Flight Centre Willetton, Western Australia 6155

"I have never had a worse customer service experience in my life! After being told in store that the only way to cancel is online/via phone I have now called over 20 times and spent well over 15 hours on the phone over the last 3 months. I have been told having a family member with a terminal illness and getting a medical certificate stating I am unfit to travel have both not been enough to successfully cancel my flights and receive a refund, even though this process started weeks before I was meant to fly. It is now 2 months since my flight plans and I am still being turned away in store and being told to call the flight centre number where you have to deal with a new person each time on a completely different continent. I am yet to receive any money back even after being told I would be reimbursed and after I have provided both my own medical certificate, dated well before my travel day, as well as a Drs letter from my relative confirming they have a terminal illness. I am told something new each time and that there is always a different department they need to follow up with, all who never seem to get back to the person you speak with, meaning you have to start the whole process over each time you call. As a business owner myself who employs over 20 people and deals with clients and customers on a daily basis, I find this way of conducting yourself as a company both online and in store absolutely disgraceful and appalling. If I don't receive anything in the next week my next call will be to ACCC and/or A Current Affair, as I am certain there must be so many other people who are dealing with similar issues and being scammed out of money. Reply to Response: I will make sure to email you at the email address provided. As for the airlines policies which I have reviewed that were sent by Flight centre, I was not in breach of any of these and should have been provided already with a full refund as it falls within the guidelines. FURTHER Flight Centre also charges a cancelation fee, nothing to do with the airline, which I was told would not be waived even with the Drs Letter and family circumstances. The fact I have had so little response from Flight Centre who's job it is to deal with the airlines is poor. I will email you all the details so you can further look into my multiple attempts to resolve this very straight forward issue."

"I've been here several times and had good service until this time. I've never gone away from here thinking I wasted my time. But here we are. I wouldn't be surprised if it was the same person from the other 1 star review. I had the same experience. Told to wait. Showed nothing. Given no alternatives. Maybe I wasn't dressed well enough to look like I can afford to travel. I definitely felt like I was intruding. Now I have to find another travel agent or simply use google. At least google offers alternatives. :Edit All good. Thanks for the "response". Yeah they were too busy. You can't use the word "service" in this context as the only "service" I received was to find a better place to go. "Hey I'm sorry that we are really under the pump right now. Can we schedule another time?" That is called BASIC customer service. It worked out in the end. Its just unfortunate that all my future travel requirements will not be with a local business."

"OMG ... I couldn't believe how we were treated the other day in this branch by someone whose name I can't recall (She is young and in her 30's with green eyes). I and my wife were standing in front of her for more than 10 minutes and she never offered us to sit on the empty chairs in front of her desk. We enquired about the most economical flight from Perth to Los Angeles, USA. While looking at her computer screen, she asked very loudly: " DO YOU HAVE ANY VISAS?" and we politely and with a gentle friendly smile (Hoping to see a change in her frowning face) replied yes, we do. She amazingly (and of course very rudely) asked again but this time guess what? She said: " ARE YOU SURE?". The whole experience for us was quite like an interrogation. Now, have your second guess as to why we felt like being interrogated. She turned her face towards my wife and continued: "DOES SHE ALSO HAVE A VISA?" Hey, give us a break. We wouldn't have bothered to spend our precious time talking to someone as rude and as scowl as yourself if we didn't have our visas. Even if we didn't, we only asked for a little quote as a customer and we didn't deserve such a treatment. You are miles away from the basics of a minimum customer service. I have no clue how managers recruit and keep such people to serve in the front line of customer service."

"DO NOT BUY TICKETS FROM SOUTHLANDS FLIGHT CENTRE. The worst experience I've ever had with a travel agent. If there was a zero star then Flight centre Southlands would have got it. The people at flight centre southlands lacked every aspect of the notion of customer service. Most of the comments here are exactly what I experienced. Prior to payment Angela was great. Answering questions in a timely manner and showed a level of customer service that was satisfactory. However the moment the money was paid, that's when flight centre southlands true colours truly showed. Some of my flights where cancelled which was beyond their control which I understand, however their ability to book other flights correctly was outrageously awful. Even simple questions in emails where unanswered. I tried many different ways to find answers regarding my flights and was ignored over and over again. I then called customer relations who where helpful to a point. Customer relations sorted the flights to my destination, but it was extremely painful. All this happened days before my flight and the time it took to wait on hold on the phone was huge. Numerous calls where made again to try and find out if I had any flights at all while emails where being sent to flight centre southlands with total ignorance from flight centre. What a nightmare experience especially after I booked my flights early. Flight centre girls where rude even to the point of hanging up the phone because they couldn't answer a simple question "do I have any flights?" Flight centre call them selfs travel experts. That couldn't be further from the truth. They ruined my holiday before I even took off. On the last leg of the flight they booked me on a budget airline which had no food or drink. Not even water. Even though I had purchased tickets for full service flights. Tips for flight centre southlands., 1, display a high level of customer service 2. Do not be rude to you customers when they have been completely professional. 3. Be honest when you don't know an answer. 4. Get back to your customers in a timely manner. 5. Don't ignore your customers. 6. Start acting like travel experts. I have never seen a more unprofessional organisation in my life."

"My email to a senior person at the branch says it all Hi Xxxxxx, Please cancel my phone appointment for 4 pm . You clearly were very irate and true to form based on Google reviews of the branch Frankly I do not want to deal with someone that does not like what they doing . Perhaps , just a suggestion you need to find another vocation if you don’t like dealing with people. Also as you said , you may not be able to deal with a simple query so little point wasting our respective time I will try another branch. I have a choice and don’t wish to engage with you . Haroon Cajee"