Jennifer J.
This travel agency is absolute trash
This travel agency is absolute trash. I recently went on a group trip asking for flight accommodations due to medical injury. I consistently get these accommodations when I travel and book on my own, however after paying for the trip over the course of the year and consistently speaking with Melanie, one of the owners, I got no where. Initially I was told I have to pay extra for bulkhead seating regardless of medical issue. After sending her a copy of the law stating airlines and travel agents are not allowed to charge for said medical accommodations, I was asked to provide a doctors note which I did almost immediately. Several months of follow-ups ensued. This was the most aggravating process. Not only that Melanie was many times non-responsive. A week before the trip I finally got my seat assignments and only received accommodations for 2 out of the 4 flights, and one of those was not as we discussed. I spoke to the airline who happily switched my seat to accommodate my injury then I got chewed out about moving my seat by the trip leader even though both the airline and Melanie's office staff stated changing my seat 1 week before the trip should by no way effect the rest of the groups' booking. I also asked for wheelchair service for my flights and did not get a response. I only knew it was added to my booking by calling the airline. Horrible, dishonest service. Never again.
Response from About AustraliaJun 10, 2026
Thank you for sharing your experience. We take feedback like this seriously and we want to respond honestly. You came to us with a genuine medical need and you deserved a clearer, more communicative process than what you received. For the delays in follow-up and for the times you didn't hear back when you should have, we sincerely apologize. That is not the standard we hold ourselves to and we understand how frustrating that must have been, especially when you were managing a medical situation on top of planning a trip. We want to offer some context for anyone reading this review: Seat assignments for group bookings are not processed until tickets are issued, typically four to six weeks before travel. This is a standard airline policy for group fares and applies regardless of the agency involved. We recognize we could have communicated that timeline more clearly from the beginning, and we will be improving how we set those expectations with clients going forward. Regarding the medical accommodation request, we did work with both airlines on the client's behalf. Both confirmed that even with a doctor's note, seat fees apply for bulkhead seating as their policy does not waive fees for medical requests on group fares. We should have communicated this outcome more promptly and we take responsibility for that. Wheelchair service was confirmed with the airlines. We acknowledge we did not communicate that confirmation back to the client directly and we are sorry for the unnecessary stress that caused. We also want to acknowledge that this was a group booking with a separate group leader. Direct communication between individual group members and airlines can affect the entire group's seating arrangements, which is why we ask that all changes go through us. We understand that process felt frustrating and we wish it had gone more smoothly for everyone involved. Jennifer, we are sorry this experience fell short of what you deserved. We will use this feedback to improve how we handle medical accommodation requests and group booking communications going forward. We wish you well.