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Cebile H

1 reviews | Active since Jan 2023

11 Jan 2023, 23:00

Refund issue

I had a flight cancellation from the airline that was booked through flight centre, and had to request a refund on the 23rd of Dec 22 but till today i have not received this. They sent an email confirming the refund was processed on the same day (refund ***) however it still hasn't reflected on my end. I have sent through bank statements as requested to help facilitate this issue but its still unresolved. I’m really disappointed with the service. It was my first time using flight centre and i don't think i’ll ever use it again.

Please could you please treat the matter with urgency as it has caused major financial stress to me.

0
Replies (6)
Flight Centre South Africa
Flight Centre South Africa's reply12 Jan 2023, 07:36
Official
Dear Cebile, 

We are terribly sorry to hear that you have experienced issues with your refund. We would like to get to the bottom of this for you and our Customer Experience team will assist. Please expect direct communication from the team today to further look into this matter. 
~A.C 
Flight Centre South Africa
Flight Centre South Africa's reply12 Jan 2023, 12:18
Official
Dear Cebile.

Thank you for reaching out and allowing us to investigate the matter.

We would like to apologise for the delay in processing your refund. We have noted a problem with our finance department: the bank is queueing up refunds instead of processing them immediately. Unfortunately, your refund is one of the transactions that were affected.  Our banking audit team has escalated this issue to FNB and is currently working on it. We will notify you as soon as the issue is rectified, and funds are on their way to your account. ~C.M
Flight Centre South Africa
Flight Centre South Africa's reply16 Jan 2023, 10:58
Official
Dear Cebile H.

Please note FNB has confirmed with us that the issue has been resolved and the funds will take up to 72hrs to reflect in your account.
We do apologize once again for the inconvenience caused.
Please do get in touch should the money not reflect within 72hrs. ~C.M
CH
Cebile H's update21 Jan 2023, 11:29
Reviewer Update
Thanks for the reply but unfortunately the issue remains unresolved. Still haven’t received my refund as yet. Completed another form yesterday, will see how long that takes to process
Flight Centre South Africa
Flight Centre South Africa's reply21 Jan 2023, 11:57
Official
Dear Cebile H.

Thank you for updating us regarding this matter.  

We are so sorry to hear this and will escalate this immediately on your behalf to our Support Teams for further investigation.  Please do allow us until next week to revert, as not all the Support Teams on our side, as well as the FNB's side work over weekends.  We will however mark this as urgent on your behalf.

~R.N.
Flight Centre South Africa
Flight Centre South Africa's reply26 Jan 2023, 11:12
Official
Dear Cebile H.

Our records indicate that your funds have finally been received by you and you have granted us permission to finally close this matter.

We sincerely apologise for the inconvenience caused and wish that this singular incident has not *****ed your image of Flight Centre and that you will allow us to serve you again in future.

~C.M