MT
Minah T
1 reviews | Active since Jul 2022
05 Jul 2022, 13:42
Do not try this at home!!!!!!!!
I booked a trip to Mauritius. Due to flight issues, we wanted to change dates to stay one day longer than expected. All we got was a two liner that says when you cancel on this date, charge will be this much and when you cancel on this date charge will be this much. We lost two days of stay due to change of dates of flight. The Flight centre charged us for an additional day that we added to our trip given the three days we lost. We were made to pay for that additional day being told that change of date is not allowed, even by just extending by one day. They hide behind some system. Apparently it is because of the hotel but the conditions are those that are of Flight Centre. We are still waiting to be shown where this is a policy and when were we made aware of it. For crying out loud we are not canceling, we are just changing travel date and by one more day. The name of the Resort is Casuarina Resort and Spa. If you can, avoid Flight Centre and this resort. It is not worth it.
On top of that, we must also pay additionally for the transport. When we asked for change of date policy they told us we must go find it ourselves at some customer care centre.
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Replies (3)0
Replies (3)
Flight Centre South Africa's replyOfficial
05 Jul 2022, 13:57Dear Minah T,
Thank you for taking the time to raise your concerns with us and for detailing your feedback. We would like to get to the bottom of this for you and provide you with feedback on the matter. Please expect communication from our Customer Experience team as they will assist with this matter.
~A.C
Thank you for taking the time to raise your concerns with us and for detailing your feedback. We would like to get to the bottom of this for you and provide you with feedback on the matter. Please expect communication from our Customer Experience team as they will assist with this matter.
~A.C
Flight Centre South Africa's reply05 Jul 2022, 13:57
Official
Dear Minah T,
Thank you for taking the time to raise your concerns with us and for detailing your feedback. We would like to get to the bottom of this for you and provide you with feedback on the matter. Please expect communication from our Customer Experience team as they will assist with this matter.
~A.C
Thank you for taking the time to raise your concerns with us and for detailing your feedback. We would like to get to the bottom of this for you and provide you with feedback on the matter. Please expect communication from our Customer Experience team as they will assist with this matter.
~A.C
Flight Centre South Africa's replyOfficial
07 Jul 2022, 10:57 Dear Minah T. We have noted that the flights booked with South African Airways were not part of your booking with Flight Centre. The overbooking and subsequent missed departure date was the main reason behind the change of dates requested from Casuarina Resort and Spa. Flight Centre acts as an agent in the booking of your travel products. Third-party suppliers are the providers for your travel and have their own terms & conditions. Your contract for the travel service is with third-party suppliers. Flight Centre terms & conditions are always presented at the time of booking and mention that we are completely reliant on the re-accommodation policies of our third-party suppliers in cases where travel does not go as scheduled. Considering the above, Casuarina Resort and Spa was well within their rights to charge you as the changes made to your booking accommodation were not due to any incident caused by Flight Centre or the Casuarina Resort and Spa, but they were due to South African Airways whom you had a separate contract with when you booked your flights directly with them. Any costs incurred by you due to the overbooking of the SAA flights were due by you and Pieter from our The Reds Mall store did his best to ensure that your dream holiday took place despite a disturbance that was not of our own making. On behalf of Flight Centre Travel Group, we genuinely sympathize with your frustration. We trust you will find the above in order. ~C.M
Flight Centre South Africa's reply07 Jul 2022, 10:57
Official
Dear Minah T. We have noted that the flights booked with South African Airways were not part of your booking with Flight Centre. The overbooking and subsequent missed departure date was the main reason behind the change of dates requested from Casuarina Resort and Spa. Flight Centre acts as an agent in the booking of your travel products. Third-party suppliers are the providers for your travel and have their own terms & conditions. Your contract for the travel service is with third-party suppliers. Flight Centre terms & conditions are always presented at the time of booking and mention that we are completely reliant on the re-accommodation policies of our third-party suppliers in cases where travel does not go as scheduled. Considering the above, Casuarina Resort and Spa was well within their rights to charge you as the changes made to your booking accommodation were not due to any incident caused by Flight Centre or the Casuarina Resort and Spa, but they were due to South African Airways whom you had a separate contract with when you booked your flights directly with them. Any costs incurred by you due to the overbooking of the SAA flights were due by you and Pieter from our The Reds Mall store did his best to ensure that your dream holiday took place despite a disturbance that was not of our own making. On behalf of Flight Centre Travel Group, we genuinely sympathize with your frustration. We trust you will find the above in order. ~C.M
Flight Centre South Africa's replyOfficial
12 Jul 2022, 14:20Good day, Minah T. It is very disheartening to learn that you were not satisfied with our feedback regarding your matter. We can assure you that as soon as we received your concerns, they were treated with the utmost importance and due diligence was done during our investigation.
In line with the terms and conditions accepted at the time of booking, Flight Centre in the confirmation of your travel is an agency, and your contract is not only with Flight Centre but with the third-party service providers of your travel arrangements. As such, any changes to travel will be subject to re-accommodation policies that these third-party service providers advise.
We always recommend that our customers have travel insurance to cover them for any additional expenses incurred due to unforeseen events such as, but not limited to, flight cancellations, schedule changes or closure of third-party service providers' businesses. We noted that you did not take up travel insurance with Flight Centre however, we urge you to seek assistance from your insurance broker if you took out insurance elsewhere. If you paid with your bank card for your travel, perhaps your bankers might be able to assist you therefore we recommend you reach out to them as well to try and recoup the additional expenses.
We are truly sorry that your travel experience did not live up to your expectations however we hope that the above has afforded you clarity on the matter. We remain at your disposal for any further queries or assistance. ~C.M
In line with the terms and conditions accepted at the time of booking, Flight Centre in the confirmation of your travel is an agency, and your contract is not only with Flight Centre but with the third-party service providers of your travel arrangements. As such, any changes to travel will be subject to re-accommodation policies that these third-party service providers advise.
We always recommend that our customers have travel insurance to cover them for any additional expenses incurred due to unforeseen events such as, but not limited to, flight cancellations, schedule changes or closure of third-party service providers' businesses. We noted that you did not take up travel insurance with Flight Centre however, we urge you to seek assistance from your insurance broker if you took out insurance elsewhere. If you paid with your bank card for your travel, perhaps your bankers might be able to assist you therefore we recommend you reach out to them as well to try and recoup the additional expenses.
We are truly sorry that your travel experience did not live up to your expectations however we hope that the above has afforded you clarity on the matter. We remain at your disposal for any further queries or assistance. ~C.M
Flight Centre South Africa's reply12 Jul 2022, 14:20
Official
Good day, Minah T. It is very disheartening to learn that you were not satisfied with our feedback regarding your matter. We can assure you that as soon as we received your concerns, they were treated with the utmost importance and due diligence was done during our investigation.
In line with the terms and conditions accepted at the time of booking, Flight Centre in the confirmation of your travel is an agency, and your contract is not only with Flight Centre but with the third-party service providers of your travel arrangements. As such, any changes to travel will be subject to re-accommodation policies that these third-party service providers advise.
We always recommend that our customers have travel insurance to cover them for any additional expenses incurred due to unforeseen events such as, but not limited to, flight cancellations, schedule changes or closure of third-party service providers' businesses. We noted that you did not take up travel insurance with Flight Centre however, we urge you to seek assistance from your insurance broker if you took out insurance elsewhere. If you paid with your bank card for your travel, perhaps your bankers might be able to assist you therefore we recommend you reach out to them as well to try and recoup the additional expenses.
We are truly sorry that your travel experience did not live up to your expectations however we hope that the above has afforded you clarity on the matter. We remain at your disposal for any further queries or assistance. ~C.M
In line with the terms and conditions accepted at the time of booking, Flight Centre in the confirmation of your travel is an agency, and your contract is not only with Flight Centre but with the third-party service providers of your travel arrangements. As such, any changes to travel will be subject to re-accommodation policies that these third-party service providers advise.
We always recommend that our customers have travel insurance to cover them for any additional expenses incurred due to unforeseen events such as, but not limited to, flight cancellations, schedule changes or closure of third-party service providers' businesses. We noted that you did not take up travel insurance with Flight Centre however, we urge you to seek assistance from your insurance broker if you took out insurance elsewhere. If you paid with your bank card for your travel, perhaps your bankers might be able to assist you therefore we recommend you reach out to them as well to try and recoup the additional expenses.
We are truly sorry that your travel experience did not live up to your expectations however we hope that the above has afforded you clarity on the matter. We remain at your disposal for any further queries or assistance. ~C.M