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jacky.shanker jacky.shanker

1 reviews | Active since Jun 2016

17 Aug 2023, 13:36

Lack of customer service

I logged an enquiry online and Natasha from KZN contacted me very quickly. She sent me a quote and I asked for an amended date and then got her out of office. I assumed she would have gotten my mail upon her return (6 August)… nothing. I contacted Blue Route and spoke to Carina. She then took my info so that she could mail me a quote… nothing. I then called BR again and spoke to Lisa who then sent me the quote that Carina did not send. On Saturday I went into BR they could not find the quote as the quote number attached my quote belonged to an Australian quote. She then called Carina who is actually in Constantia who then said she will send me another quote as the one Lisa sent had incorrect info... to date nothing. How is it all the other travel agencies could generate a quote within minutes yet flight center takes days/weeks or don’t bother responding. How many customers have you lost because of lack of service. I did one do my trips through you and clearly it’s going to stay that way.

After sending the above to customer service - Natasha almost immediately sent me a quote.

Customer Service (Cebisile) then responded to say that Natasha has been hospitalized thats why she did not respond to me email, they also responded to say that Carina has now sent me 2 quotes and an apology - Natasha emailed me after my complaint.... i suppose from her hospital bed... - To date nothing from Carina - no quote, no apology I then got a mail to say this has now been resolved.... what exactly as been resolved. No one even had the decency to pick up the phone... Carina is still MIA

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Replies (2)
Flight Centre South Africa
Flight Centre South Africa's reply17 Aug 2023, 13:51
Official
Dear Jacky

Thank you for sharing your feedback on your recent interaction with Flight Centre's staff. We are so disappointed to learn of your experience and the unsatisfactory service that you have received. We will escalate this matter to our Customer Experience department for further attention of the matter.

~L.M 
Flight Centre South Africa
Flight Centre South Africa's reply21 Aug 2023, 11:45
Official
 Dear Jacky.
 
We genuinely care about delivering an amazing travel experience and regret that your interaction with our travel experts Natasha and Carina has not been a favourable one and that we have failed to deliver the basic service which is a core focus of our business.    
    
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the frustration you have experienced. Once your concerns were received, we escalated the matter to their respective area leaders for immediate attention. Our retail management team is highly apologetic about this matter. 
 
Natasha furnished you with the requested quotes and a member from the Customer Experience team then reached out to notify you of all the actions that were taken on the 14th of August. You notified our Customer Experience team member that you booked your trip elsewhere and no longer required further quotes on the same date. The matter was then resolved as no further action was required from Flight Centre. Upon receiving the escalation of your concerns via the Hellopeter platform on the 17th of August, Customer Experience contacted you again to explore any further concerns you may have. You declined assistance telephonically and asked to never be contacted by Flight Centre again. To avoid contravention of the POPI Act, Flight Centre will respect your instructions and cease communication. 
 
~C.M