MS
Maryna S
1 reviews | Active since Sept 2019
17 Sept 2019, 12:22
Worst booking ever
I booked a family holiday. Flight centre Nelspruit never informed me on anything or what documentation we need to travel. Never asked me for our passports or anything. Paid nearly R50000 and on the day of our flight we were refused on bord, we had to buy new tickets oF R22000 because flight centre messed up. I did complain at flight centre as my travel insurance refuse to pay out, this was a mistake from flight centre's side so i need reimbursment from them,. Sent through all our documentation and she just said sorry this is now a way to improve so this doesnt happen again we can give you R500. Im very dissapointed and wont leave it here. My travel expert should have informed me and helped me ,not in any of the documentation i received from them or once the person told me that i need unabridge birt certificate. All my checklists and documentation received from them, only indicated birth certificates. What Can i do or how can i take this matter further as i borrowed money to buy new tickets as the travel expert who messed up said the insurance will pay and now they refuse. Help please
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Replies (4)0
Replies (4)
Flight Centre South Africa's replyOfficial
17 Sept 2019, 13:04Dear Maryna
Thank you for reaching out to ensure that we are aware of your frustrations.
We can confirm that our Customer Experience department is in contact with you directly and have provided you with feedback regarding your concerns. The gesture extended was in light of a service concern raised.
Additional feedback and clarification were afforded regarding the opportunities in which you were made aware of the Unabridged birth certificate requirements, prior to any travel being confirmed.
We can assure you we have not lost sight of the costs incurred to amend your travel arrangements and had kept this in mind when looking into the feedback provided by you.
~E.M.
Thank you for reaching out to ensure that we are aware of your frustrations.
We can confirm that our Customer Experience department is in contact with you directly and have provided you with feedback regarding your concerns. The gesture extended was in light of a service concern raised.
Additional feedback and clarification were afforded regarding the opportunities in which you were made aware of the Unabridged birth certificate requirements, prior to any travel being confirmed.
We can assure you we have not lost sight of the costs incurred to amend your travel arrangements and had kept this in mind when looking into the feedback provided by you.
~E.M.
Flight Centre South Africa's reply17 Sept 2019, 13:04
Official
Dear Maryna
Thank you for reaching out to ensure that we are aware of your frustrations.
We can confirm that our Customer Experience department is in contact with you directly and have provided you with feedback regarding your concerns. The gesture extended was in light of a service concern raised.
Additional feedback and clarification were afforded regarding the opportunities in which you were made aware of the Unabridged birth certificate requirements, prior to any travel being confirmed.
We can assure you we have not lost sight of the costs incurred to amend your travel arrangements and had kept this in mind when looking into the feedback provided by you.
~E.M.
Thank you for reaching out to ensure that we are aware of your frustrations.
We can confirm that our Customer Experience department is in contact with you directly and have provided you with feedback regarding your concerns. The gesture extended was in light of a service concern raised.
Additional feedback and clarification were afforded regarding the opportunities in which you were made aware of the Unabridged birth certificate requirements, prior to any travel being confirmed.
We can assure you we have not lost sight of the costs incurred to amend your travel arrangements and had kept this in mind when looking into the feedback provided by you.
~E.M.
MS
Maryna S's updateReviewer Update
17 Sept 2019, 15:17Thank you.
Yes i did get response from flight centre. Its a useless case even with all the proof that flight centre did not do their job in assisting me and to make sure i am informed of what i need an d dont need they deny the fact that i was not wrong.
The lady who helped me via email is just trying to put the blame on everyone else but flight centre.
Not once in any of my comunication with the agent who helped me he informed me that i need unabridge birth certificates. Never did he even bother to ask for copies of our passports or normal birt certificates. Nad you know when i phoned him the moring from the airport on this whole mess it was before hours as they only open at 9 he even told me not to use his cell. What service is that for someone who paid R50000 for a holiday with you?
Im very dissapointed and heartsore that i have to pay a loan for an extra R22000 that i was forced to buy new tickets. For me this is not fair. And how now all the blame must go to anyone but the one who messed up.
This is not how you treat people who travel for the first time everywhere.
Each person should be treated as if it is their first holiday anywhere, the agent who help you must inform you on what you need and not need. Because on all the checklists, ect it only states 'birth certificate' not once it state unabridge,
In life it take nothing to fix your mistakes instead its easier for flight centre to blame anyone but themself
Yes i did get response from flight centre. Its a useless case even with all the proof that flight centre did not do their job in assisting me and to make sure i am informed of what i need an d dont need they deny the fact that i was not wrong.
The lady who helped me via email is just trying to put the blame on everyone else but flight centre.
Not once in any of my comunication with the agent who helped me he informed me that i need unabridge birth certificates. Never did he even bother to ask for copies of our passports or normal birt certificates. Nad you know when i phoned him the moring from the airport on this whole mess it was before hours as they only open at 9 he even told me not to use his cell. What service is that for someone who paid R50000 for a holiday with you?
Im very dissapointed and heartsore that i have to pay a loan for an extra R22000 that i was forced to buy new tickets. For me this is not fair. And how now all the blame must go to anyone but the one who messed up.
This is not how you treat people who travel for the first time everywhere.
Each person should be treated as if it is their first holiday anywhere, the agent who help you must inform you on what you need and not need. Because on all the checklists, ect it only states 'birth certificate' not once it state unabridge,
In life it take nothing to fix your mistakes instead its easier for flight centre to blame anyone but themself
MS
Maryna S's update17 Sept 2019, 15:17
Reviewer Update
Thank you.
Yes i did get response from flight centre. Its a useless case even with all the proof that flight centre did not do their job in assisting me and to make sure i am informed of what i need an d dont need they deny the fact that i was not wrong.
The lady who helped me via email is just trying to put the blame on everyone else but flight centre.
Not once in any of my comunication with the agent who helped me he informed me that i need unabridge birth certificates. Never did he even bother to ask for copies of our passports or normal birt certificates. Nad you know when i phoned him the moring from the airport on this whole mess it was before hours as they only open at 9 he even told me not to use his cell. What service is that for someone who paid R50000 for a holiday with you?
Im very dissapointed and heartsore that i have to pay a loan for an extra R22000 that i was forced to buy new tickets. For me this is not fair. And how now all the blame must go to anyone but the one who messed up.
This is not how you treat people who travel for the first time everywhere.
Each person should be treated as if it is their first holiday anywhere, the agent who help you must inform you on what you need and not need. Because on all the checklists, ect it only states 'birth certificate' not once it state unabridge,
In life it take nothing to fix your mistakes instead its easier for flight centre to blame anyone but themself
Yes i did get response from flight centre. Its a useless case even with all the proof that flight centre did not do their job in assisting me and to make sure i am informed of what i need an d dont need they deny the fact that i was not wrong.
The lady who helped me via email is just trying to put the blame on everyone else but flight centre.
Not once in any of my comunication with the agent who helped me he informed me that i need unabridge birth certificates. Never did he even bother to ask for copies of our passports or normal birt certificates. Nad you know when i phoned him the moring from the airport on this whole mess it was before hours as they only open at 9 he even told me not to use his cell. What service is that for someone who paid R50000 for a holiday with you?
Im very dissapointed and heartsore that i have to pay a loan for an extra R22000 that i was forced to buy new tickets. For me this is not fair. And how now all the blame must go to anyone but the one who messed up.
This is not how you treat people who travel for the first time everywhere.
Each person should be treated as if it is their first holiday anywhere, the agent who help you must inform you on what you need and not need. Because on all the checklists, ect it only states 'birth certificate' not once it state unabridge,
In life it take nothing to fix your mistakes instead its easier for flight centre to blame anyone but themself
Flight Centre South Africa's replyOfficial
18 Sept 2019, 09:37Dear Maryna
Thank you for elaborating on your experience. We can confirm that it is not a requirement for travellers to present their passport or birth certificates prior to confirming travel.
To ensure all required documentation is present at the time of check-in however, specific mention is made of Unabridged Birth Certificates and important information communicated in multiple instances before any arrangements being confirmed.
We genuinely empathise and would never want to make light of the costs incurred to amend your travel, however we do believe that fair opportunity was given to fami****ise yourself with important travel information as a first-time traveller.
~E.M.
Thank you for elaborating on your experience. We can confirm that it is not a requirement for travellers to present their passport or birth certificates prior to confirming travel.
To ensure all required documentation is present at the time of check-in however, specific mention is made of Unabridged Birth Certificates and important information communicated in multiple instances before any arrangements being confirmed.
We genuinely empathise and would never want to make light of the costs incurred to amend your travel, however we do believe that fair opportunity was given to fami****ise yourself with important travel information as a first-time traveller.
~E.M.
Flight Centre South Africa's reply18 Sept 2019, 09:37
Official
Dear Maryna
Thank you for elaborating on your experience. We can confirm that it is not a requirement for travellers to present their passport or birth certificates prior to confirming travel.
To ensure all required documentation is present at the time of check-in however, specific mention is made of Unabridged Birth Certificates and important information communicated in multiple instances before any arrangements being confirmed.
We genuinely empathise and would never want to make light of the costs incurred to amend your travel, however we do believe that fair opportunity was given to fami****ise yourself with important travel information as a first-time traveller.
~E.M.
Thank you for elaborating on your experience. We can confirm that it is not a requirement for travellers to present their passport or birth certificates prior to confirming travel.
To ensure all required documentation is present at the time of check-in however, specific mention is made of Unabridged Birth Certificates and important information communicated in multiple instances before any arrangements being confirmed.
We genuinely empathise and would never want to make light of the costs incurred to amend your travel, however we do believe that fair opportunity was given to fami****ise yourself with important travel information as a first-time traveller.
~E.M.
MS
Maryna S's updateReviewer Update
23 Sept 2019, 09:44Not once my travel agent informed me that we need unabridge birth certificate, on all documentation received it only show birth certificate not once unabridge was mentioned. Is he suppose to help and guude you as a first traveler? But yes seems esier to put the blame on the client. I suggest you fix your paper work ad proper traun the agents wirking for you. Its si bad that i had to buy new tickets of 22000 because my agent did not guide or inform me of this he simply just said when i phone him sorry he tought i knew. Bad bad service
MS
Maryna S's update23 Sept 2019, 09:44
Reviewer Update
Not once my travel agent informed me that we need unabridge birth certificate, on all documentation received it only show birth certificate not once unabridge was mentioned. Is he suppose to help and guude you as a first traveler? But yes seems esier to put the blame on the client. I suggest you fix your paper work ad proper traun the agents wirking for you. Its si bad that i had to buy new tickets of 22000 because my agent did not guide or inform me of this he simply just said when i phone him sorry he tought i knew. Bad bad service