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Recent reviews

KD

KD

Rated 1 out of 5 stars

Our flights were disrupted due to the Middle East conflict and cancelled by the airline. The individual people were as helpful as they could possibly be, however the processes that are currently in place are not robust enough when handling airline cancellations. I spent upwards of 5 hours on hold multiple times over several months chasing up a refund for my tickets, and then had to follow up for the seats to be refunded separately. I was told the refund would take a minimum of 12 weeks (which was accurate, but ridiculous). The people I spoke to often said different and conflicting things. I was told I would be contacted by email multiple times and this was not done, which led to me needing to contact them back about the same issues and being told the same thing. They said that all the notes of my numerous phone calls were kept under my booking reference number but this was obviously not the case because from one phone call to the next, the person I spoke to was not able to tell me what had happened with the process of refund approvals. I often felt I was not being taken seriously, and that the people I spoke to did not know what they needed to be doing. Overall it was a bad experience. I think companies show their true colours in challenging times, and it tests whether their systems and policies for situations work efficient. This was not a great reflection on Aunt Betty. I would not recommend them even on the off chance that something would go wrong on the airline’s end. They do not work to help the clients, but to make processes as challenging as possible. The hold music will haunt my dreams.