Flight Centre Questions & Answers
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Awful experience! Call Centre is overseas which they don't seem to know how to respond to complaints and resolve issues. Our flight was rescheduled, rang the 0800 number, did not come up with a solution but to call directly the airline, which I don't understand why because I did book at flight centre, so they should be ones to assist me. Now our return flight is still uncertain at this point. Have emailed the airline directly but not sure if this will be resolved. Just a crappy experience.
Sorry to see your booking was affected by a time change Anna. Unfortunately when these occur - they are made by the airline, and are out of Flight Centre's control. If you're affected by a last minute time change, often communicating with the airline will be your quickest way to resolve & find an alternative flight, Otherwise, our 24/7 assist team can help with this on either of the below numbers; From IN Australia - 1300 131 600 From Outside Australia - +61 7 3083 6452 We will be sure to take your feedback onboard, and manage internally as appropriate.
Can anyone tell me if Humm Interest free can be used to book flights online through Flight Centre? Or must it be used in the designated store? I made enquiries at our local Flight Centre and really not impressed with the service
Hi Jojo, Humm Interest Free can be used instore at any Flight Centre store. Our teams would love to assist for you, so if you'd like to check out your other local store options, you can use this link to see your closest options; external link
Complaints email address please for flight center.
Looking to book online for flights Adelaide to Phuket return. Flights are with Virgin Australia ADL - MEL and Singapore Airlines MEL - SIN/HKT. I did a mock booking and nowhere did it allow me to select seats. Does this mean that I have to book Seats after confirming payment with Flight Centre and will there then be an additional cost for seats on top of the this price ?
Yes mate we ended up going into flight center and the service was way better.would not book online would go into a store the price was the same. You will also be able to get them to book your seats if they are available.
Booked and paid for a trip in April of next year. We were told that FC don't hand out the actual tickets for the flights. Also, the itinerary is on a quotation, Not an invoice. Please explain your reasoning for this.
Hi Darren, apologies for the delay in getting back to you! Closer to your travel date, you will receive travel documents (booking confirmation) for your trip, but you are correct, these will not be the tickets you use to board your flight. Those are provided to you at the airport upon check in, and will be printed with your boarding gate & time. If you have any questions about this, I'd recommend reaching out to the agent you booked with to confirm when you can receive your booking confirmation documents :)
I have flight credits re Covid cancellations. As my son has terminal cancer and I’m his caregiver it’s not been possible for me to travel previously or in the foreseeable future. I request an extension or a refunds on these credits. How do I go about this. Don’t suggest I go to one of your flight centres as its impossible to get into them unless you pre book an appointment which is ridiculous. Original flight reference Is 22467228. I await your reply, Colleen Kitto
Hi iam waiting for refund from a flight that was cancelled back in march 2020 yes two and a half years ago. Rang flight centre on many occasions to be told they will look into it never to get back to me same have just hung up on me after speaking with them and telling them what the problem is . I am sick of the run around and disrespect for the customer two an a half years is beyond the joke . Please direct me somewhere where I can get this resolved without calling for over a hour and waiting for someone to answer
My advice would be to contact Consumer Protection - Flight Centre needs to be shut down, have you read all the other reviews about similar situations that have happened to other people. The more complaints that are made against them the more likely there might be some chance of getting your money back and save others from experiencing the same. They will likely directly you to their online customer service form which will send you just as crazy as phone calls do.
I’m in a similar situation! They refuse to refund us our tickets and the airline that has the credit only flies to certain overseas destinations that we no longer have the time to travel to due to work and caring responsibilities.
Can you please tell me why the phones are never answered in the store? I have tried for two days to contact my local store ( Rockingham WA ) to make a payment on the quote I was given three days ago to no avail either by phone or email? Never had this problem before?
How do I contact flight centre by email?
How is flight center still operational? There is zero support for customers of any kind, Actually ZERO! Every form of contact will have you directed to another, literally every form of contact, over 20 hours spent on the phone to change a flight, increase has more than tripled so far and still nobody nobody help
I have been informed. That due to staff staff shortage. Flight centre have turned off all the telephones. Physical visits only
If I book an extended itinerary to Indonesia ( padang) with you - can you use some credit I have by jetstar voucher towards this for the Jetstar legs ?
I've had a sales person tell me that because I'm booking a multi-city flight (just two ways, returning from a different state in the US) that I have to get the Captain's package $99/pp.
I queried it and requested a policy but they said "It is compulsory if you want to book with a consultant" and gave me this alternative: "The other alternative is I charge you $99 per person as a flat booking fee and you receive no assistance from me. This is the same process with consultants in all stores, with some of the more experienced consultants having a much higher service fee."
Is this legit? I thought they already took a cut of the ticket price and were paid commission. I can't find anything online to suggest that the package is compulsory or that I have to pay a staff fee.
Has anyone who actually had a credit with Flight Centre actually had their funds refunded? I've had lie after lie from this company (even false refund receipts sent from them) and still yet to see a refund. The only thing they seem to be good at is not returning calls and emails and scamming people out of their money.
To answer your question , I don't think they ever refund but rather give you a credit for another flight. I finally had a response today after contacting the Flight Centre Customer Relations who were actually very helpful. Up until this point I was very frustrated and thought I was being purposefully ignored about my flight credits.
There are hundreds and even more people on here who are at wit's end to get their money back The answer on this site says "Get in touch with Customer Relations they may be able to help you out" Passing the buck, I am sure they got nowhere doing that, and thats why they have listed their complaint here. I would never ever ever use Flight Centre again - Terrible experience, take your money and then your on you own
Agreed. They are literally hopeless to deal with. Ive actually bever had an issue previously. Tgis has been a whole new level in hopelessness.
My issue with them was over 2 years ago, before Covid Would never never ever deal with them again Once they have your money banked that's it I hope they all go broke
They’re charging a “$20 booking fee” to book in store and quoting more than what’s advertised online
Totally agree; we were told that it can take up to 6 months for a refund Jet Star processed in 14 days?!?! Work that one out?!? I will NEVER use this UNETHICAL organisation ever again!!
Thank you for this, I am glad I read this and the reviews here. Because I was about to make a booking on a flight through flightcentre website, but I changed my mind once I saw the reviews here.
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).
They’re charging a “$20 booking fee” to book in store and quoting more than what’s advertised online
Why is Flight Centre not refunding straight away when funds received this is law you are breaking?
Because they are making a load of interest on everyone's money!
They have had $8900 of ours for almost a year now. American Airlines sent the money to Flight Centre in August of 2020 and we are still waiting to be reimbursed. It’s beyond criminal.
When are we to receive our money? Australian government has given you $900 millions of OUR taxpayers money and you make us wait for OUR money. If that is not Thieving what is? are you waiting to "disappear" and come back with another name etc...we will know and never use any of your subsidiaries either.
They are so dodgy holding our money clearly going into bankruptcy
Perhaps we can think about some strategy to get back at them, aka, getting all of us to their shops and getting all information about trips and trying to get at least 1 hour talking . We could do this all of us, waste their time just like they do to us. Just an idea. Have you put your claim through your credit card provider, i have, i believe it is going to be the fastest way. Waiting here, sitting duck for 5 months now. We are a great deal of people waiting, if only we start acting like them, making them waste their precious time. take care
I would love A Current Affair to do a story on how they are lying to us about our refunds. Telling us our money has been received form the supplier and asking us for our bank details, then giving us false lead times of 5 to 10 days we should see the money in our accounts. Its been 4 weeks and I still have not received any money, I ring everyday and they keep saying it should be any day now. I don't even think they have processed it, it doesn't take this long for money to be transferred to a bank account. How can they think anyone will ever deal with them ever again?? This is ridiculous!!!! This covid situation is stressful enough without them lying to us on top of it. We are not stupid!!!
Hi Pia, Current affairs actually did a story about this mum who bought for her daughter and her a gift of a cruise i believe it was a $10000 cruise, was cancelled and no money back/refund. That is Flight Centre as well, they owe me over $7000 and after following their advice to buy KLM tickets back home from EU, KLM left us stranded at the airport and finally have to spend nearly $7000 to get us back home. All my savings went and needed to use my credit card. Flight centre is just the pits...want to bet the CEO is not on job keeper, right? cheers
That article that the CEO did with channel 9 was the biggest lie ever, they have my intrepid refund and are refusing to do a partial refund for me as that is not their policy even after he got on TV and stated that ALL partial refunds are sent back to customers and not held onto by flight centre... Ahh I have emails after this interview from your staff stating otherwise buddy! Have given them a lot of money between myself and my family over the years but we will never use them again after this. I understand the stress they are under but the communication and holding onto my money that has already been refunded to them for no reason is just to dodgy to ever trust them again!
Hi Leanne, haven't seen this article with channel 9, yes i assume lies and more lies. There is only one good reason for them to be sitting in our money, they are THIEVES. First time using them to go to EU for the first time in 30 years...and what an experience that was....paid Flight centre $5000 for our initial trip, then another $5000 to get us quickly out due to corona (left stranded at airport) and paid nearly $7000 for another set of tickets that brought us home to Australia. Since March they are saying they will give us vouchers, we refused, then they will get us refund (still waiting) thieves. we put dispute with credit card still waiting. keep strong .
It is terrible, and when you look at the reviews it is throughout the company it is not just coming out of certain stores or staff it is the whole company and whole culture. After 13 weeks of waiting to hear about my Qantas refund I touched base via email and I literally received an email from the manager of the Bateau Bay store I booked through saying she believes it has only been 11 weeks and she cannot chase my refund in any case and it will come when it comes. The customer service is so terrible! They have had my refund sent from Intrepid Travel since 15.05.2020 and refuse to even start the process of refunding it to me, it is over $4000 on its own!
Hi Leanne, i hear you loud and clear, same here, im owed $5000 plus half of other trip we couldn't use, over $7000...all paid with my credit card and accruing interests. I booked from a store here in Sydney, same rubbish.....maybe a Class Action with all of us will wake them up? i know the Rubi Princess people and family have started a Class Action with a company, no win no fee...that was horrendous, leaving people to die on that cruise, just horrendous.
Is anyone else STILL struggling to get answers/ refunds from Flight Centre? We paid the extra for cancel for any reason travel insurance through them and had meant to be travelling in May. Of course all international travel canned in March and we were told the 12 weeks story. I understand the high demand given the pandemic but now nearly 5 months later and still not a single cent returned to us and the continued (quite rude) response from flight centre has been they whilst they are waiting only on our flight refund they will not chase it up in any way at all. CoverMore say they can’t do anything to assist until they have the claim lodged by flight centre. Flight centre won’t lodge the claim without 100% if refunds from suppliers - but they won’t bother chasing up those refunds for you. So where does that leave us the poor consumers who are thousands of dollars still out of pocket!!!
Good luck.
I have had a partial refund.
Although I was told one figure... and low and behold it lobs 250.00 short.
It’s tiresome but keep at it
Hi Amy.. not sure what area you are from but CHELSEA from Runaway bay was fantasc . She looked after us so well an was so uhkind and very brigh
I'm waiting for return of my fare for COVID affated flights (Malaysian Airlines) since May 2019
Amy. Chelsea from flight centre Runaway bay never gave up. They had our money from march 2019 as we were to leave march 23rd 2020. This week we got a call to say they had agreed to pay it in full so even though I am sure we will wait for months we will get the money back. I Then rang the insurance for travel and had no problen. They said it will go in to the bank. Hope you get good service like we did. Cheers
Amy i am in exactly the same position!!! Covermore cany do anything until claim is lodged and flight centre keep saying they are waiting on the airline. You cant even go through another flight centre branch. It is ridiculous!
Lodge a claim with the ACCC, you are entitled to interest on your money the longer they hold it the more interest. A class action is headed Flight centres way for breach of contract should they keep people's money, lodge a dispute with your MP and with the courts you can get a fee waiver from the courts.
Just interested as to when Singapore Airlines is up up in sending their refunds back to FC. My flight was end of May...are they close to processing this date?
sorry we can not help as we were booked on a cruise Peter
Hi ,my flights were early April and still nothing , Get told that the singapore airlines still has not refunded and are only up to March ,I first contacted Flight Centre in March ,We are going into August ,getting a little ridiculous
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