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The flights always were and remain available, but it appears that AuntBetty is unwilling to pay for them after we booked.
31st of August 2022.
• A booking for the flights shown and the reservaton made.
19th of September 2022.
• AuntBetty changed the reservaton status from "confirmed" to "unconfirmed."
28th of December 2022.
• AuntBetty notified us that our reservation was "unconfirmed" and a refund could be issued.
• I called AuntBetty to find out why our flights were suddenly cancelled, and we were told that it was due to restrictions from the airline.
• On inspecting by calling Virgin and Brunei airlines, the flights remained available throughout and are still available.
• I called AuntBetty again who told us that AuntBetty was unable to book the flights due to Brunei not releasing flight details to them, and requested I call Royal Brunei to get Royal Brunei to contct Aunt Betty and provide flight details to AuntBetty.
• I called AuntBetty and discussed this issue for 8 hours this day, and at no point did they try to assist.
29th to 31st December.
• I continued contacting Aunt Betty, and was repetedly not listened to or assisted. At one point Aunt Betty told me that they called Royal Brunei and there was an issue with their system, after which they told me that they told me the wrong information and did not call Royal Brunei.
• I sent a formal complaint letter which they have now said they will pass on and get back to us twice, with no response.
Desired outcome: For the flight that was originally purchased from Aunt Betty and remains available, to be booked (at no extra cost, as they have said they would do it but charge the fare difference).
When it comes to customer service and doing what is right then the interaction with Aunt Betty (Auntbetty.com.au) and associated BYOJet has to be the worst I have ever heard.
I booked the flights for my 72-year-old brother, who has never travelled from Auckland to London (vis San Francisco) returning via Shanghai.
Aunt Betty and BYO jet just forgot to book his flight from Shanghai to Auckland. Fortunately, when booking his travel insurance, he noticed.
Trying to contact Aunt Betty in itself was a nightmare and their response was “We’ll refund the missing leg without charging you the penalty or you can cancel the whole booking and we’ll refund you in 12 weeks.”
That is atrocious, they made the mistake, and their answer was to pass it off by which time the costs for flights had gone up.
After many calls and arguments, they eventually rectified the issue which is not on – they should have fixed it immediately.
Be very careful using Aunt Betty’s services. It may be cheaper but could cost you a lot more in the long term.