LS
Lina S
1 reviews | Active since Apr 2014
04 Aug 2021, 08:11
Be careful of Flight centre
We were 3 ladies who bought airtickets through Flightcentre at the Waterstone branch for a flight from Dar es Salaam to Riyadh on the 13 th of July. We dealt with Charmaine. All Ethiopian flights were cancelled before we could take up the flight so we had to rebook on another airlines. So we are out of pocket with the money spend on another flight. Flight centre keeps on telling us it will take 12 weeks for us to get our money back although Ethiopian airlines say they refund money in 10 days. I would really urge people not to book through travel agents if this is the case. If you book direct through the airline the turnaround time to get your money back is much quicker and easier. We initially had very good service from Charmaine but isn’t it always the case — all smiles until they have your money. I will never use an agent again.
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Replies (3)0
Replies (3)
Flight Centre South Africa's replyOfficial
04 Aug 2021, 08:33Dear Lina
Thank you for letting us know about your experience. The frustration you have shared is definitely not what we want for our customers and we would appreciate the opportunity to get to the bottom of why the feedback from the airline is different to the standard process of refunds.
We will be looking into your concerns and our Customer Experience team will be in contact with you today to further assist.
~A.C
Thank you for letting us know about your experience. The frustration you have shared is definitely not what we want for our customers and we would appreciate the opportunity to get to the bottom of why the feedback from the airline is different to the standard process of refunds.
We will be looking into your concerns and our Customer Experience team will be in contact with you today to further assist.
~A.C
Flight Centre South Africa's reply04 Aug 2021, 08:33
Official
Dear Lina
Thank you for letting us know about your experience. The frustration you have shared is definitely not what we want for our customers and we would appreciate the opportunity to get to the bottom of why the feedback from the airline is different to the standard process of refunds.
We will be looking into your concerns and our Customer Experience team will be in contact with you today to further assist.
~A.C
Thank you for letting us know about your experience. The frustration you have shared is definitely not what we want for our customers and we would appreciate the opportunity to get to the bottom of why the feedback from the airline is different to the standard process of refunds.
We will be looking into your concerns and our Customer Experience team will be in contact with you today to further assist.
~A.C
LS
Lina S's updateReviewer Update
05 Aug 2021, 16:49Flight centre customer care did contact me and today all they did was to send me an email with terms and conditions stating that I need to wait 12 weeks. No reference made that they went beyond duty to assist. I would gave thought they would have contacted Ethiopian airlines to see if they can expedite the refund, but no mentioning of that. Disappointing customer service.
LS
Lina S's update05 Aug 2021, 16:49
Reviewer Update
Flight centre customer care did contact me and today all they did was to send me an email with terms and conditions stating that I need to wait 12 weeks. No reference made that they went beyond duty to assist. I would gave thought they would have contacted Ethiopian airlines to see if they can expedite the refund, but no mentioning of that. Disappointing customer service.
Flight Centre South Africa's replyOfficial
05 Aug 2021, 17:16Dear Lina S
We deeply regret that the feedback shared had left you disappointed. As shared by our Customer Experience team, throughout this time every effort has been made to advocate on behalf of our customers. Due to the magnitude of affected reservations and based on continued discussions with the airline, our hands remain tied.
Based on feedback from the airline, the ten days processing time observed on their website, had been based on refund processing times before the pandemic. When travel has been confirmed through a travel agency such as Flight Centre, dedicated trade support teams process refunds with priority to ensure customers receive their refunds as soon as possible and ahead of the current airline refund processing times.
The effects of the travel affected throughout this time unfortunately, has a very real influence on the refund processing times. We understand that you are disappointed with the outcome and thank you for the opportunity to have looked into your concerns, bearing in mind it was not the outcome you were hoping for.
~E.M.
We deeply regret that the feedback shared had left you disappointed. As shared by our Customer Experience team, throughout this time every effort has been made to advocate on behalf of our customers. Due to the magnitude of affected reservations and based on continued discussions with the airline, our hands remain tied.
Based on feedback from the airline, the ten days processing time observed on their website, had been based on refund processing times before the pandemic. When travel has been confirmed through a travel agency such as Flight Centre, dedicated trade support teams process refunds with priority to ensure customers receive their refunds as soon as possible and ahead of the current airline refund processing times.
The effects of the travel affected throughout this time unfortunately, has a very real influence on the refund processing times. We understand that you are disappointed with the outcome and thank you for the opportunity to have looked into your concerns, bearing in mind it was not the outcome you were hoping for.
~E.M.
Flight Centre South Africa's reply05 Aug 2021, 17:16
Official
Dear Lina S
We deeply regret that the feedback shared had left you disappointed. As shared by our Customer Experience team, throughout this time every effort has been made to advocate on behalf of our customers. Due to the magnitude of affected reservations and based on continued discussions with the airline, our hands remain tied.
Based on feedback from the airline, the ten days processing time observed on their website, had been based on refund processing times before the pandemic. When travel has been confirmed through a travel agency such as Flight Centre, dedicated trade support teams process refunds with priority to ensure customers receive their refunds as soon as possible and ahead of the current airline refund processing times.
The effects of the travel affected throughout this time unfortunately, has a very real influence on the refund processing times. We understand that you are disappointed with the outcome and thank you for the opportunity to have looked into your concerns, bearing in mind it was not the outcome you were hoping for.
~E.M.
We deeply regret that the feedback shared had left you disappointed. As shared by our Customer Experience team, throughout this time every effort has been made to advocate on behalf of our customers. Due to the magnitude of affected reservations and based on continued discussions with the airline, our hands remain tied.
Based on feedback from the airline, the ten days processing time observed on their website, had been based on refund processing times before the pandemic. When travel has been confirmed through a travel agency such as Flight Centre, dedicated trade support teams process refunds with priority to ensure customers receive their refunds as soon as possible and ahead of the current airline refund processing times.
The effects of the travel affected throughout this time unfortunately, has a very real influence on the refund processing times. We understand that you are disappointed with the outcome and thank you for the opportunity to have looked into your concerns, bearing in mind it was not the outcome you were hoping for.
~E.M.