ComplaintsforFlight Centre

• Initial Complaint

  15/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nov 4, 2023 I purchased via Flight Centre online a ******* Vacations package: 2 adults and 15 year old. The package - ************************ with unlimited access to the *********** attached to the hotel. The location was specifically purchased for unlimited access to ***********; slowly enjoying the park and ability to go back to the room. Both the ******* and Flight Centre online advertised unlimited ***************** packages; since my complaint Flight Centre is no longer showing this option. After receiving confirmation on Nov 4 I noticed that there was no reference in the email to ****** access. I immediately called and spoke to a Flight Centre agent to confirm I had unlimited access to the *********** during my stay and was told "yes"; the phone call was recorded. Arriving to the hotel on Dec 6, the check in staff told us we had no access to the park and it would cost $139US per person per day. Dec 7, I spent over 4 hours with ******* Vacations/Flight Centre reps being initially told "yes, the package included unlimited access to ****** and they would sort it out and call me back then Flight Centre staff telling me that the package included Unlimited ****** access was a mistake and "sorry" I would not get park access with vacation package; this was unacceptable and I said their actions were fraudulent. The complaint was put to a supervisor and after 3 calls with her, I said I was done arguing and even flight centre covering 2 days would be better than nothing. We could only afford to pay for 2 days (6 days was $542US each). Dec 9 they called saying Flight Centre would cover 2 days trying to get me to complete paperwork immediately. I told them I was not spending anymore time dealing with being upset for their mistakes and would deal with the issue on return. ******************************************************************************************** We paid $544US for 3 adults for 2 days + $204 USD a 3rd day experience.

  Business response

  20/12/2023

  Hello *********
  
  Thank you for bringing this situation to our attention and making us aware of the confusion around the inclusion of the *********** excursion with your vacation package.  This is very disappointing to hear, and we understand this did not get your vacation off to a good start.  For this we sincerely apologize.  This is not how we expect any of our customers trips to begin.
  
  Upon review of your file, we note that you booked on our website.  For this particular package, which is offered by ******* Vacations, there are multiple room categories.  We note that you selected the Deluxe Concierge category.  There is another category called Deluxe Concierge Unlimited ****** Experience.  While the rooms themselves are identical, the latter includes access to ***********, however, it is also more expensive for that reason.  We did a sample check of several dates and it appears the cost difference between these categories is most often about $300 per person for a 7-day package.  For your booking, this would have meant you would have paid an additional $900 to have access to the Park. 
  
  We note that while you were at the resort, you were advised by Flight Centre to purchase access to the park locally, as it could no longer be added through ******* Vacations, and to save your receipts and we would reimburse you upon your return.  At this time we are still awaiting your receipts, but we note you have advised you spent $544 USD for 3 adults for 2 days of access to the park.  This is approximately $725 CAD at current exchange rates.  You also note you purchased a separate excursion for a 3rd day at $204 USD, or approximately $272 CAD.  So in total you spent an additional $997 CAD for park access and excursions while at the resort,however, as mentioned above, had you opted for the room that included the park access, you would have paid approximately $900 more for your vacation package.  We are happy to offer you a refund of the $100 differential. 
  
  We understand this is not entirely about money however but also about the time and effort you spent on your first day trying to get this sorted, and with being provided conflicting and confusing information certainly not the experience we wish for any of our valued customers.  For this reason we are also happy to offer a $200 future travel voucher for your experience.
  
  Please connect with us directly at ********************************************* to provide your receipts and we can arrange to have your refund and voucher processed right away!
  
  Thank you again for bringing this to our attention and allowing us to review your file and provide a resolution.  We understand our clients have many choices in how and where they book their travel and we sincerely appreciate that you chose Flight Centre.  Despite this particular situation, we do very much hope there were many other aspects of your trip that were enjoyable and memorable for your family!

  Customer response

  03/01/2024

  Hello ******

  
  

  Thank you and I apologize for being frustrated this morning!
  

  
  

  Please reopen the BBB complaint #********. I did reply immediately on Dec 21 and was unable to log in and have been calling since Dec 21 to try to respond. 

  
  

  The package I purchased was for Deluxe Concierge Unlimited Access to *********** for the length of my stay, Dec 6 - Dec 13, 2023. I received the "****** ************ **** ************ ******" email which states "If there is any error in your reservation contact us immediately at ************** (or ************)." I called immediately, on Nov.4 and the agent confirmed I had unlimited access to *********** for the length of my stay. The call was recorded. 

  
  

  When I called the Flight Centre Support Centre Dec 7, I was also told in 3 separate, recorded, phone conversations that the package I purchased included unlimited access to ***********. 

  
  

  After my case was escalated on Dec 7, I was told Flight Centre could not rectify their mistake as I was already in ****** and I would have to purchase tickets and be reimbursed by Flight Centre. 

  
  

  To purchase at the hotel, the front desk could only do daily passes for $139.00US ($241.75CND) which I explained to the Flight Centre Supervisor on Dec 7. On site, ******* Vacations and the ****** booking centre were able to do 2 day passes for $181.33US ($241.75CND)  per adult; there were no options for passes more than 2 days. 
  

  
  

  The cost to purchase for 6 days would have been:

  $181.33 US ($241.75CND) - 2 day pass x 4 sets = 8 day coverage the total would have been $2900.24US ($CND) for the 8 days for 3 adults. 

  
  

  Flight Centre has stated the price difference between the packages as $900CND this is incorrect. 

  
  

  I could not afford to pay $2,175.96US ($2,900.25CND) for the 8 days for 3 adults *********** passes. 

  
  

  The difference is $2,900.25 CND- $900CND package difference = $2,000.25CND not the $97 as suggested by Flight Centre. 

  
  

  I could only afford to pay in advance another $2900CND for access to the park and therefore I purchased what we could afford; 2 days and the extra experience totaling 3 days for $997 CAD for park access and excursions. (We were only able to see 21 of the ***************** the ***********; we greatly missed out on not having ************* ****** access.)

  
  

  On Dec 11 that Flight Centre apologised for the mistake and agreed to reimburse the cost of the 2 day passes as this was all I had been able to afford to purchase. The phone call was recorded. For Flight Centre to now state they are going to reimburse only $97.00 for their mistake plus provide a future credit is unacceptable. 

  
  

  After receiving my complaint, ***************** vacations are no longer shown on the Flight Centre website. I am including the screenshot from Dec 11 showing the packages and the price difference between packages. As I purchased on Nov 4, the prices were considerably less. 

  
  

  Thank you again for your assistance with this matter. 

  
  

  Kind regards,

  
  

  ********* ********

  _______________

  Business response

  05/01/2024

  Hello *********
  
  Thank you for your response. You in fact did not purchase the room category that included ************* park access.  You purchased the Deluxe Concierge Category.  There is another category called Deluxe Concierge Unlimited ****** Experience.  Please see your booking confirmation (attached here) that was sent to you by email immediately after you confirmed your booking on our website.  There is a price difference between these two room categories.  Your category cost less and what you chose to book is what was booked.
  
  What we are not clear on is if you specifically chose the option that did not include the park access, why you called in after booking to inquire if your option included park access, when its very clear from the booking flow and from your booking confirmation it did not.  Regardless, we do acknowledge that you were provided incorrect information about the inclusions in your package when you called in.  However, we do not believe this constitutes a responsibility on our part to compensate you with free, unlimited park access for 3 adults for a week.  As a reasonable comparison, if a customer books a ********************** on an airlines website and chooses Economy class, and then later calls in to the airlines call centre and asks if they are in Business class, and are told they are, and then on the day of travel they show up and advise they should be seated in Business class because thats what they were told they had, the airline would not seat you in business class.  They would refer back to what you chose to book on their website.
  
  If you in fact did make an error and meant to select and book the room category that included ************* park access, or later changed your mind and preferred this option, it must mean that you were willing to pay the price differential noted in the room categories.  We have included two screenshots from our website that show these options on different dates, with ******* Vacations, so we are unclear why you feel this option is no longer available.  The price differential between the room categories on these dates is either $300 or $220.  This amount is per person, so if we go with the most conservative amount, this would be $300 * 3 adults = $900 for unlimited access to the park, for 3 adults, for the entire week. 
  
  If you had chosen the option that included unlimited park access, you would have had to pay $900 more than what you paid, so we feel it is unfair to now request a full refund of the amount you had to pay in destination as some of this cost would have been paid upfront had you chosen the option with park access.
  
  You advise you paid $997CAD in destination for 3 days in the park and one additional excursion, both for 3 adults. 
  
  This is in line with what you would have had to pay upfront if you had chosen the option that included the park access at the time of booking. 
  
  It is unfortunate that when your trip e-documents were emailed to you shortly after booking, and which noted what was included in your package, these were not reviewed and the missing park access was not brought to our attention at that time.  Had this been done, we could have sorted out the situation in a much better manner well ahead of your arrival at the resort.
  
  Our offer to reimburse you for the difference of $97 stands,following provision of the park receipts, in addition to the $200 voucher we also offered for your experience.  We will not be reimbursing you for days of park access which you did not pay for or utilize.  While your trip duration was 8 days in total, we do not feel it is reasonable to assume you would have entered the park on your day of arrival or your day of departure.  That leaves 6 days, of which 4 you accessed the park or participated on another excursion, and we can only assume you enjoyed the resort itself for the remaining 2 days.
  
  While we understand you do not agree with our resolution,this is our full and final offer.  We regret this situation but do not feel your request is reasonable based on all of the considerations noted.  We have acknowledged our oversight in advising you of your package inclusions, and we sincerely apologize for this oversight as well.   Please reach out to us directly at ********************************************* for further assistance.  

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  If Flight Centre reviews AGAIN the phone call from Nov 4 I called to ALERT the agent to the error and fact I wanted to purchase ************* deluxe ***************** and would have paid the $900 difference on Nov 4 if the agent would not have told me that the package I purchased did in fact include unlimited access to the *********** for the entire stay. I followed the Terms and Conditions, thought there was an error, called and spoke with an agent and the agent told me that everything was fine that I had a package that included flights, all inclusive hotel and unlimited access to the attraction. 

  The supervisor dealing with my calls on Dec 7, reviewed all calls and  confirmed the Flight Centre mistake and agreed to cover the cost of the 2 day passes totalling $557.00 US. 

  Sincerely,
  
  ***********************************

  Business response

  16/01/2024

  Hello *********

  You have confirmed below that you would have been willing to pay the approximately $900 higher package price at the time of booking if this option had been provided, so we must consider this now when determining the fair and reasonable reimbursement you are owed.  You paid $997 at the resort, and if we factor in the $900 that you agree you would have had to pay initially, this leaves $97.  This will make you whole with your out-of-pocket expenditures at the resort - you'll be neither better off nor worse off.  As advised previously, we will not be reimbursing you for day passes that you did not purchase nor consume.  We have also offered a further $200 voucher for your experience.  Once again, this is our full and final offer.  While a different resolution was provided during your phone conversation with our agent, your subsequent contact with the BBB has allowed us to complete a more thorough review of your file and determine that the offer presented here is in fact more in line with the facts of the situation.  To receive your reimbursement and voucher, please reach out to us at ********************************************* and include the receipts for your park passes.

   

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because I complied with the Terms and Conditions by calling to report the issue with the booking confirmation immediately.  Yes, the correct package would have cost me $900 at the time but I would have had access to the *********** for the entire stay which was not a viable option after arriving at the hotel. 

  The response that reneging on paying for the day passes, and "this is our final offer" because I filed a Better Business Bureau complaint feels like a punishment; the Flight Centre response has appeared in no way to take responsibility for the Flight Centre agent's massive mistake on Nov. 7, 2023 and for the impact this had on our trip. 

  I do not feel my request was unreasonable that I be reimbursed at minimum for the 3 days of passes as agreed to on Dec 7, and an apology for the serious stress and frustration this caused during our vacation. 

  In addition to my rejection of the offer, I have filed a complaint with ******** ********** *** 

  Sincerely,
  
  ***********************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July 2023, we engaged Flight Centre to arrange travel to ************ and ******** for **, including a safari at ********************. The safari was ultimately to be provided by a company called Survymash, who marketed their product through the online travel site ****** (*************). We paid for 4-star travel ($8000 CDN for 5 people over three nights), which in that part of the world represents 4-star travel (at least). However, it started going badly from the outset. The driver was late and appeared unknowledgeable, there was a much closer airport we could have used, and after three hours of driving through a bleak landscape, we were dropped off at an isolated and dingy motel. The rooms were dirty, wiring was faulty, mold on the walls, the furniture old, and doors wouldnt properly close to the bathrooms, etc. We had to walk almost a kilometer in the dark in baboon territory to the only restaurant. Food was awful. We contacted Flight Centre which initially attempted to brush us off; it was not until I started copying my lawyer that the responses became more helpful. We provided Flight Centre with pictures of our accommodation and they agreed that it was not up to par. They offered us an upgrade; my lawyer advised me to take the offer as we were under duress in an isolated location, in a dispute, and in a country with a reputation for violence. Flight Centre indicated they would pay half the cost of the upgrade, which could be arranged in the morning. The next morning it became clear their upgrade was not available so we had to make our own arrangements. These arrangements showed what we should have gotten for our money. We also rearranged our own flights. ****** refused to conduct a proper investigation or provide a refund and Flight Centre has been giving us the run-around since our return. They have not honoured their promise to compensate and now seem to be attempting to get out of responsibility. We seek a refund of safari payment and new flights.

  Business response

  16/11/2023

  Hello ***

  We feel this complaint is very premature as you are fully aware we are still actively working on your file and attempting to secure a fair and reasonable resolution.

  The situation you've documented below is something we would never wish for any of our valued customers, however, we would appreciate your patience while we work with the various parties involved to arrive at a resolution we can offer to you.  

  You returned home just over two weeks ago, however, response times from our international suppliers can take longer.  This is unfortunately outside of our control but please be assured your file is a priority for us and we continue to work on it on your behalf.

   

   

   

  Customer response

  16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because the travel agency has not been communicating with us in a cooperative fashion, appears to be deflecting to gain time at our expense, and only appears to respond to pressure. In addition, it is attempting to place all responsibility on ******/***********. However, Flight Centre recommended and arranged the trip and then subsequently failed to offer an equivalent alternative when provided evidence it was unsanitary and unsafe, as well as very, very, very poor value for the money we paid - despite agreeing with us about that assessment. In addition, the behaviour towards us has been condescending. Agents have effectively lectured my wife (through emails to me, which she of course reads), about the conditions she should expect in ************. My wife is a professional **********-******** who has both lived in ************ and visited the country many times. Finally, the amounts they are promising to attempt to obtain are unclear. Communications so far suggest half of what our new arrangements cost, plus $1255.99 from ******/***********. How these amount were reached or are justified has never been explained, and the language is vague and seems non-committal to us. We argue that a full refund of the ******/*********** amount ($7807.14) plus our new airfare ($1533.00) less the already promised refund of $1255.99 from ******/*********** is appropriate given the efforts we have had to make thus far - both to rearrange our trip on our own time and effort and to prepare various complaints. That would equal $8084.15.
  
  Sincerely,
  
  *************** (& ***************)

  Business response

  17/11/2023

  As stated previously we have not concluded our review nor offered any resolution so we remain unclear how a complaint at this time is justified.  

  We would appreciate your patience until such time that you are even aware of what our response is.

  Thank you.

  Customer response

  21/11/2023

  
  Complaint: ********
  
  We are rejecting this response because a) it has now been four weeks since the events unfolded, which should have been ample time to resolve matters, b) Flight Centre still declines to include compensation for the flight changes required in their discussions, c) their communications have been characterized by backpedaling and increasing hostility, including in this response, and d) we do not have faith in their intentions to make us whole, as they use equivocating language when making reference to compensation.
  
  Sincerely,
  
  ***************

  Customer response

  03/04/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight Centre had promised me compensation and they withdrew the promised.

  Customer response

  03/11/2023

  Info is attached 

  Business response

  16/11/2023

  Hello **********

  You have previously been advised why your file is considered closed.

  We understand that your trip was impacted by inclement weather which resulted in you missing two days of your itinerary.  We have also confirmed that you were offered and accepted compensation for this unfortunate situation directly from the airline.

  Delays due to weather are beyond Flight Centre's control and as such we do not compensate for this situation.  Any compensation provided is done so at the airline's discretion. In addition proper travel insurance will most likely provide coverage for this sort of risk, however we note that you did not opt to include the insurance protection offered to you at the time of booking.

  While we regret that your trip was impacted by something beyond any party's control, you have already been provided a partial refund and as such there is no further compensation that is owed.

• Initial Complaint

  24/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased flights to Maui prior to the fires and we were scheduled to travel 5 days after the fires. The state of Hawaii declared a state of emergency and was asking tourists not to go. I called ******* directly the evening before our flight (the 13) and they informed me that they have waived the regular guidelines for the period that I was travelling and that I was eligible for a refund on my ticket even if it was basic airfare. This is what has been posted on *******s site since Aug 9. Flexible change/cancel guidelines have been announced for: - Maui, HI Effective for flights purchased on or before August 09, 2023 and original travel between August 9 - September 16, 2023. New travel to Maui or other Hawaiian islands can be completed by October 31, 2023 to receive no change fee or difference in air fare. For assistance with changes or cancellations, please contact us. I have called ******* 2 times to confirm that I have the correct information. I purchased the tickets (3) prior to Aug 9. My date of travel was Aug 14-22 $1600 and regardless of the fact that I bought basic fare flights they have waived the regular travel guidelines for returns/changes for Maui for the period mentioned above and I am eligible for a refund. In both cases ******* put notes on my file for flightcentre to read and said that if flightcentre has a problem with the refund to call their support line. I have called flight centre 6 times and they refuse to acknowledge what ******* is saying. They pretend to call them but they are not because I know it takes more than 5 minutes to get through. It often takes up to an hour. All the support team does is speak to their supervisor who continues to provide them with the incorrect information. I insisted that they call ******* and get the correct information. They assured me they would and would call me back the next day. I never heard back. I need assistant with my refund please.

  Business response

  30/08/2023

  Hello *****
  
  Thank you for advising of the concerns you have regarding your ******* ticket.
  
  We have reached out to *******s Refund Team who have advised in writing there are no notes in your file that confirm any sort of refund.  They have reiterated the terms and conditions of your credit which do match what we show on our side.  You are correct in that ******* has waived their change and cancellation penalties for select tickets impacted by the Maui wildfires, however, this does not mean these tickets are eligible for a refund,only that they can be cancelled and held in a credit position, and rebooked by a specified later date with no change fee. 
  
  We regret that you may have been provided with inconsistent information from the airline but if you reach out to us at ********************************************* we can share *******s response as well as all of the specific details around your credit they noted.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked two seats on a return flight (Toronto to Thunder Bay) through the Flight Centre's online booking in November 2021. I canc***d both seats in January 2022 because the event I was traveling to closed down due to Covid. The Booking Reference is {REF:********}. I paid a cancelation fee. The ticket was nonrefundable but I received a credit for use. One segment of the cancelled flight was through **** *** and the other through *** ******. I was told the credit will be with the airline (even though I booked with Flight Centre) and valid for 24 months with *** ****** and 13 months with ******* from the original purchase date of your ticket and is nontransferable, you must rebook and travel before the credit expires. I would like to book a new flight with Flight Centre and use the entirety of my credit. So my complaint is whether Flight Centre and/or **** *** can limit the timeframe within which I could use the credit.

  Business response

  11/08/2023

  Hello ***
  
  Thank you for your enquiry.  As the agency only, Flight Centre does not determine the terms and conditions of the airline tickets it sells on behalf of our partner airlines.  All terms of airline tickets are set out and administered by the airline itself.  Flight Centre is bound to these same terms and conditions.  We can see that as per the email you were sent back in January of 2022 to this same email address, that your ******* credit had an expiry date of January 10th, 2023.  If you would like to discuss this credit further with the airline we encourage you to reach out directly to *******.  While they may attempt to direct you back to Flight Centre, they should be willing to discuss their general credit and refund policies with you as you are their customer as well.
  
  If you would like assistance with using your remaining Air Canada credit towards a new flight booking, please feel free to reach out to us at 1.833.665.6843 or at ****************************
  
  Thank you again for contacting us and allowing us to review your file and provide our response.

• Initial Complaint

  11/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight centre is not refunding my money. They refunded portion of it but the majority of it is in *** ****** tickets. They keep saying *** ****** has not sent them the coupons yet.

  Business response

  03/05/2023

  Hello *****

  Thank you for reaching out and bringing this situation to our attention, and thank you as well for your patience while we worked with *** ****** to have this resolved.

  We can advise here now that we have written confirmation from *** ****** that one voucher, in the value of all four airline tickets, has been approved by *** ****** and is awaiting generation by the airline.  Once finalized, it will be emailed to ** here at Flight Centre, at which time we will immediately forward it to you.

  While we cannot guarantee a specific date this will happen, this confirmation is a huge step forward and we hope you feel assured that the provision of your voucher is imminent.  

  Should you have any further concerns, please do not hesitate to contact ** directly at ************************************************************************.

  Thank you again for allowing ** to review your file and provide our response.

• Initial Complaint

  22/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked a Group Trip for a Destination Wedding through Flight Center. This package was scheduled for April 2020 and it was cancelled and rescheduled for November 2022 due to COVID. The second flight got cancelled as well and the Group Trip was ultimately cancelled in early 2021. Flight Centre worked with all of us to get our refunds back from *** ****** *********, but I was not refunded by ***. The Flight Centre agent continued to try for a few more months but ultimately gave up and told me I had to reach out myself in September 2022. It has now been almost 4 years since I paid for this and 2 years since Refunds were requested, and I still haven't received anything.

  Business response

  03/04/2023

  "Hello ******
  
   
  
  Happy Monday and Happy April!!
  
   
  
  The file below is still open, we are awaiting input from *** ******, as they are the ones who originally refunded the client and then re-charged their card.  Response times from our travel partners remain very delayed, so while we are  working on this file, we cannot promise a timeframe of when we will hear back from the airline.
  
   
  
  Can you please adjust this so that it does not appear we are ignoring the client’s concerns?  This happened on another file previously where we were waiting to hear back from an insurance company which extended beyond the 10 day window.  Although the file was eventually closed amicably, it still reflects on our profile that the client was not responded to, which is not correct.
  
   
  
  It would be great if this 10-day window could be extended for Flight Centre as we are an agency, and many of our customer’s concerns relate to a 3rd party which we have no control over in terms of response time.
  
  
   
  
  Marc M********
  Manager, Customer Experience | Flight Centre Travel Group
  (866) 485-7014"

  Business response

  26/04/2023

  Hello ******
  
  Can you please update the file below with the following response:
  
  
  Hello *****
  
  
  Thank you for reaching out and making us aware of the challenges you’ve been having with a delayed refund from *** ****** Vacations. 
  
  Upon receipt of your file we reached out to *** ****** Vacations and we now have written confirmation that the issue with your refund has been resolved and that you should expect to see a credit to your credit card within the next 60 days. 
  
  If you do not see this credit by July 1st, please reach out to us directly at [email protected] so that we may look into things, but from everything we have been advised, we do not expect there to be any further issues or delays.
  
  Thank you again for contacting us and allowing us to review your file and assist with getting this unfortunate situation resolved on your behalf.

  Customer response

  27/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with Flight Centre for two people all inclusive to Mexico in March 2020 I paid cash on Saturday, February 29, 2020 the reference booking number was *******. Due to Covid restrictions the trip was cancelled. Shortly after the cancellation, the location of the flight centre where I booked the trip was no longer, the location was in Calgary at the chinook mall. Despite repeated attempts at a refund I have been given the runaround from Flight Centre and *******. I was issued a ******* credit which expired in December 2022 and when I contacted them to extend the credit they told me that flight Centre should refund the trip. I was given the runaround and now my ******* credit has expired and I am out $3000 with no trip. Flight Centre is not a customer oriented company. I feel that they have no integrity. All I want is a trip or my money back. I do not think that is unreasonable I paid cash I was not even refunded my booking costs.

  Business response

  08/03/2023

  Hello *********
  
  Thank you for making us aware of the concerns you have regarding your booking with Flight Centre that was unfortunately cancelled due to the pandemic, and also the challenges you’ve had with confirming what your options are.  We regret to hear of your experience as this is certainly not the service level we strive to provide to all of our valued customers.
  
  We have reviewed your file and can see that at the time of cancellation, the ultimate supplier of your trip, ******* Vacations, provided a credit in the form of ******* Rewards Dollars.  These Dollars were placed into an account in your name and the expiration date was originally set at one year from the date of deposit of your Dollars, however, we do note this date was extended by ******* Vacations on more than one occasion.  Ultimately a final expiration date was set at December 31, 2022.  This date would have been noted by ******* in your Rewards account.  At this time your Dollars have expired as they were not redeemed prior to their expiration. 
  
  As the agency only, Flight Centre is unable to offer an extension or waive any of the terms of your Dollars, as these are set by ******* Vacations itself.  Flight Centre is bound to the same terms and conditions as our customers.  As much as we would love to be able to offer a further extension, we do not have the authority to offer one on behalf of ******* Vacations.
  
  We recognize this will not be the response you were hoping for, however, should you wish to continue pursuit of a further extension of your Dollars, we encourage you to reach out directly to ******* Vacations.  They do have the ability to offer an extension, but anything offered would be at their discretion and subject to their terms and conditions.  While they may attempt to direct you back to us as your agency, you are their customer as well and they should be willing to at least discuss their refund and credit policies in general.
  
  Thank you again for contacting us and providing us with the chance to review your file and provide our response. 

  Customer response

  09/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not do business with ******* I did business with Flight Centre and they are the ones who took my money and did not provide me with a service or a refund they did not even refund me the cost of their fee as promised to me, which I paid to flight centre, because the original flight centre where I booked the trip is now gone. When I spoke to Flight Centre in March 2020 I was told I could pick up a check I explained that I did not live close to the Calgary area and it could be a couple of months before I would make it there and I was told that it would be waiting for me at flight centre but there was no flight Centre in ******* *****e anymore when I tried to collect the refund. I stand by the fact that I believe flight Centre owes me $2800. If Matt B******* the original flight centre contact had been more forthcoming I could have pursued this with ******* before the credit had expired but Matt B******* let me to believe the Flight Centre was an upstanding company and I would get a refund with the proof that I had purchased a service with flight Centre. Once the proof was provided I never heard back from Matt. 
  
  Sincerely,
  
  ********* *****

  Business response

  15/03/2023

  Hello *********
  
  Thank you for your reply.
  
  You booked with ******* Vacations, and chose to have Flight Centre act as your agency.  Flight Centre is the agency only in this transaction.  All of the terms and conditions of your travel booking were set by ******* Vacations.  Flight Centre has never been in receipt of any of your money.  Your credit card was charged by ******* Vacations at the time of original purchase and therefore they have your money.  They did not provide the product purchased, however, it was impossible to do so given the government-mandated travel restrictions put in place at that time.  ******* Vacations determined how it would handle bookings cancelled by the pandemic, and yourself along with Flight Centre, were and are bound by those same terms.  A refund was never authorized, and instead ******* Dollars were provided for the value of your trip.  You were aware of this as you provided the information to ******* in order for your ******* Dollar account to be set up.

  
  ******* Vacations provided plenty of time in which to utilize your Dollars, and it's unfortunate they were not used within the time allowed.  As much as Flight Centre would love to be able to offer an extension on these dollars, as the agency only, we do not have the authority to do so.  ******* Vacations does, at their discretion.  We encourage you to reach out directly to ******* Vacations to request a refund or extension. 

  
  Flight Centre has never stopped operating, we have been open and available to assist all of our clients during the pandemic.  While your original booking location did unfortunately close as a result of the impact on the travel industry, there have always been ways to reach us, including calling the toll-free number on our website, contacting other locations listed on our website, or contacting our customer service team.  if we had been contacted earlier, it's possible there would have been more time to look into your file, however, we note you reached out very close to the expiration of your dollars, despite knowing of this important date for some time.  We regret to hear you were not provided the information you had requested close to expiration, however, knowing the importance of the looming expiration date, we feel there could have been an effort to reach us in other ways to ensure your file received the attention you were requesting.

  Having a customer in your situation does our business no benefit and if there was more we could to do assist, we certainly would.  As a gesture of goodwill, we would be more than happy to refund the Flight Centre fees that were charged at the time of booking.  Please contact our customer service team at [email protected] for further assistance with this matter.

  Thank you,

   

  Customer response

  15/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I feel that I could have booked myself a trip with ******* without an agent yet I used an agent to assist me and I feel that you should have the ability to get my ******* credit extended as the agent I paid for a service. A service I did not receive, I say shame on flight Centre if you cannot assist me in making me whole for what I paid to your company I’m sure you can promo a trip for two similar to the one I had booked I have already spent hours on the phone with both your company as well as ******* in December of 2022 I feel  my time is worth some thing as well. I also feel that you have the ability to resolve this so please step up and do. Nobody wants to be empty handed after spending 2800 cash. Please provide a trip or refund. 
  
  Sincerely,
  
  ********* *****

  Business response

  16/03/2023

  Hello *********

  
  We regret that their continues to be a discrepancy in our positions on this matter and on the understanding of what we are able to do as the agency only in this situation.

  As previously offered, we are more than happy to refund your Flight Centre booking fee.

  As as a final consideration, we note that you declined to include the offered travel cancellation insurance at the time of booking.  We assume this is because you already had alternate coverage.  We encourage you to reach out to your insurance provider to inquire about what options are available to you.

  Thank you again for your feedback.  Since we are unfortunately not able to offer the resolution you are requesting, we consider this case closed on our side.

  Business response

  22/03/2023

  Hello *********

   

  Thank you for your response.

   

  Please reach out to us directly at [email protected] and we will arrange for the refund of your Flight Centre booking fees.

   

   

  Customer response

  22/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I feel this is unfair business practice. I will contact Flight Centre for the return of my booking fees but I reject the fact they are not returning the cost of the whole transaction.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  16/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday, August 27, 2022, based on positive reviews on Flight Centre's ("FC") website, I booked a vacation. The same day, I realized that the reviews on the FC website are not an accurate representation of the resort (health/safety issues). I contacted FC immediately to have the resort changed. I discovered that the bookings team does not operate on weekends. As such, I immediately contacted the 24/7 FC Emergency Line. I was having difficulty connecting with an Emergency agent and I was also not able to leave a voicemail since none exists. I again contacted the bookings team and left them a voicemail indicating that I would like to change the vacation as soon as possible. I continued my attempts at contacting the Emergency Line and was able to connect with an agent. The agent advised me that my request is not considered an "emergency" and that I would have to call the bookings team on a weekday to have my vacation changed. Based on this advice provided to me, I contacted the bookings team first thing Monday morning. To my surprise, I discovered that I was misinformed by the Emergency Line agent and that he should have immediately changed my vacation instead of advising me to contact the bookings team on a business day since changes to a vacation package can only occur within 24 hours of booking without incurring a penalty. On August 31, the bookings team advised that they could not assist me so I immediately requested that my file be escalated. I also emailed the customer experience department directly. I continued to follow up with customer relations and did not receive a response until September 12 from manager, Marc M********. I have provided Marc with all supporting documents including screenshots of all of my phone calls to the Emergency team, bookings team and the supplier directly. Marc has ******* me of ***** and unilaterally closed my file. He has refused to reply to emails and directed me to mail further requests to the FC legal department directly.

  Business response

  13/10/2022

  Hi ******

   

  Please see below for my response to the client.  It’s still not as clean as I’d like, but it’s a complicated file and there were a lot of moving parts.  Please copy into the complaint profile.  Thank you!!

   

   

  The client in the above noted complaint completed their own sun package travel booking on our website.  They did not use the services of one of our agents in one of our Locations.  Only after completing their travel booking did the client begin reading online travel website reviews of the resort they just booked.  After focusing on a handful of negative reviews, which had not been verified or corroborated as accurate, and despite hundreds of favourable reviews, the client decided they wanted to change the resort booked.  Since it was a Saturday, our web team was closed and would not reopen until the Monday.  The client did leave a voicemail with our web team however it would not be retrieved until the Monday morning.  The client advised they also called our 24/7 Emergency Assist team on both the Saturday and Sunday, and advised they were told by an agent that because their trip did not depart within 48 hours they could not assist and they would have to call the web team on Monday for further assistance.  On Monday morning the web team retrieved the client’s voicemail from the weekend and reached out to them to discuss.  They advised that since they booked on Saturday, and it was now Monday, the supplier’s 24-hour cancellation policy would not apply but they would call and do their best to get a waiver.  The supplier unfortunately declined to offer a refund.  The client was advised of this and they continued to focus on how they felt they were improperly advised by the 24/7 agent that that team couldn’t assist.  Based on this an in-depth review on our side began, including reaching out to our 24/7 team and advising the client that if we were at fault that we would cover the cost to change their booking.  Our 24/7 Team Leads in both Brisbane and Toronto were contacted and provided with the client’s phone number from which the client confirmed they called, and neither Team Lead could find any instance of a call from the client’s number on the Saturday or Sunday. They also advised their agent would not tell the client to call back but would have called Transat Holidays themselves given the 24 hours cancellation window.  The client provided screenshots of their calls to this team, and they did in fact call, but the call durations were 1 second, 2 seconds and 1 minute.  The Lead in Brisbane advised that over the weekend in question, the average hold time was 17 minutes, so it would seem very odd the client was able to get through and have a full conversation in just 1 minute.  The client was asked if they could provide any other screenshots that showed a longer call duration and they could not.  The client also could not provide the name of the agent they advise they spoke to.  In addition there were also no notes made in the client’s reservation by anyone on the 24/7 team, which is very odd considering documenting all communications with clients is a minimum standard for this team.  The client continued to push for proof that our 24/7 team had not received a call from them and upon provision of emails confirming such, the client claimed the documentation provided had been falsified.  At this time, and considering additional behaviours, it was advised to the client further assistance would not be provided.  As much as our web team and customer experience teams tried to assist the client, the reality is they chose the resort they booked and only did their research afterwards.  If they had been more confident with the resort chosen prior to booking, this situation would not have arisen.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Hi, my name is ********. I come by way of this letter to seek help with a problem caused by bad advice from Flight Centre Vancouver. Please help me. Best regards.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩