NT
Nthaby T
1 reviews | Active since Jan 2017
19 Jan 2024, 18:38
What started off as a very pleasant, interactive and successful booking for Msc cruise took a turn for the worst. Our flights were changed by the airline and flight centre informed us of this change but failed to I inform us of the time constraints betwee
Horrific experience!
Helpful (0)
Replies (5)0
Replies (5)
Flight Centre South Africa's replyOfficial
19 Jan 2024, 18:41Hi Nthaby. We're sorry to hear about your experience. Our Customer Experience team would like to investigate this incident and will be in contact with you shortly. ~L.V
Flight Centre South Africa's reply19 Jan 2024, 18:41
Official
Hi Nthaby. We're sorry to hear about your experience. Our Customer Experience team would like to investigate this incident and will be in contact with you shortly. ~L.V
NT
Nthaby T's updateReviewer Update
20 Jan 2024, 02:13Please do, we currently sleeping in a very dingy tiny room hotel and the area manager apparently cannot make alternative arrangements to move us to another hotel. How are we expected to spend 3 nights here????? This is really disappointing coming from a big company. It’s currently 2am we are making alternative arrangements at our cost to move to another hotel.
NT
Nthaby T's update20 Jan 2024, 02:13
Reviewer Update
Please do, we currently sleeping in a very dingy tiny room hotel and the area manager apparently cannot make alternative arrangements to move us to another hotel. How are we expected to spend 3 nights here????? This is really disappointing coming from a big company. It’s currently 2am we are making alternative arrangements at our cost to move to another hotel.
NT
Nthaby T's updateReviewer Update
21 Jan 2024, 06:20Another day gone by and still no word from Someone to assist. Chandre advised the area leader says this is all they can do for us. I’m so disappointment at flight centre. It’s actually embarrassing that the company has given the bare minimum to us. We have even moved and paid for ourselves to another accommodation.
NT
Nthaby T's update21 Jan 2024, 06:20
Reviewer Update
Another day gone by and still no word from Someone to assist. Chandre advised the area leader says this is all they can do for us. I’m so disappointment at flight centre. It’s actually embarrassing that the company has given the bare minimum to us. We have even moved and paid for ourselves to another accommodation.
Flight Centre South Africa's replyOfficial
22 Jan 2024, 07:36Dear Nthaby,
Thank you for the additional feedback and update. We'll ensure this is addressed with the correct stakeholders and leaders.
~A.C
Thank you for the additional feedback and update. We'll ensure this is addressed with the correct stakeholders and leaders.
~A.C
Flight Centre South Africa's reply22 Jan 2024, 07:36
Official
Dear Nthaby,
Thank you for the additional feedback and update. We'll ensure this is addressed with the correct stakeholders and leaders.
~A.C
Thank you for the additional feedback and update. We'll ensure this is addressed with the correct stakeholders and leaders.
~A.C
Flight Centre South Africa's replyOfficial
26 Jan 2024, 16:44Dear Nthaby T
Thank you for your correspondence directed to Customer Experience and for allowing us the opportunity to look into the matter. We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the oversight that resulted in you missing the initial boarding of your cruise. Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret that this was not translated in the interaction with you.
In a bid to remedy the situation we confirm that steps were taken to ensure you were set to depart on the next cruise departure. Additionally, the following options were offered to in that;
1. Flight Centre would cover the cost of flying your travelling party back to Johannesburg ensuring an early arrival at the port for departure or;
2. Flight Centre would cover the cost of a weekend stay in Durban and a transfer to the port on the day of departure.
You selected the second option to stay in your destination and records indicate the necessary arrangements were made for your weekend stay.
We further note your dissatisfaction with the property you were placed in citing your discomfort in the room configuration. We have reviewed your room type and have ascertained that your travelling party were booked in a twin standard room inclusive of breakfast. This room type is deemed suitable for your travelling party and therefore your request to be upgraded to a suite was declined.
The subsequent request to be moved to a property in Umhlanga was also declined due to availability in the area at the time. Your further request to be moved to an alternate hotel was also rejected because your hotel was non-refundable, and your suggested property was in fact a lower star rating than the 4-star property Flight Centre arranged.
Unfortunately, we were unable to meet your expectation of being accommodated in a 5-stay property for your stay per your complaint.
Flight Centre deeply regrets that despite our best efforts to remedy the situation you remain dissatisfied with the matter.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M
Flight Centre South Africa's reply26 Jan 2024, 16:44
Official
Dear Nthaby T
Thank you for your correspondence directed to Customer Experience and for allowing us the opportunity to look into the matter. We have reviewed all documentation pertaining to your booking and discussed your concerns with the relevant parties.
On behalf of Flight Centre Travel Group, please accept our sincere apologies for the oversight that resulted in you missing the initial boarding of your cruise. Our intention would never be to intentionally inconvenience our customers or to cause unnecessary frustration and we regret that this was not translated in the interaction with you.
In a bid to remedy the situation we confirm that steps were taken to ensure you were set to depart on the next cruise departure. Additionally, the following options were offered to in that;
1. Flight Centre would cover the cost of flying your travelling party back to Johannesburg ensuring an early arrival at the port for departure or;
2. Flight Centre would cover the cost of a weekend stay in Durban and a transfer to the port on the day of departure.
You selected the second option to stay in your destination and records indicate the necessary arrangements were made for your weekend stay.
We further note your dissatisfaction with the property you were placed in citing your discomfort in the room configuration. We have reviewed your room type and have ascertained that your travelling party were booked in a twin standard room inclusive of breakfast. This room type is deemed suitable for your travelling party and therefore your request to be upgraded to a suite was declined.
The subsequent request to be moved to a property in Umhlanga was also declined due to availability in the area at the time. Your further request to be moved to an alternate hotel was also rejected because your hotel was non-refundable, and your suggested property was in fact a lower star rating than the 4-star property Flight Centre arranged.
Unfortunately, we were unable to meet your expectation of being accommodated in a 5-stay property for your stay per your complaint.
Flight Centre deeply regrets that despite our best efforts to remedy the situation you remain dissatisfied with the matter.
We trust you will find the above in order and remain at your disposal.
Kind Regards ~T.M