DP
Dee P
1 reviews | Active since Sept 2014
29 Jan 2025, 18:07
Flight Centre Worcester Ripped Me Off - Not Travel Expert & No Peace of Mind
The travel experts that don’t give you correct travel information! I paid extra for peace of mind instead of booking online and now it’s shoved in my face that the onus was on me. Chris from Worcester branch didnt assist me with correct information yet called himself a travel expert. Told me visa on arrival was free and then also sent me links to pay a tourism levy. What a ******* and waste of so much of my money. Customer service is condoning this behaviour.
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Replies (14)0
Replies (14)
Flight Centre South Africa's replyOfficial
29 Jan 2025, 18:36Dear Dee, thank you for reaching out to us regarding your experience.
We empathise with your frustration and are saddened to hear you feel you wasted your money with us.
Flight Centre does not handle visa applications, and as per our procedures, a visa processing company was recommended to you for further assistance by a specialist. Tourism levy rates are specific to each nation and are compulsory where applicable. They are separate from visa requirements and are discussed within our terms and conditions, which require acceptance before payment can be made to us.
We empathise with your frustration and are saddened to hear you feel you wasted your money with us.
Flight Centre does not handle visa applications, and as per our procedures, a visa processing company was recommended to you for further assistance by a specialist. Tourism levy rates are specific to each nation and are compulsory where applicable. They are separate from visa requirements and are discussed within our terms and conditions, which require acceptance before payment can be made to us.
We've noted that you are currently in contact with our Customer Experience team, and will be adding your additional feedback to your case for review. ~L.V
Flight Centre South Africa's reply29 Jan 2025, 18:36
Official
Dear Dee, thank you for reaching out to us regarding your experience.
We empathise with your frustration and are saddened to hear you feel you wasted your money with us.
Flight Centre does not handle visa applications, and as per our procedures, a visa processing company was recommended to you for further assistance by a specialist. Tourism levy rates are specific to each nation and are compulsory where applicable. They are separate from visa requirements and are discussed within our terms and conditions, which require acceptance before payment can be made to us.
We empathise with your frustration and are saddened to hear you feel you wasted your money with us.
Flight Centre does not handle visa applications, and as per our procedures, a visa processing company was recommended to you for further assistance by a specialist. Tourism levy rates are specific to each nation and are compulsory where applicable. They are separate from visa requirements and are discussed within our terms and conditions, which require acceptance before payment can be made to us.
We've noted that you are currently in contact with our Customer Experience team, and will be adding your additional feedback to your case for review. ~L.V
DP
Dee P's updateReviewer Update
29 Jan 2025, 18:46Yes the feedback is pathetic. I am enquiring about the peace of mind I was promised upon booking with your travel agent and not online which I paid extra for and never got. Is that also handled by an external company ?
DP
Dee P's update29 Jan 2025, 18:46
Reviewer Update
Yes the feedback is pathetic. I am enquiring about the peace of mind I was promised upon booking with your travel agent and not online which I paid extra for and never got. Is that also handled by an external company ?
DP
Dee P's updateReviewer Update
29 Jan 2025, 18:51The reason I brought up the visa is prior to booking I asked the “travel expert” Chris about it and I was told repeatedly that I didn’t need a visa so I had to keep bringing it up until he actually made the effort to check and later came back with different. Rest assured the links he sent was not working for days on end. Apparently he could assist with online check in but never bothered on any on my flights but I see that you’ll continuously make excuses to cover up his lack of customer support and there was definitely no peace of mind so why did I pay that extra R 4600 ?
DP
Dee P's update29 Jan 2025, 18:51
Reviewer Update
The reason I brought up the visa is prior to booking I asked the “travel expert” Chris about it and I was told repeatedly that I didn’t need a visa so I had to keep bringing it up until he actually made the effort to check and later came back with different. Rest assured the links he sent was not working for days on end. Apparently he could assist with online check in but never bothered on any on my flights but I see that you’ll continuously make excuses to cover up his lack of customer support and there was definitely no peace of mind so why did I pay that extra R 4600 ?
DP
Dee P's updateReviewer Update
29 Jan 2025, 18:53Also what is a customer experience expert if nobody picked up the phone and spoke to me from customer experience!
DP
Dee P's update29 Jan 2025, 18:53
Reviewer Update
Also what is a customer experience expert if nobody picked up the phone and spoke to me from customer experience!
Flight Centre South Africa's replyOfficial
29 Jan 2025, 20:17As mentioned above, your additional feedback will be passed on to our Customer Experience team for further review. We'll request they call you and address your lack of peace of mind. ~L.V
Flight Centre South Africa's reply29 Jan 2025, 20:17
Official
As mentioned above, your additional feedback will be passed on to our Customer Experience team for further review. We'll request they call you and address your lack of peace of mind. ~L.V
DP
Dee P's updateReviewer Update
05 Feb 2025, 16:05Just when I thought you’ll couldn’t get any worse your regional manager is more aggressive with compassion whatsoever. Clearly making excuses for incompetence and trying to justify a waste of my money by saying I signed the terms and conditions
DP
Dee P's update05 Feb 2025, 16:05
Reviewer Update
Just when I thought you’ll couldn’t get any worse your regional manager is more aggressive with compassion whatsoever. Clearly making excuses for incompetence and trying to justify a waste of my money by saying I signed the terms and conditions
Flight Centre South Africa's replyOfficial
05 Feb 2025, 16:27Dear Dee,
Thank you for your feedback. We've shared this and the feedback you shared with our Customer Experience team for review. ~L.V
Thank you for your feedback. We've shared this and the feedback you shared with our Customer Experience team for review. ~L.V
Flight Centre South Africa's reply05 Feb 2025, 16:27
Official
Dear Dee,
Thank you for your feedback. We've shared this and the feedback you shared with our Customer Experience team for review. ~L.V
Thank you for your feedback. We've shared this and the feedback you shared with our Customer Experience team for review. ~L.V
DP
Dee P's updateReviewer Update
12 Feb 2025, 08:38Then what Happened?? Your management already had an opinion of the situation before she called me and SPOKE DOWN AT ME. Why is it ok to rip me off and she justified it by saying I signed terms and conditions and apparently as per Chris he viewed all my WhatsApp status and I had a blast. Offcourse I had to make the most of the HOLIDAY I PAID IN THE PLACES AND TOURS THAT I BOOKED FOR BUT I HAD NO PEACE OF MIND IN THE WAY CHRIS AND YOUR COMPANY COULD NOT ASSIST AS PROMISED. I’m happy to go over in detail every word of the terms and conditions to compare it with my experience and the PEACE OF MIND I PAID THE “travel expert “ for
DP
Dee P's update12 Feb 2025, 08:38
Reviewer Update
Then what Happened?? Your management already had an opinion of the situation before she called me and SPOKE DOWN AT ME. Why is it ok to rip me off and she justified it by saying I signed terms and conditions and apparently as per Chris he viewed all my WhatsApp status and I had a blast. Offcourse I had to make the most of the HOLIDAY I PAID IN THE PLACES AND TOURS THAT I BOOKED FOR BUT I HAD NO PEACE OF MIND IN THE WAY CHRIS AND YOUR COMPANY COULD NOT ASSIST AS PROMISED. I’m happy to go over in detail every word of the terms and conditions to compare it with my experience and the PEACE OF MIND I PAID THE “travel expert “ for
DP
Dee P's updateReviewer Update
16 Feb 2025, 21:40Hi Lynette
Thank you for this long lengthy email. I see once again my point and experience has been disregarded. I paid almost R 4600 for the peace of mind that your “travel expert” Chris offered.
Once again just like Shirley Ann, you have only taken Chris account into consideration without bothering to hear my side of the story.
Should I be elated at this offer of a refund when you yourself have not spoken to me about this ordeal and trauma.
I suggest we go back to basics and give me as a customer the service I paid for and deserve as well as the opportunity to communicate my side of the story within a fair environment. While I understand that you’ll are all obligated to take Chris part, he didn’t deliver on his promise time and time again.
Where did you conclude that my ticket price would cover the visa? Confused much ? Who spun that story to you 🤣🤣🤣. It just gets worse with each person I correspond to in higher management. Now I understand why Chris is not held accountable for his lack of knowledge and “expertise” but YOU ALL HAVE CHOSEN TO SIDE WITH CHRIS AND JUSTIFY THE WASTE OF MY MONEY
DP
Dee P's update16 Feb 2025, 21:40
Reviewer Update
Hi Lynette
Thank you for this long lengthy email. I see once again my point and experience has been disregarded. I paid almost R 4600 for the peace of mind that your “travel expert” Chris offered.
Once again just like Shirley Ann, you have only taken Chris account into consideration without bothering to hear my side of the story.
Should I be elated at this offer of a refund when you yourself have not spoken to me about this ordeal and trauma.
I suggest we go back to basics and give me as a customer the service I paid for and deserve as well as the opportunity to communicate my side of the story within a fair environment. While I understand that you’ll are all obligated to take Chris part, he didn’t deliver on his promise time and time again.
Where did you conclude that my ticket price would cover the visa? Confused much ? Who spun that story to you 🤣🤣🤣. It just gets worse with each person I correspond to in higher management. Now I understand why Chris is not held accountable for his lack of knowledge and “expertise” but YOU ALL HAVE CHOSEN TO SIDE WITH CHRIS AND JUSTIFY THE WASTE OF MY MONEY
Flight Centre South Africa's replyOfficial
17 Feb 2025, 07:50Dear Dee
Thank you for taking the time to add your email response to the feedback here. We would once again like to respond as follows;
Thank you for taking the time to add your email response to the feedback here. We would once again like to respond as follows;
We would recommend sharing feedback with the relevant airline for any issues experienced, whether in flight or at the airport and in transit. In recent times due to a change in airlines' privacy rules/policies, they require that travellers share feedback directly with them usually via their online portals. Flight Centre would unfortunately not be able to address issues such as schedule changes or the resultant stress thereof.
We are truly sorry for any distress experienced during your travels, this was not our intention at all. Chris has relayed to the Customer Experience team all that he did as part of his function as your travel agent. It is disappointing to note that this did not translate to you as intended. We are mindful that sometimes as individuals, our perception of what good service is can differ due to varying factors. We have however taken your feedback on board in this regard.
We are truly sorry for any distress experienced during your travels, this was not our intention at all. Chris has relayed to the Customer Experience team all that he did as part of his function as your travel agent. It is disappointing to note that this did not translate to you as intended. We are mindful that sometimes as individuals, our perception of what good service is can differ due to varying factors. We have however taken your feedback on board in this regard.
While we are unfortunately unable to compensate you for any discomfort or anxiety resulting from your experience, we would like to extend an offer to refund you the Flight Centre service fee charged on this booking in the amount of R785.43. We have offered this refund specifically as you have cited that the service did not meet your expectations in spite of all our efforts. Regrettably, we cannot offer anything more than this amount as the funds to secure your flights were paid over to the airline at the time of confirmation of your booking. Travel has been completed and the product purchased is deemed consumed and it is unlikely that the airlines will reimburse any of the funds paid over to secure your booking.
A copy of the ledger has been shared with the feedback on email, showing irrefutable proof of the service fee earned which we are offering to reimburse.
This offer has been extended in full and final settlement of this matter. We await further correspondence via email in regard to the refund.
~A.D
Flight Centre South Africa's reply17 Feb 2025, 07:50
Official
Dear Dee
Thank you for taking the time to add your email response to the feedback here. We would once again like to respond as follows;
Thank you for taking the time to add your email response to the feedback here. We would once again like to respond as follows;
We would recommend sharing feedback with the relevant airline for any issues experienced, whether in flight or at the airport and in transit. In recent times due to a change in airlines' privacy rules/policies, they require that travellers share feedback directly with them usually via their online portals. Flight Centre would unfortunately not be able to address issues such as schedule changes or the resultant stress thereof.
We are truly sorry for any distress experienced during your travels, this was not our intention at all. Chris has relayed to the Customer Experience team all that he did as part of his function as your travel agent. It is disappointing to note that this did not translate to you as intended. We are mindful that sometimes as individuals, our perception of what good service is can differ due to varying factors. We have however taken your feedback on board in this regard.
We are truly sorry for any distress experienced during your travels, this was not our intention at all. Chris has relayed to the Customer Experience team all that he did as part of his function as your travel agent. It is disappointing to note that this did not translate to you as intended. We are mindful that sometimes as individuals, our perception of what good service is can differ due to varying factors. We have however taken your feedback on board in this regard.
While we are unfortunately unable to compensate you for any discomfort or anxiety resulting from your experience, we would like to extend an offer to refund you the Flight Centre service fee charged on this booking in the amount of R785.43. We have offered this refund specifically as you have cited that the service did not meet your expectations in spite of all our efforts. Regrettably, we cannot offer anything more than this amount as the funds to secure your flights were paid over to the airline at the time of confirmation of your booking. Travel has been completed and the product purchased is deemed consumed and it is unlikely that the airlines will reimburse any of the funds paid over to secure your booking.
A copy of the ledger has been shared with the feedback on email, showing irrefutable proof of the service fee earned which we are offering to reimburse.
This offer has been extended in full and final settlement of this matter. We await further correspondence via email in regard to the refund.
~A.D
DP
Dee P's updateReviewer Update
17 Feb 2025, 11:05Lynette your summary of my complaint is incorrect and some parts are untrue. Am I forced to accept the incorrect assessment and the fact that you justify why you won’t speak to me to get the correct information. What you’ll at flight centre are saying is my truth doesn’t matter cos you’ll made up youlls mind from day 1 and Chris is right regardless of the incorrect information he provided to me. So I am to accept the bad service because your terms and conditions allow it ??? THERE HAS TO BE SOMEONE WHO WILL LOOK AT MY COMPLAINT WITH FAIRNESS AND GIVE ME A CHANCE
DP
Dee P's update17 Feb 2025, 11:05
Reviewer Update
Lynette your summary of my complaint is incorrect and some parts are untrue. Am I forced to accept the incorrect assessment and the fact that you justify why you won’t speak to me to get the correct information. What you’ll at flight centre are saying is my truth doesn’t matter cos you’ll made up youlls mind from day 1 and Chris is right regardless of the incorrect information he provided to me. So I am to accept the bad service because your terms and conditions allow it ??? THERE HAS TO BE SOMEONE WHO WILL LOOK AT MY COMPLAINT WITH FAIRNESS AND GIVE ME A CHANCE
Flight Centre South Africa's replyOfficial
17 Feb 2025, 12:09Dear Dee,
Thank you for the update. We have provided comprehensive feedback and followed the relevant channels with escalation.
We regret that you have not been satisfied with the feedback and have noted that a further escalation point has been provided. Should you wish to further pursue the matter, please kindly escalate the matter to the Consumer Goods and Ombud(CGSO).
~A.D
Thank you for the update. We have provided comprehensive feedback and followed the relevant channels with escalation.
We regret that you have not been satisfied with the feedback and have noted that a further escalation point has been provided. Should you wish to further pursue the matter, please kindly escalate the matter to the Consumer Goods and Ombud(CGSO).
~A.D
Flight Centre South Africa's reply17 Feb 2025, 12:09
Official
Dear Dee,
Thank you for the update. We have provided comprehensive feedback and followed the relevant channels with escalation.
We regret that you have not been satisfied with the feedback and have noted that a further escalation point has been provided. Should you wish to further pursue the matter, please kindly escalate the matter to the Consumer Goods and Ombud(CGSO).
~A.D
Thank you for the update. We have provided comprehensive feedback and followed the relevant channels with escalation.
We regret that you have not been satisfied with the feedback and have noted that a further escalation point has been provided. Should you wish to further pursue the matter, please kindly escalate the matter to the Consumer Goods and Ombud(CGSO).
~A.D
DP
Dee P's updateReviewer Update
17 Feb 2025, 12:15Wow Lynette is it normal business practice to speak down to speak that bring up issues???
DP
Dee P's update17 Feb 2025, 12:15
Reviewer Update
Wow Lynette is it normal business practice to speak down to speak that bring up issues???
Flight Centre South Africa's replyOfficial
17 Feb 2025, 12:27Dear Dee
A referral to the CGSO is not in any way talking down to you, it is an avenue for consumers to take to get matters resolved.
A referral to the CGSO is not in any way talking down to you, it is an avenue for consumers to take to get matters resolved.
We have reached an impasse in this matter as our feedback & compensation is unsatisfactory to you. We will unfortunately not be reviewing the compensation upwards, and we have noted to you that the offer made is final hence we have provided an alternative channel for you to further escalate for mediation.
~A.D
~A.D
Flight Centre South Africa's reply17 Feb 2025, 12:27
Official
Dear Dee
A referral to the CGSO is not in any way talking down to you, it is an avenue for consumers to take to get matters resolved.
A referral to the CGSO is not in any way talking down to you, it is an avenue for consumers to take to get matters resolved.
We have reached an impasse in this matter as our feedback & compensation is unsatisfactory to you. We will unfortunately not be reviewing the compensation upwards, and we have noted to you that the offer made is final hence we have provided an alternative channel for you to further escalate for mediation.
~A.D
~A.D