ZN
Zodwa N
1 reviews | Active since Dec 2017
16 Jul 2024, 09:25
REFUNDS IMPOSSIBLE
I had such a bad experience processing my refund from Flight Centre Pavillion. Just because I used a virtual card, which they did accept for payment, I now have to jump hurdles to get a refund against the same payment. First, they wanted a bank letter confirming that my virtual card was used for the transaction. They said they needed this because the 4 digits appearing on the credit card transaction slip differ from those on the card. Once they received that letter, nothing happened. When I sent another email to ask why the refund has not been done, they still requested more paper work! Is this the only business that doesn't understand how virtual credit cards work? The point is that the money is due to me. When I request them to pay it back in whatever form it should not take a miracle!
Helpful (0)
Replies (5)0
Replies (5)
Flight Centre South Africa's replyOfficial
16 Jul 2024, 09:35Dear Zodwa,
Thank you for taking the time to raise your concerns and frustrations with us. We apologise for the frustration you have experienced thus far, and our Customer Experience team would like to get to the bottom of this and provide you with feedback.
Please expect direct communication from them.
~A.D
Thank you for taking the time to raise your concerns and frustrations with us. We apologise for the frustration you have experienced thus far, and our Customer Experience team would like to get to the bottom of this and provide you with feedback.
Please expect direct communication from them.
~A.D
Best regards,
Flight Centre South Africa's reply16 Jul 2024, 09:35
Official
Dear Zodwa,
Thank you for taking the time to raise your concerns and frustrations with us. We apologise for the frustration you have experienced thus far, and our Customer Experience team would like to get to the bottom of this and provide you with feedback.
Please expect direct communication from them.
~A.D
Thank you for taking the time to raise your concerns and frustrations with us. We apologise for the frustration you have experienced thus far, and our Customer Experience team would like to get to the bottom of this and provide you with feedback.
Please expect direct communication from them.
~A.D
Best regards,
ZN
Zodwa N's updateReviewer Update
16 Jul 2024, 13:24I just want my money back. If Flight Centre doesn't understand how virtual cards work, it is not my responsibility to teach the company. If my virtual card was good enough to purchase why can't I just transact with the same virtual card for a refund? Even better, why can't I get refunded via EFT? I'm tired of this runaround.
ZN
Zodwa N's update16 Jul 2024, 13:24
Reviewer Update
I just want my money back. If Flight Centre doesn't understand how virtual cards work, it is not my responsibility to teach the company. If my virtual card was good enough to purchase why can't I just transact with the same virtual card for a refund? Even better, why can't I get refunded via EFT? I'm tired of this runaround.
Flight Centre South Africa's replyOfficial
16 Jul 2024, 14:22Dear Zodwa,
Your frustration with the refund process has been noted and we apologise for this.
All refunds will be made in the same manner in which the payment was made (i.e. payment via credit card, refund onto the same credit card etc) as advised on your paperwork during the booking process. As we need to ensure all the details match and the refund is done to the correct form of payment and card, the difference between the original payment slip and the details provided, additional documents were requested. We understand this has frustrated you and we acknowledge that a better explanation could have been provided in the beginning.
Your frustration with the refund process has been noted and we apologise for this.
All refunds will be made in the same manner in which the payment was made (i.e. payment via credit card, refund onto the same credit card etc) as advised on your paperwork during the booking process. As we need to ensure all the details match and the refund is done to the correct form of payment and card, the difference between the original payment slip and the details provided, additional documents were requested. We understand this has frustrated you and we acknowledge that a better explanation could have been provided in the beginning.
Best regards,
Flight Centre South Africa's reply16 Jul 2024, 14:22
Official
Dear Zodwa,
Your frustration with the refund process has been noted and we apologise for this.
All refunds will be made in the same manner in which the payment was made (i.e. payment via credit card, refund onto the same credit card etc) as advised on your paperwork during the booking process. As we need to ensure all the details match and the refund is done to the correct form of payment and card, the difference between the original payment slip and the details provided, additional documents were requested. We understand this has frustrated you and we acknowledge that a better explanation could have been provided in the beginning.
Your frustration with the refund process has been noted and we apologise for this.
All refunds will be made in the same manner in which the payment was made (i.e. payment via credit card, refund onto the same credit card etc) as advised on your paperwork during the booking process. As we need to ensure all the details match and the refund is done to the correct form of payment and card, the difference between the original payment slip and the details provided, additional documents were requested. We understand this has frustrated you and we acknowledge that a better explanation could have been provided in the beginning.
Best regards,
ZN
Zodwa N's updateReviewer Update
16 Jul 2024, 17:13Wow! Empty promises. The generic response they sent to my complaint just shows that Flight centre has no concern for their customers. After the public response this morning that their Customer Care team would respond nothing happened.
ZN
Zodwa N's update16 Jul 2024, 17:13
Reviewer Update
Wow! Empty promises. The generic response they sent to my complaint just shows that Flight centre has no concern for their customers. After the public response this morning that their Customer Care team would respond nothing happened.
Flight Centre South Africa's replyOfficial
16 Jul 2024, 17:34 Dear Zodwa,
We empathise with your frustration.
Our records show you received an email from a Customer Experience team member at 12:50 PM this afternoon. Please respond to that email when you have a moment to spare. ~L.V
We empathise with your frustration.
Our records show you received an email from a Customer Experience team member at 12:50 PM this afternoon. Please respond to that email when you have a moment to spare. ~L.V
Best regards,
Flight Centre South Africa's reply16 Jul 2024, 17:34
Official
Dear Zodwa,
We empathise with your frustration.
Our records show you received an email from a Customer Experience team member at 12:50 PM this afternoon. Please respond to that email when you have a moment to spare. ~L.V
We empathise with your frustration.
Our records show you received an email from a Customer Experience team member at 12:50 PM this afternoon. Please respond to that email when you have a moment to spare. ~L.V
Best regards,