SHOCKING SERVICES RESULTS IN 80K LOSS

I am writing to file a formal complaint against Flight Centre Rosebank. I am extremely disappointed with the level of service I have received from this establishment, and I feel that it is necessary to bring this matter to your attention.

In November 2021, my family and I contacted Flight Centre Rosebank to book a trip to Seattle, USA. We provided all the necessary details, and our trip was successfully booked. Unfortunately, due to the Covid-19 pandemic, flight bans were put in place, and our trip did not materialize. We were then informed that we were not eligible for a refund and were advised to convert our tickets to E-Tickets for future use, with a small fee to be charged for route changes and airport taxes.

In December 2021, I received news of my uncle's passing from my family in Seattle. I used my ticket to book a trip to Seattle in January 2022 to visit my aunt. A small fee was charged for airport taxes and route change, and the remaining three tickets were still E-Tickets.

In December 2022, I attempted to use the remaining tickets to book a trip but received no response from Flight Centre Rosebank. After numerous attempts to contact them, I was finally informed in January 2023 that we had until the end of February 2023 to book our trip, or we would forfeit the tickets. Despite submitting a number of options for destinations, the service provided was extremely poor, and little attention was given to assisting us in choosing a destination. When we finally selected a destination from the limited choices, the pricing to change routes and dates was equivalent to the original ticket prices. My husband then visited Rosebank to resolve the issue, and the outcome was that we lost our tickets.

Furthermore, during this process, promises were made for a letter to be given to us from Flight Centre to claim from travel insurance, but we are still waiting for this. Additionally, the advice given was not beneficial to me as a consumer, as we were not given the correct information about our ticket refunds.

I have attached all email correspondence regarding this matter, and I urge you to investigate the authenticity of the conclusion. This has been an incredibly frustrating and disappointing experience for me, and I hope that your intervention will help resolve this matter promptly.

In conclusion, I am extremely disappointed with the lack of care and attention given to our situation by Flight Centre Rosebank. It seems as though the establishment only cares about acquiring new paying customers and not about the satisfaction and well-being of their existing clients. This lack of care and attention has resulted in a loss of approximately 80k for us, which is an enormous amount of money to lose due to the negligence and poor service provided by Flight Centre.

I hope that by bringing this matter to your attention, other potential clients can avoid the same disappointing experience that we had to endure.