Webjet Customer Service Issues

Subject: Concerns Regarding Garuda Flight Refund Process via Webjet Dear Kate, I am writing to address the ongoing delay in processing our flight refund through Garuda, as booked via Webjet (Reference: [redacted]9/ZZPJV8). Our flights were cancelled on 30/07/[redacted], and despite initial estimates of a 12-week refund processing time, we have been informed of multiple extensions by Garuda. As of 18/06/[redacted], Garuda has extended the processing time to approximately 12 months from the original submission date. This prolonged delay has resulted in considerable inconvenience and financial strain for us and other affected customers. We have faced numerous trip cancellations and continue to wait for resolution. I appreciate the apologies received from Webjet, but I am concerned about the effectiveness of Webjet's efforts to expedite the refund process with Garuda. The lack of communication from Garuda directly to customers has tarnished both companies' reputations. Could you please provide information on the number of Garuda refunds processed by Webjet in the past year, as well as the percentage of processed refunds versus outstanding ones? Additionally, I am seeking reassurance regarding Garuda's commitment to fulfilling their refund obligations. I eagerly await your response and resolution to this matter. Sincerely, Ken

Subject: Regarding Refund Status for Webjet Booking Dear Kate, I hope this message finds you well. I am reaching out regarding the ongoing delay in processing the refund for our cancelled flights with a Webjet reference number of [redacted]9/ZZPJV8 on 30/07/[redacted]. Despite the initial timeline provided for the refund process being 12 weeks, there have been multiple extensions communicated by Webjet due to delays by Garuda. As it has now been a year since the refund request was initiated, I am concerned about the lack of progress and the impact this extended delay has had on our travel plans. It is disappointing that Garuda has not shown a proactive approach in resolving this matter promptly and effectively. I have refrained from considering any future travel plans using Webjet due to the unresolved refund issue. I am seeking clarity on the number of refunds processed by Webjet from Garuda in the past 12 months, the percentage of refunds processed versus outstanding, and your confidence in Garuda honoring their commitments. I appreciate your attention to this matter and eagerly await your response. Best regards, Ken

Subject: Request for Cancellation of Airline Tickets I kindly request the cancellation of my airline tickets to Darwin dated 13/07/[redacted] with a return on 18/07/[redacted]. Here are the booking references: Webjet Booking Reference: [redacted]4 and Jetstar Booking Reference: BN1MPK. I have attempted to cancel the flights through the online options on both Jetstar and Webjet websites, but each directed me to contact the other company for cancellation. Unfortunately, reaching an operator by phone seems to be impossible. However, I did successfully cancel our accommodation, also booked through Webjet, without any issues. Due to our age and the current Covid situation in Darwin, we feel it is necessary to cancel this trip for safety reasons. Requested Outcomes: 1. Kindly assist in canceling the Jetstar flights and process a refund. 2. I would appreciate it if a representative from either company could contact me via phone or email to provide a solution to this matter.

Dear Customer Service, I trusted in Webjet for my trip to Tokyo in January [redacted]. Unfortunately, the flight got canceled in March [redacted], and my attempts to contact Webjet were in vain. I waited before reaching out again and finally managed to speak to someone. I requested a refund more than 6 months ago for Booking number [redacted] (MFPDWI). Webjet informed me that I needed Singapore Airlines to agree to the refund and provide a letter confirming this, which I obtained. I was advised that this information was relayed to Webjet, but I am yet to receive my refund. After being on hold for 2 hours and 33 minutes, my call got disconnected. I know Webjet received the money back on February 23, [redacted], and I am still waiting for my refund. I would like the full refund without any deductions. I am eager to know why the refund has not been processed yet and when I can expect to receive it. Sincerely, D. Jacombs

Dear guest, We are a hotel in Berlin and unfortunately, we have experienced a water pipe burst, and we are unable to accommodate your reservation. You have the option to cancel your booking free of charge or we can assist you in finding an alternative hotel. Please find the details of your reservation below: Guest: Beate Bonnaire Dates: 13.08.[redacted] - 15.08.[redacted] Kind regards, Cosima Wruck Front Office Holiday Inn Berlin City Center East Prenzlauer Berg Prenzlauer Allee [redacted]9 Berlin Tel: +49 30 [redacted] 0 Fax: +49 30 44 66 [redacted] Email: [redacted] Website: [redacted]

I have a Jetstar flight booked for January 15th, but now need to change it to January 14th. My family is attending a memorial service in Byron Bay for my sister's 49-year-old son. Originally, I planned to take my sister on the 15th, but her daughter prefers to take her on the 14th with the rest of the family. I am hoping to cancel through Webjet and transfer the booking to the family's airline for compassionate reasons. The flight was booked today with Jetstar for Ruth Scarff. Thank you, Jill.

I need assistance with canceling two flights and applying for a refund. My booking reference is EHKRCD. Unfortunately, I was unable to fly due to an inconclusive and indeterminate COVID test result. The bookings I need to cancel are for two people on a flight from Sydney to Hobart on the 20th of December and from Hobart to Sydney on the 27th of December. I am unable to provide specific flight numbers as Virgin Airlines made multiple changes to our flights. Thank you, Michael Egan.

I need assistance. I initially booked a flight for 4 individuals from Melbourne to Gold Coast. I was sent a travel itinerary in December [redacted]. However, I have received multiple emails from Webjet/Virgin with revised flight times from Melbourne and Gold Coast, as well as a date and time change for 2 out of the 4 travelers. The information in the original itinerary I have differs significantly from the revised times provided to me. Will I receive an updated itinerary?

I had my flight from Adelaide to Perth with Webjet rescheduled twice in December [redacted] due to COVID-19 restrictions in WA. Eventually, I had to cancel my flight. I am now trying to rebook for April [redacted] using my Travel Bank credit. I have emailed Webjet and completed the rebooking form, but it has been 5 days since I received confirmation of my request with no further communication. I tried the 'Live Chat' option but waited for 2 and a half hours with no response. I then emailed Customer Support and received a standard automated reply. It would be greatly appreciated to receive confirmation that my new booking has been accepted, as Virgin is unable to verify the booking with our details. If I don't receive confirmation soon, I am unsure where to seek further assistance to resolve this issue.

Hi, I am reaching out regarding a canceled flight for Daniel Mooney with booking reference [redacted]9. Following the cancellation, a credit of $[redacted].55 was issued. I attempted to utilize this credit to book a new flight for him through webjet chat. The agent informed me that the flight was successfully booked, but I am yet to receive the confirmation email. The desired flight for Daniel is scheduled for the 12th of April [redacted] with Qantas, departing from Adelaide at 16:35 to Port Lincoln. I have provided my credit card details for any additional expenses. Could you please verify the booking status of this flight? For reference, my email is [redacted], and my contact number is [redacted]. The original email address associated with the canceled flight ([redacted]) is no longer valid, as Julie Marsh departed the company in January [redacted]. Thank you for your assistance. Best regards, Adrienn Schlakker

I'm Charlie Bartolo. I had a reservation on Qantas Flight QF2369 from Rockhampton to Brisbane with Webjet reference no. [redacted]2. Unfortunately, the flight got canceled, and I found out upon my arrival in Rockhampton. Due to this, I had to purchase another ticket with Virgin to reach Brisbane. I'm requesting a full credit for the original fare paid to Qantas. I've been attempting to contact Webjet without success. The phone service has been unhelpful, and despite multiple tries, I couldn't reach anyone. Needless to say, I'm quite frustrated by this experience. I'm hoping to receive a prompt reply to my email. Thank you. Charlie Bartolo

I booked through Webjet and have been trying to make a change. I initially requested the change through the website. It has been two weeks, and I have not received confirmation. I have been attempting to call and chat online for the past three days with no success. My flight is in two weeks, and I cannot finalize my hotel and car hire until I know about the flight change. I am worried that the fare might have increased during this time as my departure date approaches. I have been waiting on a call for over an hour. I also tried the online chat but received an internet error, although my internet is working fine (my partner is working from home with no issues).

I need help with resolving an issue with Webjet. I had a credit voucher from a flight that went unused. Unfortunately, I didn’t realize the voucher had expired during Covid. Despite this, Webjet mentioned they would assist me. In early March, I reached out to express my desire to use the voucher to bring my son, A., to Perth on April 10. I've contacted their customer service line and live chat multiple times, with a live chat lasting over 4 hours and a phone call that got disconnected after almost 5 hours of waiting. The individual (or robot) on the live chat, named Genesus, was polite but couldn’t provide a resolution. I'm still uncertain if my son can use the credit voucher. Initially, the fares to Perth were reasonable, but now they are very high. I'm concerned this could be a tactic to compel me to spend more money. Even after speaking with Genesus, the issue remains unresolved. We are scheduled to depart Melbourne on Sunday, and I still don't know if my son can accompany us. Your assistance would be greatly appreciated.

Hello Webjet, I am attempting to book flights for my wife and myself to the Philippines for the birth of our grandchild. Unfortunately, the booking payment on the website is not going through because my wife's Philippine passport has less than six months until expiration. We reached out to the Philippine Embassy, and they recommended booking a direct flight to comply with both country and airline passport protocols for Filipinas traveling home to the Philippines. Despite this, I am still unable to make the booking and payment through the Webjet site. I would appreciate your assistance in resolving this matter. Thank you, Patrick Lynch

I have been trying to contact Webjet since March 31, [redacted], to request a refund for cancelled flights. I have spent over 20 hours waiting on hold over several weeks with no response. Despite my efforts to reach out through calls, messages, and emails, I have not received any satisfactory assistance. Due to the flood situation at Ballina Airport, I had to make alternative travel arrangements through Virgin directly. Although Virgin was helpful in rebooking our flight, they advised me to seek a refund through Webjet since the original booking was made with them. The lack of communication from Webjet and the long wait times have been frustrating, especially considering the financial difficulties and inconveniences caused by this situation. I hope to receive a prompt resolution to this matter. Thank you for your attention.

I have been trying to reach Webjet since the **rd of March to request a refund for canceled flights due to Ballina Airport's closure because of the floods. Despite spending hours waiting on hold over several weeks, I haven't received any assistance. I also sent emails and messages with no adequate response. I contacted the airport for updates and reached out to Webjet multiple times, enduring long waits on the phone. Finally, I had to contact the airline directly to make alternative arrangements, as they couldn't refund the flight booked through Webjet. It's disappointing to have had such difficulties and lack of communication during this time. I'm requesting that Webjet refunds or credits the amount for the return flights.

I need assistance claiming my travel credit for booking [redacted]6. I completed the online form and got a receipt email. It's been days with no further communication. I am eager to book a flight, but currently abroad and unable to call the [redacted]... number provided. I have tried using the chat function, but all I receive every five minutes is a message about Webjet being busy. I fear once it reaches [redacted] AEST, I will be disconnected without resolution.

Subject: Urgent Flight Booking Assistance Needed I understand that you may be experiencing a surge in requests, especially during this busy season. However, I want to bring to your attention that since April 9, [redacted], I have been trying to secure flights from Launceston to Gold Coast using my Virgin travel credit for my husband and myself, totaling $[redacted] per passenger. Due to urgent family matters involving my 84-year-old husband who is battling cancer, we need to visit Tasmania to see his immediate family, possibly for the last time. Our Jetstar booking to Launceston is for April 28 with a return date of May 8, pending a booking confirmation through Webjet. Despite contacting Customer Support multiple times, I have yet to receive a resolution after waiting for over an hour. As pensioners, utilizing our available travel credit is crucial, and I implore for a personal touch in assisting me with this matter rather than automated responses. Please reach out to me directly to finalize the booking, taking into account the change in my credit card details for any additional payment required. Thank you for your attention. Warm regards, R.L. Riley

Subject: Urgent Assistance Needed for Flight Booking Dear Sir/Madam, I understand the challenges you may be facing, especially with the current workload and school holidays. On April 9, [redacted], I requested a new booking for flights from Launceston to Gold Coast using my Virgin travel credit of $[redacted] per passenger for myself and my husband. We are set to fly to Launceston with Jetstar, utilizing travel credit once again, on April 28, and returning on May 8, pending approval from Webjet. Given the circumstances, where my 84-year-old husband, battling cancer, needs to visit his family in Tasmania possibly for the last time, it is critical for us to secure the return flight to the Gold Coast. As pensioners, utilizing the available travel credit is vital. I have relentlessly contacted Customer Support multiple times, facing long wait times, and unfortunately had to cancel my last request after waiting for over an hour. Despite reaching out to Virgin and Webjet for assistance, the process has been arduous. I implore for a personal touch in resolving this matter promptly, considering the urgency of our situation. Your cooperation in arranging the booking and addressing the payment adjustment would be greatly appreciated. Sincerely, R.L. Riley

Hello, I am currently in a situation where my bag seems to have been misplaced between Sydney and Melbourne. My booking reference is JFRZTV SAPHIN. I flew from Sydney on Jetstar flight [redacted] yesterday. Unfortunately, upon arrival, it was discovered that our luggage did not make it on the same flight despite being told there was a delay for luggage loading. We were asked to fill out a form at the service desk, but due to being unwell, needing to catch a bus at Southern Cross to Gippsland, and standing for over an hour already, I was unable to wait in line to complete the form. I have been attempting to contact Jetstar, but have been unsuccessful in reaching them by phone and was unable to email them due to not having the form number available. I urgently need to locate my bag as there are essential items inside that I require. Thank you for your assistance in this matter.