Not happy with Webjet!

[Andona]

So on Monday I received a newsletter from Webjet about a massive sale on hotels in the USA.

We still hadn't booked our hotel in Las Vegas so I thought I'd take a look at what they have to offer. Vegas will be the last night of our trip so I'd really like to stay somewhere special and I fell in love with the look of the Venetian the last time we were there. However, I don't love their prices!

Very excited when Webjet came up with a room at $100 off the best price I could get anywhere else. I went ahead and booked but the site must have been being inundated and was running veeeerrry slooooowly.

Then the payment page crashes! I got on to one of their online chat assistants who confirmed that the booking had gone through prior to the crash and my bank shows that the payment has come out. No instant confirmation though, had to wait 24 hours for the confirmation email....which is for only 2 adults NOT 2 adults 1 child which is what I booked. Gah!

Email to support, they go back to their "supplier" who says the booking cant be amended, it will have to be cancelled and then rebooked. Webjet say I have to cancel via their webiste or pay $50 to cancel over the phone!

So I try to cancel on their website and the stupid site doesn't recognise my login details. Another email to Webjet and they respond that they will forward it to their support people.

24 hours later and not a word. This was the first and last time I will be using Webjet!!! I just want my money back

Just venting.
Andona

 

[alicia1506]

wow... so unhappy for you that this happened... booking the venetian should have been a happy day, especially at 100 off... hope they resolve it for you soon...



so sorry for your webjet experience. i was looking at them myself, but i think i'll give a miss based on this experience of yours

 

[becpee]

I hope you get it sorted soon, I emailed them a couple of weeks ago about a $50 credit if you paid by paypal, except their website didn't have the paypal thingo there to click on.
I never got a reply

I'm also waiting on a credit for a booking I cancelled with them because I found it cheaper, I think alot of online websites don't have any idea about customer service because the computer does all the work

 

[welley]

I hope this gets sorted for you. One of the things that concerns me about booking things though sites like these.

 

[Andona]

Thanks for the sympathy

I usually prefer to book direct with the hotel, although I have used Expedia and Booking.com with no problems. Webjet need to get their act together!

Becpee, how long have you been waiting for your credit? That was another thing that irritated me, they said I would need to cancel the booking and then "apply" for a credit. The credit should be automatic.

Andona

 

[BecBennett]

That sucks, I hope it all works out.

 

[Aust]

That's too bad, I hate when websites crash in the middle of transactions. I've had good customer service when booking flights through Webjet, a couple of weeks ago I accidentally booked my flights twice because the website did something weird during the payment process and I thought it didn't work so I did the booking again - I sent an email and they cancelled the extra bookings and refunded the money straight away. I've never booked a hotel through them though, maybe their service there is not so good.

 

[becpee]

Thanks for the sympathy

I usually prefer to book direct with the hotel, although I have used Expedia and Booking.com with no problems. Webjet need to get their act together!

Becpee, how long have you been waiting for your credit? That was another thing that irritated me, they said I would need to cancel the booking and then "apply" for a credit. The credit should be automatic.

Andona

Sunday night I did the cancellation, and I read somewhere that it can take 2 or 3 weeks (can't remember which one) for the refund to come through, so i'm sitting on it.
My booking has been cancelled, and I just checked it says it will be refunded within 15 days.

 

[australiankaren]

twitter them, the tweet will be public and they would hate the bad publicity....tweet tweet tweet

god i love twitter

 

[BecBennett]

twitter them, the tweet will be public and they would hate the bad publicity....tweet tweet tweet

god i love twitter

Good idea

 

[Andona]

twitter them, the tweet will be public and they would hate the bad publicity....tweet tweet tweet

god i love twitter

I LIKE that idea!

I've sent them another email this morning, will wait and see if I get a good response from that otherwise I will definitely tweet, they probably have a Facebook page too...

Andona

 

[Webjet]

Hi
I believe we have sorted this issue out fro you I had one of my staff call you to discuss and organise the refund etc

Regards

Webjet Management

 

[battymum]

oooh Big Brother is watching......

 

[australiankaren]

Hi
I believe we have sorted this issue out fro you I had one of my staff call you to discuss and organise the refund etc

Regards

Webjet Management

I wonder if this is real or troll????

just asking................

 

[Andona]

I wonder if this is real or troll????

just asking................

Jeez!
Don't underestimate the power of the DIS!!! Yes, I DID receive a phone call last night and the issue has been sorted out, almost.

And I never did get to the stage of tweeting???

One of the Webjet customer service people rang last night and cancelled the original booking for me - I do think the original glitch must have occurred when the website crashed at the time.

While I had her on the phone I put through the booking again on the same hotel and this time the confirmation does show 2 adults, 1 child. So I'm now 80% satisfied. I will be 100% satisfied when the refund of my original booking comes through.

If that comes through OK I would say I would be willing to book with Webjet again

So Mr Webjet, thank you for your help. I appreciate it. You are probably aware that your Hotel site was really performing badly on Monday, I'm not sure if you were receiving a flood of hits due to your USA sale but the site was running very slowly, crashed whilst I was on the payment page and later the same day wasn't even accessible at all. ( I was getting server errors) I'm a web developer myself so I know these things can happen but you might need to beef up your servers before another big sale

Andona

 

[australiankaren]

these things happen, they contact the person, and pretend to be ABC company, get credit card details again..and then scam your cards...better to be safe than sorry....sorry if i rained on your parade...but thats how we pirates roll

 

[WAMUMOF4]

Jeez!
Don't underestimate the power of the DIS!!! Yes, I DID receive a phone call last night and the issue has been sorted out, almost.

And I never did get to the stage of tweeting???

One of the Webjet customer service people rang last night and cancelled the original booking for me - I do think the original glitch must have occurred when the website crashed at the time.

While I had her on the phone I put through the booking again on the same hotel and this time the confirmation does show 2 adults, 1 child. So I'm now 80% satisfied. I will be 100% satisfied when the refund of my original booking comes through.

If that comes through OK I would say I would be willing to book with Webjet again

So Mr Webjet, thank you for your help. I appreciate it. You are probably aware that your Hotel site was really performing badly on Monday, I'm not sure if you were receiving a flood of hits due to your USA sale but the site was running very slowly, crashed whilst I was on the payment page and later the same day wasn't even accessible at all. ( I was getting server errors) I'm a web developer myself so I know these things can happen but you might need to beef up your servers before another big sale

Andona

I'm glad they sorted it out for you and amazed by the power of the dis boards do you think the Tax office will respond the same way for me

 

[Andona]

these things happen, they contact the person, and pretend to be ABC company, get credit card details again..and then scam your cards...better to be safe than sorry....sorry if i rained on your parade...but thats how we pirates roll

No apologies necessary!!
I was careful, only put my credit card details through the website - didn't give them to the unknown person at the end of the phone. I also made sure she sent me through a confirmation email that the original booking was cancelled before I put through the second booking.

I am frequently amazed at the talent of some of the scammers out there, some of them come up with quite creative tricks Of course, some of them are just dumb! I work in the industry and have seen some doozies!

As for finding out about it, Webjet probably employ people to monitor social networking sites for this sort of (bad) publicity, it's not uncommon for big companies these days. All they have to do is go to a site like boardreader.com and type in "Webjet" and they'll see posts about them from message boards all over the net.

WAMumof4, it would be nice if the Tax office did that too, but somehow I doubt it!!

Andona

 

[australiankaren]

awesome...what a good way to start the weekend.

but that's really how we fireman pirates roll

 

[welley]

The power of this DIS... I can't believe that webjet got on here and posted.

Glad it hear it is all sorted.