1 reviews | Active since Oct 2017
********* behaviour/ dreadful service
We recently booked a multi-city holiday to the US through Flight Centre. Due to the sudden illness of our 3 year old son, we were forced to cancel one of several local excursions we took that were pre-paid through Flight Centre (costing around R10,000).
We informed the local supplier in the States that we’d have to cancel the day before and they promised to look into a refund but mentioned that their contract was with Flight Centre.
We followed up with Flight Centre immediately on our return from the US and have since been in a long and frustrating discussion with them via email where, despite never sharing any cancellation terms, they have given us a myriad of excuses as to why they’re not responsible for a refund. They have also given us no assistance whatsoever in securing a refund from the third party supplier they sourced and paid on our behalf.
We have spent hundreds of thousands of Rand with Flight Centre over the last few years but have been left enormously disappointed and frustrated by this experience of their service.
We asked for the CEO’s details so we could escalate this issue to him several times but the Flight Centre representative we’ve been dealing with has repeatedly ignored our written requests.
I’m sure the CPA has something to say on this but feel completely let down by Flight Centre. Their customers need to know how they operate.
Be warned.
Dear vwhyte
Thank you for your comments posted on the Hello Peter website.
We confirm that we have been in touch with you directly and that comprehensive feedback has been provided to you on more than one occasion. The supplier has advised that the booking is unfortunately non-refundable, however we have offered to submit a medical letter with a request for the supplier to waive their cancellation penalty. To date, you have not provided us with this medical letter to submit to the supplier.
The terms and conditions accepted by you at the time of booking mention that supplier cancellations may be as much as 100%. The supplier are charging in full for the tour booking as this reservation was cancelled less than 24 hours prior to the tour commencement. Both FCTG and the supplier have advised that we will request a waiver for the cancellation penalty, however supporting documentation will be required such as the medical letter.
We have furthermore provided you with the contact details for our general manager who looks after our operations.
Kind regards
FCTG Team
Dear vwhyte
Thank you for your comments posted on the Hello Peter website.
We confirm that we have been in touch with you directly and that comprehensive feedback has been provided to you on more than one occasion. The supplier has advised that the booking is unfortunately non-refundable, however we have offered to submit a medical letter with a request for the supplier to waive their cancellation penalty. To date, you have not provided us with this medical letter to submit to the supplier.
The terms and conditions accepted by you at the time of booking mention that supplier cancellations may be as much as 100%. The supplier are charging in full for the tour booking as this reservation was cancelled less than 24 hours prior to the tour commencement. Both FCTG and the supplier have advised that we will request a waiver for the cancellation penalty, however supporting documentation will be required such as the medical letter.
We have furthermore provided you with the contact details for our general manager who looks after our operations.
Kind regards
FCTG Team