Webjet.co.nz Arvostelua 137

Cancelled our flight on Etihad…..our choice but Webjet kept their commission saying it was non refundable. Also had to pay their price hold fee. We just booked straight away with no price hold.
Also they gave out passenger details to a third party which is in breach of the law unless that third party was the Police which they were not. BIG SECURITY BREACH.

Horrible experience spanning 2 years! Never booking with Webjet again!!

I had to cancel flights in June 2021, the day before flight was due to leave, due to boarders being closed.
It was a nightmare to call to cancel the flight as was on hold for over 3 hrs until it got to late so I messaged on the website with no response. Finally tried again the next day but by this time flight had left and "apparently" I was on it!?

Took numerous calls/emails over the coming weeks until I finally got verbal confirmation it was cancelled and a credit would be issued for both flights. Nothing in writing.

Come early 2022 I was thinking of using my credits so spent many hrs calling/emailing to get the credits sent to me by email. They were able to give me credit for my AirNZ flight but not the Quantas one (the one I apparently went on!). Finally got it after many days but decided to hold off on booking as fell pregnant. At least I have this in writing now for when its needed.

Dec2022 I am ready to use my credit and add an infant to booking. Was able to do so online which was quite easy however after 2 weeks I had not received the confirmation email!

Followed up by call (as dont bother with online messaging anymore, never get a response) and was told that the airlines hadnt released the flights to Webjet yet (despite the flights being visible online to book)

Another week passed, called again. AirNZ flight was there but not Quantas. This lady was extremely rude telling me "How can I email Qantas when I am on the phone with you!?" when I asked if she could give me a timeframe. She wouldn't give me an ETA on when I should expect a response so I told her I'd call back in 2 days.

2 days passed so I called back. Flights were available (were they waiting for me to call before they did something about this?). So transferred to booking team to book them.

This lady was very friendly but I felt for her as sounds like the booking system is shocking!
She had to manually add my daughter to the bookings and sucessfully did one, but the other wouldnt work. Apparently a system error that they get often. This was escalated to HO to fix.

Another week, called and same response. Still with HO. Told I would get a call the week after xmas with an update. This didnt happen.

And now today, mid-Jan, I call to check. The error had been resolved late Dec (again, what are they doing when errors are resolved? just waiting for their clients to follow up again?).

Thankfully all booked now after a month and a half of phone calls. Hoping there are no issues when it comes to checking in!!

Lastly, they ask you to take a survey after the phone call but the questions are very much about the person you spoke to, not the actual service from the company.
Most of the time I have felt that each person on the phone was doing their best (apart from that one lady who suprisingly never asked me for a survey) however the system they have to work with and the poor communication between Webjet and airlines doesnt make their job easy.

Its not fair to give the person a 1 for service as its not their fault they have a poor system. But they dont ask you to rank the overall webjet experience 1-10.

So here I am. A "1" for Webjet. Never again!!

Absolutely rubbish company. Incredibly slow to respond. Go back on their word. Very unprofessional and don't care about their customers at all.

In 2022 we had a sudden death in the family and had to change flights. Via email they told us they could hold our original flights in credit, which we were happy with. Then a couple of days later they told us they couldn't, and that the previous customer support rep got it wrong. I then had a lengthly phone call in which they eventually decided to honour their original offer and hold our flights in credit.

Now in 2023, when I'm trying to use the credits to book new flights, they're telling me that they can only be used for 2 of the passengers in our party. This is the absolutely worst company to deal with. They have no idea what's going on, and apparently have no system for keeping track of communications with customers.

Will never book with webjet again.

Its ghastly - my flight to melbourne had to be cancelled re my Father dying - and there was absolutely no way to get hold of them - i was on hold for 4 seperate occasions, one being for 3 hours - this was phone, email and live support - as a result i simply gave up. Lost $600 in the process. Is this the worst company in ANZ??? i think so...

I would have given no starts if it was possible. This place is an absolute scam. Please don't waste your money. They say that your ticket is booked but they will cancel your ticket at the last minute without any notice and your money will never ever get refunded. They are running a scam and people should file an official complaint against this scam.
My ticket was cancelled at the last minute by webjet and I never even received an email regarding my cancellation. I had to find another ticket at the last minute paying a huge sum of amount. Webjet never refunded my money which is close to $2000. This place should be shut down by the government.

Dont ever book your flight with webjet. They wont help you if anything happend with flights . They were not even guarntee your money

Oh no. I have just booked 6 flights throughout Europe and Asia. I’m feeling sick to my stomach now after reading the comments. I so hope my flights are ok. Is there anyway to check before?

If I could give a zero I would. I cancelled a flight through them that was promised to become a credit. this was done over the phone so they said they'd email me the details once hanging up. since then I have spent hours on the phone with them and each time I hear the same story but no evidence of my credit. My money is LOST.... don't expect a genuine or caring service from them, they just want your Money. Worth going direct with the airline and avoiding this website all together! so messy and untrustworthy

I bought three tickets for Etihad airways flights through Webjet. On the 23rd of August, Etihad cancelled two legs of their flight. On the 24th of August, I logged a flight change request through Webjet's system and got an automated response saying it was received. Two weeks later, I got another email saying that they were now liaising with Etihad to change my flights. It took them two whole weeks to just start the process. A month later, I had heard nothing in response and I got in contact with Webjet, asking what was taking so long, and reminding them that Etihad allows only 2 months to change flights. It had been 1 month and 2 weeks at this time. A week later, they get back to me, saying that there were no available replacement flights. If they had processed my request immediately, and actually contacted Etihad airways to change flights, they would have been able to rebook that flight no problem. But they waited over a month to address the issue, and at that point there were no longer any replacement flights available.
As a result, I had to cancel all my flights, because buying new tickets at this point was much too expensive. So now my brother can't visit my grandmother, who is old and really unwell. This is probably my last chance to visit my family, and my brother is missing his.
Then the cancellation process. I asked for a refund on the 20th of October (because it has been 2 whole months at this point). After three weeks of not hearing back, I engaged them through their online chat option (because they don't respond to emails and don't take phone calls unless you have a flight the next day, so you have to wait on the online chat screen until someone eventually gets to you. This can take upwards of an hour). Turns out they had not even started the cancellation process yet. After this conversation, I got an email saying that the cancellation process has been started. Finally. 3 weeks later, I got an email saying they had my money, and a few days after that, I finally got my receipt.
Now I can buy new tickets (almost 4 months after I first booked flights) for a different period of time, since it would be too expensive otherwise. My brother can no longer join me on this trip because he has university to attend, and I have to cancel a whole bunch of planned accommodation and events because my travel times changes.

TLDR: It was a horrible experience dealing with Webjet. They are extremely difficult to get hold of and they take way too long to get started on your requests. They don't seem to care for urgency.

**Do not use Webjet, New Zealand** we booked a hotel through this website which ended up being cancelled. The hotel were great and authorised the refund but Webjet was a whole different story. Poor service from start to finish, incorrect information, stalling, delays, excuses. And we still don’t have any refund. Avoid them at all costs.

Booked tickets online with webjet to fly with AirCathway and was informed at the airport during check in that webjet had canceled my ticket even though they had already taken the money, sent the receipt and itinerary. AirCathway could not understand why either. I had to pay for a new ticket and now webjet is making it extremely difficult to get back the money they have stolen from us, they tried to blame AirCathway and are trying their hardest to keep our money. They are disgusting and unprofessional. I had just flowen over 30 hours with various airlines around the world with no problem, I finally get home, book a ticket to my home town and get screwed over! Good way to represent NZ Webjet. Give us our money back you thieving rats!

I would give them no stars if that was an option. DO NOT BOOK THROUGH THIS COMPANY. My brothers flight with jetstar was canceled in July this year (Not webjets fault) the flight was canceled the morning of which was the 7th, Jetstar sent webjet the money on the 9th of July we are now at the 22nd of November and we still do not have our refund even though we had to book another flight and pay more that same day and have had contact with both companies. You also dont get your full fare back from Webjet. Because i did the booking etc I was the one to deal with all of this. Absolute waste of time.

I got covid and just wanted to credit my flights but I sat on the phone for an hour and a half getting out on hold every time I asked a question and then they would come back with a weird way around answering. They said I could change my flights but not credit and then I started that process and it was an absolute hassle and they were not helpful at all

Booked my flights to the US and back via Webjet as they had the lowest fares when I was planning my trip. I nearly didn't book with them and paid more due to the numerous bad reviews they received (which all appear to be during the height of the pandemic when all airlines and agents were struggling to keep up with cancellations etc). Anyway - super happy and had no issues with this company. Will def use again.

I booked a return flight from NZ to UK for a price that seemed rather unexplainably cheap. Once Webjet deducted the money, their website prompted that, this booking is Will be done manually and one of their staff will contact me within 48 hours. I get a call from them with in 24 hour! The operator was polite and advised to me that it was a glitch in their system and the actual price of that flight is much higher. He then went on and told me, since they advertised the flight (even though it was wrong) they will honour it. So I ended up getting a $2900 flight for less than $2000!! Happy days! Not to mention that it was impressive of them to call me within 24 hours and deal with the situation.

I'm a frequent Business Class ticket purchaser from Webjet NZ. Possibly no longer. Naturally long haul BC ticket prices are currently eye watering, but what I didn't expect is during the booking / payment process. It's a lot of information to process when you're spending over $11,000NZD, you HAVE to get it right. So what Webjet does is wait until practically the very last moment in the booking process to advise you of their $80 booking fee or whatever it was, but then even more egregiously, some $230 in credit card fees. PayPal etc, even higher. Are you allowed to do a bank transfer ? No. Debit card ? No. I don't know who is worse, WebJet or the CC provider. The transaction cost to them is exactly the same be it $30 or $3000 for a flight. Will be looking elsewhere next time, I don't mind reasonable fees, but $300+ is a rort.

DO NOT USE THIS SERVICE. Just go direct to the airline. I will never use webjet again.

For months, I have tried to contact Web Jet to use my credit and they still have not been able provide me with any answers. Waiting on the line when i ring takes hours and i have been doing this for months since June it's now September and I still have not received any information regarding my enquiry even after discussing it with multiple people. It has been a total NIGHTMARE!!! and I recommend you AVOID them!!!

AVOID AT ALL COSTS PLEASE! WORST EXPERIENCE - even above losing luggage. PLEASE NEVER buy via their website, PLEASE save yourself the extra stress and hassle and just purchase directly with the airline. There is a reason their stars are so bad. Even for flight price comparison use SKY SCANNER instead! I am your typical overthinker who REVIEWS EVERYTHING but this one time was in a rush and a colleague said try Webjet to see cheap flights and to save time can buy via their site also only to regret it.

Booked a return ticket via their website for my elderly mother, they took the money for the booking and sent itinerary and confirmation, only for my mother to turn up at the airport and not be able to board the flight due to Webjet not having paid the ticket. My Mum is calling me while I'm at work panicking terribly because they can't let her on the flight - even with the flight and itinerary confirmation from Webjet because WEBJET HAVE NOT PAID so they took the money from us and sent us itinerary confirmation etc. but have not actually handed the money over to the airline. This meant we needed to purchase a new ticket to get my mother on the same flight for the event she was going to to get there in time (thankfully they had seats available still and also thankful we had the money to do so) but also meant we had to go out of our way to try sort the original ticket with Webjet. The ticketing agent at the airport from Air NZ was very empathetic and advised this is a COMMON issue with Webjet, people turning up with confirmations of bookings that Webjet had not actually paid for and so these poor people have had to purchase new tickets via the airline's original page or miss the flight and wait until Webjet sorted it. Not to mention the wait times for calls are ridiculous, YOU NEED TO CAL AUSTRALIA AND you literally have to pay to get on the flight or miss out because there is NO CHANCE of you getting through to Webjet before check-in closes. Imagine this happening if you are going for a funeral and the seats sell out while youre at the airport or you dont have the extra funds to purchase an extra ticket last minute while you are waiting for Webjet?

EDIT - the ticket was a return, when sorting the departure ticket, Webjet agreed to refund the departure ticket for the flight we missed, BUT GET THIS - Webjet employee realized the return ticket was also not processed and says he will process the return ticket, when he goes to process it he then says the original price they CONFIRMED VIA THE ITINERARY is sold out and so the next available seats are an extra $40 - he purchases this ticket and then says he will take the extra $40 OUT OF THE REFUND FOR OUR DEPARTURE TICKET? So we have been refunded for the original departure ticket, but since the new ticket cost an extra $40, he will be charging us for it.

The employee then admits Webjet sells us seats that are already sold out and conveniently there is no way to escalate the matter or speak to a manager because as per typical call centres "manager is unavailable and you can't wait for one to become free".

HOW IS THIS LEGAL??? How can they sell us a product, take our money, and find out that since they hadn't actually "processed" the order aka handed over the money to the airline for our seats, that means we will have to get on new flights/get new seats but then CHARGE US for the extra cost???

20th July 2022 I went onto Web Jet's manage by booking site to use part of my credits to go to my Uncles 95th Birthday. They started off by wanting extra money, but I had more than enough credits to pay for the fares. Now they are refusing to reply to my emails. NEVER EVER BOOK THROUGH Web Jet.