CS
Cobus S
1 reviews | Active since Apr 2018
21 Apr 2020, 21:47
No willingness to help
During country and world lockdown pandemic they are not giving us a refund but we need to pay penalties to move our holiday. Not trying to help their paying customers and simply referring us back to the standard terms and conditions. Not willing to offer anything to help is
Helpful (0)
Replies (16)0
Replies (16)
Flight Centre South Africa's replyOfficial
22 Apr 2020, 07:31Dear Cobus S
Thank you for taking the time to share your frustration with us. During this unprecedented time we would explore every possible option to ensure you still in future, get to have your holiday experience.
We are however very much dependent on the re-accommodation options that are presented by each supplier and deeply regret that based on your feedback, the options you had received was not what you were hoping for.
We would greatly appreciate the opportunity to ensure that you have been afforded every possible option, if you can please share your booking reference with us or reach out on *** with more details on your travel reservation.
~Emily
Thank you for taking the time to share your frustration with us. During this unprecedented time we would explore every possible option to ensure you still in future, get to have your holiday experience.
We are however very much dependent on the re-accommodation options that are presented by each supplier and deeply regret that based on your feedback, the options you had received was not what you were hoping for.
We would greatly appreciate the opportunity to ensure that you have been afforded every possible option, if you can please share your booking reference with us or reach out on *** with more details on your travel reservation.
~Emily
Flight Centre South Africa's reply22 Apr 2020, 07:31
Official
Dear Cobus S
Thank you for taking the time to share your frustration with us. During this unprecedented time we would explore every possible option to ensure you still in future, get to have your holiday experience.
We are however very much dependent on the re-accommodation options that are presented by each supplier and deeply regret that based on your feedback, the options you had received was not what you were hoping for.
We would greatly appreciate the opportunity to ensure that you have been afforded every possible option, if you can please share your booking reference with us or reach out on *** with more details on your travel reservation.
~Emily
Thank you for taking the time to share your frustration with us. During this unprecedented time we would explore every possible option to ensure you still in future, get to have your holiday experience.
We are however very much dependent on the re-accommodation options that are presented by each supplier and deeply regret that based on your feedback, the options you had received was not what you were hoping for.
We would greatly appreciate the opportunity to ensure that you have been afforded every possible option, if you can please share your booking reference with us or reach out on *** with more details on your travel reservation.
~Emily
CS
Cobus S's updateReviewer Update
22 Apr 2020, 11:23Thanks for your response.
My situation is exactly the same as other gent that also reviewed yesterday.
Furthermore, according to your rep, exchange rate was R15.83 and now it is R18.84, again according to your rep, therefor, when I paid in Feb it should have been paid over (converted to usd) to the agents that side, so now it is almost worth R3000 more. But I am expected to pay cancellation and almost R6000 more to rebook exactly the same thing in September? How can you think this is fair?
Booking reference number P***C2
My situation is exactly the same as other gent that also reviewed yesterday.
Furthermore, according to your rep, exchange rate was R15.83 and now it is R18.84, again according to your rep, therefor, when I paid in Feb it should have been paid over (converted to usd) to the agents that side, so now it is almost worth R3000 more. But I am expected to pay cancellation and almost R6000 more to rebook exactly the same thing in September? How can you think this is fair?
Booking reference number P***C2
CS
Cobus S's update22 Apr 2020, 11:23
Reviewer Update
Thanks for your response.
My situation is exactly the same as other gent that also reviewed yesterday.
Furthermore, according to your rep, exchange rate was R15.83 and now it is R18.84, again according to your rep, therefor, when I paid in Feb it should have been paid over (converted to usd) to the agents that side, so now it is almost worth R3000 more. But I am expected to pay cancellation and almost R6000 more to rebook exactly the same thing in September? How can you think this is fair?
Booking reference number P***C2
My situation is exactly the same as other gent that also reviewed yesterday.
Furthermore, according to your rep, exchange rate was R15.83 and now it is R18.84, again according to your rep, therefor, when I paid in Feb it should have been paid over (converted to usd) to the agents that side, so now it is almost worth R3000 more. But I am expected to pay cancellation and almost R6000 more to rebook exactly the same thing in September? How can you think this is fair?
Booking reference number P***C2
Flight Centre South Africa's replyOfficial
22 Apr 2020, 12:01Dear Cobus S
Thank you for sharing the additional information with us. We have passed this on to our Customer Experience Team.
~Kim
Thank you for sharing the additional information with us. We have passed this on to our Customer Experience Team.
~Kim
Flight Centre South Africa's reply22 Apr 2020, 12:01
Official
Dear Cobus S
Thank you for sharing the additional information with us. We have passed this on to our Customer Experience Team.
~Kim
Thank you for sharing the additional information with us. We have passed this on to our Customer Experience Team.
~Kim
CS
Cobus S's updateReviewer Update
28 Apr 2020, 09:20So you contact me via email to take the discussion off Hello Peter to tell me that I can not get a refund. How is this fair or acceptable. There is no willingness to assist. I want a full refund, We have paid in full on 19 February already
CS
Cobus S's update28 Apr 2020, 09:20
Reviewer Update
So you contact me via email to take the discussion off Hello Peter to tell me that I can not get a refund. How is this fair or acceptable. There is no willingness to assist. I want a full refund, We have paid in full on 19 February already
Flight Centre South Africa's replyOfficial
28 Apr 2020, 09:46Dear Cobus S
We regret that this is not the outcome you were looking for. As conveyed, the supplier is unfortunately not affording any refunds at this time however has extended a credit for future travel. We always advocate for the best possible outcome for our customers. Unfortunately a refund is not an option afforded by the supplier as they have only extended a credit for postponement of travel.
We understand that you are disappointed and dissatisfied and are truly sorry.
~Kim
We regret that this is not the outcome you were looking for. As conveyed, the supplier is unfortunately not affording any refunds at this time however has extended a credit for future travel. We always advocate for the best possible outcome for our customers. Unfortunately a refund is not an option afforded by the supplier as they have only extended a credit for postponement of travel.
We understand that you are disappointed and dissatisfied and are truly sorry.
~Kim
Flight Centre South Africa's reply28 Apr 2020, 09:46
Official
Dear Cobus S
We regret that this is not the outcome you were looking for. As conveyed, the supplier is unfortunately not affording any refunds at this time however has extended a credit for future travel. We always advocate for the best possible outcome for our customers. Unfortunately a refund is not an option afforded by the supplier as they have only extended a credit for postponement of travel.
We understand that you are disappointed and dissatisfied and are truly sorry.
~Kim
We regret that this is not the outcome you were looking for. As conveyed, the supplier is unfortunately not affording any refunds at this time however has extended a credit for future travel. We always advocate for the best possible outcome for our customers. Unfortunately a refund is not an option afforded by the supplier as they have only extended a credit for postponement of travel.
We understand that you are disappointed and dissatisfied and are truly sorry.
~Kim
CS
Cobus S's updateReviewer Update
28 Apr 2020, 12:18I doubt strongly that you are sorry at all.
Nevertheless, what you are saying now is contradictory to written confirmation we have received from your agent. This include that the supplier is asking for a USD50 per person cancellation fee and that you will received the funds (minus the cancellation fee) and keep it on file for any other holiday, including another hotel. Thus what you are telling me know is different. So what is in actual fact the truth.
I therefor have no interest in dealing with your company anymore and want a full refund so that I can spend it with another company who is actually honest and loyal to their customers.
Herewith the quote in Afrikaans as received from your Mall@Reds representative. "
Nevertheless, what you are saying now is contradictory to written confirmation we have received from your agent. This include that the supplier is asking for a USD50 per person cancellation fee and that you will received the funds (minus the cancellation fee) and keep it on file for any other holiday, including another hotel. Thus what you are telling me know is different. So what is in actual fact the truth.
I therefor have no interest in dealing with your company anymore and want a full refund so that I can spend it with another company who is actually honest and loyal to their customers.
Herewith the quote in Afrikaans as received from your Mall@Reds representative. "
Ons sal volgens ons policy die geld wat ons terug kry van die hotel af (minus die 50USD per persoon kansellasie). Ons kan dit dan op 'n latere stadium gebruik vir die nuwe bespreking wanneer die tariewe beskikbaar is.Dit kan dan ook natuurlik vir 'n ander hotel ook gebruik word omrede ons dan klaar hierdie "kansellasie fooi" van 50usd per persoon af getrek het. "
CS
Cobus S's update28 Apr 2020, 12:18
Reviewer Update
I doubt strongly that you are sorry at all.
Nevertheless, what you are saying now is contradictory to written confirmation we have received from your agent. This include that the supplier is asking for a USD50 per person cancellation fee and that you will received the funds (minus the cancellation fee) and keep it on file for any other holiday, including another hotel. Thus what you are telling me know is different. So what is in actual fact the truth.
I therefor have no interest in dealing with your company anymore and want a full refund so that I can spend it with another company who is actually honest and loyal to their customers.
Herewith the quote in Afrikaans as received from your Mall@Reds representative. "
Nevertheless, what you are saying now is contradictory to written confirmation we have received from your agent. This include that the supplier is asking for a USD50 per person cancellation fee and that you will received the funds (minus the cancellation fee) and keep it on file for any other holiday, including another hotel. Thus what you are telling me know is different. So what is in actual fact the truth.
I therefor have no interest in dealing with your company anymore and want a full refund so that I can spend it with another company who is actually honest and loyal to their customers.
Herewith the quote in Afrikaans as received from your Mall@Reds representative. "
Ons sal volgens ons policy die geld wat ons terug kry van die hotel af (minus die 50USD per persoon kansellasie). Ons kan dit dan op 'n latere stadium gebruik vir die nuwe bespreking wanneer die tariewe beskikbaar is.Dit kan dan ook natuurlik vir 'n ander hotel ook gebruik word omrede ons dan klaar hierdie "kansellasie fooi" van 50usd per persoon af getrek het. "
CS
Cobus S's updateReviewer Update
28 Apr 2020, 12:34Apologies, it is Irene Mall not Mall @ Reds.
CS
Cobus S's update28 Apr 2020, 12:34
Reviewer Update
Apologies, it is Irene Mall not Mall @ Reds.
Flight Centre South Africa's replyOfficial
28 Apr 2020, 14:01Dear Cobus
You are correct, the supplier is imposing a cancellation fee. The remaining balance will remain as a credit on file. I had originally conveyed that a credit was the only possible option being afforded by the supplier. I am unsure where we provided contradictory information and apologise if we were unclear at any time.
~Kim
You are correct, the supplier is imposing a cancellation fee. The remaining balance will remain as a credit on file. I had originally conveyed that a credit was the only possible option being afforded by the supplier. I am unsure where we provided contradictory information and apologise if we were unclear at any time.
~Kim
Flight Centre South Africa's reply28 Apr 2020, 14:01
Official
Dear Cobus
You are correct, the supplier is imposing a cancellation fee. The remaining balance will remain as a credit on file. I had originally conveyed that a credit was the only possible option being afforded by the supplier. I am unsure where we provided contradictory information and apologise if we were unclear at any time.
~Kim
You are correct, the supplier is imposing a cancellation fee. The remaining balance will remain as a credit on file. I had originally conveyed that a credit was the only possible option being afforded by the supplier. I am unsure where we provided contradictory information and apologise if we were unclear at any time.
~Kim
CS
Cobus S's updateReviewer Update
28 Apr 2020, 14:19So it is very simple.
As per my previous email I am told that I can cancel and can use it for any other hotel, thus you have the money for the booking. This does not need any explanation as it is very clear.
But in your representative's ( | SUSAN ZAMBWE
| Customer Experience Expert) email I am told the following: "
As per my previous email I am told that I can cancel and can use it for any other hotel, thus you have the money for the booking. This does not need any explanation as it is very clear.
But in your representative's ( | SUSAN ZAMBWE
| Customer Experience Expert) email I am told the following: "
The supplier is not refunding Flight Centre and Flight Centre can therefore not refund you. Should you cancel the supplier keeps the funds on file for future travel, not the store. There will therefore not be a monetary refund forthcoming as Flight Centre is not in possession of your money. The feedback previously afforded will remain unchanged. " Once again this is copied from official correspondence.
So please explain to me how this is not contradictory.
Initially I would have been willing to except the USD50 per person to cancel and get my money back, but as you are actually not being truthful and change the info as you please, I want my full money back, including my flight money.
So please explain to me how this is not contradictory.
Initially I would have been willing to except the USD50 per person to cancel and get my money back, but as you are actually not being truthful and change the info as you please, I want my full money back, including my flight money.
CS
Cobus S's update28 Apr 2020, 14:19
Reviewer Update
So it is very simple.
As per my previous email I am told that I can cancel and can use it for any other hotel, thus you have the money for the booking. This does not need any explanation as it is very clear.
But in your representative's ( | SUSAN ZAMBWE
| Customer Experience Expert) email I am told the following: "
As per my previous email I am told that I can cancel and can use it for any other hotel, thus you have the money for the booking. This does not need any explanation as it is very clear.
But in your representative's ( | SUSAN ZAMBWE
| Customer Experience Expert) email I am told the following: "
The supplier is not refunding Flight Centre and Flight Centre can therefore not refund you. Should you cancel the supplier keeps the funds on file for future travel, not the store. There will therefore not be a monetary refund forthcoming as Flight Centre is not in possession of your money. The feedback previously afforded will remain unchanged. " Once again this is copied from official correspondence.
So please explain to me how this is not contradictory.
Initially I would have been willing to except the USD50 per person to cancel and get my money back, but as you are actually not being truthful and change the info as you please, I want my full money back, including my flight money.
So please explain to me how this is not contradictory.
Initially I would have been willing to except the USD50 per person to cancel and get my money back, but as you are actually not being truthful and change the info as you please, I want my full money back, including my flight money.
CS
Cobus S's updateReviewer Update
28 Apr 2020, 15:53So again you revert back to email by saying you are sticking to your decision of not giving me an option of a refund. This matter will be further reported to the ombudsman. Shocking customer service.
CS
Cobus S's update28 Apr 2020, 15:53
Reviewer Update
So again you revert back to email by saying you are sticking to your decision of not giving me an option of a refund. This matter will be further reported to the ombudsman. Shocking customer service.
Flight Centre South Africa's replyOfficial
28 Apr 2020, 15:59Dear Cobus
Our feedback unfortunately remains unchanged. A credit on file has been extended for future travel. There is unfortunately no refund forthcoming from the supplier. We unfortunately cannot refund monies which we do not have.
Once again, we are truly sorry and have provided the option that we are being afforded by the supplier.
~Kim
Our feedback unfortunately remains unchanged. A credit on file has been extended for future travel. There is unfortunately no refund forthcoming from the supplier. We unfortunately cannot refund monies which we do not have.
Once again, we are truly sorry and have provided the option that we are being afforded by the supplier.
~Kim
Flight Centre South Africa's reply28 Apr 2020, 15:59
Official
Dear Cobus
Our feedback unfortunately remains unchanged. A credit on file has been extended for future travel. There is unfortunately no refund forthcoming from the supplier. We unfortunately cannot refund monies which we do not have.
Once again, we are truly sorry and have provided the option that we are being afforded by the supplier.
~Kim
Our feedback unfortunately remains unchanged. A credit on file has been extended for future travel. There is unfortunately no refund forthcoming from the supplier. We unfortunately cannot refund monies which we do not have.
Once again, we are truly sorry and have provided the option that we are being afforded by the supplier.
~Kim
CS
Cobus S's updateReviewer Update
28 Apr 2020, 16:23 So lets keep it simple as I see that proper and relevant responses are.... well.... hard to come by ..... Please explain the following: (an email received from one of your reps) Ons kan dit dan op 'n latere stadium gebruik vir die nuwe bespreking wanneer die tariewe beskikbaar is Dit kan dan ook natuurlik vir n ander hotel ook gebruik word omrede ons dan klaar hierdie "kansallasie fooi" van 50 usd per persoon af getrek het. Super excited to see your response.
Also please note that all interest I am paying towards this "trip" will be part of this claims, not even to mention the public liabilities.
Also please note that all interest I am paying towards this "trip" will be part of this claims, not even to mention the public liabilities.
CS
Cobus S's update28 Apr 2020, 16:23
Reviewer Update
So lets keep it simple as I see that proper and relevant responses are.... well.... hard to come by ..... Please explain the following: (an email received from one of your reps) Ons kan dit dan op 'n latere stadium gebruik vir die nuwe bespreking wanneer die tariewe beskikbaar is Dit kan dan ook natuurlik vir n ander hotel ook gebruik word omrede ons dan klaar hierdie "kansallasie fooi" van 50 usd per persoon af getrek het. Super excited to see your response.
Also please note that all interest I am paying towards this "trip" will be part of this claims, not even to mention the public liabilities.
Also please note that all interest I am paying towards this "trip" will be part of this claims, not even to mention the public liabilities.
Flight Centre South Africa's replyOfficial
28 Apr 2020, 16:52Dear Cobus
Comprehensive feedback has been provided to you by our Customer Experience team who remain available to answer any further questions you may have.
~Kim
Comprehensive feedback has been provided to you by our Customer Experience team who remain available to answer any further questions you may have.
~Kim
Flight Centre South Africa's reply28 Apr 2020, 16:52
Official
Dear Cobus
Comprehensive feedback has been provided to you by our Customer Experience team who remain available to answer any further questions you may have.
~Kim
Comprehensive feedback has been provided to you by our Customer Experience team who remain available to answer any further questions you may have.
~Kim
CS
Cobus S's updateReviewer Update
28 Apr 2020, 17:09Can you please respond to my question.
CS
Cobus S's update28 Apr 2020, 17:09
Reviewer Update
Can you please respond to my question.
Flight Centre South Africa's replyOfficial
28 Apr 2020, 17:19Dear Cobus
The credit less cancellation penalty app**** by the supplier can be redeemed against future travel. The credit is transferable to another hotel should you wish. When you are ready to make your new booking, the credit will be redeemed against this booking. There are no refunds being processed to Flight Centre and when you are ready to book again, the virtual credit on file will be app**** to a new booking by the supplier. At the time a new booking is made, quotation will be provided on the rates available at that time. As disclosed by the supplier, your Travel Expert and our Customer Experience team, any difference in rates or seasons will be payable by you. We always look at a few date range options to ensure that you are comfortable with your selection.
Our Customer Experience team remain available to assist with any additional questions you may have.
~Kim
The credit less cancellation penalty app**** by the supplier can be redeemed against future travel. The credit is transferable to another hotel should you wish. When you are ready to make your new booking, the credit will be redeemed against this booking. There are no refunds being processed to Flight Centre and when you are ready to book again, the virtual credit on file will be app**** to a new booking by the supplier. At the time a new booking is made, quotation will be provided on the rates available at that time. As disclosed by the supplier, your Travel Expert and our Customer Experience team, any difference in rates or seasons will be payable by you. We always look at a few date range options to ensure that you are comfortable with your selection.
Our Customer Experience team remain available to assist with any additional questions you may have.
~Kim
Flight Centre South Africa's reply28 Apr 2020, 17:19
Official
Dear Cobus
The credit less cancellation penalty app**** by the supplier can be redeemed against future travel. The credit is transferable to another hotel should you wish. When you are ready to make your new booking, the credit will be redeemed against this booking. There are no refunds being processed to Flight Centre and when you are ready to book again, the virtual credit on file will be app**** to a new booking by the supplier. At the time a new booking is made, quotation will be provided on the rates available at that time. As disclosed by the supplier, your Travel Expert and our Customer Experience team, any difference in rates or seasons will be payable by you. We always look at a few date range options to ensure that you are comfortable with your selection.
Our Customer Experience team remain available to assist with any additional questions you may have.
~Kim
The credit less cancellation penalty app**** by the supplier can be redeemed against future travel. The credit is transferable to another hotel should you wish. When you are ready to make your new booking, the credit will be redeemed against this booking. There are no refunds being processed to Flight Centre and when you are ready to book again, the virtual credit on file will be app**** to a new booking by the supplier. At the time a new booking is made, quotation will be provided on the rates available at that time. As disclosed by the supplier, your Travel Expert and our Customer Experience team, any difference in rates or seasons will be payable by you. We always look at a few date range options to ensure that you are comfortable with your selection.
Our Customer Experience team remain available to assist with any additional questions you may have.
~Kim
CS
Cobus S's updateReviewer Update
28 Apr 2020, 17:34Totally unfair. So lets see how far you want to entertain this. The ombudsman will most definitely have a field day with all the controversy
CS
Cobus S's update28 Apr 2020, 17:34
Reviewer Update
Totally unfair. So lets see how far you want to entertain this. The ombudsman will most definitely have a field day with all the controversy