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Amabala M

1 reviews | Active since Jan 2017

10 Oct 2022, 09:07

Flight centre cancellation *******

My sister and i were making our very first booking to Bali. We were serviced by a lady named Raéesah Buys. at first her responses were timeous. When we expressed uncer*****y and doubt, she started slacking. she probably thought we werent gonna go through with the booking. we wanted a 5 day stay, when we placed our flight ticktet, and got our receipt, we realised that 2 days of that 5 day stay would be spent on travelling alone (airpot layover). upon discovery, we tried making changes (dates/time/airline) but we didnt succeed. so we opted to rather cancel the trip and request a refund. during this process, her response was slacking, spelling errors on emails and just a "dont care attitude" towards us. we cancelled almost 3 months in advance. we paid R19,460.00 and received only R11,457.00 (they deducted R8000 which was absurd!! we were told that the airline charged us a cancellation fee of $250 which we were told after we cancelled. i honestly feel ******!!!!!

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Replies (2)
Flight Centre South Africa
Flight Centre South Africa's reply10 Oct 2022, 09:32
Official
Dear  Amy_raww M, 

We are terribly sorry that you have been disappointed by the level of service provided and the cancellation penalties app**** by the various suppliers. We would appreciate the opportunity to get to the bottom of this for you and provide you with feedback. 

Please expect communication from our Customer Experience team. 
~A.C  
Flight Centre South Africa
Flight Centre South Africa's reply11 Oct 2022, 10:26
Official
Dear Amanda.     We provide travel and travel-related services to third-party service providers. So, when you make a booking with us, you acknowledge and agree that we act only as an agent for the third-party service provider, which is solely responsible for providing you with the travel or service which you have booked. When you book a trip through us, you enter into two agreements. The first is the agreement between you and us, contained in the booking terms. The second is the agreement you concluded with the provider of your travel service for which we act as an agent. Upon signing the ECA on the 9th of July 2022, you were sent your booking invoice which clearly stated that voluntary cancellation of the flights would leave you liable for a cancellation fee of $250 per passenger. Our agent also reiterated this cancellation fee to you when you requested the cancellation, and you gave the go-ahead via email to proceed with the cancellation.  On behalf of Flight Centre Travel Group, we genuinely regret that you were dissatisfied with the cancellation fee app**** to your flight booking, however, cancellation charges were communicated to you and all full terms and conditions were presented to you at the time of payment.   We trust you will find the above in order and remain at your disposal.    ~C.M