hK
hayli K
1 reviews | Active since Oct 2011
11 Nov 2025, 10:26
Disappointed by the lack of proactive service and personal touch
We recently booked a Christmas Tour through several European cities with Flight Centre. The trip value exceeds R200 000—an experience we’ve looked forward to and saved towards for quite some time.
Unfortunately, the service we’ve received has fallen short of expectations. Throughout the process, we’ve had to follow up repeatedly for updates, clarity, and supporting information. Most concerning is that we ultimately had to engage directly with Emerald Cruises to obtain essential travel and visa documentation, as these details were not provided proactively by Flight Centre, despite raising the questions .
For a trip of this scale, we also expected a more personal touch,something as simple as a printed travel pack or small gift , as we’ve consistently received from other agencies. Instead, everything has been handled electronically, with little attention to detail or customer care.
While the booking has been completed correctly, the experience has felt impersonal and required far too much effort on our part. We hope that Flight Centre reviews their processes and strengthens their communication and customer engagement, especially in this market convinced climate.
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Replies (4)0
Replies (4)
Flight Centre South Africa's replyOfficial
11 Nov 2025, 10:33Dear Hayli,
Thank you for taking the time to share this detailed feedback. We sincerely apologise that your experience with booking your Christmas European tour has not met the standards you rightfully expected, especially for such a significant investment. Our Customer Experience team will reach out to you directly to further discuss.
~A.D
~A.D
Flight Centre South Africa's reply11 Nov 2025, 10:33
Official
Dear Hayli,
Thank you for taking the time to share this detailed feedback. We sincerely apologise that your experience with booking your Christmas European tour has not met the standards you rightfully expected, especially for such a significant investment. Our Customer Experience team will reach out to you directly to further discuss.
~A.D
~A.D
hK
hayli K's updateReviewer Update
17 Nov 2025, 16:33It has been over a week and I have yet to hear anything from Flight Center. Seems very much more of the same, where they are happy to take your funds but know nothing about customer service.
hK
hayli K's update17 Nov 2025, 16:33
Reviewer Update
It has been over a week and I have yet to hear anything from Flight Center. Seems very much more of the same, where they are happy to take your funds but know nothing about customer service.
Flight Centre South Africa's replyOfficial
17 Nov 2025, 20:50We're sorry to hear you still haven't heard anything from us, Hayli. We'll be following up on the delay and getting someone in touch with you as soon as possible. ~L.V
Flight Centre South Africa's reply17 Nov 2025, 20:50
Official
We're sorry to hear you still haven't heard anything from us, Hayli. We'll be following up on the delay and getting someone in touch with you as soon as possible. ~L.V
Flight Centre South Africa's replyOfficial
21 Nov 2025, 08:53Good day Hayli,
Thank you for taking the time to share your feedback with us. We truly appreciate it, and we are very sorry to hear that your recent experience fell short of the high standards we aim to deliver, especially for a trip as special and significant as your Christmas Tour.
On behalf of Flight Centre, please accept our sincere apologies for the frustration you experienced regarding communication and the need to follow up for information. We understand how important proactive support and a personal touch are, particularly when planning a once-in-a-lifetime holiday, and we regret that the service did not feel seamless or personalised throughout your journey with us.
We have reviewed your booking and the communication history, and while the required documentation was provided by your consultant, it is clear that the experience did not feel effortless from your perspective. For this, we are truly sorry. You should never feel that you need to escalate to third parties or chase information, and we recognise the impact this had on your confidence and peace of mind.
Your comments regarding personal touches and customer engagement have also been noted. We value this feedback, as it helps us understand where we can enhance our offering for our customers and milestone holidays such as yours. We have shared your feedback with your travel agent and her leaders to ensure we continue improving the level of care and consistency our customers receive.
We genuinely appreciate you raising these concerns, and we hope that despite this disappointment, your upcoming journey through Europe will be everything you’ve hoped for and more. Should you need anything further or require additional assistance Keshia and the Village Square team remain at your assistance as we remain committed to supporting you.
Kind Regards
T.M
Flight Centre South Africa's reply21 Nov 2025, 08:53
Official
Good day Hayli,
Thank you for taking the time to share your feedback with us. We truly appreciate it, and we are very sorry to hear that your recent experience fell short of the high standards we aim to deliver, especially for a trip as special and significant as your Christmas Tour.
On behalf of Flight Centre, please accept our sincere apologies for the frustration you experienced regarding communication and the need to follow up for information. We understand how important proactive support and a personal touch are, particularly when planning a once-in-a-lifetime holiday, and we regret that the service did not feel seamless or personalised throughout your journey with us.
We have reviewed your booking and the communication history, and while the required documentation was provided by your consultant, it is clear that the experience did not feel effortless from your perspective. For this, we are truly sorry. You should never feel that you need to escalate to third parties or chase information, and we recognise the impact this had on your confidence and peace of mind.
Your comments regarding personal touches and customer engagement have also been noted. We value this feedback, as it helps us understand where we can enhance our offering for our customers and milestone holidays such as yours. We have shared your feedback with your travel agent and her leaders to ensure we continue improving the level of care and consistency our customers receive.
We genuinely appreciate you raising these concerns, and we hope that despite this disappointment, your upcoming journey through Europe will be everything you’ve hoped for and more. Should you need anything further or require additional assistance Keshia and the Village Square team remain at your assistance as we remain committed to supporting you.
Kind Regards
T.M