Aunt Betty Reviews 24,600

Booked flights through Aunt Betty and had a very frustrating experience.

I paid in full and received a confirmation email showing my seat selection was confirmed in December 2025. Naturally, I assumed everything had been properly handled. However, when I went to check in online April 2026, my seat had disappeared.

After contacting Malaysia Airlines directly, I was told the seat had been cancelled due to non-payment — which directly contradicts what Aunt Betty told me. Aunt Betty later claimed the seat was never available when sent to the airline, so I received two completely different explanations for the same issue.

On top of that, I spent around 7 hours on hold trying to resolve this, was transferred multiple times, and even had incorrect notes added to my case saying I was requesting a refund (which I was not).

At no point was I proactively informed of any issue with my seat. I only discovered the problem at check-in, when options were already very limited.

In the end, I’m left with a middle seat on an 8hr flight, and no clear accountability from the agent. They gave a refund of $35 for my seat which I booked in December 2025, no where near enough money now to select a new seat on this flight which is $150+. Aunt Betty refused to compensate for this.

Overall, very poor communication, lack of transparency, and extremely time-consuming to deal with. I would never recommend booking through Aunt Betty based on this experience.

3 hour wait on phone or 4 hour wait on chat line. I cancelled and have email confirming cancellation, however they forgot to tell the airline who then regarded us as a no show. Call centres are all based overseas with not much English comprehension, so is difficult to understand on both sides. Next time will book directly with airline. My life is too short to thru this sh*t. ....I have spent another 8 hours on this with no result so my review stands

If I could give less stars I would.
The customer service is non exsitant, The email request and functions on the website to update your information or request information does not work, and you will sit on hold for hours while they ignore you.
I have had to go to my bank to do a charge back and believe this site is a scam

Quick to take your money but not so quick to return it after being on hold twice. The first time 2 hours the second time almost 3 hours they told me my refund will take 12 weeks. DO NOT RECOMMEND

Spent 4 hours on hold, no human interaction whatsoever. Had to cancel return flight as it was no longer needed and well ahead of time to cancel it, but no one responds to the call number.
I understand that wait times can be a lot longer than usual due to what’s happening in the Middle East etc. But I even tried the “Live Chat and Email assistance services” no response.
I would like to give a better review but when it comes to anything that would require contact there doesn’t seem to be any and spending so many hours on hold is ridiculous, a call back or other means to effectively resolve any issue not just with me but others would be great but it is what it is.

Worst customer care service even in emergency .
There is no real support from the company . Call waiting time is unlimited . I cancelled the call after 2 hrs waiting so I don't know whether they actually pickup the phone or not . Chat wating time given to me is 334 mins :) .
They just informed me over an email that one leg of my flight has been cancelled . after that no support ,

never got a confirmation email for my $800 flight, had to file a claim with PayPal to get the money back. they resolved it quickly

Always reasonable price and really good service 👌🏻👌🏻

I paid for seat selection, but when I got on my flight I had a different seat (not aisle). I tried to contact them multiple times during my trip to make sure my return flight seats were booked and to get a refund for my original flight seat selection fee, but got no response. Their “live chat” had wait times of 250 minutes, and when I came back later to check, my original chat had disappeared. So much for live. I tried to contact them multiple times, to no avail. Truly the worst service I’ve had. Don’t bother booking with them, if anything at all goes wrong with your flight, you won’t be able to get in touch with them.

I could not type my full name as per the passport. This was mentioned in an earlier booking as well.
Also there is no provision for choosing meal. Vegetarians like me have a hard time sitting through the long flights. The airline does not permit meal selection, due to the ticket being issued by an external agency.

Try cancel a ticket?! It is a nightmare - starts with a 2hr wait on a call, numerous mails and finally when you do get someone on the line it is 10min and done. Appreciate that Mei did a great job, but waiting 2hrs and not able to cancel my flights through "Managing my Booking" is not practical - it is frustrating..!

Easy and quick. Competitive price

My air ticket has a name mistake with one letter extra. It already takes me more than 6 hours call. This morning, another experience with Aunt Betty's back support. It takes over one hour to get the call connected; the voice comes from another side of the world. After a few simple questions, she put me on hold. 8 minutes later, she comes back, and I can hear her voice clearly, but the other side sounds like or pretend unable to hear me and keep saying hello, hello, and then hang up. I have been waiting for this call for 75 minutes, and nothing has been solved.
I made a second call. After 105 minutes, it got through, and I was told that they are going to forward my details to the airline straight away. This promise had been made to me on the 7th of April. This is the second time. I called the airline again after 30 minutes. Again, it was another lie. The airline told me that if they sent it, it should be in the same step. The airline did not receive the document as Aunt Betty had promised to do. I then call Aunt Betty again. I waited for 2 hours, and they hung up again. What a nice service!

Edit: how can I give you my booking number? I've been trying to get help from you for almost a month and I've just been lied to over and over. There's no DM on trustpilot either, should I write my booking number here for the world to see? Provide some real options please.

Cheap with paypal free fee

You literally cannot contact Aunt Betty once they have your money. After trying to contact them because of an emirates flight being cancelled for more than a week, I am now counting down the days until I am literally stuck not being able to get home. You wait for 2 hours on the phone and not get an answer and their online chat has a wait time of 5 hours, then when you finally get someone the session drops out. They are part of the Flight Centre Group so avoid any company that has anything to do with them (BYOJet and Flightcentre itself)

I booked a Melbourne to Seoul flight through Aunt Betty (Booking ref: ABY36488199 / MWVPX7) with the following itinerary:

HX36: Melbourne 12:00pm → Hong Kong 7:40pm (Apr 25)
HX626: Hong Kong 8:50pm → Seoul 1:30am (Apr 26)
Hong Kong Airlines changed HX626 to HX628 which departs at 08:55am — nearly 11 hours BEFORE my connecting flight even lands in Hong Kong. This makes my entire trip completely impossible.

I have been trying to reach Aunt Betty for hours with ZERO response:

Live chat: 320+ minutes wait
Phone: 2+ hours on hold, no answer
Hong Kong Airlines self-service: error — directed back to travel agent
To make matters worse, Aunt Betty's website still shows the original flight time — meaning other customers are being misled with incorrect information right now.

My flight is on April 25, 2026 — less than 2 weeks away and I have received absolutely no assistance. This is a schedule change made by the airline, not by me — under Aunt Betty's own Terms & Conditions (Section 11), I am entitled to a free rebook or full refund with no cancellation fees.

I need someone with actual authority to contact me IMMEDIATELY to rebook my entire itinerary. This is completely unacceptable and potentially in breach of Australian Consumer Law.

Disgraceful. Not answer emails. Flight changed understand Airline change. Notification . Reply to Notification as told mandatory otherwise possible loss of flight. Send 6 emails and another 2 No replies regards to flight change. Not answer phone. This company is poorly run

Excellent booking process, easy to use and great price