Webjet Corporate Office Headquarters

Have been waiting 5 weeks for a name correction request to go through. Finally contacted someone on web chat (after 2 hour wait) and got told it needed to be escalated to International Office. My flight is in a week. Ridiculous.

I had a credit for Covid cancelled flights (like so many). I rebook flights with the credit and was advised my booking was to be confirmed and I would be contacted. Three days later… no contact. I googled for a phone number as it eas not on my booking request letter they emailed (yet they say it is). I was on hold 3.5 hrs waiting for someone to help me sort it out as I was flying out that week. Sorry webjet you’ve lost my business. It’s time you get your business back on track. We are all ready to take on travel and you need to step up and serve your customers. We all know the travel industry was doing it tough but now it’s time to step up.

Dear Webjet,

We booked return flights to London (and Europe) with return stopover of 5 days in Singapore. A vacation duration of 42 days with the last five being in SIN. We also took out the best insurance cover available at the time of booking with your partner Cover-more. The insurance quote was all automated (integrated to the ticket booking you would say). As the buyer, we were only shown the options and the price (which was added to the ticket booking price). On receipt of the insurance policy (via subsequent email), we find that you have us spending the majority of our time in "Area of Travel: South East Asia" and "Country Most Time Spent In: Singapore". *BOTH* are totally wrong and generated automatically by your booking system *WITHOUT* the customer being able to preview the insurance details before payment (ie. no opportunity to cancel or raise a question about the issuance of the insurance).



You take the monies, and tell us that we can have the details corrected - wrong, your help desk cannot correct the incorrectly issued policy. They can cancel it and renew (at a higher premium) or issue a partial refund. I would not accept a partial refund for your error so eventually a full refund was offered and a document issued to me cancelling the policy and saying that refund would occur within 21 days. I have chased this up with your *Help* desk multiple times now and am told that the refund is with "Head Office" whom we as customers are unable to contact. Hmmm ....



It is now 14th March, 5hours+ of my time wasted calls and 35 days since first contacting your company and Cover-more in regards to obtaining a refund for an incorrectly issued travel insurance policy. *NO ONE* is able to say what stage the refund is at (although obviously outside of the 21 day refund policy) and no one in either Webjet or Cover-more help centres is empowered to actually do anything except offer a placebo and be company "apologists".



Webjet, your company refund policy is absolutely broken from a process perspective. Your integrated booking of insurance via a quotation based upon booked flights has clearly got a 'systemic' issue as it is impossible for my simple booking and subsequent issue of incorrect insurance details to be explained as a system hiccup or 'glitch'. Your system processed the booking and thus knew the destinations and dates without further input from me, the customer.



If I had not checked the issued policy and had gone merrily on holiday in the belief that I was fully covered, and then had an accident in Europe, you would have quickly said that I was not covered to be in that part of the world. I feel quite confident to say that there will be many people that do not read their policies before travel occurs.



Webjet, the only area that you have offered value at the moment is in the booking price. On all other measures, it is a *WEBJET FAIL*.

- Change of policy detail, NO.

- Offer policy change of detail as act of goodwill, NO.

- Offer partial refund - YES.

- Agree to provide a full refund after escalation and 2+hours of time wasted, YES.

- Process refund back to my account within specified policy period, NO

- Provide feedback on progress: NO

- Help desk supervisor call back: 1 of 2 requests

- Call centre staff enabled to assist properly: NO

- Time wasted: 5 hrs +



Would I recommend Webjet to anyone: Are you kidding me? ABSOLUTELY NOT



I will stick with my travel agent next time ... your refund processes are a disgrace to any decent company.

I have had a similar experience to others. Booked flights through webjet, flights cancelled. Virgin refunded the money to webjet. Webjet WONT refund the money to me! 9 months of calls, emails, waiting on the phone. How is this company still in business? How is it that it hasn't been investigated? Why is there not an overseeing body doing something about this joke of a company?

I think we ALL should look to a class action lawsuit to get our money back!!!

I deliberately picked a flight with flexible fare rules as my wife was caring for her very sick mother. Webjet are now refusing to honour the Flexible Fare rules advertised and saying the booking can't be refunded or transferred. They are still advertising the same Flexible Fare rules for future flights on the same timeslot with the same airline.



I've wasted multiple hours listening to their abhorrent hold music over the course of multiple days trying to get this resolved, meanwhile flights for the new return date are booking out fast and I'm left with the expensive dregs to choose from.

One star is one star too many!

Obviously customer service is not a priority but trying to get as much money out of an already paid-up customer is. Tried to use my credit last November and gave up after no response. Started my second attempt in May - now August. After 2 months I finally got a response - new flights but I had to pay what I had already paid the first time. You may have lost money over the pandemic as we all have. However with customer service like this you may never recover. I can guarantee I will never use you again!

Impossible to contact. Trying to get a re-booking or cancel my flights disrupted by COVID restrictions, but can't get any response other than automated replies. No one answers the phone. No one responds to emails.

I'll never use Webjet again.

We have had a $3000 credit with Webjet for over 12 months after covid cancelled flights. I have been trying to contact webjet for 6 weeks now to use this credit and rebook for a family wedding, now in 3 weeks time. I have waited on the phone for up to 6 hours, on their message service everyday for up to 3 hrs with NO response. They do not answer phones do not answer emails and do not answer message. We want to rebook. can someone please help me!!!

If there is negative rating I will give -5. Terrible customer service, dishonest, shameless behaviour. Hiding behind an online set up, no access to management or transparency of operations. Avoid Webjet for any future travel plans.

Pathetic!