RW
Rob W
1 reviews | Active since Mar 2009
10 Mar 2023, 08:44
Abysmal and Unacceptable
I have a long standing Turkish Airlines booking made with Flight centre La Lucia. Booking reference KCHKPU. I received an email from Turkish Airlines, completely cancelling one leg of my flight back to SA. I need the issue resolved. I emailed 2 people at La Lucia over a week ago with a copy of the email received. No response. I spoke to a different flight centre agent who said she "would fix it" but hardly responds to my mails/whatsapp or deliver on the info I provided. In desperation I emailed yet another flight centre agent and received an automated message that they could only respond in FOUR DAYS. I cannot deal directly with Turkish Airlines and am forced to use Flight centre. I am STUCK in the Philippines and am NOT getting any real assistance! I need someone senior from Flight Centre to TAKE OWNERSHIP and resolve the problem through to conclusion. This is abysmal and unacceptable. Please take meaningful action Flight Centre
Helpful (0)
Replies (8)0
Replies (8)
Flight Centre South Africa's replyOfficial
10 Mar 2023, 09:00Dear Rob W
We're terribly sorry that you have experienced difficulties with resolving your current flight cancellation. We would like to get to the bottom of this and our Customer Experience team will definitely assist. Please expect direct communication from the team during the course of today.
~A.C
We're terribly sorry that you have experienced difficulties with resolving your current flight cancellation. We would like to get to the bottom of this and our Customer Experience team will definitely assist. Please expect direct communication from the team during the course of today.
~A.C
Flight Centre South Africa's reply10 Mar 2023, 09:00
Official
Dear Rob W
We're terribly sorry that you have experienced difficulties with resolving your current flight cancellation. We would like to get to the bottom of this and our Customer Experience team will definitely assist. Please expect direct communication from the team during the course of today.
~A.C
We're terribly sorry that you have experienced difficulties with resolving your current flight cancellation. We would like to get to the bottom of this and our Customer Experience team will definitely assist. Please expect direct communication from the team during the course of today.
~A.C
RW
Rob W's updateReviewer Update
10 Mar 2023, 09:12Thank you. Please be aware I cannot accept direct cell phone calls on +***8. But you can whatsapp call me there. And my direct number in Philippines is +*** and my email is rwellman1956@gmail .com
I HOPE that finally someone from Flight centre keeps their word and contacts me.
I HOPE that finally someone from Flight centre keeps their word and contacts me.
RW
Rob W's update10 Mar 2023, 09:12
Reviewer Update
Thank you. Please be aware I cannot accept direct cell phone calls on +***8. But you can whatsapp call me there. And my direct number in Philippines is +*** and my email is rwellman1956@gmail .com
I HOPE that finally someone from Flight centre keeps their word and contacts me.
I HOPE that finally someone from Flight centre keeps their word and contacts me.
Flight Centre South Africa's replyOfficial
10 Mar 2023, 09:36Dear Rob,
Thank you for the additional feedback. I'll make sure this reaches the Customer Experience team.
~A.C
Thank you for the additional feedback. I'll make sure this reaches the Customer Experience team.
~A.C
Flight Centre South Africa's reply10 Mar 2023, 09:36
Official
Dear Rob,
Thank you for the additional feedback. I'll make sure this reaches the Customer Experience team.
~A.C
Thank you for the additional feedback. I'll make sure this reaches the Customer Experience team.
~A.C
RW
Rob W's updateReviewer Update
10 Mar 2023, 10:19My pleasure. Please be aware also I am SIX HOURS ahead of SA, so team needs to consider this.
RW
Rob W's update10 Mar 2023, 10:19
Reviewer Update
My pleasure. Please be aware also I am SIX HOURS ahead of SA, so team needs to consider this.
Flight Centre South Africa's replyOfficial
10 Mar 2023, 10:42Dear Rob,
Our team will certainly consider this and I have noted that our Customer Experience Expert has reached out to you via email already to start assisting.
~A.C
Our team will certainly consider this and I have noted that our Customer Experience Expert has reached out to you via email already to start assisting.
~A.C
Flight Centre South Africa's reply10 Mar 2023, 10:42
Official
Dear Rob,
Our team will certainly consider this and I have noted that our Customer Experience Expert has reached out to you via email already to start assisting.
~A.C
Our team will certainly consider this and I have noted that our Customer Experience Expert has reached out to you via email already to start assisting.
~A.C
Flight Centre South Africa's replyOfficial
27 Mar 2023, 15:57Dear Rob
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Records indicate that you had reached out to our Kimberley store requesting them to take over your booking as you were dissatisfied with the service received from our La Lucia branch.
We confirm that this request was actioned accordingly.
Furthermore, we confirm the respective travel expert from our Kimberley branch had been in contact with you to try and assist with the changes. We are mindful that Flight Centre does not mandate the airline and cannot accept responsibility for the schedule change.
We have noted that our Kimberley team was not able to immediately offer assistance as the consultant needed to contact the airline first. We are pleased that you were however, provided with options the airline made available as a result of the schedule change.
Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret that this was not translated in the interaction with you.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Records indicate that you had reached out to our Kimberley store requesting them to take over your booking as you were dissatisfied with the service received from our La Lucia branch.
We confirm that this request was actioned accordingly.
Furthermore, we confirm the respective travel expert from our Kimberley branch had been in contact with you to try and assist with the changes. We are mindful that Flight Centre does not mandate the airline and cannot accept responsibility for the schedule change.
We have noted that our Kimberley team was not able to immediately offer assistance as the consultant needed to contact the airline first. We are pleased that you were however, provided with options the airline made available as a result of the schedule change.
Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret that this was not translated in the interaction with you.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M
Flight Centre South Africa's reply27 Mar 2023, 15:57
Official
Dear Rob
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Records indicate that you had reached out to our Kimberley store requesting them to take over your booking as you were dissatisfied with the service received from our La Lucia branch.
We confirm that this request was actioned accordingly.
Furthermore, we confirm the respective travel expert from our Kimberley branch had been in contact with you to try and assist with the changes. We are mindful that Flight Centre does not mandate the airline and cannot accept responsibility for the schedule change.
We have noted that our Kimberley team was not able to immediately offer assistance as the consultant needed to contact the airline first. We are pleased that you were however, provided with options the airline made available as a result of the schedule change.
Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret that this was not translated in the interaction with you.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Records indicate that you had reached out to our Kimberley store requesting them to take over your booking as you were dissatisfied with the service received from our La Lucia branch.
We confirm that this request was actioned accordingly.
Furthermore, we confirm the respective travel expert from our Kimberley branch had been in contact with you to try and assist with the changes. We are mindful that Flight Centre does not mandate the airline and cannot accept responsibility for the schedule change.
We have noted that our Kimberley team was not able to immediately offer assistance as the consultant needed to contact the airline first. We are pleased that you were however, provided with options the airline made available as a result of the schedule change.
Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret that this was not translated in the interaction with you.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M
RW
Rob W's updateReviewer Update
27 Mar 2023, 16:52Please don't attempt to deflect or pooh pooh the very poor service I received, which created unnecessary stress
Yes, after La Lucia flatly ignored TWO emails requesting urgent assistance from afar, for a serious issue with a booking they had originally made, I was obliged, due to urgency, to approach another branch, namely Kimberly. I had previous experience of poor service and non performance with La Lucia and so "moved on".
Yes, following significant and unreasonable delays and contradictions, eventually my flights were sorted out by Hermarie at Kimberly, which I appreciated, notwithstanding the confusion(s) and long timing.
It should be mentioned that I emailed Kimberly on 21 March with additional flight queries, and as of today, 27 March, have no response at all.
It seems to me that the tone of your response is to attempt to somehow minimise and excuse the very poor performance.
I would recommend that, instead of attempting to side step the real problems experienced, your company be honest with itself and do what's necessary to improve.
Yes, after La Lucia flatly ignored TWO emails requesting urgent assistance from afar, for a serious issue with a booking they had originally made, I was obliged, due to urgency, to approach another branch, namely Kimberly. I had previous experience of poor service and non performance with La Lucia and so "moved on".
Yes, following significant and unreasonable delays and contradictions, eventually my flights were sorted out by Hermarie at Kimberly, which I appreciated, notwithstanding the confusion(s) and long timing.
It should be mentioned that I emailed Kimberly on 21 March with additional flight queries, and as of today, 27 March, have no response at all.
It seems to me that the tone of your response is to attempt to somehow minimise and excuse the very poor performance.
I would recommend that, instead of attempting to side step the real problems experienced, your company be honest with itself and do what's necessary to improve.
RW
Rob W's update27 Mar 2023, 16:52
Reviewer Update
Please don't attempt to deflect or pooh pooh the very poor service I received, which created unnecessary stress
Yes, after La Lucia flatly ignored TWO emails requesting urgent assistance from afar, for a serious issue with a booking they had originally made, I was obliged, due to urgency, to approach another branch, namely Kimberly. I had previous experience of poor service and non performance with La Lucia and so "moved on".
Yes, following significant and unreasonable delays and contradictions, eventually my flights were sorted out by Hermarie at Kimberly, which I appreciated, notwithstanding the confusion(s) and long timing.
It should be mentioned that I emailed Kimberly on 21 March with additional flight queries, and as of today, 27 March, have no response at all.
It seems to me that the tone of your response is to attempt to somehow minimise and excuse the very poor performance.
I would recommend that, instead of attempting to side step the real problems experienced, your company be honest with itself and do what's necessary to improve.
Yes, after La Lucia flatly ignored TWO emails requesting urgent assistance from afar, for a serious issue with a booking they had originally made, I was obliged, due to urgency, to approach another branch, namely Kimberly. I had previous experience of poor service and non performance with La Lucia and so "moved on".
Yes, following significant and unreasonable delays and contradictions, eventually my flights were sorted out by Hermarie at Kimberly, which I appreciated, notwithstanding the confusion(s) and long timing.
It should be mentioned that I emailed Kimberly on 21 March with additional flight queries, and as of today, 27 March, have no response at all.
It seems to me that the tone of your response is to attempt to somehow minimise and excuse the very poor performance.
I would recommend that, instead of attempting to side step the real problems experienced, your company be honest with itself and do what's necessary to improve.
Flight Centre South Africa's replyOfficial
27 Mar 2023, 18:02Dear Rob,
Thank you for your response and we sincerely apologise that you feel our response was in an attempt to either minimise your frustration or to excuse the delay in responses you received.
We have taken note of your additional feedback regarding your current queries not yet answered and we'll follow up with the branch about this.
~A.C
Thank you for your response and we sincerely apologise that you feel our response was in an attempt to either minimise your frustration or to excuse the delay in responses you received.
We have taken note of your additional feedback regarding your current queries not yet answered and we'll follow up with the branch about this.
~A.C
Flight Centre South Africa's reply27 Mar 2023, 18:02
Official
Dear Rob,
Thank you for your response and we sincerely apologise that you feel our response was in an attempt to either minimise your frustration or to excuse the delay in responses you received.
We have taken note of your additional feedback regarding your current queries not yet answered and we'll follow up with the branch about this.
~A.C
Thank you for your response and we sincerely apologise that you feel our response was in an attempt to either minimise your frustration or to excuse the delay in responses you received.
We have taken note of your additional feedback regarding your current queries not yet answered and we'll follow up with the branch about this.
~A.C