The most uncompassionate organisation is Flight Centre

January this year was our 10 year wedding anniversary and since we never been away when we got married, we said we’ll save for our 10 years to Paris which has also been my dream and for my husband to the UK to watch a Man united soccer match. We was so excited for the travel expo to see if we could get affordable flights and take our kids with to Euro Disney ,we got there 45 minutes before the doors could open and guess what that happen at the travel EXPO it the first time we booked tickets to overseas we called family from the expo to show our tickets over joyed , when we received on flights ticket it was the most rewarding amazing feeling ever and telling our boys that moment was priceless ever since then we have been counting the days to our holiday & planning our trip, my sister in law helped us book tickets to Euro Disney and accommodation already.

Unfortunately the end of April changed my world in so many ways I got sick and was admitted in hospital for over 3 weeks I only have one lung but April this year the other lung started to give me problems to a point now while writing to you I’m using Oxygen and that’s going to be me for a while that I have to carry my oxygen machine where ever I go, so I contacted Simon who booked our flight tickets at the EXPO and explained to her went into the store and she honestly didn’t have any sympathy as you could see from her body language she just said she will look into it and contact British Airline and advised at that moment the tickets are non-refundable, from the start off the conversation I said I don’t want the money but changing the destination sometime next year September will be perfect. A few days later she informed me that BA cant refund and the tickets are valid for a year so I have until Feb next year to travel ,which is not possible for me to fly within the next year and I’ve sent them medical reports from my doctor informing flight Centre, I contact the customer care team and spoke to Lynette and she mailed me back saying that BA are willing to return a part of my ticket and your family can continue with the trip. I was beyond shocked with that response from both BA and Flight centre are we living with Robots or humans that have become so insensitive and lack compassion for another person after me telling them it’s a family holiday, I asked if it’s possible to be transfer the tickets to another family member off mine as its not loss to Flight centre of BA but that was always a NO, so I asked if its possible next year to change the ticket to Dubai I can pay R8000 as that’s the Visa cost to UK I’m willing to give and you give me dates I will work around it as I really want to take my kids somewhere please, They came back saying they can re-route the ticket, I must travel to London after me telling them I can’t as its too cold in London for health reason and I must pay Visa cost and from there go to Dubai and pay the pay R2900 for a change off ticket and date and whatever else that is the ONLY opinion they have to give or I cancel the ticket and they give me R6000, Friday that passed I sent a mail to the CEO of Flight centre Andrew Stark with all the correspondence, medical report informing him that if he can’t assist the R6000 they want to give me back Flight Centre can keep it as admin cost and refund the rest and the response was from Emily Van Der Merwe that please allow them and opportunity to look into this matter and get back to me, while today she did and guess what that was the exact same feedback her other 2 team members gave me just her email was written with better grammar, I called her and informed her that this was the same feedback from your team, she said well unfortunately that’s what BA came back with and they tried I said I work for a large corporate company and deal with providers when our customer’s needs are not met and it’s not in our control to make a decision we escalated to our Executive team as we know the value of customer service,

I know it’s a business and money has to be made but at the same time it’s been extremely different for us as a family to deal with my health, having to explain to our kids why we can’t go and seeing the disappointment breaks my heart that my illness had to cause this and having to deal with flight centre now is Impeding on my health having this stress to deal with. I know Flight Centre and BA has policies and procedures like all companies do but given the situation any company including mine will jump aboard to making sure we find the heart in our organisation to give the customer a satisfying outcome, All Flight Centre keeps saying its BA that won’t allow the ticket to be transferred, refunded or change destination. All that can happen is I cancel and get R6000 back I’m not sure if that’s true or not but you choose to be the middle man and BA is getting enough support for FC so I’m more that certain FC can make them understand as this doesn't happening every day.

This is hard earned money that FLIGHT CENTRE and BRITISH AIRLINE wishes to keep and lack compassion and understanding