1 reviews | Active since Sept 2019
Worst experience of my life!!!!
<div>We booked online to fly from Cape Town to ****et. Flight itinerary was Cpt to Jbg, then Abu Dhabi, then ****et. Upon online booking, passport numbers were asked and obviously given. We checked in yesterday (with our passports) the 23rd at CPT to fly with Kulula to JBG. Luggage booked directly to ****et. No problem. Got to JBG and on check in at Etihad airways, I was told my passport is flagged which meant that we couldnt leave the country! I spoke to a few people at Flight Centre asking WHY passports arent checked and the answer was that you dont check travel docs! So why am I submitting them then? Home affairs blocked my passport after I was in a smash and grab in Dec 2017 and my TEMPORARY passport was ******! (Not valid at the time as I had my original at home) but still thought to rapport it with the rest of what was ****** (my handbag) My original passport is valid until 2027 so if Flight Centre doesnt check it, how am I supposed to know that it is invalid? There was more than enough time for me to get a new passport after booking the flights, which means we wouldve been onroute to ****et now! But had to buy MORE tickets to get us home from Johannesburg last night! I was told that I wont be refunded OR tickets can be opened for travelling in the next 12 months (12 months after issue) but there will be penalties and would have to pay the difference in tickets for when we decide to go again! Oh.. and we have used the Cpt to Jbg secters already so they actually dont know how to advise me... to cancel and TRY for a regund, or to leave the tickets open! The amount of expences this trip incured as well as the emotional trauma of looking forward to a trip for over a year, negotiating leave etc etc to make this happen... and STILL am stuck as NOBODY CHECKED MY PASSPORT!!! I want to ask again... HOW does a person check the validity of your passport, if a travel agency cant even do it? Why dont you have a system in place that run travel docs before you so eagerly take our money? Nice to take the money and make the booking Flight Centre... but then youre on your own right? </div>
We can imagine how frustrating your experience has been and would like the opportunity to get to the bottom of the matter for you. Our Customer Experience Team will be in touch with you.
~K.T
We can imagine how frustrating your experience has been and would like the opportunity to get to the bottom of the matter for you. Our Customer Experience Team will be in touch with you.
~K.T
We confirm that our Customer Experience department has been in contact with you to provide feedback on their findings.
Although passport information may be requested through the Online Booking tool at the time of confirmation, this information would not be linked with any updates available with Home Affairs and on their internal systems. Regrettably, this would only be flagged upon check-in or at the time that the passport information was flagged with Home Affairs.
Options have been communicated in terms of amending your travel arrangements. We genuinely emphatise with the disappointment you had experienced and remain available to you.
~E.M.
We confirm that our Customer Experience department has been in contact with you to provide feedback on their findings.
Although passport information may be requested through the Online Booking tool at the time of confirmation, this information would not be linked with any updates available with Home Affairs and on their internal systems. Regrettably, this would only be flagged upon check-in or at the time that the passport information was flagged with Home Affairs.
Options have been communicated in terms of amending your travel arrangements. We genuinely emphatise with the disappointment you had experienced and remain available to you.
~E.M.