Being Screwed over by AuntBetty - Do I Have Any Options? (Update)

eris on 12/08/2023 - 12:53
Last edited 20/08/2023 - 11:43

***Update: After trying their call centre and emailing their support and getting nowhere. I started complaining on their socials. Notably, Trustpilot. Where Dan from BYOjet seems to be running a one-man complaints department for the company. He responds quickly, doesn't palm you off or stonewall you and has the power to make changes to flights and offer refunds. So long story short they've agreed to refund me the price of the checked baggage for the flight.

Aunt Betty would probably do well to have some people at the call centre who aren't completely resistant to giving any sort of concession or refund when there's a mistake and who can deal with complaints and problems that aren't straightforward without hanging up on the customer. It would most likely pay for itself in repeat business and less bad word of mouth. It's not particularly fun being forced to go full Karen to get a result. Anyway, good result in the end.***

I have a flight to the US (via Fiji) booked through AuntBetty for the end of August. I thought I was paying for 30kg checked baggage and the eticket/Itinerary email sent to me by AuntBetty shows 30kg checked baggage for each flight. I logged directly into the Fiji Airways website today and it shows for the Aus-Fiji, Fiji-US leg I don't have any checked baggage. I called Fiji Airways and they told me it cost an extra $500 to have a checked bag for those flights, it's not their problem and to call AuntBetty.

I called AuntBetty's overseas call centre and was hung up on twice when the operator realised it wasn't a straight forward problem. On the third call, I pretty much begged them not to hang up and the operator told me that because I booked AuntBetty via a third party site (skyscanner), they're not responsible. But the eticket/Itinerary email saying I had 30kg checked baggage was sent to me by AuntBetty not Skyscanner. When I pointed this out to the operator I heard someone in background of the call centre say "just hang up". I asked to speak to one of the managers and they said they would tell me the same thing.

I've booked dozens of international flights through third party booking sites in the past and this is the first time I've encountered a problem where they refuse to take any responsibility. It's extremely frustrating because in addition to the extra $500 cost, I could have got much better flight times (and airline) had I paid a similar price or not paid for checked baggage.

AuntBetty is supposedly one of the less dodgy operators (Australian based, connected to Flight Centre, BYOJet). But they're by far the worst I've dealt with and are engaging in straight up deceptive practices.

Other than putting in a complaint with ombudsmen, is there anything else I can do in this case? Although, at this point I think I'm screwed.

Here's a picture of the eticket/itinerary they initially emailed me showing the 30kg checked baggage for all my flights: https://imgur.com/a/VKEE2wV

Since my complaint AuntBetty emailed me a new itinerary/ e-ticked now conveniently omitting the checked baggage. Bloody dodgy operation.

*Edit: I've also paid an additional $200 checked bag fees for internal flights in the US. So it's looks like I'm out that as well if I decide to just travel with carry-on.

Travel

Related Stores

Aunt Betty
Aunt Betty
Marketplace

Comments

  • urahara on 12/08/2023 - 13:02
    +2

    Seems like u are scr*d

  • holdenmg on 12/08/2023 - 13:08
    +1

    Based on: https://www.fijiairways.com/en-au/manage/baggage-allowances
    VALUE (Economy) is 1 piece up to 30kg (66lbs)
    while
    LITE (Economy) is No checked bag

    There should be a (considerable) price difference between the two.

    Did you book and pay for VALUE and they have ticketed you for LITE?

    • eris on 12/08/2023 - 13:16

      Yeah, that's what Fiji airways said. But not what I thought I was paying for when booking with Aunt Betty (I wouldn't have booked with them otherwise). I had no reason to believe otherwise as the e-ticket / itinerary they sent me showed 30kg checked baggage included for every flight. Picture: https://imgur.com/a/VKEE2wV

      • Hybroid on 12/08/2023 - 13:35
        +4

        It’s pretty clear you paid for 30KG as confirmed by the e-mail confirmation too.

        I would keep badgering their customer service, escalate and threaten lodging ACCC/xCAT complaint with the proof you have. That usually gets companies to listen.

        If they cannot offer you the item you paid for, then should be entitled to a full refund at very least. Refund, not store credit.

        • eris on 12/08/2023 - 13:45
          +3

          escalate and threaten lodging ACCC/xCAT complaint

          Yeah, I tried that and they ignored it. Their overseas call centre staff aren't paid enough to care. I was hung up on twice before I could get any semblance of an answer out of them.

          But I will keep at them and also lodge ACCC/xCAT complaint. Hopefully seeing this post will stop someone else being burned by them.

          • Rukiata on 12/08/2023 - 14:32
            +5

            @eris: do they have email support, send that all to them for proof
            also take it to their facebook, they might help more, no one likes bad feedback

          • OZBargainer in SA on 13/08/2023 - 11:21

            @eris: Yes, thanks for sharing this. I did a similar search yesterday and the fare was approx $100 cheaper than Flight Centre but I was already wondering if they were safe. I wonder if companies have multiple brands to see what level of customer "service" they can get away with.

  • Typical16-bitEnjoyer on 12/08/2023 - 13:19
    +3

    There's a lesson here somewhere. Use third parties at your own risk.

    Too late to book elsewhere and force an (eventual) refund from AuntBetty?

    • eris on 12/08/2023 - 13:39

      Yeah, although I've booked dozens of international flights over the years through third-party sites for myself and family members (as you do save a fair bit) and this is the first time I've been burned. With AuntBetty supposedly one of the more non-scammy operators, being AU based and linked to Flight Centre. But they've been by far the dodgiest I've dealt with.

      It's too late to book elsewhere without it costing a significant amount (and risk not being refunded anyway). If I decide to deal with the inconvenience of travelling just with carry-on, I'll also be out another 200 USD as I've paid for carry-on for my US internal flights.

      • [Deactivated] on 12/08/2023 - 15:29
        +5

        I've booked almost hundred flights all over the world in last 10 years and this is first time I hear of AuntBetty.

  • activ8newbs on 12/08/2023 - 13:21
    +2

    That is really frustrating. Sorry op. Maybe travel insurance? Not sure though

  • mbck on 12/08/2023 - 13:55
    +10

    Damn that's dodgy af. Chargeback? And book elsewhere

    • MELso on 12/08/2023 - 22:24

      Yes, and this is the way. Goods or services not supplied (i.e. the luggage).

      And OP, once you get your money back, book directly with the airline next time…

      (As an aside and apropos of nothing, I'm flying on FJ MEL-NAN-SFO next year and the Value fare was cheaper than Lite.)

  • 7ekn00 on 12/08/2023 - 13:57
    +4

    Might also have grounds for a credit card chargeback … doesn't help for the trip, but might get your money back :/

    I got burned on my first third-party booking attempt and have never gone back ;)

  • [Deactivated] on 12/08/2023 - 15:07

    Since my complaint AuntBetty emailed me a new itinerary/ e-ticked now conveniently omitting the checked baggage. Bloody dodgy operation.

    What does your new eTicket show under 'Baggage'?

    • eris on 12/08/2023 - 16:07

      They've changed the first two flights to "no baggage".

      • [Deactivated] on 12/08/2023 - 16:15

        Can you link it as you've done for the 'initial' eTicket?

        • eris on 12/08/2023 - 17:12

          They sent the itinerary and eTicket as a pdf attachment this time. Here's a copy of the eTicket: https://imgur.com/a/yfGQnMz

          • [Deactivated] on 12/08/2023 - 18:33
            +1

            @eris: It's a rather obvious discrepency & you have proof so log complaint in writing with them online so there is a record. Post on their socials too.

  • [Deactivated] on 12/08/2023 - 15:34

    that because I booked AuntBetty via a third party site (skyscanner), they're not responsible.

    What does that even mean?

    • eris on 12/08/2023 - 16:09

      I searched for flights through Skyscanner then it sends you to AuntBetty's website to book the flight iirc.

      • [Deactivated] on 12/08/2023 - 17:19
        +6

        You booked it where you paid for it, not how you ended up there.

  • randomusername2017 on 12/08/2023 - 15:52
    +2

    AuntBetty via a third party site (skyscanner)

    Doesn't that just redirect you to the Auntbetty website to complete the transaction?

    • eris on 12/08/2023 - 16:19

      Yeah. It was just an excuse to wiggle out of it. AuntBetty sent me an itinerary/eTicket receipt showing a checked bag for all my flights, I even read it out to the call centre agent and said "this is from you auntbetty.com.au, I haven't received anything from Skyscanner" but they just kept repeating that they're not responsible.

      • [Deactivated] on 12/08/2023 - 17:30

        What do you see on Fiji Airways site when you retrieve your booking under Manage Booking tab?

        Whether what you can do at this stage, you'd probably have pay up for baggage and try get it recovered later, although chances are pretty slim.

        • eris on 12/08/2023 - 17:43

          Fiji Airways shows no checked baggage for the first two flights. I'm weighing up if I should cop the extra fees or go carry on. I was wanting to pack some dive gear and fathers day presents. :/

  • Sweet3st on 12/08/2023 - 18:21
    +1

    Where are you located? Fair Trading in your state may be more responsive. I'd ask their advice including compensation/refund after your trip. I agree, Aunt Betty won't do anything. I used them once because they had a flight I couldn't book directly with the airline… never again!

  • djsweet on 12/08/2023 - 22:45

    All you can do is raise a complaint with your stare’s fair trading body. They will do jack though, and it honestly won’t be worth your effort.

  • No and then on 13/08/2023 - 07:38
    +1

    AuntBetty screwed a lot of people when covid hit. Seems like nothing has changed.

    • Ramrunner on 14/08/2023 - 17:11

      Was just going to say that. I distinctly recall a lot of AuntBetty complaints way back then.

      Really need to weigh up the risk of using these third parties to save a few dollars sometimes I guess.

  • lesleigh on 13/08/2023 - 09:03

    You could try Consumer Champion, on Face Book , seems to have a bit of success with things like this. Might be worth a try you have nothing to lose.

  • Chewy2221 on 13/08/2023 - 09:04
    +1

    I would accept the (bad) situation for now, go on your trip and then complain to consumer affairs after your return. The beauty of on-line commerce is that there is a "paper trail " which highlights the shortcomings of retailers.
    Good luck

    • Thrawn on 13/08/2023 - 23:46

      Consumer affairs can't force a resolution. You might have to take them to court, which is painful

  • Sinnerator on 13/08/2023 - 09:04
    +6

    PSA for everyone: unless you want to be jerked around 'potetially' saving a few dollars maybe avoid using 3rd OR 4th party sellers for airline tickets.
    Book direct on the airlines own website or….. play russian roulette.

    • eyeballz2770 on 13/08/2023 - 16:20

      eris
      I've booked dozens of international flights through third party booking sites in the past and this is the first time I've encountered a problem where they refuse to take any responsibility. It's extremely frustrating because in addition to the extra $500 cost, I could have got much better flight times (and airline) had I paid a similar price or not paid for checked baggage.

      Even if eris doesn't get any money back he's still ahead with the savings he enjoyed booking previous flights.

      I'm not disagreeing with you; I only book through an airline. I like to look for silver linings, though. ;)

  • jrvb42 on 13/08/2023 - 10:56
    -1

    It's crappy. Suggestions that the ACCC can help are probably not valid as you're dealing with an overseas company, over which they have no power.
    Best idea I can come up with is getting a refund via your credit card, as the item is clearly not as described.
    This may bring aunt to the table for negotiation, when they realise they will lose the money. Make sure you give all your evidence to the cc company.
    Good luck.

  • Chewy2221 on 13/08/2023 - 10:59
    +5

    I had a dispute with an online travel retailer. I told them that they were in breach of Australian consumer law, but they basically laughed at me. So that they did not stuff up the rest of my trip, I told them that I would accept the booking "as is". I changed other bookings & paid additional costs to rectify their mistakes. Once I had returned from my overseas holiday, I immediately complained to NSW fair trading and claimed my costs plus compensation . To my great surprise, the travel company paid my claim within a few days of my complaint. Travel companies obviously get lots of complaints & they hope that most people will walk away. If you are persistent, you will probably get a satisfactory outcome. Good luck

  • sonome on 13/08/2023 - 11:02
    +3

    They list themselves as being ATAS accredited, so that gives you another avenue for complaint: https://www.atas.com.au/complaint

  • juzza87 on 13/08/2023 - 11:03
    +1

    I can't afford to travel overseas but it seems like a convoluted process where you need to go through many different vendors with multiple points of failure: Skyscanner - AuntBetty - Fiji Airways. Don't they have an all in one consolidated platform where you can just deal directly with the airlines, or doesn't it work like that?

    • eyeballz2770 on 13/08/2023 - 16:29
      +1

      The travel business is built on commission so resellers earn money by passing savings on to customers. Sometimes the discounts are worth it, as eris has booked dozens of international flights with a really great track record which means he's saved heaps of money.

      If a customer books directly with the airlines there aren't the same discounts or package deals, or as in eris' case, the same itinerary he preferred.

      I'm not a gambler and I would only book through an airline but I can see the wisdom of using different vendors. I use 3rd party sellers for hotel bookings but verify with the hotel shortly after making the booking. Occasionally, I beat the 3rd party price when I call the hotel to book directly.

  • woolton on 13/08/2023 - 16:29
    +1

    Just a thought: It might be worth contacting Flight Centre management, as they own Aunt Betty and this reflects badly on the whole FC suite of companies. Nothing to lose…

  • Kaivan on 13/08/2023 - 19:48
    -1

    Hi

    Very

  • Kaivan on 13/08/2023 - 19:52
    +1

    Hi very dodgy behaviour. If they are a Flight Centre company, write to the CEO of flight centre. Easy to know through Google and even easier to figure out their email. Also if you have a lawyer friend send a legally drafted letter to their Compliance / Legal team. This will start things moving. Put a post on social media and complain to the ombudsman snd ACCC. Hopefully this should start things moving

  • Autonomic on 14/08/2023 - 13:57
    +1

    Can you complain on their social media?

  • Thrawn on 14/08/2023 - 23:17
    +3

    You booked your flights on March 7.

    Fiji Airways introduced Lite fares on March 3rd.
    https://karryon.com.au/industry-news/fly-your-way-fiji-airwa…

    Sounds like Aunt Betty was caught unaware of the new fare class conditions and didn’t update the system quick enough. Seen this sort of thing happen before.

    When you book third party, pays to do a test drive of the airlines booking system to check the prices and conditions. When you book 3rd party you pretty much always get the lowest conditions possible. If there’s a mismatch between 3rd party booking engine and the airline, best to confirm first.

  • stirlo on 15/08/2023 - 00:18
    +4

    Take the flights (pay for baggage if needed) then do a credit card charge back when you get home. It will be accepted initially, then nearly 2 months later they will deny it with Aunt Betty providing some generic not our fault/he still took the flight response. You will have 10 days to write your case properly for Visa/Mastercard to adjudicate. Write a well reasoned document outlining exactly where the issue lies and requesting the $500 baggage fee refund.

    It will very likely be accepted by the credit card company, as no one ever really bothers to go this far down this path without good reasons.

    I did exactly this for a rental car issue I had and after I lodged the second chargeback appeal the money arrived in my account and again and stayed there.

  • eris on 19/08/2023 - 21:46
    +4

    Update: After trying their call centre and emailing their support and getting nowhere. I started complaining on their socials. Notably, Trustpilot where Dan from BYOjet seems to be running a one-man complaints department for the company. He responds quickly, doesn't palm you off or stonewall you and has the power to make changes to flights and offer refunds. So long story short they've agreed to refund me the price of the checked baggage for the flight.

    Aunt Betty would probably do well to have some people at the call centre who aren't completely resistant to giving any sort of concession or refund when there's a mistake and who can deal with complaints and problems that aren't straightforward without hanging up on the customer. It would most likely pay for itself in repeat business and less bad word of mouth. It's not particularly fun being forced to go full Karen to get a result. Anyway, good result in the end.

  • woolton on 20/08/2023 - 10:08
    +2

    Thanks for the update, and congrats on your persistence.

  • gusriles on 05/02/2024 - 12:41

    Hi Eris, im experiencing a similar problem with Aunt Betty. The Dan from BYOjet you mention, do you mind confirming which socials this is on, Facebook, twitter etc? I wan't to see if i will have a more favourable experience trying to contact him.

    Or have I miss read, and i need to head to trust pilot.

    Thanks

Login or Join to leave a comment
Login Join