1 reviews | Active since Oct 2015
Disappointing service from Flight Centre
In 2022 I planned a trip to Europe with Flight Centre that included activities. Later during the planning phase I changed it to a rand-friendly country and opted for Bali. Only then the travel expert sent me a document with Ts&Cs saying that the activities funds won’t be refunded, and they will only be used when I book another trip with activities to use the funds within 24-months. I’ve recently reached out to them trying to get the funds because I don’t have money to book a trip, and they are saying they can’t refund and they will instead extend the period until I have money to book. In this case, they’re holding my money ransom and refusing to refund me. The travel expert seems to be trying to resolve the issue but he’s being held back by someone in their office, a manager who stubbornly refuse to do the right thing. What saddens me is that this wasn’t my first trip with Flight Centre, and I don’t understand how they wouldn’t want to give me my money back. We are told that using credit cards and insurance protects us as travellers but I’m struggling to get R2576.55 from them. I’m now left with the option to go online and write reviews, contact the insurance company I used then, the bank and exhaust all avenues to get what’s due to me. I’m even more annoyed with myself because this won’t be the first travel agency that ****** me with my hard earned money. STA Travel did the same in 2020 and disappeared with our money and Flight Centre promised that they’re a reputable company that protects travellers’ interests and now this? It’s a shame.
We sincerely apologize for the inconvenience and frustration you've experienced regarding the non-refundability of activity funds and the handling of your request. As a valued customer, your satisfaction is paramount to us, and we regret that this situation has caused distress. Once a booking is made the funds are paid over to the supplier so it can be tricky at times to get refunds.
It's important to us that we resolve this matter amicably and ensure you feel supported. We would appreciate the opportunity to look further into your case and our Customer Experience team will reach out to assist.
~A.D
We sincerely apologize for the inconvenience and frustration you've experienced regarding the non-refundability of activity funds and the handling of your request. As a valued customer, your satisfaction is paramount to us, and we regret that this situation has caused distress. Once a booking is made the funds are paid over to the supplier so it can be tricky at times to get refunds.
It's important to us that we resolve this matter amicably and ensure you feel supported. We would appreciate the opportunity to look further into your case and our Customer Experience team will reach out to assist.
~A.D
Thank you for taking the time to share your experience with us. We genuinely regret the frustration and disappointment this situation has caused you, especially given your past support and loyalty to Flight Centre.
We have carefully reviewed your case, and I want to personally assure you that your concerns have been taken seriously and have been escalated to the appropriate teams for investigation. Following a thorough internal review, we acknowledge that your request for a refund of R2,576.55 is valid, and we agree that this matter should be resolved fairly.
We are pleased to confirm that a full refund of R2,576.55 will be processed. Our Canal Walk team will initiate the refund, and you will receive confirmation once the transaction has been completed. Please allow a few business days for the funds to reflect, depending on your bank’s processing times.
We deeply regret any impression that your money was being withheld unfairly. This situation does not reflect the standard of service we strive to uphold, nor does it align with the commitment we make to protect our customers’ interests. We sincerely apologise for the inconvenience and stress this has caused.
Thank you for bringing this to our attention and for allowing us the opportunity to make it right. We hope this resolution will help restore your confidence in Flight Centre, and we would love the chance to assist you again in the future under better circumstances.
~CM
Thank you for taking the time to share your experience with us. We genuinely regret the frustration and disappointment this situation has caused you, especially given your past support and loyalty to Flight Centre.
We have carefully reviewed your case, and I want to personally assure you that your concerns have been taken seriously and have been escalated to the appropriate teams for investigation. Following a thorough internal review, we acknowledge that your request for a refund of R2,576.55 is valid, and we agree that this matter should be resolved fairly.
We are pleased to confirm that a full refund of R2,576.55 will be processed. Our Canal Walk team will initiate the refund, and you will receive confirmation once the transaction has been completed. Please allow a few business days for the funds to reflect, depending on your bank’s processing times.
We deeply regret any impression that your money was being withheld unfairly. This situation does not reflect the standard of service we strive to uphold, nor does it align with the commitment we make to protect our customers’ interests. We sincerely apologise for the inconvenience and stress this has caused.
Thank you for bringing this to our attention and for allowing us the opportunity to make it right. We hope this resolution will help restore your confidence in Flight Centre, and we would love the chance to assist you again in the future under better circumstances.
~CM