Webjet experience

[spacemouse]

Hi everyone

I'm new here, I came across your forum via Webjet = Fail thread. It was last updated in June but I thought that I better make a new thread!

I've been using Webjet since last year to organise my domestic flights and I decided to use Webjet to organise my first international trip. However, I had to change my itinerary (from a single ticket to a return) which was done after a bit of fuss. However, looking at my credit card history, I've noticed that my the one way ticket from my old itinerary has not been refunded. I assumed that once I've changed my booking, they would refund the ticket purchase from my old itinerary (excl any admin fees).

After calling customer service (love the fact that they are 24/7), the woman notified me that the ticket purchase from my old itinerary cannot be refunded!

Looking at their terms and conditions:
TAXES AND FEES

Webjet charges a non-refundable booking fee at the time of ticket issuance (See below for details)

• If you choose to make the reservation through our customer service agents, Webjet will charge a fee of $50.00 for each reservation made over the phone.
• If your travel plans change and we have to change your your previously issued ticket, Webjet charges a $50.00 reissue fee per ticket on top of change fees that may be imposed by the third party provider, distributor, or supplier; however, some tickets may be non-refundable and unavailable for rebooking.
• For hotel reservations using Webjet’s staythenpayhotel program, you can book hotel accommodations and cancel the reservation free of charge for many hotels up to 24 hour prior to arrival. In foregoing scenario, Webjet imposes a $10 fee.

Ok, so some tickets may be non-refundable but because customer service has made no mentions about it about being non-refundable (or any indication online when I changed my booking), I went ahead and paid for the fair difference + airline change fee + additional taxes of the new itinerary. It has been nearly a week since that was confirmed, I'm flying out in a week's time so I hope that I can get a good ending with this!

 

[notmensa]

Ok, so some tickets may be non-refundable but because customer service has made no mentions about it about being non-refundable (or any indication online when I changed my booking), I went ahead and paid for the fair difference + airline change fee + additional taxes of the new itinerary.

Why would you be entitled to a refund? It sounds like you kept the original flight and paid fees associated with adding a return flight to the original itinerary.

 

[spacemouse]

Hi Mensa
The thing here is that I was under the impression (from the emails that we have sent through) that the amount paid covers both the flights to and from Vancouver and Brisbane.

One of the email exchanges that I had to the customer service consultant:

Hi
Thanks for the response. Can I please double check with you that $--- covers the flights below (to and from Vancouver incl the stops etc), airline change fee, additional taxes and there there are no other charges?
Thanks

Her reply:
Thank you for your email.
If the fare is still the same once we receive the document from you then this will be the cost to change.
Please do not hesitate to contact us if you need any further assistance.
Regards

So I paid the new itinerary change - these are two new sets of trips by the way (different times, different airlines) and I am wondering what happens to the $ in my old flight itinerary that I do not want (hence why I am changing it).

 

[samh004]

I’m finding this a little confusing, if you don’t mind sharing, roughly how much was the original one-way routing, the change fee paid, and the new fee paid for the return flight? That might clear up how has been spent and what you would expect to be getting pack out of the original ticket.

 

[medhead]

I went ahead and paid for the fair difference + airline change fee + additional taxes of the new itinerary. It has been nearly a week since that was confirmed, I'm flying out in a week's time so I hope that I can get a good ending with this!

Welcome to AFF

I am also confuse by this situation. You say you paid the fare difference - generally that means you paid the difference between the old fare and the new fare. So rather than be refunded you old fare has been offset against the new fare.

If you have a booked ticket then you should be able to fly regardless of any dispute over the fare paid. No need to sort this out in the next week. Actually taking your trip is a good outcome.

 

[markis10]

What were the fare rules from the original booking, if you dont know these (and you have not posted them) then its unfair to blame Webjet for no refund.

In the booking process the fare rules are displayed under the fare:

As you can see, in the case above for the V Australia when I clicked the economy button (which says fare rules when you mouse over it) you get a pop up that says the fee by V is $550, given its a $530 fare that effectively means no refund.

 

[spacemouse]

Hey everyone
Thanks for the reply back - I was confused with the emails sent to me thinking that the amount that I have paid was for both tickets, rather than one. I've just recieved an email from Webjet breaking down the cost.

$2826.06 – return ticket cost
- 983.13 – amount paid on one way ticket
-------------
$1842.93 – fare & tax difference due
+ 155.00 – Air Canada reissue fee
-------------
$1997.93 – total amount you had to pay to change from a one way to a return ticket.
If you require any further assistance please don't hesitate to contact us.

I thought that having to pay $2826 is really absurd compared to $1,814 that I could pay for the same trip without going through this. I have just sent Webjet an email about this (different customer service consultant now) and why a ticket from Vancouver to Brisbane is costing me $1842.93.

 

[spacemouse]

This is the response email that I got to my original query. Also note that this is the first time that I have changed a booking.


#####


Please note that the cost to change your booking to the following itinerary will be $1997.93 per person-:

[insert itinerary Vancouver - Brisbane - Vancouver]



Please ensure the flight information is correct before authorizing the change.

Airline charges as per the airline rules of the fare purchased-:
$1631.00 Fare Difference
$155.00 Airline Change Fee
$211.93 Additional Taxes

#####

There has been NO indication in this response, and in my email exchanges with them, that $1997.93 only covered the flight from Vancouver to Brisbane. By the way, this is economy.

I went to Webjet again and I have also sent them screenshots of what a Brisbane - Vancouver - Brisbane flight looks like on their system (same flights, same times). The cost is for $1814.76.

 

[samh004]

I've just recieved an email from Webjet breaking down the cost.

$2826.06 – return ticket cost
- 983.13 – amount paid on one way ticket
-------------
$1842.93 – fare & tax difference due
+ 155.00 – Air Canada reissue fee
-------------
$1997.93 – total amount you had to pay to change from a one way to a return ticket.
If you require any further assistance please don't hesitate to contact us.

I thought that having to pay $2826 is really absurd compared to $1,814 that I could pay for the same trip without going through this. I have just sent Webjet an email about this (different customer service consultant now) and why a ticket from Vancouver to Brisbane is costing me $1842.93.

This is the response email that I got to my original query. Also note that this is the first time that I have changed a booking.


#####


Please note that the cost to change your booking to the following itinerary will be $1997.93 per person-:

[insert itinerary Vancouver - Brisbane - Vancouver]



Please ensure the flight information is correct before authorizing the change.

Airline charges as per the airline rules of the fare purchased-:
$1631.00 Fare Difference
$155.00 Airline Change Fee
$211.93 Additional Taxes

#####

There has been NO indication in this response, and in my email exchanges with them, that $1997.93 only covered the flight from Vancouver to Brisbane. By the way, this is economy.

I went to Webjet again and I have also sent them screenshots of what a Brisbane - Vancouver - Brisbane flight looks like on their system (same flights, same times). The cost is for $1814.76.


View attachment 1393View attachment 1394

What I am confused on is why are they quoting you $2826.06 for a return, when you’re able to find a return for $1814.76?

Also, their email back to you indicated a YVR-BNE-YVR flight, while you are quoting a BNE-YVR-BNE flight. Is this intentional (eg. they or you have quoted the wrong direction of travel) or simply a mistake?

Assuming they were in the wrong, the math should be:

$1814.76 -
$983.13
--------
$831.63 +
$155.00
--------
$986.63

 

[markis10]

What I am confused on is why are they quoting you $2826.06 for a return, when you’re able to find a return for $1814.76?

Also, their email back to you indicated a YVR-BNE-YVR flight, while you are quoting a BNE-YVR-BNE flight. Is this intentional (eg. they or you have quoted the wrong direction of travel) or simply a mistake?

The OP be unaware that tickets are priced on country of departure and that there may well be a significant increase in fares if an Australian company is trying to purchase ex YVR tickets.

 

[spacemouse]

That was a typo in that post - it's Brisbane to Vancouver to Brisbane