Flight Centre Travel Group
Reviews and Complaints

I originally had flights booked for MEL - LAX in April 2020. The flight was cancelled due to COVID-19.

From there, I requested a refund which was rejected, twice.

Over 8 different phone calls spanning over 12 hours of discussing options with Flight Cntre staff and waiting on hold, finally I was able to use the flight credit to book a flight from MEL - MCY for May 2022.

Upon arriving at the airport, I could not check in to my flight. The Virgin Airways staff requested I call the Flight Centre 24/7 Hotline - the consultant could not explain why my booking had been cancelled or why no staff member had contacted me to inform me of the changes. This consultant said my “booking had been cancelled, and a refund had been requested in its place.”

I had not spoken to, received any email or had any voicemails from Flight Centre since I had successfully booked this flight.

I then had to pay an increased rate for a last minute flight at the airport from Virgin Airways ticket desk 30 mins before my flight departed.

I am appalled, disappointed, and completely dissatisfied by the treatment and service I have received from Flight Centre over the last 5 months navigating this flight credit issue.

Hello,

Following up on reimbursement on cancellation due to Jet Star Engineering Problems.

Been so so long and want reimbursement.

Please contact me: [protected] or greg.[protected]@burbank.com.au

Flight JQ711

Melbourne to Hobart

Thurs 14 April 2022 5.25pm

Jets star cancelled flight due to engineering

Been far too long waiting on reimbursement

Email me or call me but reimburse me.

I had booked a return flight from Sydney to Kochi under flight center booking ref: [protected] with Malaysia Airlines Airline Reference: 56MY68 on Sunday 24 October 2021and total amount paid AUD1280.37.

on 26 Dec.2021 I got a notification from Airline Your Booking has been cancelled and advise to contact your agent to provide you with reasonable flight deferment and rebooking options. I contact agent through phone flight center local outlet for rebooking unfortunately unsuccessful as last option I use online cancellation.

on 16 may 2022 I have received $732.76 a reduction of $547.61. No Notification about reduction.

Cancellation fee is not applicable because I am not cancelled my flight Airline cancelled for there on route problems. there were no Covid-19 pandemic.

as I traveled on same date with Singapore Airline.

Kindly requesting to refund my paid amount in full.

Please find the booking cancellation notification from Malaysia Airlines,..

Booking Cancellation Notification..

Booking reference:

56MY68..

Dear Thresiamma Charamkulam Joseph...

Greetings from Malaysia Airlines and thank you for booking your flight with us. While we understand and appreciate the importance of your travel, we have unfortunately had to cancel your flight as below, due to recent developments/movement control restrictions enacted to curb the spread of the Covid-19 pandemic...

BOOKING CANCELLATION INFORMATION..

From

To

Departure

Arrival

Flight

Booking class

Kochi COK Kochi International

Kuala Lumpur KUL Kuala Lumpur Intl

00:35

07:25

MH109

Q

Apr 25, 2022

Apr 25, 2022..

We apologise for any inconvenience experienced and would like to inform you that we have enhanced our flexibility to provide you with reasonable flight deferment and rebooking options.

For assistance with your cancelled booking, please reach out to us via any of the following channels;

If you made your booking through a travel agency please contact your travel agent with your service request

If your booking was made directly with Malaysia Airlines through one of our booking channels, you may either reach out to our Malaysia Airlines Global Contact Centre or visit any one of our Ticket Offices. For a complete list of all Malaysia Airlines offices, please click here: https://www.malaysiaairlines.com/my/en/help.html

If you are traveling out of Europe or the United Kingdom, please view this link for the options available to you; https://www.malaysiaairlines.com/uk/en/advisory/booking-and-travel-flexibility.html.

If you have purchased travel insurance during your booking, please contact the travel insurance provider i.e. Cover-more, directly for a refund or revisions to your travel insurance policy.

We apologise once again for any inconvenience experienced and thank you for your continued support.

Malaysia Airlines

Supposed to get a full refund on a flight. Told take 6 weeks, now over 8 weeks. Emailed the person involved with my booking on 8th March about refund. Now 21st March & still no reply. Rang store several times,no one answers, put on hold & eventually voice over said leave your number & someone will get back to you. Never Happened.

i have been trying to fly to Western Australia and have had to cancel twice because of covid that's not the issue. The issue is i have called about 3 different times to book using my credit, the first guy told me that because it was an online booking originally that i had called a store and they cannot do it. The second person answered and i was told they were too busy to take my call and took my details to ring me back (which never happened). the third time i was on hold for a long time and this was the online booking people and they told me that because the credit was sorted by a person instore that i had to contact them! is this not the same company? does the extra money that i will inevitably have to pay not go to the same place? this has made me very mad and rethink ever using this company again! not only has this been an emotional time as i have been unable to see my family, being treated like this makes it that much worse!

I booked a 2 week vacation in Zanzibar from South Africa to avoid the quarantine in another country. The quarantine rules changed a week before we were to leave. I inquired about paying the cancellation fee as mentioned by Flight Center only to be told that they can't do anything as they are reluctant on the agent they are dealing with in Zanzibar terms and conditions.

All Flight Center is doing is avoiding any kind of responsibility and liability by referring to 3rd party T&C. this should be relayed to the customer for approval.

There were numerous other complaints amongst other guests at the same resort regarding Flight Center.

Will not be using Flight Center in the near future.

Hi there,
I put down a deposit for a trip that was supposed to take place in August of 2020. It was rebooked for August 2021, but cancelled due to COVID. I have tried numerous times to contact someone in regards to my refund. I have been in touch with the agent Lindsay Adler from Burlington Ontario, who keeps telling me that she keeps requesting the refund for me, however she will not give me any more information to allow me to escalate the case myself, nor will she give me any other contact information to go higher up. I would really appreciate a response on this as soon as possible, as this is a large sum of money to be continuously waiting for. I would like to get this resolved so that I can continue to be a customer of yours.

Michael Lojzer
[protected]

Booking number 11297250
I had flight booked to Perth April 2020
Due to Pandemic these were cancelled and offered credits
I did receive a letter about my credits, As I had flights with Qantas and Virgin the letter stated I had until 31st December 2021 to re book so I didn't read any further, recently I looked at the letter and realized that Virgin flights had to be re booked by the 30th December 2020/ WTF.. Their were still some travel restrictions around December and I thought I had extra time to rebook, so now it seems I am out $660.00 . I would like a full refund as this is ridiculous, I have tried several times to call flight center only to be on hold for more than 30 minutes. I work and cannot just book holidays to suit and then find out I would have to go into lock down or take a further 2 weeks for quarantine. The world is different now and frankly I am scared to fly and find myself in a lock down or having to suddenly quarantine. Today Brisbane is in Lockdown due to Covid 19 things change constantly, I would like to have my Qanta's flights refunded to because god knows when I will be comfortable to fly out of state in these times. I understand that Flight center is busy but hey their should be someone who can deal with these types of calls and not to be on hold for more than 30 minutes.
Kerry Webb
[protected]

Booking Number: Q22668725

Hello,

I am very dissapointed with the service provided by flight centre. I elected to book my trip with a reputable company for the assurance that in incidents like these this would be handled professionally and this has not been the case.

Due to the epidemic I cancelled my trip with my agent on the 24/03/2020, shortly after this she was made redundent. Heidi Garland sent me a email advising of this and provided me with another contact Emily. My land base activities was received by flight centre 20/04/2020.

Emily then was made redundent without any notice and I was left looking for someone else to support me for a week.

5/5/2020 Kiera advises she will lodge refund for internation flights through Virgin, these funds not received by your company.
I am yet to received my refund of approx. 15, 000 which you have in your account. Why am I still waiting for funds.
I have lost my job due to this epedemic and need these funds returned urgently and am frustrated that I need to go to these lenghts to obtain MY money which is sitting in YOUR account.
Without resolving the debt owed to SKYE I am unable to refinance my home loan and am now in the position of losing my family home.

I need the customer service to improve, my funds to be returned and I need to be confident that my international flights refund is been followed up and my American internal flights are all changed to e-credits. This is a lot of money.
I am not confident that this is this case and am having to make frequent calls which the response is bliase to say the least.

Please esculate this matter urgently.

Regards,
Andrea

15th December 2018
Flight Centre Travel Group Ltd
Southpoint, 275 Grey Street
South Brisbane
Queensland
Australia - 4101

dear flighcentre
re: trip to hawaii 30.08.2018 to 03.10.2018 - pearl hotel waikiki.
we have used your offices over the last 9 years to book our accommodation & airfares and this was the first time that we were not happy with your selection.
we are very disappointed with the accommodation that was selected for us during our stay in Honolulu.
we found the place to be very run down, the air conditioner was not working, and we had to move rooms on several occasion which made our trip very unpleasant.
we were locked out of our room several times. The fumes from the smoking from the other rooms, drifted into our room and it made it very uncomfortable as we requested a non smoking room.
we were forever complaining about the noise, smoking, birds, television not working, fridge missing several shelves, the toaster was replaced 5 times and it was not replace, the playstation, the last straw was when we noticed a leak on the celling in our bathroom above the lavatory etc. to the management but our issues were never resolved, until we demanded to see the manager and showed all our video evidence and it was finally rectified.
we were also charged a usd$20 plus tax amenities fees on a daily basis during our stay. We should have been charged usd$18 per day as advertised. total out of pocket expenses was usd$691.00 and we believe that we were given a discount of usd$180.24
we could not use the balcony due to the mess created by the birds and no one would clean it, we requested countless times but no action was forthcoming.
this is not a reflection of your help but of the hotel, it has festered for quite some time and now was the time to express our disappointment.
we were looking forward to organise our 10th consecutive year to hawaii with you due to it also being my 60 year and was hoping to stay for a longer period, but this experience has damped our plans.
we did speak with flight centre at rockdale about our experience, they in turn passed it on to management but we were advised to put our complain in writing.
my partner was so distressed with this trip particularly the management which in turn made the trip for me very disappointing.

regards,
john christie
po box 26
peakhurst nsw 2210

My name is Michelle James booking number #Q16813001 I booked through Flight Centre Northpark SA with Georgia Scown then with Jess Jacobs.
My complaint is with Jess Jacobs, and her attitude towards myself and her job.
my partner and I travelled to New Zealand on 23/08/2018 on the 24th I noticed that my pick up time from my hotel was incorrect. Three weeks earlier the flight I was booked on from the North Island to the South was cancelled and we were put on a diverted one, as this was all that was available we took it how ever Jess failed to contact Pacific Destinations to inform them of the change. I emailed her concerning this with no response at all. Trent from Pacific Destinations was very helpful and told me he would issue me a refund on the shuttle and for us to take a taxi which we did. I've yet to see my money or hear anything regarding it.
The next issue concerns our accommodation in Queenstown on 01/09/2018. We were booked into the Breakfree The Point. However we were already in a nice hotel the Heartland, close to town (5 minute walk) and this was our fifth hotel in 10 days and instead of moving we wanted to stay where we were, as the Breakfree was 2km out of town, we had no transport, it was an apartment with no restaurant and no shops close by to purchase food from. I contacted the Flight Centre emergency line hoping they could help me, they couldn't, I spoke to a lovely lady called Taryn who did her best to contact Jess with no luck for 4 hours, she wouldn't answer her phone or reply to emails.
Jess finally called me 4 hours later and her attitude was disgusting. I understood that I couldn't get a refund on the first night at the Breakfree but we were booked in for two and don't understand why something couldn't be done about the second, she couldn't book us back into the Heartland because by the time she returned the call the allocations were gone, but for me it was the way she spoke to me that has very seriously upset me, I'm a 44 year old woman who works bloody hard 45 hours a week this was my first real holiday in 6 years my partners first holiday ever and to be told "you signed the invoice there's nothing I can do you should have researched the property yourself". Are you kidding me that's why I engage a travel agent.
She then went on to blame Georgia and the vendors and again insulted me by saying "We cant be expected to know every hotel in every location that's just unrealistic." No kidding but perhaps the agents should research the properties before booking them after all isn't that their job, not to be rude and offencive to paying customers. Ive had no contact since 01/09/2018 from her even though she assured me she would get back to me, what ever!
I want my refund for the shuttle transfer then I will never deal with this company again.

Good afternoon
I phoned My adventure store or so I thought in January and I instead found my self talking to Chantelle who said she was with Escape Travel in Parramatta and she could help me with my inquiry. I explained to her my issue which was I had paid a deposit with Kimberley at My adventure Store in Melbourne to go on a Gadventure tour in 2017 to Botswana but had cancelled it but I still had a deposit paid which I hoped to use with another trip with G adventure.
I had chosen a trip in India which involved a cruise down the Ganges called Explore North India and the Ganges Booking file number 1187424. She had no work to do because I told her exactly the trip I wanted to go on.
It took a while for her to confirm this. I asked her to look for flights for me and she gave me some options and offered to book hotels for me in Bangkok.
I found a cheaper fight with Thai departing Melbourne on 11th July and thanked her for her offers and the flight information that she had found..
I thought I told her I was a great traveller and away often. I think Escape Travel amalgamated with Flight Centre somewhere along the way. I assumed perhaps wrongly that since she had taken over this deposit from Kimberley that she had my details
I went overseas on 13th April and returned on 21st May. During this time Chantelle claimed that she had been trying to contact me and finally according to her she obtained an alternate email address from Kimberley and I received her email requesting that I urgently pay for this trip or Gadventure would cancel it. Chantelle said she had been tyring to contact me since the beginning of April on both my phones.
I explained via email from my cruise ship that I only had access to wifi and that my phone was in flight mode and I had not received any of these alleged calls.
I might add I had not known the urgency of this payment and told her I would pay on 21st when I returned home. This was not suitable to her so I sent 8 emails containing the numbers of my credit cards to affect this payment because I was somewhat nervous send these by email on one hit..
I returned home to find that she had sent a text message to my mobile phone on 28th April and an email on 19th April. There were no messages on my home phone when I returned to confirm her many efforts to contact me from the "beginning of April".
I complained to Chantelle about all this and her poor service but she rejected this. She claimed that she did no know I was away. I thought that there was still 6 weeks before I departed and that there was ample time to pay and told her this.
I told her I would complain to you about this on the basis that poor service should be reported
She was disappointed and said she prided herself on good service.
I received two vouchers after the payment from her but no notes, no itinerary, no advice about visas etc at any time. I guess she thought I would look this up for myself but since I engaged her I expected she would do this for me.
I should have called Gadventures direct but thought I would engage the girl with whom I originally made the booking for Botswana who worked at My adventure store here in Melbourne.
Instead the call diverted to Chantelle.
My name is Lynette Mayer 513/55 Queens Road Melbourne.
[protected] and [protected] and [protected]@yahoo.com.au on my home laptop or the address on my phone [protected]@yahoo.com.au. The former address Chantelle had. What if I was a novice? I would be in the dark about visas etc or any other advice.
Thank you
Lyn Mayer

FLIGHT CENTRE; Escape Travel; Student Flights; Travel Associates; Cruise about; Infinity Holidays = are in the Business of Unethical conduct; Deliberate deception & severely lacking in Honesty/Integrity whom provides Inaccurate visas requirements; Deceptive airfare changes rules; False hotel information; Distorted 3rd party Flight Centre Travel Group SUPPLIER details; Misleading advice to Clients; Ineffective in Resolving complaints; Senior Management have zero Leadership attributes; Displays Inferior competence & Covers-up Flight Centre travel agent's Deliberate Misleading advice to Clients…..….. HENCE gives the travel agency industry an Untruthful image & brings the Flight Centre Travel Group into Disrepute…..

Flight Centre Travel Academy instructs their travel agents to say whatever BS it takes to Close the sale with Clients and will Only pick Airlines/Third parties whom give Flight Centre the Highest Commission…..

You only have to observe at your Local shopping centre that have Flight Centre Group offices - which are mostly always Empty for a Reason…..

Flight Centre 24/7 Support from Overseas is Non-existent as no one answers the Phone; it is Not a Reverse Charge call & No Email address provided - Flight Centre make it Deliberately difficult to access any Support when You are Overseas…..

Recommend Avoid travel agent Chains such as - as these Companies are only interested in Quantity/Turnover where Clients are just another number as Flight Centre have absolutely No interest in Quality nor Repeat business…..

If you want to save yourself from much Heartache - for your future Travels recommend you find a Independent/Boutique/20+ years Experienced travel agent in your local area whom actually treat you as a Person; are Quality driven in terms of customer service; and genuinely Care about their Clients whom would Return as a Repeat Customer.

Booked flight to Scotland on [protected] with flight centre Karrinyup W.A. paying $589.00 for cover more insurance only to have to cancel that booking end June 2017 due to husbands diagnosis with cancer.All paper documents plus signed Dr certificate were taken to Karrinyup Flight centre and was confirmed they would lodge it for me.Today I rang cover more as I keep getting told no refund because flight centrre are waiting on policy number from cover more to be told that flight centre has never requested a policy at all for this trip. A mistake was made by Holly Hyde at flight centre when she booked our trip so someone needs to be held accountable as we have been waiting for three months for this refund to keep getting fobbed of is not acceptable. Please help us to achieve an outcome. Much appreciated. Valerie Howe [protected]

FLIGHT CENTRE & ESCAPE TRAVEL in Australia gives the Travel industry an Appalling image & Incompetence whom implements Worst practice sourcing strategy bringing the Agent industry into Disrepute - THEY:

• Misrepresents staffing information;
• Misleads advice to clients;
• Ineffective in resolving complaints;
• Senior Management having zero Leadership attributes
• Insult people’s intelligence;
• Humiliates people in front of others;
• HR department Displays Inferior competence;
• Incompetent senior management = no idea what they are doing
• deliberate & Unethical conduct;
• severely lacking in Integrity;
• Inaccurate advertising; plus
• Flawed supplier processes;

FLIGHT CENTRE as a Group of Companies preaches its Values & Traits on their Website & TV Advertising = it's all only just Lip Service as their employees & in particular its Senior Management do not walk the talk. Clients are Only treated as another Number & they have absolutely No interest in Quality nor care about how they treat people.

If you want to save yourself from much Heartache – find a Travel Agent for whom actually treat you as a Person; are Quality driven in terms of customer service; and genuinely Care about their People - as this definitely does NOT exist at all from FLIGHT CENTRE.

Lauren edwards and flight centre in australia gives the travel industry an appalling image & incompetence whom implements worst practice sourcing strategy bringing the agent industry into disrepute - they:

• misrepresents staffing information;
• misleads advice to clients;
• ineffective in resolving complaints;
• senior management having zero leadership attributes
• insult people’s intelligence;
• humiliates people in front of others;
• hr department displays inferior competence;
• incompetent senior management = no idea what they are doing
• deliberate & unethical conduct;
• severely lacking in integrity;
• inaccurate advertising; plus
• flawed supplier processes;

Flight centre as a company preaches its values & traits on their website = it's all only just lip service as their employees & in particular its senior management do not walk the talk. Clients are only treated as another number & they have absolutely no interest in quality nor care about how they treat people.

If you want to save yourself from much heartache – find a travel agent for whom actually treat you as a person; are quality driven in terms of customer service; and genuinely care about their people - as this definitely does not exist at all from lauren edwards and flight centre.

Karma catches up with every human being – so when the flight centre travel group stock market crashes by more than 66% with the global financial tsunami looming very soon, hence, financially days are numbered = bye bye flight centre!

I called Flight centre to get a quote for a flight from Halifax to Ahmedabad. The rep sent me a quote but it was a bit pricey. I called the rep and suggested that there is a better itinerary on flight hub but for a long time she was not able to find that flight. Eventually she was able to find the itinerary but to price match, she had to call the call centre . This all happened on Saturday evening at around 6 30. I didn't receive any call that night. Next morning, i called flight hub and the rep was ready to match the price on flight hub. However, the price i saw on flight hub was less than what she was quoting. I asked her if i can send her a screenshot but she was not listening. I asked her how do i get the price i see on flight hub and she said she can't give me that price and asked me to book on my own.She didn't even tried to double check if it was her mistake. I have booked previously with flight centre and was hoping for same experience. Not satisfied with the customer service provided.

Flight centre; escape travel; student flights; travel associates; cruise about; infinity holidays = are in the business of unethical conduct; deliberate deception & severely lacking in honesty/integrity whom provides inaccurate visas requirements; deceptive airfare changes rules; false hotel information; distorted 3rd party flight centre travel group supplier details; misleading advice to clients; ineffective in resolving complaints; senior management have zero leadership attributes; displays inferior competence & covers-up flight centre travel agent’s deliberate misleading advice to clients…..….. Hence gives the travel agency industry an untruthful image & brings the flight centre travel group into disrepute…..

Flight centre travel academy instructs their travel agents to say whatever bs it takes to close the sale with clients and will only pick airlines/third parties whom give flight centre the highest commission…..

You only have to observe at your local shopping centre that have flight centre group offices – which are mostly always empty for a reason…..

Flight centre 24/7 support from overseas is non-existent as no one answers the phone; it is not a reverse charge call & no email address provided – flight centre make it deliberately difficult to access any support when you are overseas…..

Recommend avoid travel agent chains such as - as these companies are only interested in quantity/turnover where clients are just another number as flight centre have absolutely no interest in quality nor repeat business…..

If you want to save yourself from much heartache – for your future travels recommend you find a independent/boutique/20+ years experienced travel agent in your local area whom actually treat you as a person; are quality driven in terms of customer service; and genuinely care about their clients whom would return as a repeat customer.

Flight centre travel group and lauren edwards are in the business of unethical conduct; deliberate deception & severely lacking in honesty/integrity whom provides inaccurate visas requirements; deceptive airfare changes rules; false hotel information; distorted 3rd party details & misleading advice to clients…..
Lauren edwards gives the travel agency industry an untruthful image & brings the flight centre travel group into disrepute…..
Flight centre travel academy instructs their travel agents to say whatever bs it takes to close the sale with clients and will only pick airlines/third parties whom give flight centre the highest commission…..
You only have to observe at your local shopping centre that have flight centre group offices – which are mostly always empty for a reason…..
Flight centre 24/7 support from overseas is non-existent as no one answers the phone; it is not a reverse charge call & no email address provided – flight centre make it deliberately difficult to access any support when you are overseas…..
Recommend avoid travel agent chains such as flight centre; escape travel; student flights; travel associates; cruise about; infinity holidays - as these companies are only interested in quantity/turnover where clients are just another number as flight centre have absolutely no interest in quality nor repeat business…..
If you want to save yourself from much heartache – for your future travels recommend you find a independent/boutique/20+ years experienced travel agent in your local area whom actually treat you as a person; are quality driven in terms of customer service; and genuinely care about their clients whom would return as a repeat customer.