Flight Centre

Complaints

Today I walked into the Flight Centre at Pacific Fair, Gold Coast. Not one of the three staff acknowledged my presence with a greeting of any kind. I stood awkwardly, waiting. After two minutes a fourth staff member walked past swinging his bread roll or wrap. Again, he did not extend a greeting. Plain RUDENESS and BAD MANNERS from Flight Centre are equated with a concern of staff competence. If they don’t have the initiative apart from basic courtesy to call out a simple, ‘hi, will be with you soon, have a seat please!’, then why would I entrust them with planning a holiday for me! Flight Centre, you’re pretty rough around the edges and extremely shabby with your customer relations. Train your staff with the most elementary of good manners. It’s downright disgusting how your staff treat prospective customers.

Booking Ref 14306475 it’s taken over 1 week to try and organise for my Fathers direct morning flight booking from Apia,Samoa to Auckland New Zealand on the 13/05/2024. I’ve spend over 2 and half hours trying to organise the booking however on your website you have available flights with Fiji airways amounting to $378 the credit is NZD 557.74 it’s been a nightmare dealing with you guys just to organise it.

On 31/1/2024 in NZ i was advised that a train trip previously booked and paid for at Flight Centre Tuggerah NSW had been cancelled due to mechanical failure. A refund was offered and accepted. Last week well over two months after the event, having heard nothing I rang the store. Yes the refund had been provcessed but no-one had bothered to do anything about it. Had I not rung the refund would still have not been processed. Very unprofessional to say the least. Clients money is held in trust and should heve been returned immediately. I have just been notified the refund is "coming".. I will not be using Flight Centre again, having travelled extensively with you in the past.

The night before my mother's appointment at Flight Centre, I researched flight options and costs on webjet.com. After confirming our itinerary from Melbourne to Los Angeles (return), I found that United Airlines offered direct flights for $1600 per person. Alternatively, Qantas and Virgin had the same route with a brief stopover in Sydney for approximately $1800 per person. During her appointment, my 75-year-old mother was informed by Flight Centre that the flights were priced at over $2000 per person. Despite questioning the discrepancy, she was assured that this was the only available option and proceeded to purchase the tickets. However, upon returning home, she was deeply upset to discover that she had been convinced to make the purchase on the spot, without being informed of other options. The following day, within a 24-hour period, my mother visited Flight Centre again, accompanied by my sister. She was informed that changing to a different flight would incur a $500 change/cancellation fee. Despite her protests, the manager provided no assistance and reiterated the $500 fee. It's important to note that my mother had purchased the Captain's Value Package, which includes the waiver of a $300 cancellation fee. Throughout this entire process, she was not treated in accordance with the company's policies or her entitlements. Given the circumstances, I am requesting a refund for my mother equivalent to the price difference between the flights offered at the time of purchase and the cheaper options available afterward. This was intended to be her final holiday, planned for my overseas wedding, and the stress caused to her, as an elderly individual, is substantial. Your assistance in resolving this matter would be greatly appreciated. Quote number : 5272197

I booked for a full service airline, l requested that we don’t have a budget airline. We arrived at the airport and was given virgin airline which was a budget airline no meal no entertainment and 4 hours of boredom. You even had to pay for wifi. It wasn’t a great start to the holiday. I am promising you l will not be booking a holiday with your company again. Listen more to the customer.

To Flight Centre, My partner and I had worked long hard hours to save up for an amazing holiday overseas. I wanted to make sure that all our flights linked up correctly and the trip ran smoothly. We had done most of the research ourselves with accommodation but decided to go through flight centre to do the final check over and so we felt safe that it was all correct. We visited Flight Centre Karingal early April last year and spoke to Billie Kogler. We took in a calendar with our itinerary and specific dates so the salesperson had an easy to read rundown of what our plans were. Our holiday had started off as just being a 7-day package deal at a resort in Phuket but then grew into a 15-day luxury holiday. We had explained the specific dates that we needed to leave Melbourne to the date flying back. We had also sat down with Billie regarding maybe flying business class which we finally decided on as it was going to be a very special trip as my partner hadn’t flown overseas before. The only flights we emphasised that we would go economy was from Singapore to Phuket and back as it was such a short trip and would save quite a bit of money and Billie agreed on that. We ended up finding out that we were flying from Phuket to Singapore business class which we were not very happy about as it cost us over $2000 extra. On top we were put in seats far apart from each other. When we first got to Singapore, we were so excited and looking forward staying at Marina Bay Sands as it is so luxurious, and we are in a new country on the beginning of a fabulous holiday together. When we got to the reception desk, we were told that we hadn’t paid for our room. We were able to show documents of the booking but not proof of paying. So we paid on the spot which was another $1000, believing that Flight Centre hadn’t paid this part. Believing that Flight Centre hadn’t paid this part. On top of getting in late we had to hang around to sort out the issue. We are lucky our room wasn’t taken and needing to find alternate accommodation. So much stress caused on both of us! Three weeks prior to travelling we went through our itinerary to make sure everything was correct. We noticed that we were short 2 days on our stay at Absolute twin sands which was meant to be a 7-day package deal. We had said to Billie showing her the calendar that we needed to leave Twin Sands on the 4th of November, but our flight was booked for the 2nd of November cutting our trip short 2 days. To extend our stay we were advised it would cost us an extra $2500 to change the flight time. We went and saw Billie who did admit that it was her fault, but nothing could be done as it was close to the travel time unless we pay an extra $2,500 to change the flight time. For an extra 2 days and our budget, it wasn’t worth it, and we couldn’t afford it anyway! Luckily Twin Sands were ok shortening the stay but very reluctant at the start. We had to plead our case as we had broken the deal. We were then back for 6 months when I wanted to go through the payments we gave to Flight Centre. That’s when I noticed we had paid Flight Centre $937.33 for the stay at Marina Bay Sands, so we had actually paid double. I then had to chase up getting the money back which was time out of my busy work schedule! Overall, our experience at flight Centre has been appalling and we are after serious compensation. We could have done a better job and saved around $3,000+ which could have gone on our next trip. I would like to discuss this further with Flight Centre. Regards, Kim Draper

I bought a cruise through the website, I received the details in my email but I can't access it because it says my book number is wrong. I've tried contacting the central office and the fligh centre shops but no one will help me, total disregard for the customer. I need to know the details of my cruise and no-one will help me. I've been to their centre in south Brisbane and at reception they've also directed me to the shop or telephone. Disappointed

Trying to arrange a holiday at xmas, been dealing with Nikki Kangeroo Flat Vic, she dose not answer emails or return phones, all I want to arrange and book a holiday, maybe customer service means absoutly nothing to you, I will use a real travel agent, no prentenders

We have an upcoming trip booked with Flight Centre. We leave in 2 weeks. My husband and I have left messages and emailed with nil response. We wanted to increase our insurance cover, request vegetarian meals, add frequent flyer details to flight and have details of ticket for our flight and details of our tickets for Disneyland and Universal. We received a link to pay for increased insurance but no other communication. I spent over nearly 2 hours with United Airlines customer service getting our frequent flyer details added to our booking and requesting vegetarian meals. Our return tickets were not allocated seats together and we also had to arrange that. We still don't have our tickets for Disneyland or Universal issued. I would like compensation. It is also unreasonable we paid for Captains package service when I have had to spend hours dealing with issues myself and to be contacted about the details for Disneyland and Universal. It also looks like we overpaid for theme park tickets as all of our children are aged 7 and 11 and don't require adult tickets.

Starting with initial enquiries re a European trip by a couple of emails I was booked in for an hour the meeting was ten mins , I was under no apprehension that the employees body language wanted me gone , stress was evident and because I was not booking there and then ,the meeting came to an abrupt end.i cancelled all further meetings and won't use mandurah branch again.