KW
Kim W
1 reviews | Active since Dec 2023
24 Apr 2024, 13:15
Flight Center - online changes very frustrating
I have been trying to get in touch with Flight Centre on line to change a booking. I have made several calls where I have held on and held on. I went into a branch for assistance, but they are unable to help as they have no access to the On- line system. The staff at Bedfordview was helpful, but their call to the online number also went unanswered. They gave me the customer care number, they were helpful but had the same problem in that the call went unanswered as well. Both parties have sent emails to try and assist me. I do not have time on my side, but there is no alternative number. I have tried leaving my number for a call back, but have had no luck there either. I feel that the “on-line” booking should at least have an online change option as the telephone number given is not well managed at all.
Helpful (0)
Replies (9)0
Replies (9)
Flight Centre South Africa's replyOfficial
24 Apr 2024, 13:26Dear Kim,
We apologize for the inconvenience you've experienced while attempting to make changes to your booking. It's disheartening to hear about the challenges you faced in reaching our online customer service team and the frustration it has caused.
We understand that your time is precious, and we sincerely apologize for falling short of your expectations in providing timely assistance. Our online support team is currently transitioning to new systems and processes and we regret that this has impacted you negatively. Rest assured, we take your feedback seriously, and we're actively working to improve our support systems to ensure a smoother and more efficient experience for our customers.
We have escalated your request as a matter of urgency.
~A.C
We apologize for the inconvenience you've experienced while attempting to make changes to your booking. It's disheartening to hear about the challenges you faced in reaching our online customer service team and the frustration it has caused.
We understand that your time is precious, and we sincerely apologize for falling short of your expectations in providing timely assistance. Our online support team is currently transitioning to new systems and processes and we regret that this has impacted you negatively. Rest assured, we take your feedback seriously, and we're actively working to improve our support systems to ensure a smoother and more efficient experience for our customers.
We have escalated your request as a matter of urgency.
~A.C
Flight Centre South Africa's reply24 Apr 2024, 13:26
Official
Dear Kim,
We apologize for the inconvenience you've experienced while attempting to make changes to your booking. It's disheartening to hear about the challenges you faced in reaching our online customer service team and the frustration it has caused.
We understand that your time is precious, and we sincerely apologize for falling short of your expectations in providing timely assistance. Our online support team is currently transitioning to new systems and processes and we regret that this has impacted you negatively. Rest assured, we take your feedback seriously, and we're actively working to improve our support systems to ensure a smoother and more efficient experience for our customers.
We have escalated your request as a matter of urgency.
~A.C
We apologize for the inconvenience you've experienced while attempting to make changes to your booking. It's disheartening to hear about the challenges you faced in reaching our online customer service team and the frustration it has caused.
We understand that your time is precious, and we sincerely apologize for falling short of your expectations in providing timely assistance. Our online support team is currently transitioning to new systems and processes and we regret that this has impacted you negatively. Rest assured, we take your feedback seriously, and we're actively working to improve our support systems to ensure a smoother and more efficient experience for our customers.
We have escalated your request as a matter of urgency.
~A.C
KW
Kim W's updateReviewer Update
24 Apr 2024, 13:41Thank you for your understanding and your prompt reply. I will wait for a response and I will give feedback.
KW
Kim W's update24 Apr 2024, 13:41
Reviewer Update
Thank you for your understanding and your prompt reply. I will wait for a response and I will give feedback.
Flight Centre South Africa's replyOfficial
24 Apr 2024, 13:44It is a pleasure. ~A.C
Flight Centre South Africa's reply24 Apr 2024, 13:44
Official
It is a pleasure. ~A.C
KW
Kim W's updateReviewer Update
24 Apr 2024, 14:06Would it be reasonable to expect contact before 15h00, as I would need to change hotel and car bookings etc.?
KW
Kim W's update24 Apr 2024, 14:06
Reviewer Update
Would it be reasonable to expect contact before 15h00, as I would need to change hotel and car bookings etc.?
Flight Centre South Africa's replyOfficial
24 Apr 2024, 14:11Hi Kim,
Unfortunately, I can't guarantee but I am going to update your case and note that you would like to be contacted ASAP and by 15h00 so that you can proceed to change your other reservations.
I have also noted that the regional manager has flagged your case to our international online support team which works around the clock.
~A.C
Unfortunately, I can't guarantee but I am going to update your case and note that you would like to be contacted ASAP and by 15h00 so that you can proceed to change your other reservations.
I have also noted that the regional manager has flagged your case to our international online support team which works around the clock.
~A.C
Flight Centre South Africa's reply24 Apr 2024, 14:11
Official
Hi Kim,
Unfortunately, I can't guarantee but I am going to update your case and note that you would like to be contacted ASAP and by 15h00 so that you can proceed to change your other reservations.
I have also noted that the regional manager has flagged your case to our international online support team which works around the clock.
~A.C
Unfortunately, I can't guarantee but I am going to update your case and note that you would like to be contacted ASAP and by 15h00 so that you can proceed to change your other reservations.
I have also noted that the regional manager has flagged your case to our international online support team which works around the clock.
~A.C
KW
Kim W's updateReviewer Update
24 Apr 2024, 14:21Thank you for that. It is a domestic flight though, and not international
KW
Kim W's update24 Apr 2024, 14:21
Reviewer Update
Thank you for that. It is a domestic flight though, and not international
Flight Centre South Africa's replyOfficial
24 Apr 2024, 14:27That's okay, our new international team can service both Domestic and International bookings made on the RSA website.
~A.C
~A.C
Flight Centre South Africa's reply24 Apr 2024, 14:27
Official
That's okay, our new international team can service both Domestic and International bookings made on the RSA website.
~A.C
~A.C
KW
Kim W's updateReviewer Update
24 Apr 2024, 15:21Thanks. I have received a call from a very competent agent who assisted me. Unfortunately the change will cost more than the original flight, so I will keep my original reservation. Thank you for your assistance, it did help the matter to be escalated.
KW
Kim W's update24 Apr 2024, 15:21
Reviewer Update
Thanks. I have received a call from a very competent agent who assisted me. Unfortunately the change will cost more than the original flight, so I will keep my original reservation. Thank you for your assistance, it did help the matter to be escalated.
Flight Centre South Africa's replyOfficial
24 Apr 2024, 15:44Hi Kim
Thank you for the update, I appreciate it.
~A.C
Thank you for the update, I appreciate it.
~A.C
Flight Centre South Africa's reply24 Apr 2024, 15:44
Official
Hi Kim
Thank you for the update, I appreciate it.
~A.C
Thank you for the update, I appreciate it.
~A.C