Need to contact Aunt Betty and make sure they reply?
Aunt Betty customer support overview
Aunt Betty is an Australian online travel agency backed by the Flight Centre Travel Group. Known for competitive fares and quick e-ticket confirmations, the brand holds a strong 4.1/5 “Great” Trustpilot rating from over 20,000 reviews.
Support is available 24/7 via a call centre, plus through email, online forms, and an extensive FAQ section. Many customers praise Aunt Betty for its user-friendly booking platform, transparent pricing, and fast ticketing. While most bookings run smoothly, support is there to help when things go wrong, such as cancellations or refunds.
Importantly, Aunt Betty’s team actively responds to negative reviews, showing a commitment to resolving problems.
Common Aunt Betty customer issues and complaints
Like all travel agencies, Aunt Betty sees recurring issues:
- Refund delays – customers often wait up to 12 weeks for airline refunds, especially after cancellations.
- Communication gaps – reports of long hold times, scripted responses, or lack of proactive updates on schedule changes.
- Extra fees – charges for changes/cancellations ($75 domestic, $140–$250 international) and add-ons like baggage catch some off guard.
- Change & cancellation handling – customers felt Aunt Betty sometimes took a “hands-off” approach, leaving them to liaise with airlines directly.
These complaints mainly arise in complex cases. Routine bookings and straightforward trips usually proceed smoothly.
How to contact Aunt Betty customer support
You’ve got multiple options to reach Aunt Betty:
- Help Centre/FAQs: Check the FAQ section for answers to common questions like tickets, baggage, and cancellations.
- Online Contact Form: Submit requests via the Contact Us page. Select an enquiry type (e.g. “Cancel booking” or “Check refund status”) and enter your ABY booking reference.
- Email: Send queries to assist@auntbetty.com with booking details. Best for non-urgent requests.
- Phone Hotline: Call +61 2 8357 1165 (24/7 in Australia). International travellers can use local numbers listed on the Contact page.
- Manage Booking: Use the link in your e-ticket confirmation to check details, add baggage, or update info.
- Social Media: Follow Aunt Betty on Facebook for updates during disruptions. Not an official support channel.
- Travel Insurance: If purchased through Aunt Betty, check your XCover documents for separate emergency contacts.
💡 Tip: Always have your booking reference handy. For urgent travel issues, calling is the fastest option.
Aunt Betty key customer policies: refunds, returns, cancellations and more
- Cancellations/Changes: Allowed per airline rules + Aunt Betty fees ($75 domestic; $140 change / $250 cancel for international bookings).
- Refunds: Processed only after the airline releases funds. Standard wait time: up to 12 weeks (or faster with Priority Support add-ons).
- Price Match: No price-match guarantee. Bookings are locked at the price paid.
- Warranty/Consumer Rights: Covered by Australian Consumer Law – if tickets aren’t issued or service isn’t provided, customers are entitled to a remedy.
- Ticket Delivery: All tickets delivered electronically by email, usually within 24 hours.
Aunt Betty complaints submitted through Ajust
I paid to reserve seats for my family and only found out later they weren’t actually confirmed. With long international flights coming up, I urgently contacted Aunt Betty because travelling separately from my teenage daughters wasn’t okay for us. I reached out expecting clarity and reassurance, but instead I was left waiting for answers while our travel dates got closer, which made the whole situation far more stressful than it needed to be. - Santosh
When my booking couldn’t be found at the airport, I spent over six hours trying to contact Aunt Betty for help. I was transferred repeatedly, made more than a dozen calls, and still couldn’t get a clear answer or resolution. Being unable to reach someone who could actually take ownership of the issue left me stranded, out of pocket, and feeling completely unsupported when I needed urgent assistance. - Paulo
I tried to contact Aunt Betty multiple times after my flight was delayed and I missed a connection, but their online contact form didn’t work and I couldn’t reach anyone by phone. With no way to get help, I had to buy a new ticket myself just to continue my trip. The lack of a functioning contact channel made an already stressful situation far worse. - Ylva
I contacted Aunt Betty after discovering the baggage allowance shown at booking wasn’t actually attached to our tickets. I was told it was a system error and promised a follow-up, but no one ever got back to me. With a family trip and a wedding coming up, being unable to get clear answers or support after reaching out left us stressed and facing unexpected costs we shouldn’t have had to cover. - Josh
Recent experiences with Aunt Betty customer service
Positive: Many travellers describe seamless bookings with instant confirmations and helpful call-centre agents verifying seat selections.
Negative: Customers report slow refunds after cancellations, sometimes waiting months. In emergencies, some had to buy replacement flights while waiting.
Frustrating: Complex change requests saw high fees and rigid policies, though persistence (or contacting the airline directly) often resolved issues
Official Aunt Betty Customer Service Links & Contact Information
- Contact Page: auntbetty.com/contact-us
- 24/7 Hotline (Australia): +61 2 8357 1165
- Customer Support Email: assist@auntbetty.com
- Help & FAQs: auntbetty.com/help
- Terms & Conditions: auntbetty.com/terms
- Refund Status: Use “Check refund status” via the contact form
- Social Media: Aunt Betty Facebook
Aunt Betty Contact FAQs
How long do Aunt Betty refunds usually take after a cancellation?
Aunt Betty refunds typically take up to 12 weeks because they can only be processed after the airline releases the funds. This delay is common across online travel agencies, especially for cancelled flights. If your refund is taking longer, it’s usually due to airline backlogs rather than Aunt Betty holding the money. You can check progress using the “Check refund status” option in the contact form or follow up with your booking reference ready to avoid extra delays.
What’s the fastest way to contact Aunt Betty customer support for urgent travel issues?
Calling Aunt Betty’s 24/7 phone hotline is the fastest way to get help with urgent booking or travel problems. Phone support is best for same-day travel issues, cancellations, or sudden schedule changes where email responses may be too slow. Have your ABY booking reference ready to speed things up. Online forms and email work well for non-urgent requests, but they’re better suited to refunds, documentation, or general enquiries.
Why does Aunt Betty charge change and cancellation fees on top of airline rules?
Aunt Betty charges service fees because it acts as an intermediary managing changes and cancellations with airlines. These fees are separate from airline penalties and cover the administration involved in modifying bookings. Domestic changes usually cost $75, while international changes or cancellations range from $140 to $250. Knowing this upfront helps avoid surprises, especially if your plans aren’t locked in when booking cheaper fares.
Is Aunt Betty reliable if something goes wrong with your booking?
Aunt Betty is generally reliable, especially for straightforward bookings, with support available when issues arise. Most customers report smooth bookings and fast e-ticket delivery, but problems can occur with complex changes or refunds. The company actively responds to negative reviews and offers multiple support channels, which shows a willingness to resolve issues. Persistence and using the right contact method often leads to better outcomes in tougher cases.
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