SB
Shantel B
1 reviews | Active since Mar 2023
09 Oct 2024, 09:08
Extremely Disappointing service!
I recently booked my flight tickets with Flight Centre Nicolway. I was extremely disappointed on my way back from my holiday that my baggage was not included in my flight ticket. I had such a beautiful holiday and to have ended it this way really left a bad taste in my mouth. If the consultant had told me this, I would have paid for it upfront but getting that surprise at the end of the holiday where you hardly have any funds back is not fun. I have logged a complaint with their customer care center and up until today I have received no response. I will never recommend them or ever use them again.
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Replies (2)
Flight Centre South Africa's replyOfficial
09 Oct 2024, 09:44Dear Shantel,
We're really sorry to hear about your recent experience with Flight Centre Nicolway. We understand how frustrating it must have been to end such a beautiful holiday on a stressful note, especially with an unexpected baggage charge. We'll flag your review to our Customer Experience team and follow up on your case for you.
Thank you for bringing this to our attention.
We're really sorry to hear about your recent experience with Flight Centre Nicolway. We understand how frustrating it must have been to end such a beautiful holiday on a stressful note, especially with an unexpected baggage charge. We'll flag your review to our Customer Experience team and follow up on your case for you.
Thank you for bringing this to our attention.
~A.D
Flight Centre South Africa's reply09 Oct 2024, 09:44
Official
Dear Shantel,
We're really sorry to hear about your recent experience with Flight Centre Nicolway. We understand how frustrating it must have been to end such a beautiful holiday on a stressful note, especially with an unexpected baggage charge. We'll flag your review to our Customer Experience team and follow up on your case for you.
Thank you for bringing this to our attention.
We're really sorry to hear about your recent experience with Flight Centre Nicolway. We understand how frustrating it must have been to end such a beautiful holiday on a stressful note, especially with an unexpected baggage charge. We'll flag your review to our Customer Experience team and follow up on your case for you.
Thank you for bringing this to our attention.
~A.D
Flight Centre South Africa's replyOfficial
14 Oct 2024, 16:52Dear Shantel
Thank you for your correspondence directed to Customer Experience and for allowing us the opportunity to look into the matter. We have carefully reviewed all the documentation related to your booking and have consulted with the relevant parties. We would like to address your concerns as follows.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for your frustration regarding the payment of luggage during your recent trip booked with us.
Our investigation into your concerns has yielded that your original quote from Nicholas indicated ‘No Check-in baggage’ for your booking. We have provided you with the relevant screenshot for ease of reference.
We have no record of you enquiring about the baggage allowance when consulting with your travel agent. We have no doubt that had you brought this to his attention that he would have made the necessary changes to your itinerary prior to accepting your payment.
Once payment was received and the booking arrangements were confirmed you received an itinerary indicating a baggage allowance of zero pieces. We have provided you with the relevant screenshot for ease of reference.
Your travel itinerary indicates the luggage allowances for your trip. Some airlines or low-cost carriers include a zero-luggage allowance and may charge a fee per bag. Therefore, it is imperative customers fami****ize themselves with the luggage allowance requirements for the entire trip. Notably, the cost of baggage is for the customer's account.
As part of our efforts to thoroughly understand your situation and the booking conditions, we have reviewed the pricing options that were available to your travel agent at the time your booking was made. Our direct communication outlined the options available for your routing.
Our records show your booking was the most cost-effective option for your routing. Upon further review, it’s evident the travel agent should have selected a higher booking fare to meet your luggage requirements for the internal flights, ensuring better alignment with your overall travel needs.
Our records show your booking was the most cost-effective option for your routing. Upon further review, it’s evident the travel agent should have selected a higher booking fare to meet your luggage requirements for the internal flights, ensuring better alignment with your overall travel needs.
We also did a price comparison between the fare options provided to you and the higher fare. After reviewing the fare differences, we found that the amount you paid at the airport for your baggage was significantly lower than the cost of reserving the correct fare that would have met your luggage requirements. As a result, Flight Centre Travel Group is regrettably unable to accommodate your request for compensation for the baggage charges.
We trust you will find the above in order and remain at your disposal.
Kind Regards
~T.M
Kind Regards
~T.M
Flight Centre South Africa's reply14 Oct 2024, 16:52
Official
Dear Shantel
Thank you for your correspondence directed to Customer Experience and for allowing us the opportunity to look into the matter. We have carefully reviewed all the documentation related to your booking and have consulted with the relevant parties. We would like to address your concerns as follows.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for your frustration regarding the payment of luggage during your recent trip booked with us.
Our investigation into your concerns has yielded that your original quote from Nicholas indicated ‘No Check-in baggage’ for your booking. We have provided you with the relevant screenshot for ease of reference.
We have no record of you enquiring about the baggage allowance when consulting with your travel agent. We have no doubt that had you brought this to his attention that he would have made the necessary changes to your itinerary prior to accepting your payment.
Once payment was received and the booking arrangements were confirmed you received an itinerary indicating a baggage allowance of zero pieces. We have provided you with the relevant screenshot for ease of reference.
Your travel itinerary indicates the luggage allowances for your trip. Some airlines or low-cost carriers include a zero-luggage allowance and may charge a fee per bag. Therefore, it is imperative customers fami****ize themselves with the luggage allowance requirements for the entire trip. Notably, the cost of baggage is for the customer's account.
As part of our efforts to thoroughly understand your situation and the booking conditions, we have reviewed the pricing options that were available to your travel agent at the time your booking was made. Our direct communication outlined the options available for your routing.
Our records show your booking was the most cost-effective option for your routing. Upon further review, it’s evident the travel agent should have selected a higher booking fare to meet your luggage requirements for the internal flights, ensuring better alignment with your overall travel needs.
Our records show your booking was the most cost-effective option for your routing. Upon further review, it’s evident the travel agent should have selected a higher booking fare to meet your luggage requirements for the internal flights, ensuring better alignment with your overall travel needs.
We also did a price comparison between the fare options provided to you and the higher fare. After reviewing the fare differences, we found that the amount you paid at the airport for your baggage was significantly lower than the cost of reserving the correct fare that would have met your luggage requirements. As a result, Flight Centre Travel Group is regrettably unable to accommodate your request for compensation for the baggage charges.
We trust you will find the above in order and remain at your disposal.
Kind Regards
~T.M
Kind Regards
~T.M