AM
Angela M
1 reviews | Active since Feb 2013
01 Jun 2024, 21:06
No help with an online booking after 2 weeks of waiting
I made a flight booking online. Somehow the titles Mr and Mrs are incorrect on the booking. I phoned the online support team and requested the correction. I was not able to get out of them whether this matters or not. The response was ‘we will ask the airline’. This was 2 weeks ago, and there has been no response, other than to say they’re ‘waiting for the airline’. However I was told by the consultant that the airline should respond within 72 hours. The wait feels endless. I don’t know what I am going to do. I don’t know whether we can even travel anymore. My children are disappointed at the thought of not being able to go on our long-awaited holiday, for which I have saved for years! I feel so desperate but Flight Centre don’t seem to care!!! I tried contacting customer care but was told they can’t help because the booking was made online. How can a business operate like this?
Helpful (0)
Replies (4)0
Replies (4)
Flight Centre South Africa's replyOfficial
02 Jun 2024, 07:51Dear Angela
Thank you for taking the time to let us know that you've been disappointed and need assistance. We're truly sorry that you and the kids feel this way and we'd like to get to the bottom of this.
Our Customer Experience team will reach out to you directly on Monday to assist.
~A.C
Thank you for taking the time to let us know that you've been disappointed and need assistance. We're truly sorry that you and the kids feel this way and we'd like to get to the bottom of this.
Our Customer Experience team will reach out to you directly on Monday to assist.
~A.C
Flight Centre South Africa's reply02 Jun 2024, 07:51
Official
Dear Angela
Thank you for taking the time to let us know that you've been disappointed and need assistance. We're truly sorry that you and the kids feel this way and we'd like to get to the bottom of this.
Our Customer Experience team will reach out to you directly on Monday to assist.
~A.C
Thank you for taking the time to let us know that you've been disappointed and need assistance. We're truly sorry that you and the kids feel this way and we'd like to get to the bottom of this.
Our Customer Experience team will reach out to you directly on Monday to assist.
~A.C
Flight Centre South Africa's replyOfficial
03 Jun 2024, 13:13Dear Angela.
Thanks for sharing your feedback with us and for allowing us the opportunity to respond. We are extremely sorry to know that you are unhappy with your recent booking made via our Online booking platform. Kindly accept our sincere apologies for the inconvenience caused to you due to the break in service from our online support team.
Although our team and suppliers strive for customer satisfaction, it’s evident we’ve fallen short in this instance. We do understand the frustration and stress you might have gone through. Your concerns have been treated with the utmost priority and we have escalated the issue of the name change to the airline and we continue to follow up on the matter.
We would like to highlight that Flight Centre operates as a travel agency that sells the travel products and services of third-party suppliers. This means we are bound by the terms and policies of the third-party travel provider and in an instance like your own, we need the authority of the supplier to make the name change. We will continue to follow up and ensure that your request is prioritised.
If you still have further questions about the incident, please do not hesitate to reach out. We’d be happy to talk about them with you. ~ C.M
Flight Centre South Africa's reply03 Jun 2024, 13:13
Official
Dear Angela.
Thanks for sharing your feedback with us and for allowing us the opportunity to respond. We are extremely sorry to know that you are unhappy with your recent booking made via our Online booking platform. Kindly accept our sincere apologies for the inconvenience caused to you due to the break in service from our online support team.
Although our team and suppliers strive for customer satisfaction, it’s evident we’ve fallen short in this instance. We do understand the frustration and stress you might have gone through. Your concerns have been treated with the utmost priority and we have escalated the issue of the name change to the airline and we continue to follow up on the matter.
We would like to highlight that Flight Centre operates as a travel agency that sells the travel products and services of third-party suppliers. This means we are bound by the terms and policies of the third-party travel provider and in an instance like your own, we need the authority of the supplier to make the name change. We will continue to follow up and ensure that your request is prioritised.
If you still have further questions about the incident, please do not hesitate to reach out. We’d be happy to talk about them with you. ~ C.M
AM
Angela M's updateReviewer Update
05 Jun 2024, 22:05I received a call from the online support consultant almost immediately after writing the review. The feedback from the airline is that the titles are not mandatory. Whilst I am pleased that you got back to me, it is still disappointing that one has to resort to public reviews in order to get a response. However I am appreciative of the action you took.
AM
Angela M's update05 Jun 2024, 22:05
Reviewer Update
I received a call from the online support consultant almost immediately after writing the review. The feedback from the airline is that the titles are not mandatory. Whilst I am pleased that you got back to me, it is still disappointing that one has to resort to public reviews in order to get a response. However I am appreciative of the action you took.
Flight Centre South Africa's replyOfficial
06 Jun 2024, 07:57Dear Angela
We completely understand your frustration and thank you for the feedback. Our Online support team has recently undergone some changes and your feedback means the world to us because it is only through feedback that we can change and improve our services.
~A.C
We completely understand your frustration and thank you for the feedback. Our Online support team has recently undergone some changes and your feedback means the world to us because it is only through feedback that we can change and improve our services.
~A.C
Flight Centre South Africa's reply06 Jun 2024, 07:57
Official
Dear Angela
We completely understand your frustration and thank you for the feedback. Our Online support team has recently undergone some changes and your feedback means the world to us because it is only through feedback that we can change and improve our services.
~A.C
We completely understand your frustration and thank you for the feedback. Our Online support team has recently undergone some changes and your feedback means the world to us because it is only through feedback that we can change and improve our services.
~A.C