Webjet.co.nz Reviews 137

Unless the deal you are getting with web jet is 50% cheaper then anywhere else stay clear. Communication with thus company is very difficult

My wife booked using Webjet some international flights earlier in the year. At the last minute, one of the flights was cancelled. She managed to purchase a new ticket, this time through the airline. She informed Webjet and they said their refund team would refund the cancelled ticket. This has never happened. Despite numerous calls, emails etc over the last 4 months I get the same old response "our refund team will get back to you". I don't think they even have a refund team and simply hope that as time passes you will forget about it. Appalling customer service. It's as if they don't care about your situation so long as they have received your money. I will not be using their services again (if you can call them that) and would advise any one to contact and deal with the airlines directly.

I would not of liked to given a star, but the system makes you before you can proceed.
I too, have had similar problems of the above, with no refunds from acknowledgement that I was entitled to one. I believe thay have glitches in their online bookings, that have different information to what the customer is recieving.
After so many phone calls, over 10 emails nothing has been resolved. I have emailed the Globel Coo and CEO Shelly Beasley, also media@webjet, investor@webjet . I wrote to Shelly a month ago and to the others a week ago, still no return of email or call. I have tried to phone Caroline from investors, but that number is apparently invalid and no return of email.
This is the first time I have gone on line to express a concern.I believe that it should be sorted out between the two parties. But I have been forced to express my concerns. A large company such as this,
shouldn't be allowed to make it so hard to have an issue unresolved.
Their system is unfair, your calls and emails are put through so many different people, relaying your story over an over again, some not properly reading the emails sent. When finally there is an outcome, the person you are dealing with has no authority and cant do anything, and nothing further is done and communication is ceased.
There is no where to go except to go to the directors, but that has had the same result, not interested in replying.
I believe that Webjet draws this out for so long in hope that their clients will give up. I am pursuing this as a right and as a principal, Webjet should not be allowed to get away with holding onto anyones money and the issues should be resolved in a timely matter. There appears to be a pattern of behaviour from Webjet as a sight like this would not exist.
Their code of conduct statement for their shareholders is of the following
“Webjet is committed to ensuring high standards of corporate governance. The Board provides the leadership to implement strong corporate governance across the Group so that decisions and actions are based on transparency, integrity, responsibility and performance. The governance practices are designed to support the business and its growth by facilitating effective Board and management decision-making, providing clear lines of responsibility and accountability and a commitment to transparent communications with shareholders and other stakeholders.”
Their statement they that state to their shareholders for their customers is:
"We focus on deliverying superior outcomes, We always seek to do the right thing and value integrity and accountability and deliver quality in everything we do"
It appears in their report to share holders
financial year for 2023 to share holders that the TTP was 165 % increase from 2022. My money is in that increase, and it looks like others are too.
I hope that Webjet will start listening to their customers and taken action to change their system and get back to having good customer service.

Bunch of scammers!! They even partner with hotel provider who are scammers. False advertisement! Don’t be deceive with the pretty photos that webjet advertise! When you show up at the apartment that you booked with them, it’s totally unsafe building and it’s not compliant as the building is not even completed, how the hell webjet can even advertise such accomodation??!! Don’t even bother getting refund from webjet! They don’t care about their customers!

Last week I booked a business class trip Auckland to Sapporo Japan for around $5300 on the Webjet website, completed the booking form and made payment, then got a message from Webjet that the flight can't be confirmed yet and they'll sort manually and respond by phone or email. I rang Webjet a couple of days later as I'd heard nothing, was told the flight was more expensive and I'd need to pay another $5000! I told them I wanted to cancel the booking and waited another 4 days for the refund to be made. While I've not lost any money I was left not wanting to use Webjet again, and am shocked to see the flight is still advertised on their site for $5300.

Booked a motel and a hotel through Webjet. Never again. High prices and really poor accommodation. I emailed Webjet out of courtesy two weeks ago and nobody bothered to get back to me which I think speaks volumes.

I bought a ticket for my Mum to travel with our cat from Hamilton to Dunedin, return to Tauranga. Since booking, the cat has been successfully re-homed. When calling to follow up on an email that confirmed my request for cancellation had been received, I was told, no refund, no credit and the ticket would be forfeited and that the ticket would be cancelled to avoid no show. My request for refund is a request backed by the consumers act and so request respectfully for a refund. I'm still on the phone with them after being on the phone for over 70mins. So ... no refund, yet webjet can sell ticket again because there is plenty of time between my notice of cancelation and travel ...for a perfectly valid reason.

Felt like a scam, they demanded another $2000+ dollars 3 days after the booking was made, saying the price had increased from the airline - price guarantee means nothing.
The worst part is the cheaper fare is still visible/available on their website :-(

I used Webjet last year to book a holiday from Auckland to Melbourne for Knotfest and F1, and it was perfect nothing went wrong. Used Webjet again to book another holiday for the WWE Chamber in Perth, booked an extensive holiday all across Australia - flights, hotels, rental car. Everything went perfectly and didn’t have any issues whatsoever. I’m honestly shocked about all the negative reviews, especially for the only travel agent that offers Afterpay for their service.

Worst service ever!!!!!!
I have called them five times and all agent told me the different rules of airlines. They are not aware about the airlines rules. I want to change the date of my ticket and first agent told me that first time change is free, there is no change fee and second agent told me that there is change fee in ticket. I ask him four times that are you sure about it and he told me that i checked twice and it’s ask for change fee. Again I called them and talk to different agent and she said there is no change fee for first time change. Seriously they are so dumb and so rude. I will never gonna book any ticket through this even i am not recommending any one to book the ticket through this website. Useless service which I received. Even they charging more money then posted in their website. No, no, no, not again throw this. ☹️☹️☹️

Basically, Webjet pocketed our money during Covid. Flights cancelled, no refund and they have repeatedly refused to allow us to re-book and access any credit post-Covid. The airline won't talk to us because Webjet took the booking. We travel frequently NZ to Europe and neither Webjet nor Etihad will ever get one more cent from me again. Zero integrity, zero ethics, zero customer focus.

i will never book with webjet again they are impossible always book direct through the airline you are travelling with the stress is not worth it they send you to the airline the airline sends it back to you its rediculouse

I have had the most horrific experience with Webjet, we booked tickets through this company as well as travel insurance. when we got to the airport the tickets didn’t work and they took 2 months of back and forth with them for them to finally give us a refund they REFUSED saying it wasn’t their fault and that it was Turkish airlines fault and that I had to contact them and Turkish airlines was saying it was their fault, then they tried to blame me and say because we didn’t check in we weren’t entitled to a refund WHEN we tried too. It was the most awful experience on top of that their insurance policy barely covers anything and because our flights didn’t work we tried to get a refund for that and couldn’t. When we did end up getting a refund for our flights we still had to forfeit booking fees on top of that as well. I highly don’t recommend using Webjet ever! Will never be using them in the future.

Worst experience ever. We booked a flight Which was cancelled.
Webjet bears no responsibility. I spent hours talking to ladies in the Philippines to no avail. My advice to you is to use Webjet to find out the best flights for you then book directly from the airline.

Webjet are CROOKS! Do not use these guys for booking flights.
We booked a flight for my Mother in law (and her partner) from Edinburgh to Auckland.
At check in she realised they didnt have a transit visa for a 6hr layover in San Francisco. Resulting in them being refused to board.
Yes, this is her/our fault for not doing homework on transiting visas.
But webjet has cancelled THE ENTIRE BOOKING including the return flights!!
Lufthansa have told us we're on our own due to the booking being with a 3rd party, webjet are calling it a "no show".
FYI the USA transit visa was applied for and arrived 20 mins after the boarding closed.

What upsets me is that they wont even refund the return flights, goodbye $5800NZD they show no remorse or give a crap really.

Id love to get some proper legal advice on this as THEY technically cancelled the booking, not us.
Webjets website, and correspondence for the booking NEVER mention anything about transit visas,
or them being able to cancel a booking due to this situation, and they still take the standpoint of "too bad so sad".
They offered no help and no alternative. disgusting service.

DOES NOT RECOMMEND. Webjet changed my flight without any information why. Said I had 72 hours to accept or look for alternative flight. (one week before) Hyperlink takes you only to rebooking another flight at my expense. Says may not get a refund for my previous one. Instead of flying from Doha to Melbourne with my partner they have moved me from Doha to Perth. 5 hour layover and and then Melbourne. This is a very long flight since I am travelling from Barcelona. Not what I initially booked and paid for. So disappointed and won’t be using ever again.

Update: day before departure- I got an email saying webjet cancelled my flight completely due to the booking from Perth no longer exists. Couldn’t refund for 12 weeks so had to buy another flight home with my $ (which was my original flight) very expensive lesson! 8 seats on this plane left thank god. Very stressful experience and felt scammed. BOOK DIRECTLY WITH AIRLINE NOT WEBJET

Scammers, I will never touch this idiot company again don't book with these clowns they will lie and cheat you out of your hard earned cash, they should be shut down

Joke travel agent, needed a refund on a ticket within 24 hrs of purchasing it. All airlines in Australia and NZ follow that rule. But Webjet refused, got a total run around. Infact the person i talked to first at webjet told me it is all sorted no worries. Lucky i got nervous and called back, to make sure I was still in the 24 hr window. Don't go near them.

Hi everyone becareful not to book from webjet.

I made 2 booking from webjet online and it was prepaid.

Webjet took my money without my consent using my credit card. They have over charged me twice.

I had to beg them to return my money but they refuse too. That's very bad service.

Please becareful when using webjet. Dont checkout and later you find out they have over charge you.

All the disadvantages of booking your flights with even more. It’s like dealing with a more annoying version of the airline customer service team. We booked flights, the airline cancelled and we only found out when we checked the departure board. Then they processed the refund about 13 weeks later after lots of chasing. They wouldn’t refund their service fees despite the useless ‘service’ they provided. An absolute joke.