Thank you for sharing your experience. We take every piece of feedback seriously, and we are genuinely sorry that this trip did not meet your expectations. Australia is a destination we love deeply, and we want every traveler we send there to come home feeling the same way.
We want to offer some important context for anyone reading this review.
Of the total trip cost, over $26,000 was for business class international flights and economy domestic flights within Australia. Every flight was fulfilled exactly as quoted and taken in the cabin class quoted. We offer the service of requesting seat assignments on behalf of our clients, but seat assignments are controlled by the airline and cannot be guaranteed.
The remaining costs covered 3 hotels, 8 transfers, and 7 experiences for 2 people across multiple destinations during peak holiday season. Tour descriptions and expected group sizes were disclosed in the travel documents provided prior to deposit and departure.
When concerns were raised about the accommodation, we removed that property from our portfolio immediately and offered a full refund for the entire stay despite receiving no reimbursement from the hotel.
When the original Uluru small group tour was cancelled by the operator at the last minute, we secured a replacement and refunded the cost difference. We then offered to refund the replacement tour entirely, even though it was attended and we were billed in full.
The New Year's Eve yacht experience was delivered and attended as scheduled, consistent with the itinerary description.
We sincerely regret that our response time during the trip felt inadequate. We take that seriously and we are sorry she felt unheard.
After her return, our team contacted every vendor in Australia individually to request compensation on her behalf. When none offered refunds, About Australia absorbed those costs and offered a refund of $2,720.51 as a genuine good-faith resolution. We remain committed to resolving this matter through the appropriate channels.
Regarding deleted reviews: About Australia does not have the ability to delete reviews on any third-party platform. We have no control over the moderation decisions of review sites.
What wish to say sincerely is this: we have been sending Americans to Australia for over 25 years. We are proud of the thousands of No Worries Journeys we have helped create. And we will continue to hold ourselves and our partners to the highest standard because of feedback like this, even when it is hard to receive.
Natasha, despite everything, we wish you nothing but good things. That sense of wonder that made you want to go to Australia in the first place, we hope it stays with you and serves you well in the future.
