Flight Centre South Africa - Flight Centre Mall of Africa Avis 

I found Shakira Bhoola to be extremely, helpful, polite, engaging and a real pleasure to deal with.

Fab assistance through and through from Ntshiki! 2nd time using them and highly recommend.

I asked Pearl to give me Zanzibar resort options that were adult only and she patiently narrowed down three options for me - this saved a lot of time. Pearl also went into details to workout the flight times to coordinate our stay and explained to me it to me patiently - a gesture which I appreciated. The booking and payment was seamless and easy. Our holiday went without glitches, all fine prints were explained. This was truly a one stop service offering that offered me a lot of convenience.

I recently booked a tour for myself and my son to Athens and Santorini. The booking process was inaccurate and error filled, which includes providing incorrect documentation for the visa application. I was concerned that the holiday itself would suffer from the same incompetence, but took assurance from the fact that there is a 24hr emergency support line.

Flight centre provided me a letter stating that all the booking vouchers etc would be provided to me by the local tour operator Hetco. It was on the first day, going through the planned itinerary with the Hetco guide, that I discovered the return journey was missing details and the local tour operator had received no instructions or booking details for the return to Athens airport. This is where the stress and frustation started.

Over the next few days I learnt that Flight Centre is systemically incompetent. The standard response is to email you your itinerary documentation.

To resolve this issue I emailed the booking agent. I received an email with my itinerary attached. I requested actual communication about the issue and got no reply. I phoned the 24hr emergency line and they said they do not have access to my booking, but they did email me my itinerary documents, again. I then emailed customer care who said my booking agent is on leave and they would ask someone at the branch to help me. Co-incidently my booking agent was also on leave when I was trying to get the correct documents during my visa application. Fortunately I was able to source them myself.
I explained the problem for the 3rd time to another booking agent and received a reply that they needed time to look into it, and then never heard from them again.

The issue was finally resolved when my booking agent came back from leave. She provided me the details for the ferry but kept on glossing over my request for the details of the transfer from the ferry to the airport. Finally she admitted that this had not been included in the booking and I can either use public transport or she can quote me on the final part of the transfer and I can pay in again to complete the transfer.

Thanks to the incompetence of Flight Centre the first half of the tour was spent repeating my story over and over to try and get someone to help. Instead of relaxing and enjoying the tours that I had booked I was spending my time on my phone reaching out to the the various departments of flight centre, re-reading my itinerary documents to try and figure out if I had missed some details and sleepless nights of stress wondering how my son and I would return home after the tour.

I will never use flight centre again.