AH
Anne H
1 reviews | Active since Jun 2024
12 Jun 2024, 17:55
Poor service
Buying a flight centre ticket on line means if you have to do a change it has to be done thru the flight centre call centre - which is an absolute nightmare - they are not very competent at all ! Today I called to change our flights dates due to medical reasons- we got a secure change which would cost us R 14000.00 - which I accepted - however as I was paying the link the agent said I was to stop and he’d call me in an hour as he had misquoted the ticket change fare part of the quote - he did call me in an hour and he had overpriced it - and so now we could proceed and when he looked up the new cost of the fare difference it had gone up and I had to pay R 25000.00- no amount of me arguing and explaining that his mistake had cost me R 11000.00 would make any difference - he just kept quoting the rules - incredibley frustrating!!! And expensive - and they just refuse to take any responsibility. I won’t use them again ever !
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Replies (2)0
Replies (2)
Flight Centre South Africa's replyOfficial
12 Jun 2024, 18:50Hi Anne,
Thank you for taking the time to leave a review.
We do apologize for the experience you had. We will escalate this to our Customer Experience team who will reach out to you to further assist.
~L.R
Thank you for taking the time to leave a review.
We do apologize for the experience you had. We will escalate this to our Customer Experience team who will reach out to you to further assist.
~L.R
Flight Centre South Africa's reply12 Jun 2024, 18:50
Official
Hi Anne,
Thank you for taking the time to leave a review.
We do apologize for the experience you had. We will escalate this to our Customer Experience team who will reach out to you to further assist.
~L.R
Thank you for taking the time to leave a review.
We do apologize for the experience you had. We will escalate this to our Customer Experience team who will reach out to you to further assist.
~L.R
Flight Centre South Africa's replyOfficial
19 Jun 2024, 10:47Dear Anne. H Thank you 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 through our Online booking platform. Kindly accept our sincere apologies for the inconvenience caused to you due to the misquoting of your ticket changes. After having a careful look at the amount charged, we have determined that the initial quoted amount of R13,824 was not inclusive of the ticket change fee. This is a fare rule that formed part of your original booking and was presented to you through your booking confirmation records. Our agent then had to contact the ticketing Centre to rectify this error and the ticket change fee was determined to be R11,352. Because system errors such as these sometimes occur, we have requested our agents to add a disclaimer in all their email communication containing quotes which you also received that states the below: Please be advised that the price is not guaranteed until you have paid and ticketed as the fare is subject to change without prior notice. Any increase in fare at the time of payment will need to be paid. We highly suggest completing the payment as soon as you receive this email. We want you to know our online booking systems are always being optimised for world-class customer interaction. However, this experience has brought to our attention that the booking system as well as the support team require extra attention. We will ensure that the agents receive more training, and the system issue is being addressed by our eCommerce management team. If you still have more questions about the incident, please reach out. We’d be happy to talk about them with you. ~C.M
Flight Centre South Africa's reply19 Jun 2024, 10:47
Official
Dear Anne. H Thank you 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 through our Online booking platform. Kindly accept our sincere apologies for the inconvenience caused to you due to the misquoting of your ticket changes. After having a careful look at the amount charged, we have determined that the initial quoted amount of R13,824 was not inclusive of the ticket change fee. This is a fare rule that formed part of your original booking and was presented to you through your booking confirmation records. Our agent then had to contact the ticketing Centre to rectify this error and the ticket change fee was determined to be R11,352. Because system errors such as these sometimes occur, we have requested our agents to add a disclaimer in all their email communication containing quotes which you also received that states the below: Please be advised that the price is not guaranteed until you have paid and ticketed as the fare is subject to change without prior notice. Any increase in fare at the time of payment will need to be paid. We highly suggest completing the payment as soon as you receive this email. We want you to know our online booking systems are always being optimised for world-class customer interaction. However, this experience has brought to our attention that the booking system as well as the support team require extra attention. We will ensure that the agents receive more training, and the system issue is being addressed by our eCommerce management team. If you still have more questions about the incident, please reach out. We’d be happy to talk about them with you. ~C.M