Reviewer Photos & Videos
Do not book with these guys!!!
I was emailed saying I would have a refund within 14 days, now that the 14days are up I am told my refund will be made in either 12 weeks or 6 MONTHS!!!!! On top of this the call center hung up on me!!!! This is a disgusting service and hope that NOONE makes my mistake and book with them!
Adelaide Flight Centre
Good Morning! My husband and I booked a 2 week holiday at the 2019 travel expo with Elise to Koh Samui with an overnight stay in Singapore. Elise was so helpful in arranging the change of flights, accommodation and vip lounge vouchers. Unfortunately travel had to proponed because of the Covid virus. Elise was in touch with us immediately, keeping us informed of what was available for us. When it was announced that International travel would probably not be available until late 2021, we decided to cancel and apply for a refund. Elise did this wi...th such professionalism and swiftness , within 5 weeks of cancelling, our full refund was returned to us. We will have no hesitation, once travel becomes somewhat normal again to seek out Elise at the Burnside Flight Centre for our holiday.
Flight centre online
They have no clue about their policies, They tell you one thing and someone else tells you another. Called to speak to a supervisor and there was no one in head office for two hours.
If I had to book again I would book in store as they were helpful but if you book a flight/holiday on line or over the phone they cant help in the store with an issue.
Extremely unfair refund policy
Haven't gotten a single dollar back from return flights to Melbourne. Payed addition fees to push the flights back to later in the year which was a complete waste of money. Many phone calls later, waiting for over 20 minutes at a time I was able to get some of my flights back on QANTAS credit. However I cannot use it for hotels or anything other than a flight ticket which is useless to me as I live in Queensland. I am out of pocket a large amount and have wasted so much time on phone calls. Would not recommend.
Outstanding customer service experience I could recommend Jayne O'Keeffe
Outstanding customer service experience
I could not recommend Jayne O'Keeffe form Westfield Helensvale more highly, she is the most outstanding travel agent I have ever come across. Jayne has booked holidays for me and my family over the past 4 years She is incredibly efficient, proactive and no matter how challenging our holidays are she is there to accommodated us. We could not have felt more grateful to have Jayne during the start of the covid crisis in March where she worked tirelessly to cancel and change our family holiday to the cook Is...
Flight Centre Helensvale fantastic
My wife, son, daughter in law and myself booked the European trip of a lifetime through Flight Centre Helensvale Qld. Our travel advisor Jayne was incredibly helpful and when the COVID epidemic hit worked tirelessly to arrange refunds from all suppliers with the exception of one. Two packages, one to the Monaco F1 GP and the other the MotoGP at Mugello are in dispute and were booked through another company. This is a PANDEMIC and every other supplier has done the right thing,
I would recommend Flight Centre to anyone.
Name change mistake charged $300
My husband booked 4 return tickets online. Straight after he booked it he realised auto text had altered our sons first name to his. He emailed them straight away to change. He was contacted the next day by the flight centre not in response to the email but to let us know this had happened. The lady on the phone was extremely rude waisted 50 minutes if my husband's time and then charged $300 to make a first name alteration. I then emailed a complaint about this and I have recieved no reply. Next step is a complaint to consumer protection.
What a joke!
Have been contacting since the end of August to cancel flights & get a refund due to a separation & child's medical problems. Yet again ive contacted to get know where. Asked for more details in regards to getting a credit to be told id be hit with more fees on top! $129 per person rebook plus any ticket difference (paid $100 per person for original booking)... that's 7 people on these current flights!!! That's an extra $908 !!! Plus whatever difference for flight tickets! Your an absolute rip off, no empathy, no care, no communication! Oh & the change of flight time! 6:10 in the morning, i declined this offer & you still booked it as the new flight out time!
For anyone wanting to use flight centre don't do it!!!
Over 6 months and no refund. Malaysian airlines not refunded money!!! Avoid this airline !!
Hi, I have been waiting over 6 months for a booking made through flight centre, flying Malaysian airlines. Has been over 6 months since requested refund, I find this disgusting on Malaysian airlines part.. Absolutely no contact, no reply to agents, totally disgusting.? I will never ever fly Malaysian airlines again. Never ever again!!!! ,avoid this airline!! I also paid for this ticket 6 months in advance so basically Malaysian air has had my money over a year now. Very disrespectful of them .Zero excuse to treat long time customers like ...this.. I also think flight centre should be doing a lot more to pressure these low life airlines holding on to peoples money with zero intentions of refunding customers money.. Its commonly known as theft.. There is also rumors of flight centre holding peoples money!! Who do you believe flight centre or the airlines.? I want my money back !!! ….. Booking number 11042042
Purchased flights in February BUT providing T&Cs from April as why not having to refund :(
Purchased Feb/1 at Sydney Travel Expo flights from Sydney - Vancouver - Winnipeg - Toronto - Los Angeles - Vancouver - Sydney for travel on Air Canada, all on one ticket for 3 passengers.
Our Vancouver - Winnipeg flight was cancelled. NOT due to government restrictions, as there are none on DOMESTIC flights within Canada.
Flight Centre says no, it's a Covid-19 cancellation and provides me with new T&Cs from April.
ALSO NOTE that my now cancelled itinerary includes the US, and under US law requires a refund to be paid regardless of the airline'...
Worst customer service ever.
I have never seen a company treat customers so badly. Six months after our trip was cancelled and we are still waiting for a refund. Shocking how bad they are.
- Verified customer
Lack of responsibilty and customer focus
We contacted Flight centre online and was directed to Flight Centre at Marion Shopping Centre. We are from the Barossa Valley which is far away from this centre ! The first connection is already a mistake when we try to obtain a quotation for travel by train on Platinum Class. Secondly, once you have agreed to the buy from them, there is a time limit for payment, a couple of hours to pay up or the system will cancel your booking. This is simply unprofessional and lack of trust in customers. Each time we write to the agent, the email is on hol...d until the agent works again. When we arrived at the train all other guests already have the Covic forms filled ready for the police check by their agents ( mostly Phil Hoffman Travel )before entering the train. Our agent did not inform us on this and we had to download from our mobile phone last minute making the train officer really upset. We did not receive our tickets on time as it was posted too late due to whatever reasons they have. Upon arrival in Adelaide we had to pay extra for the travel from Adelaide train station to home. The experience of the train on The Ghan was great and fulfilling thanks to the service of staff and operators.
Full Refund Received with Good Service in Difficult Times
I had paid for flights to Europe and back in April quizzed Flight Centre about whether they held the funds or whether they would have already been paid to the airline. They told me back then that the money, less Flight Centre’s fee would have been paid to the airline to secure the seats at the time of booking. I believed them.
I did not cancel our flights until late June and was warned that it could take up to 16 weeks to receive the refund. True to their word, I received the refund, in full, last week.
I found Flight Centre staff exceptionally friendly, helpful and honest throughout and will definitely use them again when it is safe to travel.
Disgraceful & contemptuous conduct
Like others have said, we booked and paid for hotels & flights in January 2020. It is now September and the old line of 'waiting for refunds from our suppliers' has worn very thin. I contacted the hotels and airline we booked directly and they confirmed they have not been paid by Flight Centre. Ever. Flight Centre have been withholding our money all this time, claiming they are the innocent party caught in between suppliers not refunding them in time. Contacting Fair Trading.
- Verified customer
Lost another customer
Scoot advised us our refund was credited to Flight Centre on the 10 June. Contacted Flight Centre on the 09 July and advised it would be 12weeks till return. 15 weeks later Flight Centre is still withholding our refund. Now I’m contacting Fair trading.
No refund or credit from flight centre
Booked a flight for two from Melbourne to Hawaii for May 28 th 2020, with Virgin through flight centre. Was told by fight centre that they can only give a credit but still waiting to hear back from them. Contacted them around April, May but still haven’t received my credit or money. How long before we receive our money?
- Verified customer
Things are good
After 16 weeks we have finally received from Flight Centre a full refund for our flights to and from Europe and car hire for May/July this year (Vietnam Airline/Hertz) over ~$ 9. 000 .
It is a very difficult time for all.
terrible phone service
have been calling for a week and a half to arrange a flight using credit I have. It's been an absolute nightmare. Multiple times I've been on hold for up to an hour, then when someone finally answers it they're unable to hear me, and they hang up. Told I'd be called back with the price of the difference between my credit and the new flights- never received a call back, and when I got fed up and called back they told me they'd have to send off to the ticketing centre again because too much time had passed, and threy'd call me back. Wash, rinse, ...repeat. As well as this, they are charging me more to se my flight credit, meaning a round trip that would generally cost $400 if I was purchasing outright, is now costing me over $700, which I assume if their way of getting more money out of those of us who have been offered credit due to covid. Now it's the day before my flight is supposed to leave and I'm still not booked in, on hold for HOURS, have been hung up on whilst in the queue. Hold music is absolutely infuriating, as if the variety of excuses I've received from staff. Will never use flight centre again.
Don’t blame covid on flight centre
I see everyone complaining on here about not receiving their refunds yet.... I have had a great experience with the flight centre I booked at. I booked flights with qantas and cancelled in April, and although I have not received my refund yet they have been completely transparent the whole way through. I know from speaking to other people it is Qantas dropping the ball and not refunding travel agents, NOT flight centre dropping the ball. Everyone here needs to realise the staff at flight centre are doing the best they can with the limited resou...rces they have, and that they can’t provide refunds if the airlines haven’t refunded them yet. Would be nice to see a bit more compassion for those travel agents doing it tough copping abuse from unreasonable people. This is an unprecedented pandemic at the end of the day, a bit of patience and understanding goes a long way
Still waiting for refund
Qatar cancelled our flight in April, 2020. We then requested a refund and were told it would take twelve weeks to get the refund. After 12 weeks, in July, we contacted Flight Centre when we did not receive any communications or updates in regards to the refund.
Each time we contacted Flight Centre, we were told that they were still waiting for the refund from Qatar.
Then 6 weeks ago we were told Qatar had approved our refund but Flight Centre was waiting for it to appear in their statement. It seems quite ridiculous and a bit strange that...the refund has been approved by Qatar 6 weeks ago and Flight Centre has to date still not received it. It is very disappointing and frustrating that our request and enquiries on this refund is going nowhere even though the refund had been approved by Qatar.
Questions & Answers
When you book through the FC do they hold your money or is this passed onto the airline straight away? We booked our flights through the FC we were flying with Virgin Australia. Both companies have been unable to answer our question.
Whatever the answer is FC have made billions or multimillions by being an unnecessary third party. Their brand is completely ruined now as they will never come back from the bridges burnt with the Australian Public by not refunding. They are thinking extremely short term and if they want a future they should be fulfilling their end of the bargain by being this third party booking person they made themselves be. Otherwise, no business model. Just don't exist and let people book direct. They will never be trusted again and they have ruined their brand... Anyone who works for them should run, as they will lose their jobs in the next few months based on how the company is handling this. It is a one way trip to bankruptcy.
Why are you not taking a long term view and considering the damage to your reputation? By not refunding you are burning your bridges with the Australian Public? You won't recover from these 1 star reviews. It's a very short sighted approach you are taking to your customers by not refunding in a timely way - which makes me believe you will be bankrupt and/or waiting for a bail out from the government. If you work for them I would be looking for another job as even more redundancies are surely a certainty in the forseeable future (not to mention the abuse you must deal with daily).
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