Third-Party Agents and Flight Cancellations

Ldazweeja on 19/03/2020 - 11:25

What are people's experience with third-party agents/resellers (eg. Aunt Betty, GoToGate, BYOJet, etc) and cancelled flights?

So I realise there's a cost with going with third-party agents in that if you need to change/cancel flights, you pay a fee to the agent on top of airline fees in cases where you want to make the change. But what happens when the flight is cancelled and you get a travel credit? Do you have to pay a fee to the agent to rebook your flight, or in other words access your travel credit, even though the situation has nothing to do with your choices or actions? That seems a bit wrong - being forced to pay a fee for a flight that you never wanted to change - but that doesn't mean it's not the case.

My flight is still 4 weeks away (Virgin/codeshare with Etihad, booked through BYOJet) but I assume that many people on here have had to resolve this situation recently. BYOJet terms and conditions don't seem to shed any light on this situation (https://byojet.com/booking-terms-and-conditions).

I realise I'll be able to get more information from BYOJet when I can get through to them sometime in the future but just curious about people's experiences so far.

Travel

Comments

  • Antares on 19/03/2020 - 11:44
    +1

    At the moment they rescheduled one of my flights to another flight that doesn't exist…
    I'm expecting full refunds from the airlines though, so hopefully that happens.

    • dazweeja on 19/03/2020 - 12:18

      A full refund would be ideal. Fingers crossed!

  • djsweet on 19/03/2020 - 11:53
    +1

    AuntBetty (and I assume BYOJet - since they are the same company) are mirroring airlines' cancellation policies. If an airline offers a full refund, they will pass on the full refund and waive the cancellation fee. If the airline offers only a flight change then the regular cancellation policy applies (including the travel agent's cancellation fee).

    • dazweeja on 19/03/2020 - 12:10

      Thanks. I'm happy to take the same flight later in the year so I'm also wondering about whether I'll have to pay BYOJet a change fee when it's the airline that can't provide the service I paid for. I can't imagine resellers in other sectors - eg. eBay, Amazon, etc - legally being able to do that, eg. "Sorry, we can't supply your product but if you pay us a fee we'll give you an identical product of the same value".

      • djsweet on 19/03/2020 - 12:13
        +1

        I imagine BYOJet will waive their flight change fee, but not being in your exact situation I can't say for sure. I do know, however, that they won't reply to your emails for weeks and will take around 2.5hrs to answer the phone (personal experience).

        • dazweeja on 19/03/2020 - 12:17

          Yeah, I think coordinating with the airline to offer a refund or waiving the change fee are the only viable courses for them. It will be interesting to see what happens. Fortunately, I can afford to wait a couple of weeks and hopefully the initial rush to change/cancel will have subsided a little.

  • netjock on 19/03/2020 - 12:23
    +1

    checkmyfares charged $20 fee on the refund (China Southern Flights)

    studentuniverse is being a bunch of clowns (China Southern Flights), China Southern clearly states if there is travel restrictions they will be doing a full refund. Have emailed back to Studentuniverse. Airfare for 10 days. China imposes 14 days quarantine on international arrivals and Australia 14 days in return. Is it a 10 day holiday or you selling me 28 days of quarantine with air transportation?

    • dazweeja on 19/03/2020 - 12:30
      +1

      It looks like it's all a bit of a mess at the moment. The Level Four travel ban should mean that you'll get a refund but it seems like these agents are still playing catch-up with developments at the moment.

      • chrisie on 19/03/2020 - 12:56

        Yes I'm in the same boat , booked flights to London return (Singapore Airlines) through BYO Jet. I have tried to contact BYO Jet many times , when I ring I get put on the waiting que then after a while the line drops out.

        Has anyone got BYO Jet's email address as its disappeared of their web page.

        • netjock on 19/03/2020 - 13:09
          +1

          [email protected]

          Found it at bottom of email from a previous booking.

        • djsweet on 19/03/2020 - 13:38

          I had to call 3 times before I got through. One time it dropped out after an hour. Incredibly frustrating. BYOJet just had to close one of its call centres today because of the Philippines lockdown, so expect things to be even worse now.

          • chrisie on 19/03/2020 - 13:44

            @djsweet: Thanks
            Yes I received this advice this morning from BYO Jet.

  • westzod on 19/03/2020 - 13:12

    Flight Centre is hitting at 300 per person lol.

  • brisbanegirl on 19/03/2020 - 13:37

    Changed return flight from Calgary (2 weeks earlier arrival to this Friday) booking was with Aunt Betty and they charged $400 to change date same flight. Will never book with them again, maybe a bit cheaper but in the long run they are bloody expensive.

  • chrisie on 19/03/2020 - 14:00

    Sent BYO Jet an email requesting cancellation of booking with full refund. Received robot answer that they will reply within 3 day.
    We wait and see ……
    We live in interesting times…..

    • chrisie on 19/03/2020 - 19:50

      Below is what I received this evening from BYO Jet. Still trying to wade through it

      If you have already been assisted by our team and your query is resolved, please ignore this e-mail

      Dear ….,

      Thank you for your patience as we respond to the world’s reaction to COVID-19. We are beyond proud of the professionalism, resilience, kindness and patience our customers and staff are showing in this unprecedented situation. To assist you we have two options for your Singapore Airlines flights while our call centre is under significant pressure responding to the rapidly evolving travel situation.

      We thank you and any information in regards to COVID-19 will regularly be updated on our Travel Alerts page.

      OPTIONS:

      OPTION 1: CREDIT SHELL

      What this means is, we will inform Singapore Airlines that you will not be travelling and they will place the value of your ticket into a credit that can be used to travel at a later date (up to 12 months after your original booking was created).

      You do not pay any upfront fees, you will pay the applicable reissue/change fees plus any airfare difference at the time you book your new flights. (Some airlines have waived reissue/change fees due to COVID-19 this will apply when you rebook). Normal BYO fees apply.

      You still have the option to put your ticket in for refund up to 12 months prior to the original date of issue. Normal fare rules will apply at the time of requesting your refund.

      If you select this option we will put your flight into Singapore Airlines credit and contact you in the near future with the details.

      OPTION 2: STILL WISH TO TRAVEL

      What this means is, you still wish to travel, do not change my flight.

      Click the link below to place your request.
      https://forms.gle/…….

      Kind Regards,
      BYOjet
      Unsubscribe - Unsubscribe Preferences

  • Alyaeri on 19/03/2020 - 16:43
    +4

    I price matched a BYOjet deal through Universal Traveller (owned by Flight Centre) thinking it would be more secure incase BYOjet went under. Flight Centre are hitting us with $300 per person to refund us flights that QANTAS and Emirates have already cancelled and offered a full refund for.

    I will absolutely never book through Flight Centre again. I have no idea how they can get away with it. We paid for a service they are not providing, and yet they somehow have the grounds to bill us.

    Screw Flight Centre.

    ETA: They're also astroturfing the comments on their posts to hide the negative ones with praise for their travel agents.

    • Antares on 19/03/2020 - 17:58
      +1

      Did you pay with a credit card? BYO have issued the standard "You get travel credit" thing to me… I'm going to attempt to issue charge backs on my tickets through Amex.

      • Alyaeri on 19/03/2020 - 18:05

        I did pay with a credit card, and I spoke to Westpac yesterday (who were super lovely). It basically boiled down to it'll take 6 weeks to processes the chargeback, and there's no guarantee you'll win the dispute. Our flights are this Tuesday, so if I don't take a store credit or eat the $300pp fee, and we lose the dispute, we will lose everything.

        • Antares on 19/03/2020 - 19:31

          Have you asked your bank how they would handle it if you took the store credit and then issued a charge back later on?
          I assume the store would have to refund the money and would cancel the vouchers.

    • dazweeja on 19/03/2020 - 18:43
      +2

      I'd lodge a complaint with the ACCC. You paid Universal Traveller for a service. If they can't provide it, they shouldn't be able to charge you a fee to get a refund.

      • Alyaeri on 19/03/2020 - 19:12

        I thought about that, but the ACCC say a credit voucher is a suitable alternative. I'm honestly concerned Flight Centre will go under and refuse to honour vouchers like Dick Smith did, so I'd much rather the refund, just really sucks we have to lose $300pp for no dang reason other than Flight Centres greed.

        • dazweeja on 19/03/2020 - 19:19

          I think they are probably relying on people paying the cancellation fees at this stage. There might be a bit more pressure later on to change policies, at least with regards to the change fees to use the vouchers, but that will be too late for many.

    • ThePriceIsNotRight on 20/03/2020 - 10:40

      So you said QANTAS AND Emirates have cancelled and refunded? That seems like the most ideal situation yet

      • Alyaeri on 20/03/2020 - 16:38
        +1

        They have both offered a full refund on our flights, it's Flight Centre that are demanding a $600 fee for cancelling. Even though our flights are obviously no longer going ahead. Definitely not an ideal situation.

        • chrisie on 20/03/2020 - 17:19
          +4

          Flight Centre have lost me as a customer.

  • Sweet3st on 19/03/2020 - 20:03
    +2

    I just received an email from Aunt Betty about my mid April Etihad return flights to Europe. ‘Action Required’ the two options offered are 1. Credit Shell credit for 12 months change fees applicable (!) 2. Still wish to travel (!). Can they do this??? Is there any consumer advocacy agency or advice on this because travel consumers are being shafted! DFAT is do not travel and what are the odds of the flights proceeding?

    • chrisie on 19/03/2020 - 20:15

      Have a look above I received the same from BYO Jet.
      This is not a fair offer at all.
      I book the flights on 16/07/2019 by their offer this only gives me credit till 16/07/2020
      "credit that can be used to travel at a later date (up to 12 months after your original booking was created)."

      • dazweeja on 19/03/2020 - 23:23
        +1

        I originally booked on the 10/5/19. No chance Virgin flights will resume before then.

        • chrisie on 20/03/2020 - 06:04
          +1

          Yes I agree with you.
          Received this from Qantas
          "International network changes

          All Qantas and Jetstar international flights from Australia will be suspended from the end of March until at least the end of May 2020. Some additional services may be considered to assist with repatriation. More than 150 aircraft will be grounded during this time, including all of Qantas’ A380s, 747s and B787s."

          I note as to the BYO form there is no date stated to make a choice and to fill this form out by. At this stage I have time on my side as I'm not due to fly out till the middle of May so will not be filling this request from BYO and will see what evolves in the near future.
          If that the way BYO treat their customers they will not get any of my future business.

          • Sweet3st on 20/03/2020 - 10:11

            @chrisie: Agree it’s best not to respond.

          • dazweeja on 20/03/2020 - 12:09
            +2

            @chrisie: I've lodged a complaint with the ACCC as I believe this is a systemic issue with these third-party resellers and they are profiteering from the crisis. Under the current arrangements, every one of their affected customers will have to pay them either a change fee or a cancellation fee even if the airline cancels the flight. Totally unacceptable.

            • chrisie on 20/03/2020 - 13:25

              @dazweeja: I totally agree with you, it's unacceptable what they are trying to pull.
              I had no problem cancelling with full refund the Airbnb bookings for London as well as the hotel booking in Singapore.
              When I get a chance I was going to ring my Travel Insurer and run this past them.
              How long do you think it will take the ACCC to come back to you.
              Please keep me informed.
              Cheers

              • dazweeja on 20/03/2020 - 14:03
                +4

                @chrisie: They say 15 days but that's probably optimistic in these times. I just wanted to make them aware of the issue because this behaviour could easily be construed as profiteering during the crisis, and I thought the ACCC might be interested in that.

                I'll contact my local MP too. When the argument is framed as profiteering - and I think there's a case for that - it might be something they'll be interested in too.

                Maybe even A Current Affair?

                • chrisie on 20/03/2020 - 14:14

                  @dazweeja: Maybe even A Current Affair also talkback radio, letters to the Editor as well as there are a number of programs on SKY TV at night that could be interested.
                  Keep me informed if you need a hand let me know.

                  Ps
                  Spoke with the Travel Insurer not much help at all. They mentioned that I could travel it was up to me they couldn't advise. I could put in a claim for medical expenses if I got the virus but it would be up to them to approve it but they doubt if it would get approved because of the Gov advice not to travel.

            • Alyaeri on 22/03/2020 - 12:50
              +1

              @dazweeja: I also lodged a complaint. They won't get back to us before our flights were scheduled to depart (this Tuesday), but if it adds to the voices and helps everyone else out, then at least I can take solace in that.

  • this is us on 20/03/2020 - 12:20

    I also have flights booked to New Zealand (April) and Tasmania (May).

    I bought them using Expedia as I usually do. I was instructed to wait before contacting Expedia but I believe it's better to wait for them (airlines) to cancel the flight in order to get a full refund rather than cancelling myself and having a credit to spend in 6-12 months.

    The airlines I am dealing with are Qantas/Jetstar (NZ) and Virgin (Tas). If they don't cancel my flights until 72h before the flights, I will contact them.

    I managed to cancel all the hotels in NZ and Tasmania, only one of them (Tasmania) was a bit resistant at the beginning but then accepted the cancellation if I kept the amount as a credit to be used in 12 months. The event I was going in Tasmania was cancelled but I think it's reasonable to cancel and keep the credit. If everyone cancels everything small businesses won't be there in 12 months.

  • jj212 on 20/03/2020 - 21:52
    +1

    I'm in the same boat - Booked my flights to NZ in May through eDreams. Initally was moved from a previously cancelled flight to an earlier day which I was happy with. Now as Qantas have cancelled all international flights I'm going for the full refund. eDreams are not taking calls from anyone if your travel is not within 5 days. I then contacted Qantas who advised a refund was not within my fares terms and conditions.

    I have reviewed the Qantas Conditions of Carriage which states;

    13.1 You will be entitled to a refund if we:
    - make a Significant Change to the scheduled flight time, and we are unable to book you on an alternative flight which is acceptable to you.

    I am trying to get the refund processed before the border is specifically closed to all flights. As flights are still leaving and entering both countires the current situation (cancelled flights) is a pro-active approach to save cash based on reduced demand. Sticking to their guns and only offering credit is a means to stay in business - unfortuantly I'm not willing to risk $1k and have requested a Charge-back through ANZ. It will be internesting to see where I end up!

  • Antares on 21/03/2020 - 01:33
    +4

    As an update, I issued charge backs against flight centre group.

    This afternoon I received a threatening email from flight centre demanding an explanation because they have given me a credit shell.
    They then proceeded to warn me that if I did not pay them, they would send my debt to debt collectors and blacklist me "globally".

    From this, it's pretty obvious they're trying to scare people into not issuing charge backs.
    The "global" blacklist is obvious within their own company, and not actually global anything.

    I hope this type of threatening email doesn't scare other people from issuing charge backs.

    • dazweeja on 21/03/2020 - 11:36

      I wouldn't be surprised if there's a few class actions against these agents when the panic is over.

      • Singu1arity on 21/03/2020 - 14:00
        +1

        That's if they still exist…

    • Alyaeri on 21/03/2020 - 21:07

      I'm tempted to do the same, our flights are on Tuesday so I need to make a call pretty soon as to whether to risk it on credit, or persue a chargeback. Struggling to decide how to move forward, especially with so much money at stake.

  • Chickenleg on 21/03/2020 - 10:15
    +1

    Had holiday package with Singapore Air and accommodation earlier this week through Expedia and they’ve been hopeless. I’ve put in a travel insurance claim to hopefully reclaim some of the money.

  • dazweeja on 21/03/2020 - 11:28

    BYOJet, Aunt Betty, etc, have just dropped their international change fee to $55 from $140 for COVID-19 bookings. That's better but it should be $0 if you just want to use the service that you've already paid for.

  • Sweet3st on 21/03/2020 - 12:23

    Does anyone know how to find your flight category (Etihad economy) and the fare rules that apply from the booking reference? Aunt Betty has never provided this information about my flights. I contacted them ages ago but no reply.

  • morebunnings on 21/03/2020 - 18:41

    Booked through Aunt Betty, so looks like I'll be in for a $300 cancellation fee. complete bullshit. Fortunately Air Canada have just changed their credit from having to fly by the end of the year to fly within 24 months, so should be able to change flights instead now.

  • watwatwat on 21/03/2020 - 22:28
    +1

    I am also in an awkward position with a dodgy online travel agent. Apparently their policy is that if an airline cancels a flight, they will apply a >=$100 fee per ticket to the refund.

    Like the comment earlier, I don't see how this could be legal. I paid for a service. Due to no fault of my own, they decided to cancel it. And they give me back most of my money?? That makes no sense. But at this point, I feel like there is a risk these companies will go bankrupt and then you'll get nothing.

    • dazweeja on 22/03/2020 - 00:59
      +1

      It's probably not going to make much of a difference in the short term but it might be worth reporting a consumer issue with the ACCC so that they are held to account later. I have.

  • chrisie on 22/03/2020 - 16:53

    Latest news from [email protected] for those transiting through Singapore as I read it..

    "Singapore

    Effective from 2359hours (Singapore time) on 23 March, Singapore will not permit entry or transit through Singapore for any short-term visitors from anywhere in the world. Until then, all travellers entering Singapore from all locations, including tourists and residents, will be issued with a 14-day stay-at-home notice (SHN). Short term visitors who have travelled to China, France, Germany, Iran, Italy, South Korea or Spain in the past 14 days, won't be permitted to transit or enter Singapore. Contact the nearest embassy or consulate of Singapore for details and monitor the Singaporean Ministry of Health website for developments. Expect additional health screening at borders. Travellers who do not comply with a request to be tested may be denied entry to Singapore. Check with your airline or tour operator for the latest update.
    We now advise you to:
    Do not travel to Singapore."

  • valium on 23/03/2020 - 21:42

    Has anyone been successful in reaching Gotogate? I have requested for cancellation/refund which my airline allows however Gotogate has been unresponsive - both email and by phone (their phone lines have been disconnected)

    • suudo on 24/03/2020 - 16:09

      Think they also run au.mytrip.com since they have the same phone number . no response yet ..

  • watwatwat on 24/03/2020 - 17:03

    Luckily I have been able to initiate chargeback against an online travel agent. May the best man win.

    • valium on 24/03/2020 - 22:56

      Did you initiate it against Gotogate? How do you go about doing that? Do I need to provide the credit card company with proof of them not being responsive?

  • spearmint on 25/03/2020 - 18:08

    Similar story here. I booked my return air-tickets to Japan via AuntBetty. Airlines in All Nippon Airlines (ANA). In a conversation with ANA, I was told that they are refunding in full. But this low-life agent wants to keep the money refunded by the airlines. Not only cancellation charge, the greedy bugger wants to keep it in whole. As few have already mentioned above, they are giving me 2 options
    1. Credit shell, which I have to use it by 1 year from my booking date (I booked in Nov 2019)
    2. Still wish to travel
    How can they even give an option to "still wish to travel" Do we even have law in our country? Is there nobody who look after these kind of extortion? They don't take phone calls and they don't receive emails (they removed email from their website)

    • Sweet3st on 25/03/2020 - 18:14

      The ACCC has set up a special taskforce to investigate COVID 19 rorts. Make a complaint.

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