1 reviews | Active since Apr 2019
Absolutely Disgraceful
We booked a flight with Charde of Musgrave Flight Centre for our 13 year old daughter to London in August 2022, "with assistance."
When my daughter arrived at the airport in JHB she was advised that she would not be able to fly alone, even with "booked assistance" as she was under 14 years old. As per Virgin, they amended their rules for minors travelling alone in November of 2022 and alerted all travel agents accordingly but Flight Centre FAILED to inform their clients which left my daughter of 13 stranded in OR Tambo airport.
Luckily we had the wisdom to have my husband fly with her to JHB to assist her with her baggage and check in etc... (even though she was supposed to have assistance). Imagine if he was not there, she would have been a 13 year old girl on her own not being able to book a flight back to Dbn or a hotel at the airport!!!
After numerous fights, frantic phone calls and excellent service from the Virgin staff at OR Tambo my daughter managed to fly to London that night but was left to find her own way through customs and security and a big bustling airport all by herself.
Flight Centre offered no assistance but many excuses and not a single apology to date!!!
We are disgusted at your total disregard for passenger safety and I can guarantee a very wide circle of friends and family have removed Flight Centre from their contact lists.
Thank you for taking the time to provide us with your feedback. We are truly sorry for your experience and would like to get to the bottom of this for you. Please expect communication from our Customer Experience Department directly so that we can assist.
~A.C
Thank you for taking the time to provide us with your feedback. We are truly sorry for your experience and would like to get to the bottom of this for you. Please expect communication from our Customer Experience Department directly so that we can assist.
~A.C
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the frustration you have experienced. Once your concerns were received, we escalated the matter to our suppliers for investigation. We would like to respond as follows:
Flight Centre operates as a travel agent. We provide travel and travel-related services through third-party service providers. When you make a booking with us, you acknowledge and agree that we act only as an agent for the third-party service provider, which is solely responsible for providing you with the travel or service which you have booked. These third-party suppliers have their own terms and conditions, as well as their own operational processes. Your third-party supplier has been identified as Virgin Airlines.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the frustration you have experienced. Once your concerns were received, we escalated the matter to our suppliers for investigation. We would like to respond as follows:
Flight Centre operates as a travel agent. We provide travel and travel-related services through third-party service providers. When you make a booking with us, you acknowledge and agree that we act only as an agent for the third-party service provider, which is solely responsible for providing you with the travel or service which you have booked. These third-party suppliers have their own terms and conditions, as well as their own operational processes. Your third-party supplier has been identified as Virgin Airlines.