1 reviews | Active since Jan 2018
Incorrect Visa information
My partner and I booked a holiday with Flight Centre to go to Thailand ,we had started the process in the beginning of 2017.
I had told the travel agent that I'm a Congolese Citizen with a Congolese passport and a RSA passport .He then told us that I wont need a Visa cause I have a South African passport .(He incorrectly made the assumption that I was a South African Citizen and didn't bother to clarify ). On the 31 st of December we traveled to Bangkok via Abu Dhabi .When we got to Bangkok I was told by passport control that I needed a VISA because I'm not a South African citizen and we had to travel all the way back to RSA and our tickets were not refunded .
When we approached Flight Centre about this issue we were told that Flight Centre that its not their fault as they don't advise on VISAs and that the T's and C's state that it is the client responsibility to ensure that they have the correct VISA .This goes against the Association of South African Travel Agents members Code of Conduct.
We are also following up with Etihad Airways as to why the allowed as to board without a VISA on our own without the help of Flight Centre which is also against the ASATA code of conduct .
Furthermore we were not given notice of Flight Centre T's and Cs that state that we take on the liability of ensuring that we have the correct documents and potential effects of such liability as requested by the Consumer Protection Act .
Overall disappointed at the service and treatment we received and I wont use FCTG services again in future.
Dear Herve.K
Thank you for your comments posted on the Hello Peter website. We confirm that the matter has been fully addressed by our company after personally meeting with you. Our feedback to you included confirmation that the status of your South African travel document was not disclosed to us at the time of booking. Feedback already conveyed to you mentions that you do not hold a South African full passport however you hold a South African travel document in addition to your Congolese passport. You advised our company at the time of booking that you held both a South African passport and a Congolese passport which was inaccurate. Our company unfortunately does not know the specific status of a passenger's travel documentation and the terms & conditions which were accepted by you at the time of booking makes specific reference to customers ensuring that all travel documentation is in order for their travel.
We furthermore confirm that all refunds have been processed as per your request emailed to our company. We apologise for any inconvenience experienced and will gladly clarify the feedback already conveyed to you should you wish.
Kind regards
FCTG Team
Dear Herve.K
Thank you for your comments posted on the Hello Peter website. We confirm that the matter has been fully addressed by our company after personally meeting with you. Our feedback to you included confirmation that the status of your South African travel document was not disclosed to us at the time of booking. Feedback already conveyed to you mentions that you do not hold a South African full passport however you hold a South African travel document in addition to your Congolese passport. You advised our company at the time of booking that you held both a South African passport and a Congolese passport which was inaccurate. Our company unfortunately does not know the specific status of a passenger's travel documentation and the terms & conditions which were accepted by you at the time of booking makes specific reference to customers ensuring that all travel documentation is in order for their travel.
We furthermore confirm that all refunds have been processed as per your request emailed to our company. We apologise for any inconvenience experienced and will gladly clarify the feedback already conveyed to you should you wish.
Kind regards
FCTG Team