MK
Mwenya K
1 reviews | Active since May 2018
13 Oct 2025, 10:22
Lack of Customer Service in Mall of Africa Store:
I would like to share feedback regarding my experience at the store.
The mall closes at 8:00 p.m., but the store only has agents available until 5:30 p.m. After that, a temporary worker collects customer information for follow-up calls. Despite leaving messages on several occasions, I have never received a return call. When addressed, the staff do not acknowledge or apologize, they only state that they will follow up. Many customers visit this mall for the extended operating hours, so if the store cannot provide full service during that time, it should reconsider operating under those conditions.
The store does not provide direct email addresses for agents, only a generic store contact. This makes it difficult to resolve urgent matters or make time-sensitive changes to bookings. On one occasion, I had to forfeit a ticket due to delays caused by this limitation.
Pricing is often 30–40% higher than equivalent offers available online.
Additionally, I had an unprofessional interaction with the team lead, who was defensive and dismissive. They appeared unwilling to separate the issues being raised and made me feel like my concerns were an inconvenience.
This approach to customer service is disappointing. It does not reflect value or respect for clients. Many customers will not continue to pay a premium when they are treated poorly.
Helpful (0)
Replies (2)0
Replies (2)
Flight Centre South Africa's replyOfficial
13 Oct 2025, 10:28Dear Mwenya
We apologise for the experience that prompted this review and acknowledge that we have not delivered the level of service our customers deserve. Your feedback is important to us, and we are committed to addressing these concerns promptly.
Our customer experience team will be in contact with you directly to discuss this matter and work toward a resolution. Thank you for giving us the opportunity to improve.
~A.D
We apologise for the experience that prompted this review and acknowledge that we have not delivered the level of service our customers deserve. Your feedback is important to us, and we are committed to addressing these concerns promptly.
Our customer experience team will be in contact with you directly to discuss this matter and work toward a resolution. Thank you for giving us the opportunity to improve.
~A.D
Flight Centre South Africa's reply13 Oct 2025, 10:28
Official
Dear Mwenya
We apologise for the experience that prompted this review and acknowledge that we have not delivered the level of service our customers deserve. Your feedback is important to us, and we are committed to addressing these concerns promptly.
Our customer experience team will be in contact with you directly to discuss this matter and work toward a resolution. Thank you for giving us the opportunity to improve.
~A.D
We apologise for the experience that prompted this review and acknowledge that we have not delivered the level of service our customers deserve. Your feedback is important to us, and we are committed to addressing these concerns promptly.
Our customer experience team will be in contact with you directly to discuss this matter and work toward a resolution. Thank you for giving us the opportunity to improve.
~A.D
Flight Centre South Africa's replyOfficial
16 Oct 2025, 13:07Dear Mwenya. K
Thank you for taking the time to share your detailed feedback regarding your experience at our store. We truly value hearing from our customers, as it helps us identify areas for improvement and ensure that we are providing the level of service Flight Centre is known for.
At Flight Centre, we prioritise a healthy work–life balance for our consultants, which is why our in-store team operates until 5:30 p.m. each day. To respect the mall’s extended trading hours, we have implemented an after-hours support system whereby a team member remains on-site to assist walk-ins by recording messages and customer details for follow-up. We have noted your concern that these messages have not been actioned in your case, and we sincerely apologise for the inconvenience this has caused. Going forward, we will ensure that messages left after hours are responded to promptly on the next business day.
To strengthen this process, we will also be implementing a formal follow-up tracking system to ensure every missed call or message is actioned and no customer enquiry goes unattended.
Regarding your comment about email communication, our store email address functions as a shared mailbox, ensuring that your message reaches the entire team—even if your consultant is not available or off duty. However, each of our consultants also has a personal mailbox used for ongoing communication with customers they have quoted or booked. If you would like to be referred to a specific consultant for dedicated support, please let us know, and we will gladly arrange that for you.
We also understand your concern about pricing. While online platforms may sometimes appear cheaper, booking through a travel agency like Flight Centre provides several key advantages, including:
- Expert advice and personalised service from qualified travel consultants.
- Assistance with complex or multi-stop itineraries that are difficult to book online.
- Support and advocacy in the event of schedule changes, cancellations, or emergencies.
- Access to exclusive packages, negotiated airfares, and flexible payment options.
- Human assistance before, during, and after your trip — providing peace of mind that digital platforms cannot replicate.
Online prices can occasionally appear lower because they may exclude certain taxes, service fees, or flexible terms that our packages include, or they may be based on restricted fares with limited after-sales support.
Lastly, we are deeply sorry to hear about your interaction with our team lead. Professionalism, empathy, and respect are at the heart of our service standards. We will be coaching and retraining our staff on conflict management, empathy, and active listening. Additionally, we are reviewing our internal service culture to ensure that all leaders model the behaviour and values our customers expect and deserve.
Thank you once again for bringing these matters to our attention. Your feedback will directly inform our improvement efforts, and we appreciate the opportunity to restore your confidence in our brand.
~C.M
Flight Centre South Africa's reply16 Oct 2025, 13:07
Official
Dear Mwenya. K
Thank you for taking the time to share your detailed feedback regarding your experience at our store. We truly value hearing from our customers, as it helps us identify areas for improvement and ensure that we are providing the level of service Flight Centre is known for.
At Flight Centre, we prioritise a healthy work–life balance for our consultants, which is why our in-store team operates until 5:30 p.m. each day. To respect the mall’s extended trading hours, we have implemented an after-hours support system whereby a team member remains on-site to assist walk-ins by recording messages and customer details for follow-up. We have noted your concern that these messages have not been actioned in your case, and we sincerely apologise for the inconvenience this has caused. Going forward, we will ensure that messages left after hours are responded to promptly on the next business day.
To strengthen this process, we will also be implementing a formal follow-up tracking system to ensure every missed call or message is actioned and no customer enquiry goes unattended.
Regarding your comment about email communication, our store email address functions as a shared mailbox, ensuring that your message reaches the entire team—even if your consultant is not available or off duty. However, each of our consultants also has a personal mailbox used for ongoing communication with customers they have quoted or booked. If you would like to be referred to a specific consultant for dedicated support, please let us know, and we will gladly arrange that for you.
We also understand your concern about pricing. While online platforms may sometimes appear cheaper, booking through a travel agency like Flight Centre provides several key advantages, including:
- Expert advice and personalised service from qualified travel consultants.
- Assistance with complex or multi-stop itineraries that are difficult to book online.
- Support and advocacy in the event of schedule changes, cancellations, or emergencies.
- Access to exclusive packages, negotiated airfares, and flexible payment options.
- Human assistance before, during, and after your trip — providing peace of mind that digital platforms cannot replicate.
Online prices can occasionally appear lower because they may exclude certain taxes, service fees, or flexible terms that our packages include, or they may be based on restricted fares with limited after-sales support.
Lastly, we are deeply sorry to hear about your interaction with our team lead. Professionalism, empathy, and respect are at the heart of our service standards. We will be coaching and retraining our staff on conflict management, empathy, and active listening. Additionally, we are reviewing our internal service culture to ensure that all leaders model the behaviour and values our customers expect and deserve.
Thank you once again for bringing these matters to our attention. Your feedback will directly inform our improvement efforts, and we appreciate the opportunity to restore your confidence in our brand.
~C.M