JS
Joseph S
1 reviews | Active since Aug 2012
24 Apr 2020, 16:28
Terrible service
I have sent 35 email in total to Thabang Senoko and Moeketsi Mde from Flight Centre Sunninghill over the last 6 weeks to understand what the cancellation costs or the costs involved in moving my holiday to a later date would be.
The only answers I am getting is that a standard response that I can also read myself on the airline's website, and that I cannot get a cash refund for my accommodation or transfers as it is Flight Centre's new policy.
1. I never signed anything that indicated that Flight Centre can keep my funds on their file and not refund me. Why can I not get my refunded as agreed when I paid for the holiday; and 2. Why can I not get formal response on the flights?
I am finding it extremely difficult to work with Flight centre and will not recommend them to anyone.
Helpful (0)
Replies (5)0
Replies (5)
Flight Centre South Africa's replyOfficial
24 Apr 2020, 16:57Dear Joseph S
Thank you for taking the time to share your experience with us. We truly regret that your experience has been one of frustration. We sincerely throughout this unprecedented time, have worked relentlessly to ensure we provide our customers with every option made available through the relevant suppliers.
We would like to ensure that every avenue has been explored in providing you with all the information you need to make an informed decision and will ensure that our customer experience team reaches out to you directly.
~Susan
Thank you for taking the time to share your experience with us. We truly regret that your experience has been one of frustration. We sincerely throughout this unprecedented time, have worked relentlessly to ensure we provide our customers with every option made available through the relevant suppliers.
We would like to ensure that every avenue has been explored in providing you with all the information you need to make an informed decision and will ensure that our customer experience team reaches out to you directly.
~Susan
Flight Centre South Africa's reply24 Apr 2020, 16:57
Official
Dear Joseph S
Thank you for taking the time to share your experience with us. We truly regret that your experience has been one of frustration. We sincerely throughout this unprecedented time, have worked relentlessly to ensure we provide our customers with every option made available through the relevant suppliers.
We would like to ensure that every avenue has been explored in providing you with all the information you need to make an informed decision and will ensure that our customer experience team reaches out to you directly.
~Susan
Thank you for taking the time to share your experience with us. We truly regret that your experience has been one of frustration. We sincerely throughout this unprecedented time, have worked relentlessly to ensure we provide our customers with every option made available through the relevant suppliers.
We would like to ensure that every avenue has been explored in providing you with all the information you need to make an informed decision and will ensure that our customer experience team reaches out to you directly.
~Susan
JS
Joseph S's updateReviewer Update
27 Apr 2020, 10:59Hi Susan,
As I expected, no one has reached out to me yet?
As I expected, no one has reached out to me yet?
JS
Joseph S's update27 Apr 2020, 10:59
Reviewer Update
Hi Susan,
As I expected, no one has reached out to me yet?
As I expected, no one has reached out to me yet?
Flight Centre South Africa's replyOfficial
27 Apr 2020, 12:04Dear Joseph
We are following this up with our Customer Experience Team for you. From what we can see, they have commenced with an investigation into the matter. Kindly afford us time until noon tomorrow to revert with our feedback.
We sincerely apologise for any inconvenience experienced.
~Kim
We are following this up with our Customer Experience Team for you. From what we can see, they have commenced with an investigation into the matter. Kindly afford us time until noon tomorrow to revert with our feedback.
We sincerely apologise for any inconvenience experienced.
~Kim
Flight Centre South Africa's reply27 Apr 2020, 12:04
Official
Dear Joseph
We are following this up with our Customer Experience Team for you. From what we can see, they have commenced with an investigation into the matter. Kindly afford us time until noon tomorrow to revert with our feedback.
We sincerely apologise for any inconvenience experienced.
~Kim
We are following this up with our Customer Experience Team for you. From what we can see, they have commenced with an investigation into the matter. Kindly afford us time until noon tomorrow to revert with our feedback.
We sincerely apologise for any inconvenience experienced.
~Kim
JS
Joseph S's updateReviewer Update
29 Apr 2020, 16:44I don’t understand how Flight Centre can hide behind suppliers apparent change in policies (not to refund), even though this was never what I signed up to.
Apparently I now have a contract with the suppliers themselves and not Flight Centre. I therefore do not see what the purpose of Flight Centre is apart from happily taking customers’ money with no intention honor the contract they have with them.
Definitely will not pay a middleman (Flight Centre) again who cannot assist in any way.
Apparently I now have a contract with the suppliers themselves and not Flight Centre. I therefore do not see what the purpose of Flight Centre is apart from happily taking customers’ money with no intention honor the contract they have with them.
Definitely will not pay a middleman (Flight Centre) again who cannot assist in any way.
JS
Joseph S's update29 Apr 2020, 16:44
Reviewer Update
I don’t understand how Flight Centre can hide behind suppliers apparent change in policies (not to refund), even though this was never what I signed up to.
Apparently I now have a contract with the suppliers themselves and not Flight Centre. I therefore do not see what the purpose of Flight Centre is apart from happily taking customers’ money with no intention honor the contract they have with them.
Definitely will not pay a middleman (Flight Centre) again who cannot assist in any way.
Apparently I now have a contract with the suppliers themselves and not Flight Centre. I therefore do not see what the purpose of Flight Centre is apart from happily taking customers’ money with no intention honor the contract they have with them.
Definitely will not pay a middleman (Flight Centre) again who cannot assist in any way.
Flight Centre South Africa's replyOfficial
29 Apr 2020, 17:17Dear Joseph
We regret that this is not the outcome you were hoping for and understand that you are frustrated. Unfortunately we cannot pass on a refund that we do not have and one that the supplier is not passing on to us.
We at all times take great care in being transparent with our customers when facilitating their travel booking. We make specific mention in our booking documentation what our role is as your agent as well as what the supplier's role is as your travel service provider.
The money that is paid to us to confirm your travel is paid to the supplier to confirm the travel product. In light of COVID-19, the supplier's re-accommodation policy unfortunately does not permit a refund but a credit to be redeemed against future travel.
We are advocating for the best options available to be provided to our customers. If there was anyway that we could secure a refund from the supplier, we would absolutely do this for you.
We are truly sorry and regret that you are disappointed in our company.
~Kim
We regret that this is not the outcome you were hoping for and understand that you are frustrated. Unfortunately we cannot pass on a refund that we do not have and one that the supplier is not passing on to us.
We at all times take great care in being transparent with our customers when facilitating their travel booking. We make specific mention in our booking documentation what our role is as your agent as well as what the supplier's role is as your travel service provider.
The money that is paid to us to confirm your travel is paid to the supplier to confirm the travel product. In light of COVID-19, the supplier's re-accommodation policy unfortunately does not permit a refund but a credit to be redeemed against future travel.
We are advocating for the best options available to be provided to our customers. If there was anyway that we could secure a refund from the supplier, we would absolutely do this for you.
We are truly sorry and regret that you are disappointed in our company.
~Kim
Flight Centre South Africa's reply29 Apr 2020, 17:17
Official
Dear Joseph
We regret that this is not the outcome you were hoping for and understand that you are frustrated. Unfortunately we cannot pass on a refund that we do not have and one that the supplier is not passing on to us.
We at all times take great care in being transparent with our customers when facilitating their travel booking. We make specific mention in our booking documentation what our role is as your agent as well as what the supplier's role is as your travel service provider.
The money that is paid to us to confirm your travel is paid to the supplier to confirm the travel product. In light of COVID-19, the supplier's re-accommodation policy unfortunately does not permit a refund but a credit to be redeemed against future travel.
We are advocating for the best options available to be provided to our customers. If there was anyway that we could secure a refund from the supplier, we would absolutely do this for you.
We are truly sorry and regret that you are disappointed in our company.
~Kim
We regret that this is not the outcome you were hoping for and understand that you are frustrated. Unfortunately we cannot pass on a refund that we do not have and one that the supplier is not passing on to us.
We at all times take great care in being transparent with our customers when facilitating their travel booking. We make specific mention in our booking documentation what our role is as your agent as well as what the supplier's role is as your travel service provider.
The money that is paid to us to confirm your travel is paid to the supplier to confirm the travel product. In light of COVID-19, the supplier's re-accommodation policy unfortunately does not permit a refund but a credit to be redeemed against future travel.
We are advocating for the best options available to be provided to our customers. If there was anyway that we could secure a refund from the supplier, we would absolutely do this for you.
We are truly sorry and regret that you are disappointed in our company.
~Kim