KK
Khutsiso K
1 reviews | Active since Dec 2019
22 Jan 2024, 12:21
Non-refundable cancellation
I find it absolutely rediculous that a flight ticket purchased with these guys can be non-refundable even though cancellation is requested well in advance. I purchased flight tickets through Flight Centre for my Feb 2023 trip. Then I requested cancellation as I am not able to travel anymore, then I'm told my cancellation in non-refundable, even though this request is made over 3 weeks before my travel.
Absolute ludicrous!
Helpful (0)
Replies (7)0
Replies (7)
Flight Centre South Africa's replyOfficial
22 Jan 2024, 12:35Dear Khutsiso
Thank you for taking the time to provide us with your feedback and we apologise for the frustration you have noted. We'd like to provide some clarity on the feedback given in terms of the cancellation rules. When making the booking originally a set of airline rules are presented before finalising the booking, these rules are put into place by the various airlines and need to be adhered to from our side as the travel agency as well. We're not able to amend or change these rules unfortunately and all refund requests need to be processed as per the rules accepted and presented at the time of making the booking.
While we are mindful of your feedback in regard to the time period that you requested the cancellation, airline tickets are not based on this concept and the rules of the ticket when purchasing it will remain and be enforced by the airline when they receive the refund request.
Our Customer Experience team will however look into this for you and provide you with feedback based on your specific ticket.
~A.C
Thank you for taking the time to provide us with your feedback and we apologise for the frustration you have noted. We'd like to provide some clarity on the feedback given in terms of the cancellation rules. When making the booking originally a set of airline rules are presented before finalising the booking, these rules are put into place by the various airlines and need to be adhered to from our side as the travel agency as well. We're not able to amend or change these rules unfortunately and all refund requests need to be processed as per the rules accepted and presented at the time of making the booking.
While we are mindful of your feedback in regard to the time period that you requested the cancellation, airline tickets are not based on this concept and the rules of the ticket when purchasing it will remain and be enforced by the airline when they receive the refund request.
Our Customer Experience team will however look into this for you and provide you with feedback based on your specific ticket.
~A.C
Flight Centre South Africa's reply22 Jan 2024, 12:35
Official
Dear Khutsiso
Thank you for taking the time to provide us with your feedback and we apologise for the frustration you have noted. We'd like to provide some clarity on the feedback given in terms of the cancellation rules. When making the booking originally a set of airline rules are presented before finalising the booking, these rules are put into place by the various airlines and need to be adhered to from our side as the travel agency as well. We're not able to amend or change these rules unfortunately and all refund requests need to be processed as per the rules accepted and presented at the time of making the booking.
While we are mindful of your feedback in regard to the time period that you requested the cancellation, airline tickets are not based on this concept and the rules of the ticket when purchasing it will remain and be enforced by the airline when they receive the refund request.
Our Customer Experience team will however look into this for you and provide you with feedback based on your specific ticket.
~A.C
Thank you for taking the time to provide us with your feedback and we apologise for the frustration you have noted. We'd like to provide some clarity on the feedback given in terms of the cancellation rules. When making the booking originally a set of airline rules are presented before finalising the booking, these rules are put into place by the various airlines and need to be adhered to from our side as the travel agency as well. We're not able to amend or change these rules unfortunately and all refund requests need to be processed as per the rules accepted and presented at the time of making the booking.
While we are mindful of your feedback in regard to the time period that you requested the cancellation, airline tickets are not based on this concept and the rules of the ticket when purchasing it will remain and be enforced by the airline when they receive the refund request.
Our Customer Experience team will however look into this for you and provide you with feedback based on your specific ticket.
~A.C
KK
Khutsiso K's updateReviewer Update
22 Jan 2024, 12:47Thanks a lot for the prompt response. Much appreciated!
I still think the non-refundable policy is absurd.
Please advise if this policy also applies to accommodation booking? Surely this can't be?
Looking forward to more clarity and explanation from your customer experience team.
Thanks!
I still think the non-refundable policy is absurd.
Please advise if this policy also applies to accommodation booking? Surely this can't be?
Looking forward to more clarity and explanation from your customer experience team.
Thanks!
KK
Khutsiso K's update22 Jan 2024, 12:47
Reviewer Update
Thanks a lot for the prompt response. Much appreciated!
I still think the non-refundable policy is absurd.
Please advise if this policy also applies to accommodation booking? Surely this can't be?
Looking forward to more clarity and explanation from your customer experience team.
Thanks!
I still think the non-refundable policy is absurd.
Please advise if this policy also applies to accommodation booking? Surely this can't be?
Looking forward to more clarity and explanation from your customer experience team.
Thanks!
Flight Centre South Africa's replyOfficial
22 Jan 2024, 12:56Hi Khutsiso,
We acknowledge the frustration that comes with a non-refundable policy with airline tickets and in recent years the airlines have changed some of their classes to include tickets with only a cancellation penalty attached to them.
For accommodation bookings, this is highly dependent on the suppliers and their rules passed to us. Generally, they have a cancellation schedule which correlates to the number of days before check-in and then a cancellation penalty/charge is attached to it. But we can't say this is the exact same for every establishment.
~A.C
We acknowledge the frustration that comes with a non-refundable policy with airline tickets and in recent years the airlines have changed some of their classes to include tickets with only a cancellation penalty attached to them.
For accommodation bookings, this is highly dependent on the suppliers and their rules passed to us. Generally, they have a cancellation schedule which correlates to the number of days before check-in and then a cancellation penalty/charge is attached to it. But we can't say this is the exact same for every establishment.
~A.C
Flight Centre South Africa's reply22 Jan 2024, 12:56
Official
Hi Khutsiso,
We acknowledge the frustration that comes with a non-refundable policy with airline tickets and in recent years the airlines have changed some of their classes to include tickets with only a cancellation penalty attached to them.
For accommodation bookings, this is highly dependent on the suppliers and their rules passed to us. Generally, they have a cancellation schedule which correlates to the number of days before check-in and then a cancellation penalty/charge is attached to it. But we can't say this is the exact same for every establishment.
~A.C
We acknowledge the frustration that comes with a non-refundable policy with airline tickets and in recent years the airlines have changed some of their classes to include tickets with only a cancellation penalty attached to them.
For accommodation bookings, this is highly dependent on the suppliers and their rules passed to us. Generally, they have a cancellation schedule which correlates to the number of days before check-in and then a cancellation penalty/charge is attached to it. But we can't say this is the exact same for every establishment.
~A.C
KK
Khutsiso K's updateReviewer Update
22 Jan 2024, 13:14Will await more information and clarity as agreed. Thanks
KK
Khutsiso K's update22 Jan 2024, 13:14
Reviewer Update
Will await more information and clarity as agreed. Thanks
Flight Centre South Africa's replyOfficial
22 Jan 2024, 13:16Sure, no problem.
I'll ensure the above questions are added to the case I have opened for you.
~A.C
I'll ensure the above questions are added to the case I have opened for you.
~A.C
Flight Centre South Africa's reply22 Jan 2024, 13:16
Official
Sure, no problem.
I'll ensure the above questions are added to the case I have opened for you.
~A.C
I'll ensure the above questions are added to the case I have opened for you.
~A.C
KK
Khutsiso K's updateReviewer Update
22 Jan 2024, 13:20Many thanks!
KK
Khutsiso K's update22 Jan 2024, 13:20
Reviewer Update
Many thanks!
Flight Centre South Africa's replyOfficial
22 Jan 2024, 13:21.
Flight Centre South Africa's reply22 Jan 2024, 13:21
Official
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