1 reviews | Active since May 2016
Unfair Business practice by Flight Centre Online Booking Support Team.
At the beginning pf September 2022, I was advised by Mr Sibusiso Mngomezulu from Flight Centre Online Customer Support, that I could cancel my itinerary for August 2022 flight but still keep my tickets open to travel till the 24th May 2023. I have the email to prove this. My understanding was that I had till the 23rd May 2023 to either book another flight or cancel and request for a full refund. On the 20th October o sent Flight Centre Online Customer Support an email requesting to cancel my tickets and send me a full refund. This was according to understanding within the time frame that was given to me by Mr Sibusiso Mngomezulu. I then received a call and the an email from Ms Josinah Molefe from Online Customer Support advsing e that I have to pay a cancellation Penalty of USD 138.00 per ticket and that refund process will take a minimum of 12 weeks. I paid Flight centre for two tickets and they were my agents for the bookings. After the correspondence (email) from Mr Sibusiso Mngomezulu, i did not receive any correspondence advising me that the refund policy had changed and if I need to cancel my open tickets, its has to be completed before the 30th September. This is unfair Business practice from Flight Centre and will have to raise this further with my attorney and also warn others to about the dangers when using Flight Centre as agents for their booking. I have all the emails and correspondence between Flight Centre and myself with respect to booking and cancellation request.
Thank you for reaching out to us. We are sorry to hear about the service you have received. A Customer Experience Expert will be in contact with you to offer further assistance. ~L.T.M
Thank you for reaching out to us. We are sorry to hear about the service you have received. A Customer Experience Expert will be in contact with you to offer further assistance. ~L.T.M
Thank you for allowing us to investigate and assist with this query.
Our sincerest apologies for not picking up the missed email earlier and for any frustration or inconvenience this may have caused. We value your business, and it is only with your feedback that we can continue to improve our services.
We would therefore like to honour the full refund you would have been eligible for as a result of us not responding to your query.
We will back-date the 12-week refund processing time to 16 September when the request was made, so the refund payout date should be 9 December 2022 at the latest.
We remain at your disposal until this refund is processed and received. ~ C.M
Thank you for allowing us to investigate and assist with this query.
Our sincerest apologies for not picking up the missed email earlier and for any frustration or inconvenience this may have caused. We value your business, and it is only with your feedback that we can continue to improve our services.
We would therefore like to honour the full refund you would have been eligible for as a result of us not responding to your query.
We will back-date the 12-week refund processing time to 16 September when the request was made, so the refund payout date should be 9 December 2022 at the latest.
We remain at your disposal until this refund is processed and received. ~ C.M