1 reviews | Active since May 2019
Long outstanding refund on flights
I booked and paid for a trip to Mozambique with Gilliian Sidwell at the Cradlestone Mall branch. I specifically asked for flexible flights and accommodation and comprehensive travel insurance given the uncer*****y with Covid. I was due to fly out on Christmas Day.
My PCR test was positive despite having recovered from Covid earlier that month and I therefore couldn’t travel. I was told my refund will take 6-12 weeks. It’s been 19 weeks and while I received the refund on my hotel accommodation, I have yet to receive the refund from Airlink for my flights.
I have sent numerous emails, WhatsApp messages, phone calls and walk-ins at the branch. I don’t get feedback unless I ask and sometimes I’m ignored.
At the beginning of the pandemic, I had a trip to Japan through another tour operator. My trip was cancelled and I had no problems with the refund.
I am deeply disappointed at the poor service I am receiving. Please can I get a refund on my flights as I specifically asked for flexible arrangements and comprehensive travel insurance
Thank you for your correspondence directed to Customer Experience and for allowing us the opportunity to look into the matter. We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Our records confirm your refund was submitted to the airline on the 1st February per your communication with Gillian. In line with the normal service level agreement between Flight Centre and the airlines is that refunds will be processed in 12 weeks.
Considering your concerns, we have ascertained your refund has not yet been processed by the airline as per this SLA. The feedback from the airline has been that they are currently experiencing an influx of refund requests and therefore the processing time for refunds may take up to 4 months. We have shared the airline's feedback with you in this regard.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the frustration the delay has caused. Our investigation into your concerns has highlighted that the consultant could have provided you with information in a bid to manage your expectations of the refund timeline. Upon discussion with Gillian regarding the same, she has expressed her sincere regret as her service has left you less than satisfied.
We further confirm that Gillian will provide you with an update on the status of your refund every two weeks to ensure that you are kept up to date.
Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret this was not translated in Cradlestone’s interaction with you.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M
Thank you for your correspondence directed to Customer Experience and for allowing us the opportunity to look into the matter. We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
Our records confirm your refund was submitted to the airline on the 1st February per your communication with Gillian. In line with the normal service level agreement between Flight Centre and the airlines is that refunds will be processed in 12 weeks.
Considering your concerns, we have ascertained your refund has not yet been processed by the airline as per this SLA. The feedback from the airline has been that they are currently experiencing an influx of refund requests and therefore the processing time for refunds may take up to 4 months. We have shared the airline's feedback with you in this regard.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the frustration the delay has caused. Our investigation into your concerns has highlighted that the consultant could have provided you with information in a bid to manage your expectations of the refund timeline. Upon discussion with Gillian regarding the same, she has expressed her sincere regret as her service has left you less than satisfied.
We further confirm that Gillian will provide you with an update on the status of your refund every two weeks to ensure that you are kept up to date.
Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret this was not translated in Cradlestone’s interaction with you.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M