TravelOnline Reviews 

Where do I begin…. My wife booked a holiday with these clowns two years ago to go to Day Dream Is. for a holiday with our grandkids, Covid came, everything cancelled, told we would get a refund less charges, copped that on the chin ( to this day we are still owed monies) wife took credits and purchased a trip for our grandkids Bali to Brisbane we paid for unaccompanied minors to only get to the airport on New Year’s Eve and when arrived only to be told that our fees had been paid for by us but not processed by TRAVEL ONLINE to the airline kids we’re flying with, hence ( so glad we got to the airport 3 hours before departure) we had to redo all paperwork and had to pay ( unaccompanied minors fees ) a second time, we were there for 2 hours and 15 mins with two very upset girls and two very stressed out grandparents. Thank you TRAVEL ONLINE for that . If I can stop at least one person/family from using these clowns I’m happy. I was trying to do NO STARS for review but wouldn’t let me .

booked a holiday with Travelonline for next March. Contacted them regarding change of return date as wanting to stay a couple of extra days in another resort ( not sold by them). I was origanally told no problem they could manipulate the booking to suit so us so I booked other accommodation and advised travelonline only to be then told it would be an additional $739.00 to do this.. not feasible so then had to cancel 2nd booking at my cost even though was told originally there was no issue and no mention of additional cost which would be applied. Very disappointed and wont be booking through them next time.

I booked a Holiday through TravelOnline during Covid. I had to cancel my Trip due to catching Covid in December 2021 and when trying to re-book I was genuinely empathetic that they were overloaded with queries vs Staff, however it is now 9 months later and still they do not respond. After trying to rebook my Trip through them several times, I ended up calling Hamilton Island myself and sending them the updated itinerary because they took over 7 working days to respond. If I had waited for them I would have lost my selected dates due to scarce availability on the Island. Now being at my Hotel and having tried to reach them to get my credit applied to my Hotel which exceeds $1000 they are not responding and nor do they have an “Emergency” number. They suggest you use their email outside of Monday -Friday 8:00am- 4:00pm working hours. So effectively holding my money randsom which they were supposed to apply to my booking as credit for incidentals. I’ve left several voice messages and an email and no response. You would think that they would at least triage between emergency calls vs bookings? I would not book with them again. Given the Travel Industry was so hard hit you would think they would value our Business. I am very disappointed given I spent a large sum with them.

This company is a nightmare to deal with, Still trying to get my money back from a trip they booked with Garuda that didn’t happen. Paid for flights and now Garuda no longer fly out of Perth so I’m stuffed. Was promised a refund but that is a no show and it’s been over 1 year, now no response ???? Pack of clowns and my advice is to book direct with any accomodation or airline. Not through these third party middleman. These guys will leave you high and dry !!!

HORRENDOUS COMPANY!

Disgrace of a company! I’ve never been treated so bad! I recently rebooked a holiday with this company using credit which they’ve held onto from a covid cancelled holiday over 2 years ago, trying to get this organised was nothing short of a nightmare! Firstly they booked us into the wrong resort, then they got my daughters name wrong on the airline ticket, mistakes get made but the problem was trying to get them to fix their mistakes! When you call them it’s just an answering machine which tells you to leave a message, it takes 3 days to get a return call and it was always someone from the wrong department calling you back (after leaving a detailed message) then they would tell you someone from the right department would call you back….. 3 days later someone from the ‘wrong’ department again would call you back and say how can I help you?? This went on for nearly two very frustrating months, they tried to blame me, they tried to blame covid, they tried blaming everyone but themselves, while all this was happening my airline changed my flight multiple times which I only found out because I was keeping an eye on their website, as my agent they should of been keeping me informed of any changes to my flights instead they just blamed the airline. They also should of informed me of the process of getting into Malaysia, apps required due to covid etc, instead they just blame Malaysia! This is why you use an agent! They’re meant to make you’re holiday run smoothly, this was by far the worst experience I’ve ever had trying to book a holiday and if anybody is thinking of using this shambolic company then I’ll give you one word of advice, RUN…… look below for the generic response I’ll receive! Absolute shambles of a company!!!!!

I have been trying to book a trip for 3 parties with a credit we have with travel online for the past 2 months with they have only replied once and called once after waiting 2 weeks for a call back to be told that they didn't have my email. This has been going on since 2019 and now I am getting extremely frustrated. I am no going to go to the ACCC to try to get a refund of the credit and the airline credits transferred to us so we can book our own holiday which will be quicker. I understand that people maybe short staffed but that's not an excuse to provide very bad customer service to people who are waiting to book.

Booked a holiday with this company, paid the requested money. Arrived at our destination to find that Travel Online did not book the tours that we had paid for. Sent an urgent email, left messages on the phone for an urgent reply- No response.
Have requested a refund several times, advised on bank details and after more than two months, still no refund.
Do not book with this company.

Booked a holiday package from Travel for $4170 online 2 years ago then COVID hit. Advised by Travel online that the amount could not be refunded as it was held by the resort and the amount would be transferred into credit. Fast forward two years and we plan to go to Fiji again and advised we need we need to pay an extra $1800 no reason given. After several phone calls and emails and repeating ourselves (different person every time) we get feedback that its related to our son turning 13 and charged as a full adult. That was fine we paid the extra $1800. We assume all is fine however we are now 3 weeks in before the holiday date and no flight itinerary. (we have tried contacting Travel online for 2 weeks with no response) finally today we get a call back saying that they assumed we received the Itinerary as its automatically email ? (W T F) Excuse provided is we are under staff. They look into our records and advise oh virgin have changed the dates and now we are flying into Brisbane one day earlier and unfortunately you need to arrange accommodation. I asked why this isn't covered by Virgin and the reply is we are not the only people in this situation and we have our hands tied you need to contact Virgin. At this point I lost it what a load of croc. What type of service is this, absolute bull service. I asked for a refund and the agent was so arrogant to say this does not make sense you are clearly angry if you cancel you will get credit again and lose your booking. This is the worst service I've used and will never use or recommend them. The feedback on their site is all fake. I am now considering cancelling the whole thing and taking this to Consumer affairs'. How can a travel agency treat customer so badly after I've paid in full. Absolute disgrace, buyers beware avoid this company at all costs.

I have previously booked with Travelonline and not had any problems but my last experience has left such a bad taste that I will avoid them in the future.
We had booked flights and Fiji cruise over two years ago and paid ~$1700 deposit and then COVID hit. Travelonline advised a credit was offered by Qantas as the deposit was apparently for the flight component of our package. As no other option was offered I felt I had no choice but to accept. Fast forward to today and I am still requesting that my credit be converted to a refund. Travelonline refuse to give me a refund as they say that Qantas are holding the money not them. As far as I am concerned Travelonline should be acting as my agent and requesting my money back from Qantas so they can return it to me instead of blaming Qantas and (seemingly) not doing anything about it. I would appreciate your feedback.
—————————
Updated: I have been asked to provide a reference number but do not want to post that in a public forum. Is there another way I can give that information?

My advice, do NOT use this site! Extremely poor customer service, initial costs of holiday have now blown out unbelievably and we have probably ended up paying twice as much compared to if we had just booked it ourselves. They are almost impossible to contact, waiting days for a response to emails and phone calls.Extremely disappointed in the whole experience and would never recommend this company to anybody 😕

Perfect holiday and great company, HIGHLY RECOMMEND!
Lisa was super accommodating to any changes we needed to make and helped us find the best deal.
She was just fantastic and helped us choose the perfect resort in Fiji for all our needs. Everything promised was delivered. Airport transfers, all the bonuses etc. would definitely recommend and will use again!

A really disappointing experience with this company.
We had booked accommodation over two years ago in Bali ($2000) and then COVID hit. Travelonline refuse to give me a refund but have provided a voucher which is not what I want. The other problem is their pricing is not competitive despite trying to use the voucher many times these guys are so unresponsive and have an automatic reply stating that they are so busy and allow two days for a response. Not good enough Travelonline. How about just giving me a refund?? Fair is fair, you do not deliver. I would appreciate your feedback and I am more that happy to spread the word if necessary.

Beyond poor communication, incorrect information provided in writing - perhaps this is their way of getting people to buy deals by telling untruths!! I would have suggested clarify terms and conditions and get it in writing, but alas I have that and it still hasn’t worked!

I thought it was just the consultant I was dealing with but even when emailing the generic reservations email they don't get back to you. They aren't clear with their messaging and don't give you what the deal says. I had to take a screenshot to show them what was meant to be included and they finally agreed to include it. Then when I got to the hotel they weren't even included it was VERY frustrating. I asked them what happened and now they are ignoring my emails, very professional. I will tell all my friends & family never to use them!!!

After having created a quote online, I was dissapointed with the customer service when I called TravelOnline as I offered them a competing quote on the phone. The individual on the phone did not head me out about the price differences only claiming that their packages are the best and they negotiate directly with suppliers. They were also not able to pronounce the destination correctly which is a similar experience I get across Flight Centre too. We ended up booking with a competing South Pacific destination specialist wholesaler whom offered a competitive price but mainly outstanding service.

We understand that the current climate is hard for everyone, but these guys are showing their true colours. We booked to go to Vanuatu as we have done many times. We normally book our own flights and accommodation but I received an email from this company and thought I would give it a try. So obviously our trip was cancelled. No problem, to be expected at the moment and I’ve had a few holidays canceled over the years. I had rang this company about the cancellation in December last year which they confirmed. I have over $1900 in credit with them so I thought I would use them to book new flights. They sent me a quote to fly from Sydney to Brisbane with the same people , at a cost of over an extra $1000 I have tried over and over and over and over to get my credit sorted . I have talked to virgin directly and they informed me that they can provide the credit directly if travel online agree to hand over the control of tickets. When I told the travel online consultant about this their response was; when you ring virgin you deal with a retail representative and when we (travel online) ring we deal with a wholesale team that don’t give us the cheapest flights! On top of that on the phone they where really rude and condescending in manner. If I had of just booked directly like I normally do I would not be writing this right now. You are far better protected going direct. I really have to as What value do you add travel online? If I can order directly and get a cheaper deal ?
Please be careful people! If you want to book a holiday through a travel consultant, check out the reviews first. I sure wish I had of .

Do not Trust. They gave us a credit for $3124 then wouldn’t let us use it. Rip off merchants and would never recommend. Also have let most Veteran websites know as well. Tried to blame an ex employee. What a joke. Don’t trust them. Brendan Phillips

STAY AWAY FROM THIS AGENCY. IF YOU HAVE CREDIT WITH THEM BE READY TO BE CHARGE MORE OR LOOSE YOUR MONEY.
Booked a room with them 1 year ago, due to convid travel was cancel and credit voucher was gave to me to be spend n any hotel with travel online. I re book with them to go in Fiji, and they refuse as the voucher as to be spent in the same hotel, so I did. However after few day Travel online re contact me saying they need to charge extra due new rates or I can take a cheap room instead

I booked on line only to receive a phone call 2 days later to say hotel was not available. I then rang the hotel and booked direct.
This web site is an absolute waste of time. Will never use it again.

Booked holiday for my family of 4 to Bali which has been cancelled due to COVID 19. Refund declined but travel voucher offered with conditions that make it unusable - particularly can only use travel voucher once and then balance forfeited. This is unfair given that there are no flights available to the value of my international flights. I also advised that the airlines policy was that the travel voucher could be used multiple tones until balance was zero but travel online said that their policy is one use only and balance forfeited.
The company is unconscionable. Do not use.