Pushy pushy sales staff. We were in Byron Bay, were travelling up in a campervan towards Cairns and decided we should get something booked to enable us to see the Whitsundays. We walked in here and experienced hardselling. We walked away having booked a two night sailing trip with OzSail, no real terms and conditions were advised. Getting back to the campervan and reading through and looking at the dates they had pretty much forced us to go on we were really annoyed with ourselves for not walking away and saying we would think about it. We went back the following day and were told no it was not refundable- we had paid over 500$ for this trip (a huge chunk for something) and it was a special thing we had chosen to do to celebrate our birthdays. The reason that I am giving 2 stars rather than 1 was that the guy did everything in his power to try and change it to a day cruise which couldnt be done. He then managed to get our dates changed to later so that we didnt have to feel like we were rushing to get there in time. Avoid if you can unless you are 100% sure of what you want to do. Be aware that if it is not high season it is likely you can pick up something when you arrive in Airlie Beach. read more

DO NOT BOOK WITH WICKED TRAVEL! Having been in Australia twice now I can speak from experience, you are far better off booking your tours through a hostel or hotel, or going directly to the tour company involved. Some tour booking agencies are better than others, but Wicked Travel appears to be the worst of the walk-in lounge-style tour agencies. I booked a Whitsundays tour with Wicked Travel and got a small satchel handed to me which I assumed contained a receipt for the 175 AUD I paid, and a trip voucher. Due to poor weather on the tour date, the tour was postponed twice and then cancelled indefinitely. I followed the instructions for requesting a refund, which was simply "email the head office and they'll refund the tour cost onto your credit card". After sending the email, the head office responded with what was effectively "that's not our problem, you need to get your refund from the Whitsundays people". What? Ok, fine. At this point I'm left to get the Whitsundays people in on the email, and only after multiple emails and getting a Whitsundays finance manager to directly say they don't have the money, does Wicked agreed to give me a refund. Without any invoice, they deposit roughly 125 AUD into my account. I'm left scratching my head, because 125/175 = ~70%. Where'd the other 30% go? I email about this multiple times and get nothing but silence. One thing I've left out is that their head office uses one blanket email address (info@wickedtravel.com.au) for everything they do, so you can never see who you're emailing or who's responding. You have no idea if the person who previously responded to an email is the same person responding now, or who's handling your information. I voice a complaint about the lack of responsiveness regarding my refund amount, and am anonymously told through their blanket email address that my issue is "being investigated". More than a month goes by and still no response. This is now nearly 3 months since my trip was cancelled, and I'm literally on the other side of the world still trying to find out what happened. I email again asking what's going on, and let them know with some slightly colorful language that I'm about to give them public negative reviews (like this!), and they proceed to lookup my facebook account and make cheeky jabbing comments about my profile pictures! This is an all new level of unprofessionalism for me. The next email they send me is a scathing, emotional email telling me that they didn't have to give me a refund at all because it was the Whitsundays company's responsibility, that I'm harassing them, and that "we will refund you [the rest of the full amount you paid] so you don't waste anymore of our time or cost our company [any] further money" Excuse me. All I did was ask a simple question about how my refund amount was calculated, and now I'm getting this kind of treatment, while being offered money to shut up. However, in their response, they finally included the answer as to how they arrived at my refund amount. They think I paid 145 AUD. The trip I booked, on the Camira, costs 145 AUD if you have a backpacking membership. I did not. The non-membership price was 175 AUD, which is what I paid. But, after looking at the paperwork they gave me, there's no receipt or invoice in there at all. I explain that I actually paid 175 AUD, which is why everything is off. Now I receive an email telling me that they requested my receipt, that I wasn't being responsive enough, and that I didn't provide them with the information they asked for. Oh, and that I was refusing their offer of a refund. Are they bloody serious?! This is first time any mention was made of any of this. However, I have no recourse to be asking for anything because I have no paperwork that proves anything. But, I find their attitude towards me incredible. They take the tone that this is entirely my fault and that I'm the one causing problems. They also don't seem to understand that I don't want their refund to shut me up; I want the refund I rightfully deserved and they can keep their 15%. (Note, they offered me 22 AUD to shut up, but I should be getting around 25.50 AUD for my refund. It's small difference, but I'm on principles with this. I'm not going to take their money to shut up, I want my rightful refund and an apology) Further, their attitude about the Whitsunday's people having my money was shocking. Why should I be tracking down their money? Pick up the damn phone and figure out where your own money is. I'm a customer, it isn't my responsibility to prove where their finances have gone. So what's the takeaway from this? Use another agency to do your bookings. Your trip might not get cancelled like mine, but if you have even the slightest issue after you've booked your trip, you're going to have to deal with the same people I did. Save yourself the frustration and hassle, use someone else for your tour bookings. read more

I went to the wicked travel in Sydney, but was unable to find them on yelp. Please be aware of the company. They booked and tried to charge me for services that I did not request or want. When I tried to fix the problem I emailed and called without any assistance. read more

Pleasantly surprised, have never booked with a travel company before but we booked with an English guy in the Brisbane store at the coach station and couldn't believe how good he was. He knew everything about the area and places we could see on East Coast. We told him what we wanted and he recommended two perfect trips for Whitsundays and Fraser, we booked a package and got 15% off a Skydive & Reef tours. We didn't know when we wanted to go and changed the dates 2 times for the Reef (annoying customers we know) but he did it straight away and we really enjoyed the trips. Couldn't remember his name so hopefully he see's this - Thanks, The Canadian Girls!! x read more

To avoid ! We booked a 6 day tour by a guy at wicked travel. The day before, we learned there was a mistake between wicked travel and the tour agency... we weren't on the tour ! We never knew who did the mistake but our money was gone. We asked the same guy at wicked travel a total refund. The guy proposed to us a replacement tour (a 3 day tour). We said we wanted a total refund and the guy said we could have the both so we were ok (of course !). Few days after, we received a partial refund. We were surprised ! We came back to wicked travel and asked guy explanation. He said he had never said that we could have the both. He lied because he did a mistake when he said to us that we could have a total refund and a replacement tour. This isn't the policy of wicked travel. He knew it and he lied to us and he lied to the account manager of wicked travel. We were really disappointed. If we had known, we wouldn't have said ok for the 3 day tour. We would have had a total refund and saved our money. read more

Before booking please read my email below that was sent numerous times to managers, customer service mangers etctetc with no reply or refund. I booked everything with a guy in the George street store over the course of two days at wicked travel Sydney and made a point of telling him I had my buses booked and that I did not need them as part of the trip. I found out the following day he had booked these for me and when I asked if he could sort out the refund he said it was my responsibility and that they would need my details etc for a refund. I asked if he could sort it out for me and he said he would. He clearly did not follow up with this as when I called them 4 days later they had no record or a booking let alone a refund request. Again I was told someone would call me back. Nobody did. I called him back a few days later who again wasn't very helpful but spoke to another guy who was understanding of the situation and got someone from refunds to call me back that day. I spoke to a lady that told me £111 would be refunded within 4-5 working days. I never happened. Still hasn't. I should have checked this instantly however but just trusted it was done. Secondly I have arrived at rapid river in Tully and upon getting on the bus they only had record of my booking and not my friend who I booked with. He called the office before the bus departed who told him they also had only one booking. He said it won't be a problem, he would squeeze her on and figure the booking out later. When booking with the guy I told him that the girl I was traveling with had done the Rapids before but we would like to do the extreme package that included the cliff diving etc! He booked all this for us both and when arriving this morning we where told that it was not booked. We asked if there was any way we could still do this as wicked travel was not able to check the booking details until after 9am. We were told we could not. So ended up spending the day and paying for a package we were both not really interested in doing. Nicole my friend has also already done this. I had no booking reference to show and still don't that I booked the extreme package. I thought requesting specifically for this package directly with him would have been enough. In terms of the booking, the manager simon called me within a couple of hours and assured me it was booked for two. Which was great...still however not the package I paid for with Tom. Disappointing and a big waste of money. So firstly I would again like my refund for the 2 bus trips that he incorrectly booked on my card ASAP. This incorrect booking meant my trips no longer worked with the calendar I had planned out so had to call and change dates etc. Secondly I would like a refund for the whole day Tully trip and night in mission beach to doing a trip that I didn't want to do or pay for. So after 3 months of chasing them up I was never fully refund the amount ending up $600+!! I was pass on to their customer service manger... their customer service manger doesn't have a direct contact number. only an email. very much bullshit. I was a back packer at the time and urge you guys to never go near this store. GO somewhere with better reviews that a little bit more expensive and give yourself some piece of mind. read more