LB
Lance B
1 reviews | Active since Nov 2025
27 Jan 2026, 15:03
Flight Centre online flights bookings are *****
if you plan on travelling in the future and you know where you want to go and you are sure of your travel dates RATHER BOOK DIRECTLY WITH THE AIRLINE. Booking cheaper tickets through flight centre left me in total shock when I had to make an unexpected change to our flights to return earlier. I also had to fork out R5000(just one way) for our luggage as it is not included in the booking . My wife and I went on holiday to Ireland ( for the first time together since our wedding ) and it turned into a compete money making disaster cause when we tried to change our ticket to come back home just 2 weeks earlier we were told from flight centre’s call centre that the airline charges a penalty to change the ticket , the penalty is between R4000 and R8000 and then there is a R450 penalty fee from flight centre and then also you need to pay the difference in the flight prices ,Not to mention you need to pay for your suit cases R1500 per passenger so what seemed like a good deal turned into a money making frenzy from flight centre because I ended up paying WAY MORE for the tickets than I would have paid if I just booked straight through the airline directly . Normally on your ticket you get a free change , and your luggage is included but the minute you book through flight centre the airline refuse to help you or assist you directly and then you just have to go through flight centre call centre in Jhb who add exorbitant prices and charges to the booking and then claim ‘ this is the airline penalty’ fee for changes. DO NOT BOOK THROUGH THESE PEOPLE , rather just go straight to the AIRLINE and book there because I assure you , if you have to make any changes to your flight due to unforeseen reasons THEY WILL ADD TONS OF CHARGES and then say ITS THE AIRLINE yet it is FLIGHT CENTRE themself who charge this and not the airline . You will be LEFT OUT OF POCKET . Just book with the airline directly if you want to save yourself heartache and disappointment. NEVER AGAIN . A ‘cheap ticket ‘ left me paying more than a normal ticket at the end of it all . Cheaper isn’t always cheaper . NEVER AGAIN
Helpful (0)
Replies (6)0
Replies (6)
Flight Centre South Africa's replyOfficial
27 Jan 2026, 15:09Dear Lance
Thank you for taking the time to share your feedback. We understand how frustrating unexpected changes and additional costs can be, especially during what should have been a special trip.
We'd like to review the specifics of your booking to better understand what happened. Airline change fees, fare rules, and baggage policies vary significantly between ticket types and airlines, and we want to ensure everything was communicated clearly from the outset.
An expert from our Customer Experience team will reach out to you directly and assist with the investigation.
We appreciate you bringing this to our attention.
~A.D
~A.D
Flight Centre South Africa's reply27 Jan 2026, 15:09
Official
Dear Lance
Thank you for taking the time to share your feedback. We understand how frustrating unexpected changes and additional costs can be, especially during what should have been a special trip.
We'd like to review the specifics of your booking to better understand what happened. Airline change fees, fare rules, and baggage policies vary significantly between ticket types and airlines, and we want to ensure everything was communicated clearly from the outset.
An expert from our Customer Experience team will reach out to you directly and assist with the investigation.
We appreciate you bringing this to our attention.
~A.D
~A.D
LB
Lance B's updateReviewer Update
27 Jan 2026, 15:31It’s not even fair to charge someone close to 5000 a person to change a ticket when the flight times are OFFPEAK . Every quote the Flight Centre gave me they never once told me my new proposed booking change is cheaper , they always just add a penilty of between 4 to R8000 ( from the airline ) and then R450 from ‘flight centre’ . You need to explain to people that when they book with you at flight centre the airline can’t help you or give you any information at all leaving you to make up your own prices and rates and fees and then know one can hold you accountable for unfair charges ITS WRONG .
LB
Lance B's update27 Jan 2026, 15:31
Reviewer Update
It’s not even fair to charge someone close to 5000 a person to change a ticket when the flight times are OFFPEAK . Every quote the Flight Centre gave me they never once told me my new proposed booking change is cheaper , they always just add a penilty of between 4 to R8000 ( from the airline ) and then R450 from ‘flight centre’ . You need to explain to people that when they book with you at flight centre the airline can’t help you or give you any information at all leaving you to make up your own prices and rates and fees and then know one can hold you accountable for unfair charges ITS WRONG .
Flight Centre South Africa's replyOfficial
28 Jan 2026, 11:41Dear Lance
Thanks for the follow-up message. We'd like to provide some clarity while the investigation is ongoing;
Thanks for the follow-up message. We'd like to provide some clarity while the investigation is ongoing;
All flight prices, change fees, and penalties come directly from the airlines; we can't change those and do not increase their fees. The airline sets out the terms of the ticket according to the ticket class before it is loaded onto the booking system and all agents are required to follow the rules and collect the penalty before making any changes, as changes need to be paid for at the time of making these with the ailrine. Our only charge is the R450 service fee for processing. When you book through an agent, airlines require all changes to go through that agent, which is an industry standard worldwide.
Ã.D
Flight Centre South Africa's reply28 Jan 2026, 11:41
Official
Dear Lance
Thanks for the follow-up message. We'd like to provide some clarity while the investigation is ongoing;
Thanks for the follow-up message. We'd like to provide some clarity while the investigation is ongoing;
All flight prices, change fees, and penalties come directly from the airlines; we can't change those and do not increase their fees. The airline sets out the terms of the ticket according to the ticket class before it is loaded onto the booking system and all agents are required to follow the rules and collect the penalty before making any changes, as changes need to be paid for at the time of making these with the ailrine. Our only charge is the R450 service fee for processing. When you book through an agent, airlines require all changes to go through that agent, which is an industry standard worldwide.
Ã.D
Flight Centre South Africa's replyOfficial
28 Jan 2026, 15:39Dear Lance B.
Thank you for taking the time to share your feedback. We’re sorry to hear that amending your travel plans caused frustration, particularly during what was meant to be a special holiday.
Thank you for taking the time to share your feedback. We’re sorry to hear that amending your travel plans caused frustration, particularly during what was meant to be a special holiday.
After reviewing the booking, we’d like to clarify that the ticket purchased was a discounted fare, which did not include checked baggage and was subject to strict airline fare rules. These rules are set by the airline and apply whether a booking is made directly with the airline or through a travel agent.
When an earlier return was requested, the airline’s change penalty, any fare difference due to availability closer to departure, and applicable taxes were app**** in line with the airline’s conditions. In addition, a standard service fee was charged for managing the amendment, as outlined in our booking terms accepted at the time of purchase. Baggage fees were also charged by the airline, as baggage was not included in the original fare.
At no point are airline penalties inflated or misrepresented. All change fees, fare differences, and baggage charges are determined by the airline, and the same fare rules would have app**** if the booking had been made directly.
We understand how disappointing this experience was and appreciate the opportunity to clarify how these charges arose. Your feedback has been noted and is important to us ~C.M
Flight Centre South Africa's reply28 Jan 2026, 15:39
Official
Dear Lance B.
Thank you for taking the time to share your feedback. We’re sorry to hear that amending your travel plans caused frustration, particularly during what was meant to be a special holiday.
Thank you for taking the time to share your feedback. We’re sorry to hear that amending your travel plans caused frustration, particularly during what was meant to be a special holiday.
After reviewing the booking, we’d like to clarify that the ticket purchased was a discounted fare, which did not include checked baggage and was subject to strict airline fare rules. These rules are set by the airline and apply whether a booking is made directly with the airline or through a travel agent.
When an earlier return was requested, the airline’s change penalty, any fare difference due to availability closer to departure, and applicable taxes were app**** in line with the airline’s conditions. In addition, a standard service fee was charged for managing the amendment, as outlined in our booking terms accepted at the time of purchase. Baggage fees were also charged by the airline, as baggage was not included in the original fare.
At no point are airline penalties inflated or misrepresented. All change fees, fare differences, and baggage charges are determined by the airline, and the same fare rules would have app**** if the booking had been made directly.
We understand how disappointing this experience was and appreciate the opportunity to clarify how these charges arose. Your feedback has been noted and is important to us ~C.M
LB
Lance B's updateReviewer Update
28 Jan 2026, 16:18That clears up a lot . I also managed to get through to the airline support centre in Columbia and they gave me a clear explanation as to how it works . Thank you for your feedback, my apologies for my frustrated responses but it was misinformation from my side as it being my first time booking I should have been more informed about the different options that is available as the ticket booked was a ‘light ‘ ticket it really just meant I would have to pay extra for every little thing eg baggage ,flight change etc . You live , you learn , you make better informed decisions in the future . 200 euro seems a rather steap price to pay to make an adjustment to a flight ticket and there is never a price difference between the 2 tickets but just penalties penalties . Lesson learned . Thank you
LB
Lance B's update28 Jan 2026, 16:18
Reviewer Update
That clears up a lot . I also managed to get through to the airline support centre in Columbia and they gave me a clear explanation as to how it works . Thank you for your feedback, my apologies for my frustrated responses but it was misinformation from my side as it being my first time booking I should have been more informed about the different options that is available as the ticket booked was a ‘light ‘ ticket it really just meant I would have to pay extra for every little thing eg baggage ,flight change etc . You live , you learn , you make better informed decisions in the future . 200 euro seems a rather steap price to pay to make an adjustment to a flight ticket and there is never a price difference between the 2 tickets but just penalties penalties . Lesson learned . Thank you
Flight Centre South Africa's replyOfficial
29 Jan 2026, 09:10Dear Lance
Thank you so much for coming back to us, Lance. ❤️ We really appreciate you taking the time to speak with the airline and clarify things.
Thank you so much for coming back to us, Lance. ❤️ We really appreciate you taking the time to speak with the airline and clarify things.
We completely get the frustration, especially on your first international booking. Travel fare rules can be confusing, and we hear you on this complexity. Your feedback is genuinely helpful.
We hope that despite the challenges, you and your wife have some wonderful moments in Ireland together.
If you ever travel again and want to chat through fare options before booking - light vs flexible tickets, baggage inclusions, change policies - we're always happy to walk through it with you so you can choose what works best.
Safe travels, and thank you again for the constructive conversation.
~A.D
Safe travels, and thank you again for the constructive conversation.
~A.D
Flight Centre South Africa's reply29 Jan 2026, 09:10
Official
Dear Lance
Thank you so much for coming back to us, Lance. ❤️ We really appreciate you taking the time to speak with the airline and clarify things.
Thank you so much for coming back to us, Lance. ❤️ We really appreciate you taking the time to speak with the airline and clarify things.
We completely get the frustration, especially on your first international booking. Travel fare rules can be confusing, and we hear you on this complexity. Your feedback is genuinely helpful.
We hope that despite the challenges, you and your wife have some wonderful moments in Ireland together.
If you ever travel again and want to chat through fare options before booking - light vs flexible tickets, baggage inclusions, change policies - we're always happy to walk through it with you so you can choose what works best.
Safe travels, and thank you again for the constructive conversation.
~A.D
Safe travels, and thank you again for the constructive conversation.
~A.D