Flight Centre Travel Group
reviews and complaints

My Mother & Father had to cancel their trip to Coffs Harbour they had booked and paid at Flight Center Morley WA for when my mother got diagnosed with terminal pancreatic cancer as she had to go straight into treatment.

It has been over 2-3 months and they haven't received any kind of refund and barely any correspondence back from the centre / lady that booked their trip.

I feel like this is the only other option as their phone lines are always busy and me being so far away organising my parents' affairs means I can't just go into the centre and make a booking to get a refund.

Natasha Sheriffs said she was trying to get their airfare refunded as they found out about mum's health after they had already booked and paid.

I will attach correspondence if you require medical statements, I can also provide them.

Dear sirs,

As I plan to travel again next year, I would like to know if the credit amount of 1155.88 A$ x 2 you hold for me is still available and how I could use it.

Regards

Christian TABOUY

Ph : [protected]

Email : christian.[protected]@mls.nc

De : WebsiteCustomerSupport1

Envoyé : mercredi 20 mai 2020 19:27

À : Christian TABOUY

Objet : SPAM: Booking Reference: [protected] | PNR: GFFVOL - South African Airlines Credit

Dear Christian,

Your booking has been cancelled and your ticket is held in credit for future use.

Booking Number: [protected]

Credit Amount: $1155.88 Per Person

Travel must be completed: 29 July 2021

Airline : South African Airlines

Using your credit:

To make a booking using your credit, please call Flight Centre Website on [protected] and quote your booking number.

Your credit may be used towards the payment of a new ticket of equal or higher value, provided the new fare conditions are met.

At the time of making the booking you must pay:

 The Airline change fee of 0.00 per person - waived due to COVID

 The Flight Centre change fee of 0.00 per person - waived to COVID

 Any difference between your original fare and taxes and the fare and taxes in your new booking.

Please note additional taxes may be applicable when changing the routing from the original ticket.

Your credit cannot be re-booked to travel on the same day.

All travel must be completed by the credit expiry date.

Upon re-booking, country of origin must remain the same as per original ticket.

Your credit must be used in one transaction (per person) to a fare the same value or higher than your original ticket.

Your credit is non transferable and can only be used by the original ticket holder.

Airline fees are subject to change without notice.

Credit must be used with the same airline as originally booked and is non-transferable

It is your responsibility to ensure that you rebook prior to the rebooking date outlined above.

Please note - failure to rebook within the above time frame will result in forfeiture of this credit and the ticket value completely.

Once you have your new date, time and flight details ready, one of our consultants will reserve your booking over the phone.

If you have any further questions please don't hesitate to call the Flight Centre Website on [protected].

Thank you for booking with us.

Kind regards,

MJ

On Wed, 20 May 2020 at 14:44, Christian TABOUY wrote:

Hello MJ,

See below copy of mails exchanged with your colleague Jane.

Regards

Christian TABOUY

Ph : [protected]

De : Christian TABOUY

Envoyé : mardi 19 mai 2020 09:08

À : 'WebsiteCustomerSupport1'

Cc : christian.[protected]@mls.nc

Objet : RE: Virgin Australia Booking no. [protected]

Morning Jane,

Yes, I agree for my flight been held into credit.

Let me know when June 2021 flights schedule will be available.

Regards

Christian TABOUY

Ph: [protected]

De : WebsiteCustomerSupport1

Envoyé : lundi 18 mai 2020 17:01

À : Christian TABOUY

Objet : Re: Virgin Australia Booking no. [protected]

Dear Mr. Christian Tabouy,

Flight for June of 2021 is not yet available.

Your flight can be held into credit . Travel must be completed by 24th of March 2022.

South African airline does not process refund .

Any fare difference will apply.

Please confirm .

Thank you

I purchased flight ticket to the USA from Sidney au in April 28 2022 and still waiting on a refund.flight Center kept changing my flight times which made it hard to fly from Melbourne to catch my flight to USA . They changed the flight time twice and it said if your not happy with the flight changes you can cancel at anytime.so I pushed cancel not knowing or told that it could take 6 months to a year to receive my refund and I couldn’t just book another ticket with a credit I didn’t have the opportunity. I have called flight center multiple time with no refund in site and the call Centre said there waiting on the airline to refund them so I can be refunded. I didn’t book with the air line I booked with flight centre. Six months now and I am still waiting for 1500 dollars in refund.

We booked our air tickets with Molly Beazley sold us the Captain Package which wasnt explained. Half way through she said price has just gone up 1000 dollars. We still went ahead and purchased the tickets.

As soon as we were home I went on computor and found the same flight for 1000 dollars cheaper.

Went backed to Morayfield flight centre and showed them the price the young lady took a copy of the flight and said you should get a refund of 1000 pounds.

Days later went back into the shop and spoke to Craig the manager and was told because we purchased the Captain Package for 49 dollars their was nothing he could do.

After explaining everything he said he would look into it and speak to his Manager who he had a meeting with the following day as he didnt have enough clout to issue us with the refund.

A few weeks later he said they up the Captain Package to 99 dollars and would be issuing us with a full refund.

This was July 2022 and we have been on our holiday visiting family and returned home Thursday 13th October.

A week after we came back called in the Morayfield branch spoken to Craig and he said he had forgotton about it and has been very busy but would see too it and email me that afternoon. Guess what no email.

We cannot afford to lose 1000 dollars and thought Flight Centre gave the cheapest flight.

We are very angry over this and hope now it can be resolve.

Flight Centre has all the reverlant documents.

Regards

Paul and Roslyn Lenihan (1933083)

Phone number [protected] [protected]

Requested flight accommodation and activity information for a booking to Noumea. the agent at the start was accommodating and got the information together. he did not provide activity options and I was told to book this in the lobby of the hotel on arrival.

After receiving the quote for flights and accommodation I advised I was able to book the same flights and accommodation directly with Qantas and with no activities or transfers included there was no added value using flight center.

Sam became rude and told me I have no integrity. his language was threatening and bullying! this has caused me a lot of concern and sadness after being so excited to travel internationally again.

I was polite in all engagements with Sam. I have used Flight center a couple times for previous travel and after this interaction I will never use Flight Center again.

I hope no one else has to be spoken to in this manner by this individual.

The Agent was Sam Heyward from the Brookside store in Mitchelton QLD

Our family purchased travel insurance through Mount Ommaney flight centre for an upcoming holiday prior to COVID. In July 2020 we received a credit for our insurance from Katie Gillman who worked at flight centre (insurance was with Cover-More and totalled $633. In July 2022 I emailed Cover-more in an attempt to use our credit to find out they had expired. They asked me to contact my agent as they had been paid the money and could look at a refund. On the 3rd July I contacted Flight Centre on the 1300 number to be told I had to deal with the store I had purchased through. I was provided with a email address. On the 3rd July I emailed the Mount Ommaney store generic email address as all attempts with people I had dealt with over the years had returned out of office/non deliverable outcomes. I received no response to my email on the 4th July 2022. On the 11th July I resent my email and asked for someone to respond. Nil response. I emailed again on the 28th July 2022 asking for a response. I asked for a response. I called the store after this date and was told by the lady on the phone I should make an appointment and come in. I advised I was 4-5 hours form the store where I lived so this was not possible. She took my details and the email subject line and advised she would look into it. To date still no response.

Store email: [protected]@flightcentre.com. Subject line Insurance Credit. Email address sent from [protected]@ifys.com.au

Dear Sir/ Madam

I booked a Holiday with Flight centre Falcon

Originally booked with Feliicty Edwards whom was Brilliant in setting my 6wk trip up

Sadly I got Covid 3 days b4 travelling, I was devastated, I have Covermore insurance

n Sam Limerick said she would re book everything w Intrepid travel etc

One day prior to flying out wondered why hadn’t got my tickets after going in every day

I rang Intrepid n they said

Sam Limerick only made a request n never got confirmation said verbal one she got

All your travel is Confirmation , I was extremely disappointed, so just flew to QLD n told her to sort things out with

Covermore Insurance

Policy [protected]

This was back in July n we are nearly in October

Sam Limerick is the store manager n should pride herself, in her work, not even an Apology and feel she is Not Capable of this role

Sadly Felicity Edwards and May Comeros have both resigned due to her, you lost two of the best girls to represent Flight Centre

I just want my insurance sorted please, yesterday she said she would send confirmation again n again I’ve received nothing to sign for insurance

There is approx $1300- still to come back

The rest I have been given part refund n flights to use within 6month n a year

I truly hope your can Help Me

Kim Vaughan

Booking 1313278

You will then get my phone number and God willing I’ll hear back with a positive result

Kim regards

Kim Vaughan

AIRLINE RESERVATION CODE : 5KJQVR (SQ)

RESERVATION CODE : ZAUSRX

(This is the second attempt to file this particular complaint and, to date, have had no response. Please respond.

In mid-September 2022, I booked an air ticket at your Warragul Branch, Victoria, with agent Kirstee van Rysbergen from Melbourne to Johannesburg on Singapore and Scoot Airline departing Melbourne 29 September 2022. At the time of the booking, I asked Kirstee if I could book and pre-pay for an additional 20 kg luggage allowance and she quoted me $78. I paid and she entered the details into the computer. I asked her several times if this was done, and she assured me it was. I also queried that everything with my extra luggage was fine when I called asking about the date of issue of my ticket. At no time, did Kirstee indicate that there was a problem.

When my ticket was issued some 3 weeks later, I noted that there was no mention of the additional luggage allowance nor a printed voucher. I called Kirstee immediately and she said that she'd get onto Singapore Airlines straight away.

I called her a few days later and she assured me that she had spent days and hours on the phone to Singapore and that these were their suggestions:

(a) I pay an additional $1 700 for excess baggage. I refused this offer as I had followed the rules and booked and paid in advance so this was not excess luggage, it was pre-paid extra luggage. Kirstee agreed.

(b) That I upgrade to business class for an additional $1800 in order to qualify for the 2 bag options. Again, I refused.

This was not my fault. As a customer I had done my due dilligence and pre-booked and pre-paid.

Eventually, Kirstee recommended that I pay in an additonal $544 on top of the $78 I had already paid. She said that she, herself, was being charged personally out of her salary for another $200 plus.

I am flying back to South Africa for what is supposed to be a very happy event - the birth of my grandson. I believe that I have been way overcharged for a pre-paid extra 20 kg and this does not sit well with me. Either Singapore Airline made a mistake or Kirstee, who I suspect did, made the mistake and I, the customer, feel like I have been well and truly screwed. I am thinking about taking my complaint to IATA or to my attorney.

Please look into this matter and see if you can resolve it amicably before I resort to the either of the above. I definitely feel very angry and vow never to use Flight Centre in the future. I am a very unhappy customer and have expressed this quite vocally to Kirstee.

If I have not had a response to this SECOND submission within 7 working days, I shall definitely be taking this matter further.

Sincerely

Beverly Keyter

On 11 July 2022 I attended your Warragul, Victoria office, and booked a return economy air ticket on Singapore and Scoot from Melbourne to Johannesburg with Kirsty van Rysbergen. Knowing that extra luggage allownce needs to be bookec and paid for at the same time as the flight booking is made, I asked Kirsty to give me a quote on 20 kg extra luggage. This was because my first grandchild was due and I was flying home with gifts for the baby from family and myself. Kirsty quoted me $78 for an extra bag weighing 20kg. I paid for the air ticket and extra luggage simultaneously. When the ticket was issued (some weeks later) I noticed that no extra luggage had been allocated and immediately contacted my agent. She confirmed that no extra baggage had been acknowleded by Singapore Air and promised to get hold of them immediately. The outcome: I could pay in an extra $1 700 for an extra 20kg (excess baggage charges) or upgrade to Business Class. Needless to say, neither of these options appealed to me and I complained to the agent that I had followed the procedure of booking and paying in advance. She went back to Singapore who offered a 30% discount if I joined their frequent flyer program and that Flight Centre pay in $224. This leaves me to pay in in excess of $500 for a 20 kg bag or $160 for 10 kg.

as you can imagine, this entire issue has left me with a very bad taste in my mouth and I am so angry that as a passenger I am being completely "screwed over". This trip was to be for a very happy and joyous occasion and I now have to choose between clothes for myself, or the baby's gifts. Either way, I am going to be out of pocket if I have to buy gifts or clothes in South Africa. I believe I have followed the procedure by booking extra luggage, paying for it, in advance. Please let me hear from you as soon as possible on [protected]@yahoo.co.uk as to my options.

Regards

Beverly Keyter Quote ID 1980014

I purchased tickets through Flight Centre with Lufthansa for next June only one week ago. My family are now all flying with Qantas and I wanted to change our tickets so we could fly with the rest of my family. Upon asking Flight Centre to cancel my flight and rebook on the same flight as my other family I was told my flights were not refundable. I have checked all emails and my Invoice and Itinerary and there is no mention of these tickets being "non refundable" I feel that this should have been brought to my attention prior to booking and given the option to pay either for a refundable or non refundable. Other than this, the Agent I booked through has been wonderful and it may not be her fault but I believe it should have been stated in the Invoice and I should have been made aware of it.

Daniel,

This is getting beyond a joke and bordering on criminal mismanagement of our funds.

VIrgin tells us they only have $697 of our credits despite us paying $919.02 per person. - where have the other funds gone ?

We still have no access to any credit 'banks' as discussed and Virgin state you have provided incorrect details -Where is the access to view our funds etc?

They also tell us YOU have to authorise the return of our monies.

The complaint form they told us to complete can't be completed before 2021 and we do not know the correct reservation details and numbers they request.

Both them and you give us different stories each time when we can actually get a hold of anyone.

We can not fly to the USA before the credit is void due numerous reasons including the exorbitant rates to fly, and Tyler is no longer able to travel.

We last spoke to VIrgin senior supervisor KAT #46496 on 06/09/2022 17:59 who gave us this information

Bottom line is pretty simple to understand- although neither you or Virgin seem to get it - We paid for a service that was not provided - RETURN ALL OF OUR MONEY IN FULL IMMEDIATELY and have this fixed within 7 days

Further - please supply Flight centre Australia head office Management direct email and phone contacts for complaint and on forwarding to legal representative.

Both flight centre and Virgin service is disgusting

Ticket Numbers:

[protected] - PERKINS/SUZANNE MRS

[protected] - PERKINS/BRETT MR

[protected] - PERKINS/AIDEN MR

[protected] - PERKINS/TYLER MR

Booking ID [protected]

I've been waiting for a refund for my cancelled booking since Feb 2022. I tried calling several times, i am just put on hold till the call gets disconnected. I received a reply to my email twice from Megan (megan.[protected]@flightcentre.com) and now that's also unanswered. The last reply i received was on Jun 23,2022.

My booking reference is [protected]

My family put in money $1250 for my 70th birthday which was taken to flight centre in melbourne and changed to a gift card for use in the future. Nothing was ever booked and because of covid nothing ever happened. I was told initially that the card expired in three years which has been extended an extra six months meaning christmas 2022. They have had my $1250 for this time with no booking on anything and refuse to refund because its on a plastic card. My husband is very covid conscious and last year had pneumonia and this year a pacemaker was inserted so he is not keen to travel in the near future. this was my birthday money from my kids and they have had it in their account all this time which I don't think is fair. I would just like a refund back of my money - it's not their money.

I wrote to Aunt Betty on 20/7/2022 outlining my complaint that they had not re-booked a cancelled flight.

Bryan King

39 Jane Street

WILLASTON

SA 5118

Mob.Ph. [protected]

email: bryanking51.[protected]@gmail.com

21 May 2022

To:

Aunt Betty

Travel Booking Agency

http://www.auntbetty.com/

To Whom It May Concern

RE: Difficulty in re-booking a flight which had been cancelled due to COVID travel restriction.

Your reservation reference ABY3140568

Airline reference (Malaysian Airlines) JQTLLS

Ticket issued on January 26 2020

COST $736.17 paid to Aunt Betty on January 21 2020

Return flight from Adelaide to Bangkok via Kuala Lumpur dept on June 02 2020

Returning from Bangkok on October 01 2020

Attachments: Air Ticket Booking Confirmation and

Aunt Betty's response to my earlier email to them.

I have made a phone to Malaysian Airways in May concerning this booking, they advised me that I would have to re-book this flight through Aunt Betty booking agency.

I have contacted you on 4 separate occasions ( 9/6/2020 – 26/6/2022 – 7/7/2022 and 18/7/2022 ) In an attempt to re-book a flight and so far I have not received confirmation of my revised booking nor have I been issued with a replacement flight.

My re-booking was for the same journey departing on August 2 2022 and returning on October 19 2022.

I now ask that Aunt Betty either

1. Cover to cost of a replacement flight with Malaysian Airlines as above on revised dates (it is too late for me to travel on August 2 2022) or

2. Refund my money in full $736.17 which I paid to them in good faith.

I expect a reply from you within 10 working days of this email.

If you fail to contact me with resolution to this matter I shall be contacting Consumer and Business Services (Complaint Reference No.193278) and seek their further intervention in this matter.

Yours sincerely Bryan King

I have had no reply from Aunt Betty, I contacted the Consumer and Business Services (Complaint Reference No.193278) and they have advised me to pass these details on to you, being the parent company, in hope that you will assist in the resolution of this matter. As I have tried on 3 separate occasions to have my ticket re-issued, without success, I now seek to full repayment of $736.17 from either Flight Centre or Aunt Betty.

I have further copies of my e-ticket, emails from Aunt Betty and Malaysian Airlines which I am will to supply you if you provide me with an appropriate reference number and email address.

I expect a reply from you within 10 working days.

Yours sincerely Bryan King

i have rung twice and also entered your place of business in Belmont WA to change or credit my flight. first told i can't do either. at the shop in Belmont i was rudely turned away and told to just call again. have again rung today and after 40 min told the same thing again from an employee that couldn't understand english very well and refused to put me through to a manager. i am needing to change the flight as i am no longer able to make it to Broome to fly out on that day.

I need to fly out on VA1724 @ 10:10am 26/7/22

current flight reference out of Broome is [protected]

I need this resolved ASAP before the flight is filled.

Regards.

Glenn Summers

[protected]

[protected]@outlook.com

My Name is Daniela Jones, my family and I booked a trip from June to July 2022 with Danielle Higgins at the Midland agency in Perth, WA. Our booking reference is 1305744.

We booked through a "travel expert" because we did not want to miss important details of our trip, however, our experience was completely different

When my 3 daughters and I were about to check in online for our trip to Bolivia with Avianca Airlines we realised that our luggage was not included in our tickets!

How on earth was this important detail not advised or discussed when we booked and payed our tickets at the travel agent, we find very difficult to comprehend.

I contacted emergency assist as I could not get hold of Danielle, they advise to keep the receipts and get in contact with Danielle later to sort out the mistake.

When Danielle finally got in contact with me she pretty much said that it was OUR mistake for not reading the invoice, and that we did not pay for the luggage.

She not only did not take responsability of her mistake but she also was extremely rude to make me look like I had not idea how tickets work. We have travel a million of times and never had this experience before.

I understand the tickets would have been more expensive, but if Danielle would have given us the option when we sat with her to book our tickets we probably would have taken a different airline or at least would have been aware of the extra expense.

We are not only angry with the terrible service but extremely disappointing for the lack of responsibility and the poor customer service. The job of a "travel expert" as they call themselves, is to give the client the best options out there and to make sure they advise all important details of the tickets they are buying.

I have tried to send emails and enquiry forms but had no response so far.

As this was definitely the travel agent mistake, we would like our money refunded for the bags we had to pay on the way to Bolivia plus the money we will have to pay for our trip back on the 24th of July 2022.

Hope you can understand our situation

Regards

Daniela Jones

[protected]@hotmail.com

[protected]

I received my cancellation request confirmation on 4/02/2022. I suffer from COPD and it has escalated if I continued there was a possibility that I would have died.

It is now more than 3 months since I received your letter also my birthdate was wrong it should have been 27/06/1944 which corresponds with my passport and being 78 I would not have been eligible for insurance and would incur problems with customs.

Air NZ was not informed that we would not be on the flights and sent us welcome aboard emails with both flights?

Please we are both aged pensioners and need the refund

Thank You

Arthur W Turner

I rang a couple of stores busy I understand ask me to email my itinerary did a weeks ago still waiting on a price. You can look me up on your records. I've been a regular customer before Covid.

Emails sent:-

Hi Sean,

How you going?

If possible, I'd like to get a quote if all good book the following trip:-

Sunday 28/08/2022 - Melbourne - Athens - 22:20 Qatar

Wednesday 31/08/2022 - Athens - Thessaloniki - 16:25 Aegean

Tuesday 27/09/2022 - Thessaloniki - Athens - 14:45 Aegean

Thursday 29/09/2022 - Athens - Bangkok - Qatar 20:00 or Etihad 14:55

I've also have a FLIGHT CENTRE eGift Card (Exp. 16/06/2023) to the amount of 374.48 to use.

Kind regards,

Jim

Hi Adrian,

My name is Jim Mandis I came in store today and am emailing you for a quote if all good book the following trip:-

Sunday 28/08/2022 - Melbourne - Athens - 22:20 Qatar

Wednesday 31/08/2022 - Athens - Thessaloniki - 16:25 Aegean

Tuesday 27/09/2022 - Thessaloniki - Athens - 14:45 Aegean

Thursday 29/09/2022 - Athens - Bangkok - Qatar 20:00 or Etihad 14:55

Luggage 25 - 30 kg.

I've also have a FLIGHT CENTRE eGift Card (Exp. 16/06/2023) to the amount of 374.48 to use.

Kind regards,

Jim Mandis - [protected]

I had a prezzee gift card which I could redeem $500 worth of Flight Centre. I redeemed $500 flight centre gift vouchers and tried to book my ticket online. When it came to payment page the website did not accept the gift voucher as an online payment, so I ended up going to a flight centre store however the retail store charges more than a website price even though the same flight I try to purchase and the staff member refused to price match.

I contacted the flight centre using the telephone number listed on the site but the staff member could not help me and he gave me the different telephone number. I called the number several times but no one answers so I tried to call customer complaint number but once again no one answered after long wait so I have to hung up.

We were advised on June 15th 2020 by a Flight Centre representative that our flights

ADL-DPS departing Adelaide at 07:40am on Sunday April 19th 2020 were to be refunded (extract from email:

"Your refund has been processed and is in que for audit, you will receive it this week based on where you are in the que.

Malindo have agreed to refund Flight Centre bookings from Adelaide as they are no longer operating this route. So I have applied for a refund today for you with them. Your refund reference numbers with the airline are 1108803, 1108804, 1108805, 1108806"

We are now approaching two years later and although we have followed this matter up both with our local Flight Centre office and Malindo direct we have still yet to receive the funds for the flights.