SM
SHAUN M
1 reviews | Active since Mar 2012
13 Sept 2023, 16:43
FLIGHT CENTRE CANAL WALK SHOCKING EXPERIENCE
A thoroughly shocking experience with Flight Centre Canal Walk Cape Town. After explaining to the store manager Nathan October about his agent Jody who failed to explain that we would fly from Dubai to Istanbul with Flydubai instead of Emirates he threw the phone down in my ear after asking him if the manner in which he and his staff treat customers like idiots ans stupid and then asking him if he knows what consumerism is all about! I informed him that consumerism is about customer satisfaction. He then threw the phone down in my ear. I contacted Customer service and spoke to a person named Sofia...awaiting a response still....just plain SHOCKING AND PATHETIC EXPERIENCE WITH FLIGHT CENTRE....NEVER AGAIN!...lost a customer forever!...hopefully i will get a bit of a reply and explanation..not even expecting an apology...
Helpful (0)
Replies (6)0
Replies (6)
Flight Centre South Africa's replyOfficial
13 Sept 2023, 17:09Thank you for reviewing your experience with us, Shaun. Our records show that your case is currently under investigation. A member of our Customer Experience Team will be in touch with you soon. ~L.V
Flight Centre South Africa's reply13 Sept 2023, 17:09
Official
Thank you for reviewing your experience with us, Shaun. Our records show that your case is currently under investigation. A member of our Customer Experience Team will be in touch with you soon. ~L.V
SM
SHAUN M's updateReviewer Update
14 Sept 2023, 09:56I have had no response until i have personally called Customer Care and spoke to the same person Sofia or Fia who this time was extremely arrogant and unhelpful as it seems to be the method of the organization. I have now informed her that i will pay the penalty just return back home to Cape Town on a different flight!...this was met with arrogance and dont care a damn attitude from her!..she informed me that thebranch at Canal Walk will contact me!...a total waste of m airtime and effort!...my advice to all potential persons are TO STAY AWAY FROM FLIGHT CENTRE....THEY ARE USELESS....NEVER EVER EVER EVER WILL I BOOK THROUGH FLIGHT CENTRE IN FUTURE AGAIN!
SM
SHAUN M's update14 Sept 2023, 09:56
Reviewer Update
I have had no response until i have personally called Customer Care and spoke to the same person Sofia or Fia who this time was extremely arrogant and unhelpful as it seems to be the method of the organization. I have now informed her that i will pay the penalty just return back home to Cape Town on a different flight!...this was met with arrogance and dont care a damn attitude from her!..she informed me that thebranch at Canal Walk will contact me!...a total waste of m airtime and effort!...my advice to all potential persons are TO STAY AWAY FROM FLIGHT CENTRE....THEY ARE USELESS....NEVER EVER EVER EVER WILL I BOOK THROUGH FLIGHT CENTRE IN FUTURE AGAIN!
Flight Centre South Africa's replyOfficial
14 Sept 2023, 11:33Dear Shaun,
Thank you for your additional feedback. We'll add this to your current case and we can confirm that our Customer Experience expert is working on the concerns raised and leaving no stone unturned to get to the bottom of this for you.
~A.C
Thank you for your additional feedback. We'll add this to your current case and we can confirm that our Customer Experience expert is working on the concerns raised and leaving no stone unturned to get to the bottom of this for you.
~A.C
Flight Centre South Africa's reply14 Sept 2023, 11:33
Official
Dear Shaun,
Thank you for your additional feedback. We'll add this to your current case and we can confirm that our Customer Experience expert is working on the concerns raised and leaving no stone unturned to get to the bottom of this for you.
~A.C
Thank you for your additional feedback. We'll add this to your current case and we can confirm that our Customer Experience expert is working on the concerns raised and leaving no stone unturned to get to the bottom of this for you.
~A.C
Flight Centre South Africa's replyOfficial
14 Sept 2023, 14:10Good day Shaun,
Our records indicate your initial contact with the Customer Experience Team was on the 13th of September 2023 at 16:30. We thank you for reaching out to the Customer Experience team and for allowing us the opportunity to look into the matter.
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Your travel arrangements were made in store between Jodie and your wife, who is also noted as a traveller on your itinerary. By your own admission telephonically you have indicated that you were not present at the time of the consultation. Regrettably, Flight Centre is unable to provide commentary on any verbal discussions that took place at the time as we were not privy to the same.
Records indicate your travel commenced on the 3rd of September 2023 and arrived at your destination on the 4th of September 2023. Your return flight is scheduled to depart on the 15th of September 2023. We note your dissatisfaction with your internal flight arrangements on Fly Dubai.
Our records indicate an Electronic Customer Acceptance was concluded on the 8th of August 2023 at 12h50 by your wife. During the in-store interaction between the travel agent and the customer, your current travel arrangements were accepted and reserved as forementioned. By accepting the arrangements presented and making payment for said trip it is expected that the customer is happy with the options presented by the Travel Expert at the time.
As part of our investigation, we have reviewed the itinerary furnished which clearly indicates who the service provider is of the flight in question. We have no doubt the travel expert would have sourced alternative arrangements if any dissatisfaction had been brought to her attention timeously.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the level of in-flight service you have received. Unfortunately, Flight Centre does not have a mandate over the airline and their staff. However, we understand your frustrations and recommend you raise your concerns with the airline directly on: https://www.flydubai.com/en/help/contact-us
Certain bookings may be non-refundable, and you will be liable for cancellation penalties or date change penalties should you wish to change or cancel your booking, in accordance with the third-party service provider’s cancellation policy and/or fare rules. We will only be able to provide you with the remedy provided by the third-party service provider (if any). Furthermore, Flight Centre does not accept any liability or costs incurred that may result from any cancellations and/or changes which you require to your booking as outlined in our terms and conditions. While we fully empathize with your concerns, Flight Centre Travel Group is unable to absorb the cost of changing your travelling party to an alternative carrier as a result of in-flight matters which are out of our control.
In a bid to assist you we confirm that our Travel Experts have been in contact with you to assist with your request to change carriers and have noted your travelling party's disinclination to make the requested changes and payment. As a result, we confirm your travel arrangements have not been amended and remain the same as reserved.
We trust you will find the above in order and remain at your disposal.
~T.M
Our records indicate your initial contact with the Customer Experience Team was on the 13th of September 2023 at 16:30. We thank you for reaching out to the Customer Experience team and for allowing us the opportunity to look into the matter.
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Your travel arrangements were made in store between Jodie and your wife, who is also noted as a traveller on your itinerary. By your own admission telephonically you have indicated that you were not present at the time of the consultation. Regrettably, Flight Centre is unable to provide commentary on any verbal discussions that took place at the time as we were not privy to the same.
Records indicate your travel commenced on the 3rd of September 2023 and arrived at your destination on the 4th of September 2023. Your return flight is scheduled to depart on the 15th of September 2023. We note your dissatisfaction with your internal flight arrangements on Fly Dubai.
Our records indicate an Electronic Customer Acceptance was concluded on the 8th of August 2023 at 12h50 by your wife. During the in-store interaction between the travel agent and the customer, your current travel arrangements were accepted and reserved as forementioned. By accepting the arrangements presented and making payment for said trip it is expected that the customer is happy with the options presented by the Travel Expert at the time.
As part of our investigation, we have reviewed the itinerary furnished which clearly indicates who the service provider is of the flight in question. We have no doubt the travel expert would have sourced alternative arrangements if any dissatisfaction had been brought to her attention timeously.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the level of in-flight service you have received. Unfortunately, Flight Centre does not have a mandate over the airline and their staff. However, we understand your frustrations and recommend you raise your concerns with the airline directly on: https://www.flydubai.com/en/help/contact-us
Certain bookings may be non-refundable, and you will be liable for cancellation penalties or date change penalties should you wish to change or cancel your booking, in accordance with the third-party service provider’s cancellation policy and/or fare rules. We will only be able to provide you with the remedy provided by the third-party service provider (if any). Furthermore, Flight Centre does not accept any liability or costs incurred that may result from any cancellations and/or changes which you require to your booking as outlined in our terms and conditions. While we fully empathize with your concerns, Flight Centre Travel Group is unable to absorb the cost of changing your travelling party to an alternative carrier as a result of in-flight matters which are out of our control.
In a bid to assist you we confirm that our Travel Experts have been in contact with you to assist with your request to change carriers and have noted your travelling party's disinclination to make the requested changes and payment. As a result, we confirm your travel arrangements have not been amended and remain the same as reserved.
We trust you will find the above in order and remain at your disposal.
~T.M
Flight Centre South Africa's reply14 Sept 2023, 14:10
Official
Good day Shaun,
Our records indicate your initial contact with the Customer Experience Team was on the 13th of September 2023 at 16:30. We thank you for reaching out to the Customer Experience team and for allowing us the opportunity to look into the matter.
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Your travel arrangements were made in store between Jodie and your wife, who is also noted as a traveller on your itinerary. By your own admission telephonically you have indicated that you were not present at the time of the consultation. Regrettably, Flight Centre is unable to provide commentary on any verbal discussions that took place at the time as we were not privy to the same.
Records indicate your travel commenced on the 3rd of September 2023 and arrived at your destination on the 4th of September 2023. Your return flight is scheduled to depart on the 15th of September 2023. We note your dissatisfaction with your internal flight arrangements on Fly Dubai.
Our records indicate an Electronic Customer Acceptance was concluded on the 8th of August 2023 at 12h50 by your wife. During the in-store interaction between the travel agent and the customer, your current travel arrangements were accepted and reserved as forementioned. By accepting the arrangements presented and making payment for said trip it is expected that the customer is happy with the options presented by the Travel Expert at the time.
As part of our investigation, we have reviewed the itinerary furnished which clearly indicates who the service provider is of the flight in question. We have no doubt the travel expert would have sourced alternative arrangements if any dissatisfaction had been brought to her attention timeously.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the level of in-flight service you have received. Unfortunately, Flight Centre does not have a mandate over the airline and their staff. However, we understand your frustrations and recommend you raise your concerns with the airline directly on: https://www.flydubai.com/en/help/contact-us
Certain bookings may be non-refundable, and you will be liable for cancellation penalties or date change penalties should you wish to change or cancel your booking, in accordance with the third-party service provider’s cancellation policy and/or fare rules. We will only be able to provide you with the remedy provided by the third-party service provider (if any). Furthermore, Flight Centre does not accept any liability or costs incurred that may result from any cancellations and/or changes which you require to your booking as outlined in our terms and conditions. While we fully empathize with your concerns, Flight Centre Travel Group is unable to absorb the cost of changing your travelling party to an alternative carrier as a result of in-flight matters which are out of our control.
In a bid to assist you we confirm that our Travel Experts have been in contact with you to assist with your request to change carriers and have noted your travelling party's disinclination to make the requested changes and payment. As a result, we confirm your travel arrangements have not been amended and remain the same as reserved.
We trust you will find the above in order and remain at your disposal.
~T.M
Our records indicate your initial contact with the Customer Experience Team was on the 13th of September 2023 at 16:30. We thank you for reaching out to the Customer Experience team and for allowing us the opportunity to look into the matter.
We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Your travel arrangements were made in store between Jodie and your wife, who is also noted as a traveller on your itinerary. By your own admission telephonically you have indicated that you were not present at the time of the consultation. Regrettably, Flight Centre is unable to provide commentary on any verbal discussions that took place at the time as we were not privy to the same.
Records indicate your travel commenced on the 3rd of September 2023 and arrived at your destination on the 4th of September 2023. Your return flight is scheduled to depart on the 15th of September 2023. We note your dissatisfaction with your internal flight arrangements on Fly Dubai.
Our records indicate an Electronic Customer Acceptance was concluded on the 8th of August 2023 at 12h50 by your wife. During the in-store interaction between the travel agent and the customer, your current travel arrangements were accepted and reserved as forementioned. By accepting the arrangements presented and making payment for said trip it is expected that the customer is happy with the options presented by the Travel Expert at the time.
As part of our investigation, we have reviewed the itinerary furnished which clearly indicates who the service provider is of the flight in question. We have no doubt the travel expert would have sourced alternative arrangements if any dissatisfaction had been brought to her attention timeously.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the level of in-flight service you have received. Unfortunately, Flight Centre does not have a mandate over the airline and their staff. However, we understand your frustrations and recommend you raise your concerns with the airline directly on: https://www.flydubai.com/en/help/contact-us
Certain bookings may be non-refundable, and you will be liable for cancellation penalties or date change penalties should you wish to change or cancel your booking, in accordance with the third-party service provider’s cancellation policy and/or fare rules. We will only be able to provide you with the remedy provided by the third-party service provider (if any). Furthermore, Flight Centre does not accept any liability or costs incurred that may result from any cancellations and/or changes which you require to your booking as outlined in our terms and conditions. While we fully empathize with your concerns, Flight Centre Travel Group is unable to absorb the cost of changing your travelling party to an alternative carrier as a result of in-flight matters which are out of our control.
In a bid to assist you we confirm that our Travel Experts have been in contact with you to assist with your request to change carriers and have noted your travelling party's disinclination to make the requested changes and payment. As a result, we confirm your travel arrangements have not been amended and remain the same as reserved.
We trust you will find the above in order and remain at your disposal.
~T.M
SM
SHAUN M's updateReviewer Update
15 Sept 2023, 19:26I have read your pathetic response! As i acknowledged that i was not present, but my wife Valery communicated with Jody. This was not a response from Jody as she is apparently on leave so you are also a 3rd party and total hearsay!
My wife tried calling to speak to her without ANY success! What the so called manager or excuse as a manager Nathan October has done is not even mentioned in your reply...SHOCKING AND TOTAL COVER UP! Again is this CONSUMERISM? Your agent called back to offer us a different flight at a cost of an extra R11k...RIDICULOUS!
This could all have been avoided if you agent Jody had COMMUNICATED EFFECTIVELY about the trip arrangements to my wife whom she personally arranged at the Canal Walk branch...again this is not alluded to in your miserable response!
An apology does not make a flight and holiday better or change the status quo!
On inquiry with FlyDubai, they informed us that a meal could have been purchased with the flight tickets..this was NOT communicated to my wife! We both are employed in the legal fraternity and not idiots or fools as your response is perceived!
If Jody and Nathan are regarded as travel experts, then we made a huge mistake by approaching so called travel experts.
We should have stuck with Gershwin at your Tygervalley branch who is awesome!
But based on your ******* response, our next travels in February will definitely not be with your organization!...Effective and informative communication is key to letting clients make an informed decision as to who and how to travel!
YOU FAILED HOPELESSLY to do that as so called experts...Flight Centre has unfortunately lost a client and future clients as i will inform friends,family and learned colleagues of your ill informed personnel and ******* responses by not accepting responsibility for your inability to communicate and inform clients of trip arrangements!
My wife tried calling to speak to her without ANY success! What the so called manager or excuse as a manager Nathan October has done is not even mentioned in your reply...SHOCKING AND TOTAL COVER UP! Again is this CONSUMERISM? Your agent called back to offer us a different flight at a cost of an extra R11k...RIDICULOUS!
This could all have been avoided if you agent Jody had COMMUNICATED EFFECTIVELY about the trip arrangements to my wife whom she personally arranged at the Canal Walk branch...again this is not alluded to in your miserable response!
An apology does not make a flight and holiday better or change the status quo!
On inquiry with FlyDubai, they informed us that a meal could have been purchased with the flight tickets..this was NOT communicated to my wife! We both are employed in the legal fraternity and not idiots or fools as your response is perceived!
If Jody and Nathan are regarded as travel experts, then we made a huge mistake by approaching so called travel experts.
We should have stuck with Gershwin at your Tygervalley branch who is awesome!
But based on your ******* response, our next travels in February will definitely not be with your organization!...Effective and informative communication is key to letting clients make an informed decision as to who and how to travel!
YOU FAILED HOPELESSLY to do that as so called experts...Flight Centre has unfortunately lost a client and future clients as i will inform friends,family and learned colleagues of your ill informed personnel and ******* responses by not accepting responsibility for your inability to communicate and inform clients of trip arrangements!
SM
SHAUN M's update15 Sept 2023, 19:26
Reviewer Update
I have read your pathetic response! As i acknowledged that i was not present, but my wife Valery communicated with Jody. This was not a response from Jody as she is apparently on leave so you are also a 3rd party and total hearsay!
My wife tried calling to speak to her without ANY success! What the so called manager or excuse as a manager Nathan October has done is not even mentioned in your reply...SHOCKING AND TOTAL COVER UP! Again is this CONSUMERISM? Your agent called back to offer us a different flight at a cost of an extra R11k...RIDICULOUS!
This could all have been avoided if you agent Jody had COMMUNICATED EFFECTIVELY about the trip arrangements to my wife whom she personally arranged at the Canal Walk branch...again this is not alluded to in your miserable response!
An apology does not make a flight and holiday better or change the status quo!
On inquiry with FlyDubai, they informed us that a meal could have been purchased with the flight tickets..this was NOT communicated to my wife! We both are employed in the legal fraternity and not idiots or fools as your response is perceived!
If Jody and Nathan are regarded as travel experts, then we made a huge mistake by approaching so called travel experts.
We should have stuck with Gershwin at your Tygervalley branch who is awesome!
But based on your ******* response, our next travels in February will definitely not be with your organization!...Effective and informative communication is key to letting clients make an informed decision as to who and how to travel!
YOU FAILED HOPELESSLY to do that as so called experts...Flight Centre has unfortunately lost a client and future clients as i will inform friends,family and learned colleagues of your ill informed personnel and ******* responses by not accepting responsibility for your inability to communicate and inform clients of trip arrangements!
My wife tried calling to speak to her without ANY success! What the so called manager or excuse as a manager Nathan October has done is not even mentioned in your reply...SHOCKING AND TOTAL COVER UP! Again is this CONSUMERISM? Your agent called back to offer us a different flight at a cost of an extra R11k...RIDICULOUS!
This could all have been avoided if you agent Jody had COMMUNICATED EFFECTIVELY about the trip arrangements to my wife whom she personally arranged at the Canal Walk branch...again this is not alluded to in your miserable response!
An apology does not make a flight and holiday better or change the status quo!
On inquiry with FlyDubai, they informed us that a meal could have been purchased with the flight tickets..this was NOT communicated to my wife! We both are employed in the legal fraternity and not idiots or fools as your response is perceived!
If Jody and Nathan are regarded as travel experts, then we made a huge mistake by approaching so called travel experts.
We should have stuck with Gershwin at your Tygervalley branch who is awesome!
But based on your ******* response, our next travels in February will definitely not be with your organization!...Effective and informative communication is key to letting clients make an informed decision as to who and how to travel!
YOU FAILED HOPELESSLY to do that as so called experts...Flight Centre has unfortunately lost a client and future clients as i will inform friends,family and learned colleagues of your ill informed personnel and ******* responses by not accepting responsibility for your inability to communicate and inform clients of trip arrangements!
Flight Centre South Africa's replyOfficial
15 Sept 2023, 19:38Good evening Shaun.
Thank you for the additional feedback. It will be added to your case for review. ~L.V
Thank you for the additional feedback. It will be added to your case for review. ~L.V
Flight Centre South Africa's reply15 Sept 2023, 19:38
Official
Good evening Shaun.
Thank you for the additional feedback. It will be added to your case for review. ~L.V
Thank you for the additional feedback. It will be added to your case for review. ~L.V