1 reviews | Active since May 2025
Misrepresentation and Poor Service – CGSO Case Opened Against Flight Centre
I am extremely disappointed with the misleading and unprofessional conduct I have experienced with Flight Centre in relation to my upcoming Mauritius trip. Despite explicitly requesting a beachfront suite from the outset – both verbally and in writing – I was booked into a non-beachfront room without proper disclosure or clarification.
At no point was I clearly advised that the room being quoted was not beachfront, and the consultant used vague terminology such as “sea-facing with some palm,” which I now understand to be intentionally ambiguous. This constitutes a clear case of misrepresentation and a failure of duty of care from a travel expert.
When I raised the issue, Flight Centre admitted fault to the extent of moving my room to a ground floor suite at their cost – yet still failed to deliver the beachfront room I initially requested. Now, they are demanding that I pay R20,000 extra to correct their error.
I have formally escalated this matter to the Consumer Goods and Services Ombud (CGSO), who have accepted the case and are investigating it. In the meantime, I have no option but to pay the upgrade cost provisionally to secure the correct room for my July travel, while Flight Centre refuses to take accountability or act fairly.
Flight Centre’s handling of this matter is not only disappointing—it is *********. For a company that claims to offer expert travel guidance, their lack of transparency, accountability, and customer care is unacceptable.
I caution other consumers to read every line of the documentation carefully, as this company will not act in your best interest once payment is made.
This is not just poor service—it is a breach of consumer trust.
#FlightCentre #ConsumerRights #CGSO #Travel**** #Misrepresentation
Thank you for taking the time to raise your concerns and feedback with us on this platform. We've noted that our Customer Experience team have investigated the matter and provided full feedback.
As part of our standard booking process, all documentation related to your stay was shared with you for review and confirmation. The room category confirmed was noted in the booking documentation that was shared with you and subsequently accepted. All relevant details were provided to ensure transparency and alignment with your expectations. By accepting the documentation provided, you acknowledged that the reservation was confirmed as requested.
We regret that the experience has left you feeling this way and will ensure we assist to the best of our ability upon receiving the CGSO correspondence. Your recent review will be added to your current case and a member of the team will reach out.
~A.D
Thank you for taking the time to raise your concerns and feedback with us on this platform. We've noted that our Customer Experience team have investigated the matter and provided full feedback.
As part of our standard booking process, all documentation related to your stay was shared with you for review and confirmation. The room category confirmed was noted in the booking documentation that was shared with you and subsequently accepted. All relevant details were provided to ensure transparency and alignment with your expectations. By accepting the documentation provided, you acknowledged that the reservation was confirmed as requested.
We regret that the experience has left you feeling this way and will ensure we assist to the best of our ability upon receiving the CGSO correspondence. Your recent review will be added to your current case and a member of the team will reach out.
~A.D
Your response is noted, but once again, you’ve chosen to hide behind your standard documentation process instead of addressing the real issue — a clear failure by your travel consultant to properly advise, inform, and guide me during the booking process.
The suggestion that I “accepted” the room category is misleading and irresponsible. Acceptance does not equal informed consent, especially when the consultant failed to explain the critical differences between the room types or even clarify that a downgrade was taking place. If I had been properly informed, I would never have proceeded with that booking.
I must now question the competency and product knowledge of your travel agent. Were they even aware of the hotel’s room classifications? Did they understand what they were offering me, or was this just another case of pushing through a sale at the customer’s expense? Your agent’s lack of detail, guidance, and professional insight resulted in a completely unsatisfactory experience — one that could have been avoided with basic due diligence.
If this is what Flight Centre considers "transparency" and "alignment with expectations," then it is no wonder so many consumers are turning away from your services.
I will await the outcome of the CGSO investigation, and I expect more than copy-paste responses from your team. A proper apology and accountability would be a good place to start.
Your response is noted, but once again, you’ve chosen to hide behind your standard documentation process instead of addressing the real issue — a clear failure by your travel consultant to properly advise, inform, and guide me during the booking process.
The suggestion that I “accepted” the room category is misleading and irresponsible. Acceptance does not equal informed consent, especially when the consultant failed to explain the critical differences between the room types or even clarify that a downgrade was taking place. If I had been properly informed, I would never have proceeded with that booking.
I must now question the competency and product knowledge of your travel agent. Were they even aware of the hotel’s room classifications? Did they understand what they were offering me, or was this just another case of pushing through a sale at the customer’s expense? Your agent’s lack of detail, guidance, and professional insight resulted in a completely unsatisfactory experience — one that could have been avoided with basic due diligence.
If this is what Flight Centre considers "transparency" and "alignment with expectations," then it is no wonder so many consumers are turning away from your services.
I will await the outcome of the CGSO investigation, and I expect more than copy-paste responses from your team. A proper apology and accountability would be a good place to start.