HO
Heather O
1 reviews | Active since Nov 2019
08 Mar 2023, 16:02
****************
I had a very traumatic experience with Flight Centre Online. I felt **********. My email experience with Lisa Koza was unpleasant. My telephonic experience with Shanelle Moses (hopefully recorded) was less than desirable. I was told I could change my flight at the same price I had already paid. Then told that I was never told that. I was quoted via email R6176.19 at 13h02 for a date change by Liza Koza. Emailed arrive whilst on telephonic call with Shanelle. I asked to speak to a manager when I realise all the price inconsistencies. I was told Tamara Radloff was in meeting all day and Jarred Harris was only available after 16h00pm. I emailed Lisa and asked her to call me. I heard nothing so finally at 14h00pm I called Flight Centre online again. I spoke to Sibusiso Mngomezulu. He was good he calmed me down. He reviewed my booking and said he could make the changes for an additional fee of R2467.00 and lot better than what was quoted an hour earlier via email from Lisa Koza. I asked what aan entire cancelation would cost. R1710.00 and I could only expect my ticket refund in120 days time. # DAYLIGHT*******
Helpful (0)
Replies (2)0
Replies (2)
Flight Centre South Africa's replyOfficial
08 Mar 2023, 16:06Dear Heather,
Thank you for taking the time to raise your concerns and provide feedback on this platform. We've taken note of your concerns about your experience with our Online Team and will raise this for you immediately. We sincerely apologise for this and can assure you that your feedback will be submitted to the relevant stakeholders.
~ L.V
Thank you for taking the time to raise your concerns and provide feedback on this platform. We've taken note of your concerns about your experience with our Online Team and will raise this for you immediately. We sincerely apologise for this and can assure you that your feedback will be submitted to the relevant stakeholders.
~ L.V
Flight Centre South Africa's reply08 Mar 2023, 16:06
Official
Dear Heather,
Thank you for taking the time to raise your concerns and provide feedback on this platform. We've taken note of your concerns about your experience with our Online Team and will raise this for you immediately. We sincerely apologise for this and can assure you that your feedback will be submitted to the relevant stakeholders.
~ L.V
Thank you for taking the time to raise your concerns and provide feedback on this platform. We've taken note of your concerns about your experience with our Online Team and will raise this for you immediately. We sincerely apologise for this and can assure you that your feedback will be submitted to the relevant stakeholders.
~ L.V
Flight Centre South Africa's replyOfficial
14 Mar 2023, 10:37Dear Heather.O We are truly sorry to hear you find our service less than satisfactory and that you feel **********. Thank you for your feedback as it is only with feedback such as your own that we can review our service levels and adjust accordingly where needed. I have reviewed your booking, our email correspondence with you and your phone call with Chanelle Moses and I am able to provide you the following feedback at present:
We can empathize that the costing for changes may not always be easily understandable or be favorable. We can appreciate that a discrepancy in prices quoted can provide even further frustrations with regards to this. I hope that the below will provide you with some clarity on this.
When making a change to your ticket, the airline will, depending on the fare conditions you have booked, normally charge you a change penalty as well as the difference in fares and taxes between your original ticket and the new ticket you wish to change to. The change penalty on a ticket is determined by the airline and this is a fixed amount you agree to when confirming your booking. The difference in fares and taxes fluctuates based on availability on the new flight. Much like purchasing a new flight, the closer you are to departure or the fuller a flight is, the higher the cost in the difference of the tickets will be. While there may be more cost-effective, new flights available to be booked, the airline does not permit you to downgrade your ticket to a more cost-effective fare type. You are only permitted to book the same fare type or higher. As your Flight Centre Online Support team, we do not determine the cost for changes, we calculate these for you based on the availability and fare conditions provided by the airline. We hope the above provides some insights into the actions taken by our side thus far, and hope that you will continue to make use of Flight Centre Online Support's services for your future bookings. We apologize once more for any frustration any discrepancies in change quotes or lack of clarity from our side may have caused. ~C.M
We can empathize that the costing for changes may not always be easily understandable or be favorable. We can appreciate that a discrepancy in prices quoted can provide even further frustrations with regards to this. I hope that the below will provide you with some clarity on this.
When making a change to your ticket, the airline will, depending on the fare conditions you have booked, normally charge you a change penalty as well as the difference in fares and taxes between your original ticket and the new ticket you wish to change to. The change penalty on a ticket is determined by the airline and this is a fixed amount you agree to when confirming your booking. The difference in fares and taxes fluctuates based on availability on the new flight. Much like purchasing a new flight, the closer you are to departure or the fuller a flight is, the higher the cost in the difference of the tickets will be. While there may be more cost-effective, new flights available to be booked, the airline does not permit you to downgrade your ticket to a more cost-effective fare type. You are only permitted to book the same fare type or higher. As your Flight Centre Online Support team, we do not determine the cost for changes, we calculate these for you based on the availability and fare conditions provided by the airline. We hope the above provides some insights into the actions taken by our side thus far, and hope that you will continue to make use of Flight Centre Online Support's services for your future bookings. We apologize once more for any frustration any discrepancies in change quotes or lack of clarity from our side may have caused. ~C.M
Flight Centre South Africa's reply14 Mar 2023, 10:37
Official
Dear Heather.O We are truly sorry to hear you find our service less than satisfactory and that you feel **********. Thank you for your feedback as it is only with feedback such as your own that we can review our service levels and adjust accordingly where needed. I have reviewed your booking, our email correspondence with you and your phone call with Chanelle Moses and I am able to provide you the following feedback at present:
We can empathize that the costing for changes may not always be easily understandable or be favorable. We can appreciate that a discrepancy in prices quoted can provide even further frustrations with regards to this. I hope that the below will provide you with some clarity on this.
When making a change to your ticket, the airline will, depending on the fare conditions you have booked, normally charge you a change penalty as well as the difference in fares and taxes between your original ticket and the new ticket you wish to change to. The change penalty on a ticket is determined by the airline and this is a fixed amount you agree to when confirming your booking. The difference in fares and taxes fluctuates based on availability on the new flight. Much like purchasing a new flight, the closer you are to departure or the fuller a flight is, the higher the cost in the difference of the tickets will be. While there may be more cost-effective, new flights available to be booked, the airline does not permit you to downgrade your ticket to a more cost-effective fare type. You are only permitted to book the same fare type or higher. As your Flight Centre Online Support team, we do not determine the cost for changes, we calculate these for you based on the availability and fare conditions provided by the airline. We hope the above provides some insights into the actions taken by our side thus far, and hope that you will continue to make use of Flight Centre Online Support's services for your future bookings. We apologize once more for any frustration any discrepancies in change quotes or lack of clarity from our side may have caused. ~C.M
We can empathize that the costing for changes may not always be easily understandable or be favorable. We can appreciate that a discrepancy in prices quoted can provide even further frustrations with regards to this. I hope that the below will provide you with some clarity on this.
When making a change to your ticket, the airline will, depending on the fare conditions you have booked, normally charge you a change penalty as well as the difference in fares and taxes between your original ticket and the new ticket you wish to change to. The change penalty on a ticket is determined by the airline and this is a fixed amount you agree to when confirming your booking. The difference in fares and taxes fluctuates based on availability on the new flight. Much like purchasing a new flight, the closer you are to departure or the fuller a flight is, the higher the cost in the difference of the tickets will be. While there may be more cost-effective, new flights available to be booked, the airline does not permit you to downgrade your ticket to a more cost-effective fare type. You are only permitted to book the same fare type or higher. As your Flight Centre Online Support team, we do not determine the cost for changes, we calculate these for you based on the availability and fare conditions provided by the airline. We hope the above provides some insights into the actions taken by our side thus far, and hope that you will continue to make use of Flight Centre Online Support's services for your future bookings. We apologize once more for any frustration any discrepancies in change quotes or lack of clarity from our side may have caused. ~C.M