Webjet

Complaints

Customer seeking refund or reissue of flight tickets due to qantas 12-month booking rule, feeling money is forfeited by webjet.

Webjet was uncontactable when I wanted to fix a simple booking issue so ended up rebooking same flight directly with airline. I tried their messaging system and after an hour waiting they simply ended the conversation. To make things worse their fee was higher that directly with the airline so no real reason for them to exist

Planned a holidy with ny family and mother to japan 8 months in advance. Wife becomes pregnant during this time and is approx 10 weeks when we have a mis carriage scare. Hospital says not to fly and provides documentation stating this, hence contact with webjet then begins. Webjet took 7 weeks to respond with a 'does not meet compassionate grounds for cancelation' according to qantas terms and conditions. Ring qantas, raise issue qantas states it does in fact meet criteria for full refund according to their policy. Also adds that they have no notes on the system stating anything about webjet requesting a refund. Webjet offers flight credits and only 3 months to use, or refund minus 400 per ticket (x4) and constantly making excuses as its out of their hands as qantas makes final decision. Now i am at wits end with this and not sure whete to go.

On the 20/06/2021 I booked a family holiday to Sydney all through webject flights, hotel and car. Totalling to $2082 due to covid lock downs in Victoria I was not able to go on the trip. I called webjet multiple time to get a refund the declined and gave me the run around. Yesterday I called them and asked them if it was possible to just to get a webject credit so I can use it to go over seas they said they have to check with the hotel and airline and car hire place. I advised them that I paid webject on the tax invoice who they have to pay has nothing to do with me. All my booking were with webjet. They said yes we understand but it will be hard to give you a refund or webjet credit.

I had to change a flight, after 4-5hours on the phone to webjet I was able to receive a credit but wasn’t able to use it on the new flight due to the time it took for me to get into contact with them. The credit expires on the 19th of April, and in the section that states when travel must be completed by was left blank - indicating that I could book a flight after the 19th, as long as it’s booked and paid for before the 19th. When trying to book flights for 26-29 April, I received an email stating that travel must be completed before the 19th. No where in the email does it state that travel must be completed before this time. They failed to inform me of this. Mistakes can happen and I assume an employee forgot to fill out that section, however, they offered no compensation and said I should have known. If I had known I would’ve used the credit within the year. I was still unsatisfied and they said a support officer would call me the following day - no one called. Just a tactic to not have to help me due to a mistake on their end. Appalling service.

I was unable to fly on a flight booked through webjet as I had just come out of hospital due to pneumonia which deteriorated to the point where I was on life support on a ventilator. On medical advice I was not permitted to fly. They refused to issue a refund or even transfer the flight to another family member. They have robbed me off to Qantas (the carrier) who have referred me back to webjet.