Poor Service

On the 21st February 2022, I booked a flight to Kenya (Kenya Airways) online,through Flight Centre. Booking Reference: KTWPQU, E-ticket number: KQ *** for Mamokgadi Koneshe, it cost R9846.75. Because of unforeseen circumstances, medical reasons, I could not continue with the trip.

On the 23rd March 2022, I called Flight Centre on +***5,(number which appears on my e-ticket) from my cellphone, of which I know the conversation was recorded and I explained that I would like to cancel my trip and request a refund. The agent then said to me I should cancel with the airline (Kenya Airways). I then called the airline on the numbers that appear on their website, to no avail. Subsequently I visited the Kenya Airways website and followed the process of requesting the refund.

I visited Flight Centre at Clearwater Mall (Johannesburg) and the agent was surprised as to why was I not assisted with the cancellation of the trip, I was then given this email address (onlinesupport @flightcentre.co.za, which I was informed, that they can be able to track the refund request process. The question is why Flight Centre did not cancel the trip as I booked my flight with them. All I need is my refund. This is a poor service and unfair on customers.

Mamokgadi Koneshe