Flight Centre

I will NEVER book through Flight Centre again! A simple 10-minute schedule change to one sector of my Cathay Pacific return flights from Europe has resulted in an unworkable connection. Four days later, after more than SIX HOURS on the phone to Flight Centre's overseas call centre, I STILL have no resolution. I identified a suitable alternative… Read more

routing four days ago, simply transiting through a different European city. Since then, Flight Centre has repeatedly told me that seats are available, unavailable, and then available again - oh but wait, they still need confirmation from Cathay, which can't be done until Monday. Meanwhile, suitable alternatives are disappearing.

We are travelling home on CHRISTMAS DAY, so flight availability is already limited. All I want is to ensure my son and I can get home as planned!

On Friday night, Flight Centre emailed me advising me to call at 9 am Saturday when Cathay Pacific would be open. The email stated that I would not be able to fly home on 25 December but there were options between 27 and 31 Decemember!!!! When I called, I was told that I could fly home on 25 December and the flight I requested was available but Cathay Pacific wasn't open on weekends so I would need to wait until Monday!

On Sunday morning, I contacted Cathay Pacific myself. They confirmed they had already responded to Flight Centre's email authorising the change and told me to contact Flight Centre to complete the rebooking.

I called Flight Centre again who said the flight wasn't available! They again continued to insist it couldn't proceed without further authorisation. A supervisor even asked me for the telephone number I had used to contact Cathay Pacific so they could try calling themselves! I authorised Flight Centre to go ahead with the change on Thursday - why wasn't Cathay phoned then? Because they email unless the flight is within the next few days!

I have spent over FOUR HOURS on the phone today alone, including 1.5 hours on hold with a supervisor.

I also visited a Flight Centre retail store yesterday, where the consultant could access my booking but couldn't make changes because it had been booked online. They directed me to the emergency line and told me they would be able to make the change - incorrect! She also stated that the online and in-store operations are very different and that I should have booked in-store!

Why should customers booking through Flight Centre's own website receive such inadequate support?

The contradictory information, lack of accountability and endless hours spent trying to resolve a relatively straightforward schedule change have been utterly unacceptable.

My advice to anyone considering booking flights through Flight Centre Online: THINK VERY CAREFULLY. If something goes wrong, you may find yourself spending days trying to get someone to take responsibility. Learn from my mistake!

Four days, six-plus hours on the phone, countless conflicting explanations, and still no confirmed flights home.

Flight Centre, this is simply not good enough!

My friend and I went to Midland Fllight Centre to get them to book 2 return tickets from Perth to San Francisco in July returning in August. We are not seasoned travellers so we left it to them to help us get there. The female who was assigned to us was not transparent and helpful and to cut a long story short she booked us to go via Japan which… Read more

was a long journey and coming back was even worse because she booked us to come back again, but we had to fly back into the Japanese Haneda airport first then catch transport to go to the Narita airport which was an hour journey where our plane was due for departure in something like eight hours and because we’re both in our mid-70s we found it extremely tiring and I would never recommend the Flight Centre in Midland again. Once it’s booked you can’t make changes so we were locked in. Every time we wanted to talk to this woman she was never available and she never replied to my emails and my daughter who lives in America emailed her as well wanting to know what was going on and why the long flight exchange and she never got back to her either. In the end Rhys took over our booking and he was very efficient. Rhys arranged our transport from Haneda airport to Nerita and he arranged for a driver to collect us at Haneda and he drove us directly to Nerita. We appreciated that. Lastly the service on the ANA Japanese aeroplane was excellent no complaints except I don’t like Japanese food but that’s me. Also I couldn’t drink their coffee. We went economy class and the seats were very comfortable. The air hostesses were the best because they always smiled and nothing was too much trouble. Anyway thanks again to RHYS..

This regarding the fantastic Flight Center online experience - NOT!! "Caveat Emptor" - Buyer Be Aware PLEASE READ THE FULL ARTICLE - ITS Very Important. Its long but factual - Dont get Sucked in!!! Now for the jingle Flight Center - then add this -… Read more

What a Rip off!! Folks here is the fantastic customer and support experience provided by the well known Flight Center..{ the jingle again} My daughter bought a couple of tickets after planning a dream of a lifetime trip to Vancouver, Canada with her fiance. After months of planning there was a clitch in the relationship. Called Flight Center {jingle} and wanted to request a change of passenger 2 MONTHS before flight departure. The answer was a big fat - Computer says Noooooo!!! She was told that this according to the fare rules.. But where in the Fare Rules - there was no where in the Fare (or shall I say Unfair - Fare Rules} that states that a change of passenger is not allowed. None of the very creditable (erhm!) support staff could actually answer the question. But the company's law and CEO teams have hidden the fact in section 21Agency with a very obscure statements only their corporate lawyer will understand. Again its a huge section that travels who trust Flight Center {jingle} will have to read in all the excitement to travel overseas.. Wonderful, cover my ... technique. The support staff from Flight Center {jingle} dont know where in the Terms and Conditions that change of passenger is not allowed.. Come on... I called Flight Center (one of the stores) and the person on the other end of the line - "Oh change of passenger is very common and can be done by the ... Online Team - Which means there is a HuGe Disconnect between Flight Center shop and Online - they are NOT THE SAME!!! Can you believe that... but they have the same name but different operations!! Ok now my poor daughter has been advised that the only option is -- drum rolll - Cancel the ticket.. And guess what its gonna coast $300 Dolllars!! Yeah another cheching!! bonus for the CEO's retirement fund!! So I called the Airline - who initially mentioned that it is possible for a change of passenger - but since the ticket was purchased ... "You guessed it!!" Online the Computer says Noooo!!!. So now the very option is to cancel the ticket - Ok now the best part after loosing $300 ...The REFUND WILL TAKE --- 3 MONTHS!! Yeah!!!!... We cannot get back the money until your hair grows grey!! So lessons learnt - Please Please Please AVOID THIS RIPOFFSS OF A COMPANY!! AND change the jingle FLIGHT CENTER - WHAT A RIP OFF!!

I booked a holiday through Flight Centre. It was handled by a subsidiary My Crusies. Now I can't pay for it with Commbank Awards points. Poor customer service and systems. Show details

I will never use flight Centre again but I will tell as many people I can not to use them for bookings. I feel This is the best way because flight center come up with all sorts of excuses rather that admitting and facing the fact that they made a… Read more

mistake or did wrong. I complained to the agent I booked with and she made every excuse she could as to why my booking wasn’t as she quoted and after reading the replies in this page from flight Centre they are the same. Must be company policy.

We are delighted to recommend Rebecca Stevens Travel Consultant of Flight Centre Greensborough. Rebecca has arranged all of our overseas travel across 3 continents over many years and yesterday arranged another of our Australian travel holidays for next year. Once again nothing was too much trouble finding the perfect travel choice, great… Read more ·  1

accommodation links even including our travel insurance. With such great service why would we go to anyone else. Pamela Bores

Recently booked a trip to Italy and I must say me and the wife didn’t have to do a thing! Everything was organised for us all we had to do was show up. Everything ran very smoothly and would book again through FC. Show reply

Zara has been fantastic to work with from start to finish. She has made the whole process so much easier and has always been friendly, helpful, and easy to communicate with. We are a family of six travelling to Athens, the Greek Islands, and Singapore for nearly a month, so there has been a lot to organise. Zara definitely had her work cut out… Read more ·  1

for her, but she has handled everything really well. She has helped bring the whole trip together into one well-organised package, including flights, accommodation, transfers, room configurations and the smaller details that can easily become overwhelming like early/late check ins.

What we have really appreciated is that Zara doesn’t just book what is asked. She offers ideas and suggestions to help make the trip more affordable, easier to manage, better timed, and more comfortable for our family. She has also helped with accommodation and transfers for up to 13 family members at different stages throughout the trip, which has been a huge help.

Zara is an excellent representative of Flight Centre. They are very lucky to have her on their team. Thank you, Zara, for all your help, patience, and effort in organising such a big trip for us.

Booking Number [Number Removed] 1. My daughter and I booked an On the Go 9 day tour to Egypt leaving on the 10th September 2026 arriving home on Monday 22nd September 2026. I followed Flight Centre's recommendation link to CIBT Visas to apply for my Visa and received the approval and paid $214.17. My daughter applied on arrival in Egypt and paid… Read more

$36. If Flight Centre is looking after their customers this is not acceptable. After trying to contact CBIT on arrival home I have been unable to contact them. I would appreciate an explanation for the difference in price and why this company was recommended.

2. The communication with Flight Centre regarding On the Go Tour was very stressful. (a) I repeatedly asked for the name of the first stop hotel in Cairo as I was to be picked up at the airport by someone I didn't know and driven to an unknown hotel. Every time I asked for this information I was told it wasn't available yet and I would find out when I arrived in Cairo. Two days before I left I received this information after another stronger request from me for security reasons and peace of mind.

(b) I was emailed and phoned by a Flight Centre staff member asking me to confirm my arrival flight details 10 days prior to my departure from Melbourne. (which had already been supplied to Flight Centre) the details the staff member supplied to me were for a different flight and City and for a date that had already passed. I also had to resend a copy of my passport. This is a total lack of the service that I expected I was stressful enough as I was travelling on my own for the first time. [Name Removed] [Derails Removed]

I booked two flights for myself and my granddaughter through flight centre. When we got to the airport for our return trip, Flight Centre had forgotten to ticket my granddaughter and we had to spend an hour on the phone to rectify. It was distressing for both of us, as we had planned an early check in to have breakfast, instead we sat on the floor in the lobby, waiting for someone to help us. Show details

Booked flights and paid for the seat upgrade to a window seat as I get anxious if I don't have one. Arrived for our flight and have a non window seat. Was told by the airline that sometimes Flight Centre do this and there's nothing they can do. Why offer the paid seat upgrade options if you can't always guarantee it!? Useless.

I booked two flights with fight centre. I understand the fees and booking cancelation conditions however i am still awaiting $250 of points to be returned after cancelling in November 2025 and it is now September 2026 and have not received my points refund. Seems like a scam to me. They are still telling me to contact the bank...but in the end… Read more

they need to refund the points. I have raised a complaint with the ombudsman . Awaiting a reply....not good business practice

Started off great then went poorly. How their system doesn't show everything you as a customer need to know and how they want you to pay for it. We had a complicated fare to address with multiple flights and people flying from multiple locations and times. One thing which we try and avoid is anything relating to the dreaded Co-share in Latin… Read more

America. So its good to know when there are Co-share flights so we can pay whatever is better to avoid them. Their system apparently doesn't have any visibility on Co-share supposedly.

After paying an exorbitant amount for our Christmas flights, we were disappointed to discover, only when checking our printed tickets, that we would be travelling on a co-share flight operated by a less than impressive airline. The carrier’s reviews raise serious concerns about the standard of service we can expect.

After speaking to the travel agent, about how we were sold on flying with one carrier and getting then fobbed off to another with the amount of money we paid, we were told to simply cough up more money to change the ticket. No middle ground nor any escalation after requesting. could be found hence the review here. Hoping for the best for Flight Centre, but don't see it coming.

AVOID, LIARS. FRAUDULENT COMPANY After refusing to refund a fare, after a medical emergency, this fraudulent company claimed they had indeed refunded the monies As if we can't check our bank statements ! They then produced FALSE emails, which we never received and sated we wrote back acknowledging the refund ! More lies Incompetent call centre staff Do yourself a favour, go direct via an airline Why take the risk when you don't have to ? Show details

UPDATE: Flight Centre has reviewed the claim and will honour what was sold! "Dear Anderson, I hope this email finds you well. Your complaint regarding your recent booking made with Flight Centre Bulimba has been escalated to the Customer Liaison team as the highest level of dispute resolution within Flight Centre. Thank you for your email and… Read more

for outlining your concerns. Firstly, I would like to sincerely apologise for the frustration and inconvenience this situation has caused you and your family. Having reviewed the circumstances surrounding your booking, we acknowledge that an error occurred during the booking process. As you have outlined, the quotation provided and accepted was for two adults and one child, and you proceeded with payment based on that information. We recognise that you relied on the advice provided by our consultant and on the booking documentation issued by Flight Centre. We accept that the ticket for Fabio was incorrectly processed as an infant ticket rather than a child ticket. Whilst the price of the child's ticket was not included in the quote and has not been paid for we appreciate this was our agent error during the booking process. To resolve this matter, we will honour the original booking as quoted and sold. We will arrange for the correct child ticket to be issued for Fabio at no additional cost to you. Again, please accept our sincere apologies for stress that this has caused. We appreciate your patience while we investigated the matter and thank you for bringing it to our attention. The team leader in store will be upgrading Fabio's ticket and will send you the confirmed documentation once complete. Kind Regards, "

AVOID! AVOID! AVOID!

I paid $12,276.10 to Flight Centre for flights for my family, with the agent [Name Removed] handling the entire booking process.

All names, dates of birth and the quote were reviewed before I proceeded with the purchase. I was sold tickets for 2 Adults and 1 Child.

The booking confirmation was received. All passengers were issued tickets clearly stating 2 adults and 1 child in ALL DOCUMENTS.

A couple of days later, the agent contacted me saying, “Oops, I’m sorry!” She explained that “situations like this are extremely rare” and that there had been a “breakdown in the booking process”, resulting in my son being booked as an infant instead of a child. I was then told I would have to pay an additional $5,476 for his ticket. This was the only solution presented to me during that contact.

I couldn’t believe it.

What has been most disappointing is the way Flight Centre has handled the matter since.

Their solution is now either for me to pay the extra $5,476 or take a full refund and book everything again at whatever price is available, which is now significantly higher than what I paid for the three passengers.

The agent has even acknowledged that it would not be reasonable to expect me to pay an additional 5K + for the child ticket. However, in her opinion, the “reasonable and fair” solution is for me to either cancel my family’s Christmas trip back home and miss the opportunity to reunite with my loved ones, or pay nearly $19,000 for the three tickets I originally purchased from Flight Centre for $12,276.10.

I honestly have to ask myself how some people sleep at night.

Flight Centre’s position is even more disappointing. You would expect a business of this size and reputation to take responsibility when something goes wrong in its own booking process, particularly when the customer has followed the advice of its agent, paid more than $12,000 and provided evidence showing what was quoted and purchased.

Instead, the burden has been placed entirely on the customer.

I have given Flight Centre more than enough time and opportunity to rectify a mistake on their end. I have provided substantial evidence supporting my position to their customer service team, and instead of resolving the matter, I was told I now have to wait another 21 to 28 days for an investigation.

This is disrespectful!

This isn’t about a $10 mistake. It’s a $12,276 booking and another $5,476 being asked of the customer because of an issue Flight Centre has acknowledged occurred in its own booking process.

You only really know a business when something goes wrong.

If I had read the reviews on ProductReview before booking, I would have seriously reconsidered. I’ve purchased from Flight Centre before, but I would not do it again.

Search for ProductReview – Flight Centre and you’ll confirm.

AVOID! AVOID! AVOID!

After having briefly been dealing with this organization I was shocked at the shallow callous nature of the staff employed at this organization. The true lack of professionalism displayed by the staff towards my appearance and culture that was different to theirs was truly shocking. If you enjoy your customer service to be toxic in nature than this is the organization for you. Zero Stars from me! Show details

Our “Travel Expert” at the local Flight Centre office in Paddington was extremely short on expertise. Twice misspelling my name, entering wrong birth date for my travelling companion, virtually never responding to emails, unless it was to ask for a payment or other necessity, not relating to email query, and basically not demonstrating expected… Read more

professionalism. I’ve travelled the world during the past 50 years, covering literally hundreds of flights involving more than 60 countries, and never experienced such incompetence from numerous professional travel agencies. I did not receive tax invoices for payments I made, but I was notified that payments were received by email. Never again.

Unfortunately, my experience with them was very bad. The guy who Did my booking was name Alex I booked tickets with them and paid extra for seat selection. But on the day of travel we were shocked to find that they changed the seats we paid for without informing us and they did not refund our money. When I contacted them, I received no good… Read more

service and no respect for customers. This is total disrespect for people's rights and their money. My advice: Do NOT book with them so you don't go through the same thing. I have the receipts to prove everything I will take these further to NSW fair trading with proof receipts

I received a flight centre gift card as a gift and decided to use it to fly myself and my brother up to see my mum for some holidays. I ended up being unable to book both flights at the same time as my brother was returning two days before I was and the website was unable to accommodate. Instead I had to book both flights individually, which… Read more

attract TWO $30 ($60 total) booking fees. I attempted to go and ask an in-store agent to book the flights and they were actually MORE EXPENSIVE to book in-store.

After getting back home to book the flights, I booked the first and then the second booking was cancelled mid-click. I was sent back to the starting screen and the flight was suddenly $37 MORE EXPENSIVE. The website cancelled my booking then sent me back to the starting page to CHARGE ME MORE MONEY FOR THE SAME FLIGHT. This made the flight almost $100 more than expected before "fees".

Utterly ridiculous and a borderline scam if not outright illegal activity.

Flight centre is no what it used to be. Im make bookings and their online system bugged my flights. Originally paid $1899.00 and because of their blunder I had to cancel however on was given $609.00 flight credit. I’m now demanding all my money back and a complete waste of time talk to people not in Australia. I’ll be taking this up with Consumer… Read more

Affairs and ACCC plus reporting to Current Affair. Pure rip off and don’t waste your time or money on these jokers

What a most horrid experience ... For the first part I admit I was at fault... Like so many other times , I had booked tickets with flight Centre but this lone incident has shocked me in a most profound way ....I will never use this company again . It started when I was booking A ticket for my wife , I done the usual search which was Cairns to… Read more

Brisbane but I hadn't noticed that instead of cairns to Brisbane , it brought up Townsville to Brisbane ... I hadn't noticed this as I was busy filling in dates baggage and clicking through the usual options that they offer you . So its fair to say I blundered this booking . I booked a fare from Townsville to Brisbane .

After seeing this in my emails when the itinerary arrived I sought to cancel this straight away ... After some time trying to find the place where you cancel this I eventually found the appropriate button , pressed it and begun the process, (I was later advised that If I had rang an operator they would have changed the booking without issue because of the freshness of the application ... apparently?)

A copy of the email .....

We’ve received your request to cancel your upcoming travel with Qantas Airways, While your flights are non-refundable according to the fare rules, you do have the option to place your booking into credit with the Qantas Airways, which can be used for future travel. Please note the following fees and some conditions associated with this airline credit: Cancel your flights and place your booking into credit with Qantas Airways Cancellation must be done: 3 days prior to departure Airline rebooking fee: AUD 110.00 per person Flight Centre rebooking fee: AUD 30.00 per booking Additional fare and tax difference: Subject to availability at the time of redemption You must complete your rebooking and travel by 29 November 2026 Your rebooking must start from the same country as your original ticket. Travel credit can only be used by the original ticket holder. Credit may need to be used in one booking on a fare of equal or higher value. Airline fees may vary and are subject to change. To proceed with cancellation for an airline credit, please reply to this email to confirm your decision. If we do not receive a response within 3 days, or if your travel date is within 24 hours, we will proceed to cancel your flights and place the value into credit with the airline. Once processed, you will receive a confirmation email.

Should you have any further questions or queries, please feel free to contact us Within Australia: 1300 733 867

So I wrote a reply that I was unhappy about the excessive penalty but accepted the conditions because there was no other recourse . With the understanding they or Quantas has my credit.

An extract from a reply that I sent agreeing to their fare rules...

"Therefore I am forced to accept the only unfit option that makes sense , the airline will keep my stolen money and I will expect it to be awarded to my next flight option."

So seven months had passed and I am now trying to get my credit back from Quantas to partially fund a new ticket but Quantas has no record of this credit , asking for flight information etc. etc. which I didn't have . So back to Flight Centre ...I'm asking for flight details trying to deal with someone who seemed to be struggling with the English / Ausie language , and because he didn't immediately pick up on the line that it was my wife who the ticket was issued with and searching instead my name that I supplied at the initiation of the chat even though I had explained I was acting on my wife's behalf he then proceeded to procure an authorization from my wife to divulge the information I needed to reference Quantas's data to procure my credits. my wife wasn't available .

When I received the emails referring to the cancelation which contained a serial number I assumed this was relevant to the process and the operator affirmed this. So back to Quantas , A second attempt , again without success . Asking for flight information .

Back to Flight Centre , the serial number is relevant but only in their system , not Quantas's system so more authorization issues but luckily my wife turned up and gave authority to me , over the phone ... it really could have been anybody... !!! and they gave me another serial number and this time when I went to Quantas I got A different response , It was expired !!!

So I went to "Quantas Office"and waited again in queue and in a while an operator greeted me and after a brief conversation explained that the fare had been canceled due to non attendance of the flight .

NON ATTENDANCE !!!!

So now I'm furious.

So back to Flight Centre , and the operator passes me onto the next level up after being repeatedly interrupted while trying to explain what has happened. The next operator tries to insinuate that I didn't reply adequately to the emails they had sent regardless that I had the emails showing that this was no so... and the default being if not responding within 3 days it would be given due process , the money going to Quantas in the form of a credit .

So eventually I procured a Ticket for my wife after 5 hours of painful discourse. They deducted $110 from the credit even though they didn't seemingly disclose anything with Quantas and an extra $30 to book a new ticket

So from a credit of $295 and buying a ticket for $441 , my out of pocket expense was $291 and 5 hours of frustration .

So there you have it!!! this is what can happen if you make a mistake with the Flight Centre.

I wouldn't wish a blunder on anyone after my experience .

Dont bother with Flight Centre if you have any complex, or even simple medication requirements. My partner and I booked an overseas holiday, and declared the insulin dependant diabetes my partner has to Flight Centre as part of their health insure (which is very expensive in comparison ro other companies). Most reasonable people would know that… Read more

Insulin requires refrigeration when not in use. Flight Centre booked a hotel for us which we later found out did not have in room fridges.

1. What cheap arse hotel doesnt have a fridge available??? How much of a kickback did Flight Centre get for booking this "new hotel for them"

2. Flight Centre have forced us to book another hotel and have not offered a solution more than 10 days after advising them of the issue. They claim the accommodation is non refundable, despite their obvious mistake.

Moral. If you have a medical problem, take their quote and book it yourself. Their staff are meant to be professional, when they are simply motivated by Greed