Flight Centre 4 Birkenhead Avenue, Birkenhead, Auckland 0626

"We had booked flights to the UK and specified aisle seat and the seat next to it for my wife and myself.. after double and triple checking with the Birkenhead store employee that he had done this and being re-assured of this, turns out he had booked seats that did not have aisle access but were window and middle seat next to it and the same for the return trip. Not a good experience, a big let down."

"Terrible experience. We booked a special flight 6 months in advance to be able to have a long layover and visit a beautiful town. Our flight got reschedule couple of time and we end up getting a cheaper flight with no layover. We lost money and got a awfull online customer service."

"I would highly recommend Andy Urwin Who was very professional attentive and put a lot of effort into understanding all of my requirements and helping to meet them all along with fantastic communication Andy was quick and reliable when seeking answers for me and keeping myself updated with any changes would totally recommend him Took the stress out of planning a holiday very grateful"

"Will take your money and not care about your holiday experience. Our flight from Zante to Frankfurt was cancelled and we were not notified. I asked about why it vanished our airline app and was then told it was cancelled. I asked when it was cancelled and was told it was cancelled 28th May (I enquired about the flight on the 1st June and Andy replied to confirm the cancellation on the 2nd June). When I asked why he hadn’t informed us, he said he was too busy and didn’t apologise for this. He offered us an unreasonable alternative which left the day after our original flight and added 18 hours onto the route. The layover was overnight and no options for accommodation were offered either for the extra night at our departing country (Greece) or the layover night in Frankfurt. We had my sister’s wedding in the UK so this wasn’t an option for us. We had to sort our own flights and it took hours and hours to get emails from Andy, the time zone difference didn’t help but I feel like we were lowest priority despite having 3 days until we were due to fly. We found a flight but due to communication delays we lost the seats and had to book 2 separate flights that had 1 seat each. It caused us issues with transport at both sides. We asked for a refund on the cancelled flight and the connection we would be missing but he told us these were non-refundable and that we’d need to go through holiday insurance. This didn’t seem right since the airline cancelled. We rang the airline ourselves and they said they couldn’t deal with us directly due to it being booked through Flight Centre but we should be getting a refund from them. I passed this onto Andy and he agreed but made us feel again like we were causing problems for him. He basically didn’t want the work of applying for a refund and rather we have the work of going through insurance. We followed up on the trip regarding the status of this refund (We waited 9 days to ask for an update on the 12th June, we knew it could take time) but didn’t receive a response until the 23rd June. Overall this caused us days/ nights of stress and anxiety. We had to stay up through the nights to wait for communication from Andy. We were reuniting with friends and family after being separated for 3.5 years due to covid and were distracted and panicked. Due to having 3 days to pay for new flights instead of the 10 days we could have had, we had to miss out of a group boat trip with family and friends and 2 meals. Our time in Greece was ruined, we were down a large amount of money, nights spent up waiting for emails and made to feel like we were a nuisance. I know Flight Centre has no control over cancellations and these things happen but how this was dealt with is unacceptable. I explained my disappointment to Andy at the end of our trip and have yet to get any correspondence from him. Maybe learn how far a simple sorry can go."

"I would highly recommend Rory Grant who is extremely professional and fast at dealing with my travel arrangements. Thank you Rory Grant for being amazing, thorough and always giving superior service and support."