TH
Trushna H
1 reviews | Active since Oct 2020
26 Apr 2022, 20:34
Terrible assistance, no accountabily when flight changes are needed
Terrible experience with them. My husband Ajay has made 10 calls from Canada to ask them to change our flight due to an emergency. They reply with one liner emails with half the information, and you cannot speak to the consultant helping you. It is now almost 72 hours since we are trying to get reboomed. The emergency call centre also refuses to help as our flight is not 24 hours away. My husband is expected to call them at 3am in the morning Canada time so that he can get through. When you call it just rings and rings. Further although the airlines says changes for flights are free, because we booked through flight centre there's penalties. I would have been better off booking directly with the airline
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Replies (2)
Flight Centre South Africa's replyOfficial
27 Apr 2022, 08:48Hi Trushna,
Thank you very much for reaching out to us.
Our records indicate a Customer Experience Expert is in contact with your husband in this regard in a bid to provide prompt resolution. We will inform them of your concerns and confirm that they will revert to you directly.
Additionally, please note any penalties or change fees quoted by our Travel Expert are as per the airlines rules. Therefore these amounts are to be paid over to the airline in order for any changes to be affected. ~T.M
Thank you very much for reaching out to us.
Our records indicate a Customer Experience Expert is in contact with your husband in this regard in a bid to provide prompt resolution. We will inform them of your concerns and confirm that they will revert to you directly.
Additionally, please note any penalties or change fees quoted by our Travel Expert are as per the airlines rules. Therefore these amounts are to be paid over to the airline in order for any changes to be affected. ~T.M
Flight Centre South Africa's reply27 Apr 2022, 08:48
Official
Hi Trushna,
Thank you very much for reaching out to us.
Our records indicate a Customer Experience Expert is in contact with your husband in this regard in a bid to provide prompt resolution. We will inform them of your concerns and confirm that they will revert to you directly.
Additionally, please note any penalties or change fees quoted by our Travel Expert are as per the airlines rules. Therefore these amounts are to be paid over to the airline in order for any changes to be affected. ~T.M
Thank you very much for reaching out to us.
Our records indicate a Customer Experience Expert is in contact with your husband in this regard in a bid to provide prompt resolution. We will inform them of your concerns and confirm that they will revert to you directly.
Additionally, please note any penalties or change fees quoted by our Travel Expert are as per the airlines rules. Therefore these amounts are to be paid over to the airline in order for any changes to be affected. ~T.M
Flight Centre South Africa's replyOfficial
03 May 2022, 16:11Dear Trushna H. Thank you for your correspondence directed to Flight Centre Customer Experience and for allowing us the opportunity to investigate the matter. We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties. We would like to respond as follows: We are completely reliant on the airline to provide us with re-accommodation options and in this instance, we had to wait for the airline to open the ticket for us to initiate the requested changes. Your change is unfortunately regarded as voluntary by the airline since your trip extension was due to your current recommended quarantine for any traveller who tests positive for Covid-19 in Canada and we sincerely empathise with your current situation. On behalf of Flight Centre Travel Group, we genuinely apologise for the inconvenience and anxiety that this situation has caused. Your new ticket itinerary has been sent to you via email. We trust you will find the above in order and remain at your disposal. ~ C.M
Flight Centre South Africa's reply03 May 2022, 16:11
Official
Dear Trushna H. Thank you for your correspondence directed to Flight Centre Customer Experience and for allowing us the opportunity to investigate the matter. We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties. We would like to respond as follows: We are completely reliant on the airline to provide us with re-accommodation options and in this instance, we had to wait for the airline to open the ticket for us to initiate the requested changes. Your change is unfortunately regarded as voluntary by the airline since your trip extension was due to your current recommended quarantine for any traveller who tests positive for Covid-19 in Canada and we sincerely empathise with your current situation. On behalf of Flight Centre Travel Group, we genuinely apologise for the inconvenience and anxiety that this situation has caused. Your new ticket itinerary has been sent to you via email. We trust you will find the above in order and remain at your disposal. ~ C.M