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Gugu G

1 reviews | Active since Sept 2016

19 Sept 2023, 17:37

FLIGHT CENTER'S SERVICE LEVEL GOING FROM BAD TO WORSE

This travel agent based in Nelspruit, Mpumalanga booked flights with inconvenient times slots without advising me about other airlines with more suitable slots. When I asked later, she said the other airline was not showing. How can an experienced agent not know that there are other airlines going to Mauritius, besides Air Mauritius and Kenya Airlines. I had to search for suitable flights myself and found suitable slots via SAA.

I had to cancel with Air Mauritius, before cancelling the airline I asked her if we can get vouchers or a credit for the tickets, she said no. She showed the cancellation fees to an amount of about R11 000. I asked for a breakdown from the airline and she has not emailed it yet. I was not happy with how she handled the booking and I emailed Air Mauritius and they said the travel agent should have advised me and given me other options besides cancelling, which was costly. Air Mauritius said when I asked the agent about credit or vouchers, she should have advised me that Air Mauritius allows passengers to keep tickets up to 1 year from date of issue. Passengers can postpone the trip and use tickets later before the expiry date. There may be a difference in fare , taxes plus the rebooking fee. This agent failed to mention my options and has cost me money. This is our wedding anniversary trip and she has spoilt all the excitement I had about Mauritius. She has to be liable somehow because of her lack of diligence and not looking out for the best interests of Flight Centre clients

People do not even bother to lay a complaint because Flight Center will side with their staff. Do yourselves a favour and book with travel agents that value their clients I will not be using Flight center ever! It is a pity because there are good agents but those bad apples are definitely giving this business is bad name

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Replies (1)
Flight Centre South Africa
Flight Centre South Africa's reply19 Sept 2023, 19:02
Official
Dear Gugu 
 
Thank you for taking the time to let us know that you have been disappointed with the service from our Flight Centre Independent travel expert. We have taken note that your concerns were raised with our Customer Experience team and they have provided full feedback on the matter. 
 
We note your concerns about the flights that the consultant confirmed for you which you have advised were inconvenient. Before confirming your travel arrangements, our travel consultants share the relevant information regarding travel arrangements to allow our customers to review what has been booked and confirm if these arrangements are satisfactory. By reviewing and accepting the documentation shared, our customers acknowledge that the travel arrangements have been confirmed as requested and correctly.
 
Our records further indicate that before confirming your flights with Air Mauritius, our travel expert checked availability on South African Airways and regrettably all seats were sold out and we note that she advised same. We unfortunately, have no control over flight availability and per your feedback, you did advise that some time after you reached out to the airline directly you were advised seats were available. As such we can confirm that sometimes seats become available as a result of and not limited to cancellations. Regrettably, we are unable to transfer our customers' tickets from one airline to another like you had requested in accordance with the airline policies.
 
We can confirm that tickets can indeed be retained for 12 months from the date of the first issue which is in line with the fare rules. In addition to this, a penalty amounting to approximately R2,300.00 per person would have app**** and any difference in fares and taxes applicable at the time of reconfirming travel. All costs which we note are always to the customer’s account. We are mindful that the aforementioned option was not presented to you, however, cancellation of your tickets worked out cheaper as in accordance with the refund advice received about the cancellation penalties app**** by the airline, same amounted to R3,290.00. Our records indicate that the expert shared the mentioned refund advice with you per her correspondence dated 12 September 2023. 
 
We can confirm that the expert, confirmed your travel arrangements in accordance with what you accepted and as noted above, and we have no doubt the travel consultant would have sourced alternative arrangements if any dissatisfaction had been brought to her attention prior to payment being received. The expert further assisted with the option that was least costly same being the cancellation of your Air Mauritius tickets.
 
We truly regret that the feedback provided was not satisfactory and in no way was it meant to side with the expert as a full and impartial investigation was undertaken by the Customer Experience expert to ensure a fair outcome was provided. We honestly do value every customer and are deeply saddened that our investigation and service have left you feeling this way. 
 
We sincerely apologise for how the interactions and feedback have left you feeling. 
~A.C