MC
Mustafa C
1 reviews | Active since Aug 2011
15 Nov 2023, 12:53
Do Not Plan Travel or Buy Tickets from Flightcenter Sandton!
Hello,
I am extremely disappointed with my experience with Flightcenter Sandton and strongly advise against planning any travel or purchasing tickets from this company. During the ticket purchase, one of their employees named Tarryn assured me that my return ticket could be canceled with certain deductions app**** and a refund processed. However, my efforts to cancel the ticket and obtain a refund after my trip resulted in months of fruitless attempts.
Every time I contacted Flightcenter Sandton, I received conflicting information, and instead of addressing my issue, they evaded the matter. They made efforts to extend the validity of my ticket, but there was no progress concerning my refund request.
I want to caution anyone considering reliable travel planning with Flightcenter Sandton against their poor customer service and unreliable practices. The company does not demonstrate a problem-solving approach and lacks respect for customer requests.
After this experience, I strongly advise against planning travel with Flightcenter Sandton and urge everyone to steer clear of this company.
Best regards, Mustafa
Helpful (0)
Replies (10)0
Replies (10)
Flight Centre South Africa's replyOfficial
15 Nov 2023, 12:59Dear Mustafa,
Thank you for taking the time to review your experience. We have noted that a case is already open with our Customer Experience team and they are looking into the concerns noted, however, require additional information from the relevant supplier which can take additional time to source.
We sincerely apologise for the delay and will ensure your review is added to your current case.
~A.C
Thank you for taking the time to review your experience. We have noted that a case is already open with our Customer Experience team and they are looking into the concerns noted, however, require additional information from the relevant supplier which can take additional time to source.
We sincerely apologise for the delay and will ensure your review is added to your current case.
~A.C
Flight Centre South Africa's reply15 Nov 2023, 12:59
Official
Dear Mustafa,
Thank you for taking the time to review your experience. We have noted that a case is already open with our Customer Experience team and they are looking into the concerns noted, however, require additional information from the relevant supplier which can take additional time to source.
We sincerely apologise for the delay and will ensure your review is added to your current case.
~A.C
Thank you for taking the time to review your experience. We have noted that a case is already open with our Customer Experience team and they are looking into the concerns noted, however, require additional information from the relevant supplier which can take additional time to source.
We sincerely apologise for the delay and will ensure your review is added to your current case.
~A.C
MC
Mustafa C's updateReviewer Update
15 Nov 2023, 13:17Case?
That case was open a months ago... Still trying to buy more time...
I am utterly disgusted and have no faith to your staff members. Your company's employees are very well trained to keep customers at bay.
Sincerely,
Mustafa
That case was open a months ago... Still trying to buy more time...
I am utterly disgusted and have no faith to your staff members. Your company's employees are very well trained to keep customers at bay.
Sincerely,
Mustafa
MC
Mustafa C's update15 Nov 2023, 13:17
Reviewer Update
Case?
That case was open a months ago... Still trying to buy more time...
I am utterly disgusted and have no faith to your staff members. Your company's employees are very well trained to keep customers at bay.
Sincerely,
Mustafa
That case was open a months ago... Still trying to buy more time...
I am utterly disgusted and have no faith to your staff members. Your company's employees are very well trained to keep customers at bay.
Sincerely,
Mustafa
Flight Centre South Africa's replyOfficial
15 Nov 2023, 13:42Hi Mustafa
A case was opened with our Customer Experience team on 6 November 2023 via an email sent to them from you for assistance with your concerns. We can assure you that our Customer Experience team is not trying to buy more time so that there is no resolution however they need to obtain all the relevant information including contacting the airline for assistance with your specific ticket.
~A.C
A case was opened with our Customer Experience team on 6 November 2023 via an email sent to them from you for assistance with your concerns. We can assure you that our Customer Experience team is not trying to buy more time so that there is no resolution however they need to obtain all the relevant information including contacting the airline for assistance with your specific ticket.
~A.C
Flight Centre South Africa's reply15 Nov 2023, 13:42
Official
Hi Mustafa
A case was opened with our Customer Experience team on 6 November 2023 via an email sent to them from you for assistance with your concerns. We can assure you that our Customer Experience team is not trying to buy more time so that there is no resolution however they need to obtain all the relevant information including contacting the airline for assistance with your specific ticket.
~A.C
A case was opened with our Customer Experience team on 6 November 2023 via an email sent to them from you for assistance with your concerns. We can assure you that our Customer Experience team is not trying to buy more time so that there is no resolution however they need to obtain all the relevant information including contacting the airline for assistance with your specific ticket.
~A.C
MC
Mustafa C's updateReviewer Update
15 Nov 2023, 14:56No, solution and advising me to wait more? I am saying your staff wasted my time until my ticket has been expired. So what is the point now... I knew this would not help. Thanks but no worries , i ll be ambassador to tell people how unprofessional and badly i have been treated . I won't advise to anyone to use Flightcenter for their travel journey. Otherwise that journey may turn a nightmare.if anything goes wrong with their flights. well, during she was selling my ticket.she put all sweets ans jellies... How bitter is the taste now...
MC
Mustafa C's update15 Nov 2023, 14:56
Reviewer Update
No, solution and advising me to wait more? I am saying your staff wasted my time until my ticket has been expired. So what is the point now... I knew this would not help. Thanks but no worries , i ll be ambassador to tell people how unprofessional and badly i have been treated . I won't advise to anyone to use Flightcenter for their travel journey. Otherwise that journey may turn a nightmare.if anything goes wrong with their flights. well, during she was selling my ticket.she put all sweets ans jellies... How bitter is the taste now...
Flight Centre South Africa's replyOfficial
15 Nov 2023, 15:33Hi Mustafa,
As per the feedback provided your entire case is being investigated by the Customer Experience department. This does take time to get to the bottom of each concern noted and to ensure full and unbiased feedback is provided.
~A.C
As per the feedback provided your entire case is being investigated by the Customer Experience department. This does take time to get to the bottom of each concern noted and to ensure full and unbiased feedback is provided.
~A.C
Flight Centre South Africa's reply15 Nov 2023, 15:33
Official
Hi Mustafa,
As per the feedback provided your entire case is being investigated by the Customer Experience department. This does take time to get to the bottom of each concern noted and to ensure full and unbiased feedback is provided.
~A.C
As per the feedback provided your entire case is being investigated by the Customer Experience department. This does take time to get to the bottom of each concern noted and to ensure full and unbiased feedback is provided.
~A.C
Flight Centre South Africa's replyOfficial
17 Nov 2023, 11:02 Dear Mustafa C.
Thank you for sharing your feedback with us and for allowing us the opportunity to respond. We are extremely sorry to learn that you are unhappy with your booking made at our Sandton store on the 14th of September 2022.
We do understand the frustration and stress you might be going through. We also assure you that your concerns have been treated with the utmost priority.
Flight Centre operates as a travel agency that sells the services and products of third-party suppliers. When you sign an agreement with us, you also agree to the binding terms of the supplier of the product you are purchasing. Each of these products comes with its terms and conditions and it is our responsibility to inform our customers of the terms and conditions attached to their specific booking. Flight Centre fulfilled this responsibility towards you on 2 different occasions. The first occasion was at the point of sale. All the ticket terms and conditions were discussed with you and to ensure your understanding, our agent sent the terms and conditions along with the payment link. The payment link ensures that payment is not accepted until the customer goes through every single detail of their booking and confirms it. Proof of the signed electronic agreement has been sent to you privately to protect your personal information.
By signing this document, you agreed to the cancellation terms and conditions of the flight ticket purchased.
The second occasion was when our store consultant sent your booking documents. These booking documents contained your ticket cancellation rules. The ticket rules stated verbatim that the ticket would be non-refundable after departure. This meant that the moment you used the booking to depart to your destination, the ticket could no longer be refunded, however, date changes were still permitted within the validity of the ticket.
In your feedback you stated that our agents at the Sandton branch ignored your requests to cancel your ticket, however, according to our records which we can also make available to you, our agents rep**** to your emails timeously and it was stated by you in one of your replies that our agent's response had landed in the spam folder of your Gmail account on one occasion. On the 22 of July 2023, you sent an email informing us that you would be extending your stay and you wanted to know how long your ticket could be kept open. Our store agent then responded informing you of your ticket validity and further informing you that your ticket could only be rebooked and not cancelled as no refund would be due. Upon receiving this email, you opted to keep your ticket open and promised to communicate a new return date to our agent soon. On the 14th of October 2023, you expressed that you would like to cancel your ticket as you had changed your mind about keeping it open. You also stated your confusion about the refundability of your ticket. Our agents rep**** on the 16th of October to let you know that they were willing to cancel the ticket and they further stated and elaborated on your ticket rules. Since you had already utilised the ticket to depart from South Africa, the ticket was non-refundable, however; it could still be used within its validity to perform a date change. You were also informed that the ticket would expire by the 31st of October 2023.
It is quite unfortunate that you feel short-changed by Flight Centre enforcing the ticket rules as stipulated by the airline, however, as per our terms and conditions, Flight Centre can only offer a refund to our customer if the supplier concerned forwards a refund to us. In this instance, the airline has stated that the ticket is nonrefundable as per the ticket policy and no refund is available. The ticket has also expired as flight tickets remain valid for 12 months after the purchase date.
On behalf of Flight Centre Travel Group, we genuinely regret that the airline has not accommodated your request.
Kind regards
~C.M
~C.M
Flight Centre South Africa's reply17 Nov 2023, 11:02
Official
Dear Mustafa C.
Thank you for sharing your feedback with us and for allowing us the opportunity to respond. We are extremely sorry to learn that you are unhappy with your booking made at our Sandton store on the 14th of September 2022.
We do understand the frustration and stress you might be going through. We also assure you that your concerns have been treated with the utmost priority.
Flight Centre operates as a travel agency that sells the services and products of third-party suppliers. When you sign an agreement with us, you also agree to the binding terms of the supplier of the product you are purchasing. Each of these products comes with its terms and conditions and it is our responsibility to inform our customers of the terms and conditions attached to their specific booking. Flight Centre fulfilled this responsibility towards you on 2 different occasions. The first occasion was at the point of sale. All the ticket terms and conditions were discussed with you and to ensure your understanding, our agent sent the terms and conditions along with the payment link. The payment link ensures that payment is not accepted until the customer goes through every single detail of their booking and confirms it. Proof of the signed electronic agreement has been sent to you privately to protect your personal information.
By signing this document, you agreed to the cancellation terms and conditions of the flight ticket purchased.
The second occasion was when our store consultant sent your booking documents. These booking documents contained your ticket cancellation rules. The ticket rules stated verbatim that the ticket would be non-refundable after departure. This meant that the moment you used the booking to depart to your destination, the ticket could no longer be refunded, however, date changes were still permitted within the validity of the ticket.
In your feedback you stated that our agents at the Sandton branch ignored your requests to cancel your ticket, however, according to our records which we can also make available to you, our agents rep**** to your emails timeously and it was stated by you in one of your replies that our agent's response had landed in the spam folder of your Gmail account on one occasion. On the 22 of July 2023, you sent an email informing us that you would be extending your stay and you wanted to know how long your ticket could be kept open. Our store agent then responded informing you of your ticket validity and further informing you that your ticket could only be rebooked and not cancelled as no refund would be due. Upon receiving this email, you opted to keep your ticket open and promised to communicate a new return date to our agent soon. On the 14th of October 2023, you expressed that you would like to cancel your ticket as you had changed your mind about keeping it open. You also stated your confusion about the refundability of your ticket. Our agents rep**** on the 16th of October to let you know that they were willing to cancel the ticket and they further stated and elaborated on your ticket rules. Since you had already utilised the ticket to depart from South Africa, the ticket was non-refundable, however; it could still be used within its validity to perform a date change. You were also informed that the ticket would expire by the 31st of October 2023.
It is quite unfortunate that you feel short-changed by Flight Centre enforcing the ticket rules as stipulated by the airline, however, as per our terms and conditions, Flight Centre can only offer a refund to our customer if the supplier concerned forwards a refund to us. In this instance, the airline has stated that the ticket is nonrefundable as per the ticket policy and no refund is available. The ticket has also expired as flight tickets remain valid for 12 months after the purchase date.
On behalf of Flight Centre Travel Group, we genuinely regret that the airline has not accommodated your request.
Kind regards
~C.M
~C.M
MC
Mustafa C's updateReviewer Update
17 Nov 2023, 11:20Hi,
I am writing to express my deep dissatisfaction and utter dismay regarding the handling of my recent transaction. I must emphasize that the information provided to me was unequivocally accurate, and I vehemently disagree with any suggestion otherwise. What I've consistently asserted is solely based on the information conveyed to me by Tarryn, who explicitly assured me that the ticket was indeed cancelable and partially refundable after certain deductions. Notably, she meticulously used a calculator to conduct calculations, providing an approximate amount while cautioning that variations were plausible. I challenge the existence of video records akin to the screenshot records at your disposal. Had you possessed such footage, it would undoubtedly substantiate my credibility in this matter.
The very rationale behind my choice to engage a travel agent was rooted in the complexities associated with purchasing overseas travel tickets. I sought guidance from FlightCenter to make an informed decision and to place trust in a sales agent's expertise. Regrettably, in this instance, my trust was misplaced. I have learned a costly lesson, one that I won't soon forget. Despite your references to British Airways or other specifics, the responsibility ultimately rested on your sales agent, who guided me according to what she deemed suitable, while I merely assisted in choosing dates. My involvement did not extend to technical details, as my emails to your agent clearly demonstrate, even including discussions regarding refundable airport taxes.
This unsatisfactory experience has left an indelible mark, and I unequivocally express my discontent with the unacceptable service provided. Rest assured, I am resolute in my decision not to recommend your service to anyone and will actively dissuade individuals from utilizing your services in the future.
I am not disillusioned by the prospect of any viable resolution, considering the dismissive responses received from your sales agent. Consequently, I propose closing this matter and redirecting my efforts elsewhere.
Yours sincerely,
MC
I am writing to express my deep dissatisfaction and utter dismay regarding the handling of my recent transaction. I must emphasize that the information provided to me was unequivocally accurate, and I vehemently disagree with any suggestion otherwise. What I've consistently asserted is solely based on the information conveyed to me by Tarryn, who explicitly assured me that the ticket was indeed cancelable and partially refundable after certain deductions. Notably, she meticulously used a calculator to conduct calculations, providing an approximate amount while cautioning that variations were plausible. I challenge the existence of video records akin to the screenshot records at your disposal. Had you possessed such footage, it would undoubtedly substantiate my credibility in this matter.
The very rationale behind my choice to engage a travel agent was rooted in the complexities associated with purchasing overseas travel tickets. I sought guidance from FlightCenter to make an informed decision and to place trust in a sales agent's expertise. Regrettably, in this instance, my trust was misplaced. I have learned a costly lesson, one that I won't soon forget. Despite your references to British Airways or other specifics, the responsibility ultimately rested on your sales agent, who guided me according to what she deemed suitable, while I merely assisted in choosing dates. My involvement did not extend to technical details, as my emails to your agent clearly demonstrate, even including discussions regarding refundable airport taxes.
This unsatisfactory experience has left an indelible mark, and I unequivocally express my discontent with the unacceptable service provided. Rest assured, I am resolute in my decision not to recommend your service to anyone and will actively dissuade individuals from utilizing your services in the future.
I am not disillusioned by the prospect of any viable resolution, considering the dismissive responses received from your sales agent. Consequently, I propose closing this matter and redirecting my efforts elsewhere.
Yours sincerely,
MC
MC
Mustafa C's update17 Nov 2023, 11:20
Reviewer Update
Hi,
I am writing to express my deep dissatisfaction and utter dismay regarding the handling of my recent transaction. I must emphasize that the information provided to me was unequivocally accurate, and I vehemently disagree with any suggestion otherwise. What I've consistently asserted is solely based on the information conveyed to me by Tarryn, who explicitly assured me that the ticket was indeed cancelable and partially refundable after certain deductions. Notably, she meticulously used a calculator to conduct calculations, providing an approximate amount while cautioning that variations were plausible. I challenge the existence of video records akin to the screenshot records at your disposal. Had you possessed such footage, it would undoubtedly substantiate my credibility in this matter.
The very rationale behind my choice to engage a travel agent was rooted in the complexities associated with purchasing overseas travel tickets. I sought guidance from FlightCenter to make an informed decision and to place trust in a sales agent's expertise. Regrettably, in this instance, my trust was misplaced. I have learned a costly lesson, one that I won't soon forget. Despite your references to British Airways or other specifics, the responsibility ultimately rested on your sales agent, who guided me according to what she deemed suitable, while I merely assisted in choosing dates. My involvement did not extend to technical details, as my emails to your agent clearly demonstrate, even including discussions regarding refundable airport taxes.
This unsatisfactory experience has left an indelible mark, and I unequivocally express my discontent with the unacceptable service provided. Rest assured, I am resolute in my decision not to recommend your service to anyone and will actively dissuade individuals from utilizing your services in the future.
I am not disillusioned by the prospect of any viable resolution, considering the dismissive responses received from your sales agent. Consequently, I propose closing this matter and redirecting my efforts elsewhere.
Yours sincerely,
MC
I am writing to express my deep dissatisfaction and utter dismay regarding the handling of my recent transaction. I must emphasize that the information provided to me was unequivocally accurate, and I vehemently disagree with any suggestion otherwise. What I've consistently asserted is solely based on the information conveyed to me by Tarryn, who explicitly assured me that the ticket was indeed cancelable and partially refundable after certain deductions. Notably, she meticulously used a calculator to conduct calculations, providing an approximate amount while cautioning that variations were plausible. I challenge the existence of video records akin to the screenshot records at your disposal. Had you possessed such footage, it would undoubtedly substantiate my credibility in this matter.
The very rationale behind my choice to engage a travel agent was rooted in the complexities associated with purchasing overseas travel tickets. I sought guidance from FlightCenter to make an informed decision and to place trust in a sales agent's expertise. Regrettably, in this instance, my trust was misplaced. I have learned a costly lesson, one that I won't soon forget. Despite your references to British Airways or other specifics, the responsibility ultimately rested on your sales agent, who guided me according to what she deemed suitable, while I merely assisted in choosing dates. My involvement did not extend to technical details, as my emails to your agent clearly demonstrate, even including discussions regarding refundable airport taxes.
This unsatisfactory experience has left an indelible mark, and I unequivocally express my discontent with the unacceptable service provided. Rest assured, I am resolute in my decision not to recommend your service to anyone and will actively dissuade individuals from utilizing your services in the future.
I am not disillusioned by the prospect of any viable resolution, considering the dismissive responses received from your sales agent. Consequently, I propose closing this matter and redirecting my efforts elsewhere.
Yours sincerely,
MC
Flight Centre South Africa's replyOfficial
17 Nov 2023, 12:21Dear Mustafa,
Thank you for your response. We're mindful of the feedback provided, however, the accepted travel arrangements and conditions thereof are not reflective of your feedback noted. Should you be in possession of any evidence to further support your feedback kindly provide this to our Customer Experience expert and the matter as well as the decision will be reviewed once received.
~A.C
Thank you for your response. We're mindful of the feedback provided, however, the accepted travel arrangements and conditions thereof are not reflective of your feedback noted. Should you be in possession of any evidence to further support your feedback kindly provide this to our Customer Experience expert and the matter as well as the decision will be reviewed once received.
~A.C
Flight Centre South Africa's reply17 Nov 2023, 12:21
Official
Dear Mustafa,
Thank you for your response. We're mindful of the feedback provided, however, the accepted travel arrangements and conditions thereof are not reflective of your feedback noted. Should you be in possession of any evidence to further support your feedback kindly provide this to our Customer Experience expert and the matter as well as the decision will be reviewed once received.
~A.C
Thank you for your response. We're mindful of the feedback provided, however, the accepted travel arrangements and conditions thereof are not reflective of your feedback noted. Should you be in possession of any evidence to further support your feedback kindly provide this to our Customer Experience expert and the matter as well as the decision will be reviewed once received.
~A.C
MC
Mustafa C's updateReviewer Update
17 Nov 2023, 12:28I have nothing to provide your customer support. They are sitting next to your sales agent and giving her nice hug to provide false information to customer and loose all that money. If she couldn't give me false information , i could have bought one way ticket isn't it?... As i didn't think your sales agent could/would not tell truth and provide false information . Yeaaz you arw right , i should have brought my personal cameraman and take this sales on video.... Congratulations 👌👏👏👏
MC
Mustafa C's update17 Nov 2023, 12:28
Reviewer Update
I have nothing to provide your customer support. They are sitting next to your sales agent and giving her nice hug to provide false information to customer and loose all that money. If she couldn't give me false information , i could have bought one way ticket isn't it?... As i didn't think your sales agent could/would not tell truth and provide false information . Yeaaz you arw right , i should have brought my personal cameraman and take this sales on video.... Congratulations 👌👏👏👏
Flight Centre South Africa's replyOfficial
17 Nov 2023, 12:35Dear Mustafa,
Your feedback is noted and will be shared with the Customer Experience team.
~A.C
Your feedback is noted and will be shared with the Customer Experience team.
~A.C
Flight Centre South Africa's reply17 Nov 2023, 12:35
Official
Dear Mustafa,
Your feedback is noted and will be shared with the Customer Experience team.
~A.C
Your feedback is noted and will be shared with the Customer Experience team.
~A.C