a failure on Webjet's. I can be reached at [redacted] or via email at [redacted] Please reach out to me at your earliest convenience. Thank you, Giuseppe Pizzo

I contacted Webjet to cancel and refund a Virgin airfare purchased recently. They suggested a credit voucher instead, but failed to mention any penalties or charges. Upon realizing that the full credit did not include Webjet fees, I requested to speak with a supervisor, but was told none were available. I am still awaiting a call back 30 hours later after the call center operator, June, agreed to do so. Though I tried emailing them at [redacted], I received a generic reply directing me to a broken link. It seems the call center staff can only offer scripted responses and struggle with handling specific issues. I hope Webjet can recognize the mistake, refund their fees, and address the miscommunication promptly. I am prepared to provide additional details via email if needed.

I would like to book a round-trip flight from Auckland to Darwin with a stopover in Melbourne for both legs of the journey. I have a Qantas credit for the return leg booked through Webjet with reference number [redacted]46. I have attempted to use the online credit form on the Webjet website, but it only allows for reuse of the credit and does not accommodate adding the outbound leg or specifying stops on the return flight or splitting the journey. I have tried three times today to seek clarification via the online messaging service, but I keep getting disconnected and having to repeat my queries. My ideal itinerary is to fly from Auckland to Melbourne on June 30, Melbourne to Darwin on July 3 (preferably QF836 departing 08.15 and arriving 12.15), return to Melbourne on July 13 (preferably flight QF841 via Sydney), and finally fly back to Auckland on July 18. I need guidance on how to proceed with this booking. Can it be done as one booking or do I need to book the outbound leg separately and handle the credit for the return leg? How can I split the return flight to allow for a longer stay in Melbourne before returning to Auckland?

Hello, I made a flight booking with Webjet on 23/11/19 for a trip from Adelaide to Toowoomba and back for a convention in October [redacted]. The booking reference is [redacted]7 and I paid $[redacted].65. I contacted your company via email after the convention got canceled due to Covid in June [redacted] and was informed that Qantas was holding a credit for me. The email mentioned I needed to re-book and complete the travel before 31 December [redacted]. However, due to financial setbacks resulting in debt and depleted savings, I am unable to utilize this credit. Therefore, I am kindly requesting a refund for the $[redacted].65 I paid. I appreciate your attention to this matter as I am unable to pursue the trip as planned. Thank you.

I submitted a flight change request to Webjet on June 9th, [redacted]. Despite that, I have not yet received any updates regarding the amendment. I am wondering how long it typically takes for Webjet to process such requests. My reference number is [redacted]2. Thank you for your assistance in advance.