Item: Flight Centre South Africa
Rating: 1
Author: SANDRA E

Flight Centre South Africa's replyOfficial

12 Sept 2023, 10:33

Dear Sandra,

Thank you for taking the time to review your experience with us. We have noted that our Customer Experience team have been in contact with you and assisted with an investigation, however, the feedback was not satisfactory. We sincerely regret that the interactions with the Cradlestone team left you feeling this way and we sincerely apologise for this.

Unfortunately, seating can't be guaranteed unless paid for and the options available at check-in can be very limited due to other travellers rather opting to book, confirm and pay for their seats before online check-in opens.

We have taken note of each of the points raised in your feedback and we will ensure that our training and store processes are thoroughly looked into to avoid a situation of this nature in future. Once again we sincerely apologise.
~A.C

Flight Centre South Africa's reply12 Sept 2023, 10:33

Official

Dear Sandra,

Thank you for taking the time to review your experience with us. We have noted that our Customer Experience team have been in contact with you and assisted with an investigation, however, the feedback was not satisfactory. We sincerely regret that the interactions with the Cradlestone team left you feeling this way and we sincerely apologise for this.

Unfortunately, seating can't be guaranteed unless paid for and the options available at check-in can be very limited due to other travellers rather opting to book, confirm and pay for their seats before online check-in opens.

We have taken note of each of the points raised in your feedback and we will ensure that our training and store processes are thoroughly looked into to avoid a situation of this nature in future. Once again we sincerely apologise.
~A.C

SE

SANDRA E's updateReviewer Update

12 Sept 2023, 10:59

This does not satisfy me. When he told us that we will get better seats if we pay, I asked him specifically if he is sure that there will be good seats left, seeing that I can not sit anywhere with this hip. He assured me that he will sort this out we need not worry. The fact of the matter is, he should have been honest with us and he should have supp**** us with the link to do it ourselves then if he could not. I am a disillusioned, very unhappy customer and Flight Centre is just wiping this away. They promise you the moon and stars when you sit there, and act as if they can move heaven and earth to get you good seats for your disability...this is dishonesty in its purest form!!!! I do not care that you will start training your people after I had the ordeal... I was trusting this man to help me and he miserably stood me up. The training should have been done before he could do this to someone. I can NOT sit in the middle...I can dislocate my hip trying to get out of the seat to go anywhere I needed to go.... as simple as that.

SE

SANDRA E's update12 Sept 2023, 10:59

Reviewer Update

This does not satisfy me. When he told us that we will get better seats if we pay, I asked him specifically if he is sure that there will be good seats left, seeing that I can not sit anywhere with this hip. He assured me that he will sort this out we need not worry. The fact of the matter is, he should have been honest with us and he should have supp**** us with the link to do it ourselves then if he could not. I am a disillusioned, very unhappy customer and Flight Centre is just wiping this away. They promise you the moon and stars when you sit there, and act as if they can move heaven and earth to get you good seats for your disability...this is dishonesty in its purest form!!!! I do not care that you will start training your people after I had the ordeal... I was trusting this man to help me and he miserably stood me up. The training should have been done before he could do this to someone. I can NOT sit in the middle...I can dislocate my hip trying to get out of the seat to go anywhere I needed to go.... as simple as that.

Flight Centre South Africa's replyOfficial

12 Sept 2023, 11:05

Dear Sandra,

Thank you for the additional feedback. We'll update your current case with the Customer Experience team to note your dissatisfaction with the feedback provided and additional feedback about the verbal conversations had at the time of the consultation.

Your concerns have been addressed with the expert concerned and we'll be sure to provide this updated feedback to him for further review.
~A.C

Flight Centre South Africa's reply12 Sept 2023, 11:05

Official

Dear Sandra,

Thank you for the additional feedback. We'll update your current case with the Customer Experience team to note your dissatisfaction with the feedback provided and additional feedback about the verbal conversations had at the time of the consultation.

Your concerns have been addressed with the expert concerned and we'll be sure to provide this updated feedback to him for further review.
~A.C

Flight Centre South Africa's replyOfficial

13 Sept 2023, 10:47

Dear Sandra. E

Thank you for bringing your concerns to our attention.

The general seat rules that govern the airlines (third-party suppliers) in your booking state that without a confirmed payment for a specific seat, the customer will be allocated the seats left available at the time of check-in. Unfortunately, most passengers with special needs book out all the seats with the requirements that you had stated to our consultant in store. This leaves customers with unconfirmed seats with the less desirable seats in the aircraft e.g., seats at the back of the aircraft close to the bathroom and middle seats.

We sympathise with you regarding the unfortunate circumstances that you experienced when requesting specific seats at the time of check-in, however, the situation was beyond our control and in the hands of the airline. We as Flight Centre cannot promise special seating without it having been booked in advance with the airline. According to our records, paid seat reservations were offered to you during the booking process and unfortunately, you could not accept the offer because of the airline pricing. Our consultant and the team at Cradlestone tried their best to pre-seat you, however, they were unable to assist you as the airline had limited seating capacity that could suit your needs. Their attempts to assist are evident through the WhatsApp messages sent to and from the store during your dates of travel. The situation was beyond our control, and we apologise for the frustration caused.

I trust this clarifies the matter and would like to thank you, once again, for your feedback. It is only through feedback such as your own that we can evaluate our level of service to ensure that we are offering the best possible experience to our customers. ~C.M

Flight Centre South Africa's reply13 Sept 2023, 10:47

Official

Dear Sandra. E

Thank you for bringing your concerns to our attention.

The general seat rules that govern the airlines (third-party suppliers) in your booking state that without a confirmed payment for a specific seat, the customer will be allocated the seats left available at the time of check-in. Unfortunately, most passengers with special needs book out all the seats with the requirements that you had stated to our consultant in store. This leaves customers with unconfirmed seats with the less desirable seats in the aircraft e.g., seats at the back of the aircraft close to the bathroom and middle seats.

We sympathise with you regarding the unfortunate circumstances that you experienced when requesting specific seats at the time of check-in, however, the situation was beyond our control and in the hands of the airline. We as Flight Centre cannot promise special seating without it having been booked in advance with the airline. According to our records, paid seat reservations were offered to you during the booking process and unfortunately, you could not accept the offer because of the airline pricing. Our consultant and the team at Cradlestone tried their best to pre-seat you, however, they were unable to assist you as the airline had limited seating capacity that could suit your needs. Their attempts to assist are evident through the WhatsApp messages sent to and from the store during your dates of travel. The situation was beyond our control, and we apologise for the frustration caused.

I trust this clarifies the matter and would like to thank you, once again, for your feedback. It is only through feedback such as your own that we can evaluate our level of service to ensure that we are offering the best possible experience to our customers. ~C.M

THE WORST EXPERIENCE OF MY LIFE WITH A TRIP - FLIGHT CENTRE