1 reviews | Active since Feb 2023
STAY AWAY FROM FLIGHT CENTRE
Please stay away from Flight Centre South Africa, especially Century City. We were assisted on the 25 June 2023 by Nuhaa Shah. As first-time travelers, we enquired about visas/any restrictions, and she informed us that we could get a visa on arrival. Fast forward to the day of departure on 10 October 2023. While collecting our boarding pass, the lady asked me if I am aware that your passport expires in Jan 2024. I rep**** in the affirmative, and we left. This, however, made me very worried, and I phoned Ms. Shah, who informed us that there are no travel restrictions and we must proceed. After our telephonic conversation, I started doing a little bit of research and noticed that there are travel restrictions. I started having a conversation with her via WhatsApp, whereas she yet again informed me that she just spoke to her manager, and he also confirmed there are no restrictions. Based on this information received, we proceeded with our flight just to be denied access at our holiday destination. I immediately upon my return phoned flight centre customer care, and I forwarded them the communication between myself and Ms. Shah, just to be informed that they are only reimbursing us for our accommodation. Thereafter l, I phoned Lloyd Machiri who was dealing with the complaint just to be informed that he will look at the conversation agian and discuss the matter further with his team leader. This after I informed him how unprofessional he handle the said complaint. I furthermore tried to contact the area manager overseeing the Century City branch without any success. CLEARLY SOME OF THE POEPLE EMPLOYED BY FLIGHT CENTRE IS *********** EVEN THOUGH THEY REFER THEMSELVES AS TRAVEL EXPERTS. I will definitely lodge a complain with ASATA and the Customer Goods Services Ombudsman(CGSO).
According to our records, a travel expert is already assisting with this matter and feedback will be available to you timeously.
~C.M
According to our records, a travel expert is already assisting with this matter and feedback will be available to you timeously.
~C.M
Thank you for your update and request. We'll be sure to add this to your current case and note the dissatisfaction with the feedback provided.
~A.C
Thank you for your update and request. We'll be sure to add this to your current case and note the dissatisfaction with the feedback provided.
~A.C
Following your request for your matter to be escalated, you were provided with further feedback. We have summarised the feedback as follows.
- At the time of booking, information regarding the standard minimum validity of passports for South African citizens wishing to travel overseas was conveyed to you in the accepted Flight Centre terms and conditions.
- It was noted that you did not take the necessary steps to ensure that you had a passport with sufficient validity for your travel.
- Flight Centre's terms and conditions highlight that obtaining the correct travel documentation is the traveller’s responsibility.
- Although you reached out for advice about your passport your Travel Expert, it was only after immigration had informed you that you had insufficient validity on your passport, about 2 and a half hours before your flight's departure time while waiting to board. We also noted that the airline had also permitted you to board the flight albeit having insufficient passport validity. Details for the airline's customer care team have been provided should you wish to escalate the matter.
- Entry into any country by a foreign national is dependent on the immigration officials of that country.
A settlement has been reached with Flight Centre with a gesture of goodwill being extended in light of your experience which you have found acceptable.
~L.M
Following your request for your matter to be escalated, you were provided with further feedback. We have summarised the feedback as follows.
- At the time of booking, information regarding the standard minimum validity of passports for South African citizens wishing to travel overseas was conveyed to you in the accepted Flight Centre terms and conditions.
- It was noted that you did not take the necessary steps to ensure that you had a passport with sufficient validity for your travel.
- Flight Centre's terms and conditions highlight that obtaining the correct travel documentation is the traveller’s responsibility.
- Although you reached out for advice about your passport your Travel Expert, it was only after immigration had informed you that you had insufficient validity on your passport, about 2 and a half hours before your flight's departure time while waiting to board. We also noted that the airline had also permitted you to board the flight albeit having insufficient passport validity. Details for the airline's customer care team have been provided should you wish to escalate the matter.
- Entry into any country by a foreign national is dependent on the immigration officials of that country.
A settlement has been reached with Flight Centre with a gesture of goodwill being extended in light of your experience which you have found acceptable.
~L.M