Flight Centre South Africa
Verified Business
Flight Centre South Africa
Verified Business
87 Reviews (last 12 months)
Responds in 5 hours 48 min
AI Review Summary
Based on recent customer reviews, Flight Centre South Africa delivers a polarised customer experience. Named consultants like Tristan, Nadia, Penelope, and Karen receive enthusiastic praise for personalised, patient service. However, a recurring pattern of booking errors, poor change and cancellation handling, opaque pricing, and communication breakdowns significantly undermines trust. The business excels when individual agents take ownership but struggles with systemic process reliability and complaint resolution.
Top Strengths:
- •Customer Service & Travel Expertise: Named consultants consistently receive glowing praise for patience, personalised attention, and going above and beyond. Agents like Tristan, Nadia, Penelope, and Zonke build genuine relationships with clients.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#7Ranked In Travel Agencies
5 hours 48 minutesAverage Time To Reply
6 NPSRecommended: Likely
Replied to 92% of negative reviews
Typically takes less than 6 hours 44 min to reply
TrustIndex
0
Score
Ranking
#7
in Travel Agencies
Avg Reply
5 hours 48 minutes
NPS Score
6
Recommended: Likely
Replied to 92% of negative reviews
Typically takes less than 6 hours 44 min to reply
Review Distribution
3.2|87 Reviews
May '25 - Apr '26
5(47.3%)
4(4.1%)
3(1.4%)
2(4.1%)
1(43.2%)
5(47.3%)
4(4.1%)
3(1.4%)
2(4.1%)
1(43.2%)
Recent reviews (87)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
AG
Anita G
1 reviews | Active since Jan 2020
12 Mar 2026, 15:32
Unprofessional service, conflicting information, delayed visa, still waiting for refund
I am extremely unhappy with the service I have received. I have been trying to resolve two issues with this agency: a travel insurance refund and my Dubai visa application, and both have been handled very poorly. Firstly, I am still waiting for the forms that I was promised a week ago so that I can sign and proceed with the travel insurance refund. Despite following up, the forms have still not been sent to me. Secondly, there has been very concerning conflicting information regarding my Dubai visa application. After I submitted my documents on a Friday, the Dubai attacks occurred that weekend I postponed my trip. On the following Monday morning, I called the office to check on the status of my application. They checked the system and informed me that my application had not yet been processed because some documents were still outstanding. I was also told that the agent had been instructed not to proceed with the application. However, when I later visited the office a few days after that, I was told something completely different. I was informed that the visa application had already gone through. This was extremely confusing because it directly contradicts what they had told me earlier. Now, two weeks later, I still have not received the visa that I was told had already been processed. From my understanding, Dubai visa applications do not normally take this long, which raises serious concerns about whether the application was actually submitted or not. At this point, I would like clear and honest answers: • Why have the travel insurance refund forms still not been sent as promised? • What is the actual status of my Dubai visa application? • Why was I given two completely different explanations by staff members? This experience has been extremely frustrating and unprofessional, and I expect urgent clarification and resolution.
Helpful (0)
|Replies (0)AG
Anita G
1 reviews | Active since Jan 2020
12 Mar 2026, 15:32
Unprofessional service, conflicting information, delayed visa, still waiting for refund
I am extremely unhappy with the service I have received. I have been trying to resolve two issues with this agency: a travel insurance refund and my Dubai visa application, and both have been handled very poorly. Firstly, I am still waiting for the forms that I was promised a week ago so that I can sign and proceed with the travel insurance refund. Despite following up, the forms have still not been sent to me. Secondly, there has been very concerning conflicting information regarding my Dubai visa application. After I submitted my documents on a Friday, the Dubai attacks occurred that weekend I postponed my trip. On the following Monday morning, I called the office to check on the status of my application. They checked the system and informed me that my application had not yet been processed because some documents were still outstanding. I was also told that the agent had been instructed not to proceed with the application. However, when I later visited the office a few days after that, I was told something completely different. I was informed that the visa application had already gone through. This was extremely confusing because it directly contradicts what they had told me earlier. Now, two weeks later, I still have not received the visa that I was told had already been processed. From my understanding, Dubai visa applications do not normally take this long, which raises serious concerns about whether the application was actually submitted or not. At this point, I would like clear and honest answers: • Why have the travel insurance refund forms still not been sent as promised? • What is the actual status of my Dubai visa application? • Why was I given two completely different explanations by staff members? This experience has been extremely frustrating and unprofessional, and I expect urgent clarification and resolution.
0
Replies (0)LC
Lili C
1 reviews | Active since Jan 2020
12 Mar 2026, 11:31
Incorrect advise on the purchase of international plane tickets
We purchased plane tickets due to leave on 14 March. This was done in person at the Cresta branch. Now the tickets need to be cancelled and/or postponed, as our visa's are not in place yet. This was a risk from the very beginning, and it was spelled out to the agent, Siddhi Ramparsad when the tickets were booked. Now that we need to change our plans, we have been following up every day since Saturday. We are not getting decent answers, and the story seems to be changing. The bottom line is that the initial advice was incorrect, and now they are back pedalling and will probably cost us a substantial amount of money. The names/contact details of Siddhi's manager/s also seem to be top secret, so unfortunately we don't know who to contact in order to get this matter sorted before loosing all our money.
Helpful (0)
|Replies (0)LC
Lili C
1 reviews | Active since Jan 2020
12 Mar 2026, 11:31
Incorrect advise on the purchase of international plane tickets
We purchased plane tickets due to leave on 14 March. This was done in person at the Cresta branch. Now the tickets need to be cancelled and/or postponed, as our visa's are not in place yet. This was a risk from the very beginning, and it was spelled out to the agent, Siddhi Ramparsad when the tickets were booked. Now that we need to change our plans, we have been following up every day since Saturday. We are not getting decent answers, and the story seems to be changing. The bottom line is that the initial advice was incorrect, and now they are back pedalling and will probably cost us a substantial amount of money. The names/contact details of Siddhi's manager/s also seem to be top secret, so unfortunately we don't know who to contact in order to get this matter sorted before loosing all our money.
0
Replies (0)PB
Phill B
1 reviews | Active since Jan 2020
11 Mar 2026, 17:38
Utter *******! Do NOT SUPPORT FLIGHT CENTRE
Paul! What a disgrace you are to this company! To all people out there, DO NOT support this **** of a company! Do not book tickets through Flight Centre! Rather book through the airline directly and take insurance against cancellation of flights due to war etc. Under South African Law in the Consumer Protection Act it clearly states that if no services have been rendered to a consumer, a company will refund a consumer the full amount paid. Flight Centre now wants to be ******* and refund us a far lesser amount than what we paid for no services received due to the airline cancelling the flights. I need clarity on this and will be laying a complaint at the consumer ombudsman. I will also be making other travellers aware not to book through flight centre ever!
Helpful (0)
|Replies (0)PB
Phill B
1 reviews | Active since Jan 2020
11 Mar 2026, 17:38
Utter *******! Do NOT SUPPORT FLIGHT CENTRE
Paul! What a disgrace you are to this company! To all people out there, DO NOT support this **** of a company! Do not book tickets through Flight Centre! Rather book through the airline directly and take insurance against cancellation of flights due to war etc. Under South African Law in the Consumer Protection Act it clearly states that if no services have been rendered to a consumer, a company will refund a consumer the full amount paid. Flight Centre now wants to be ******* and refund us a far lesser amount than what we paid for no services received due to the airline cancelling the flights. I need clarity on this and will be laying a complaint at the consumer ombudsman. I will also be making other travellers aware not to book through flight centre ever!
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
7 Mar 2026, 15:03
Misleading promises and "delay tactics" cost me a better deal
I am writing this to express my extreme disappointment with the service received from Petrie Van De Merwe at Flight Centre. After a positive experience booking a trip to Sri Lanka with him just months ago, I returned to Flight Centre to book a family holiday to Mauritius. I trusted his professional judgment, but that trust has been completely misplaced. The Situation: I explicitly informed Petrie that I had a competing quote from Pentravel that was expiring in 24 hours. Petrie assured me he could beat it. Just hours before my deadline, he claimed to have found a package 7% cheaper than the competitor, including an additional night. Based on this "good faith" assurance, I allowed my other quote to expire and even arranged extra annual leave with my employer to accommodate the extra day. The Failure: Petrie only sent the formal quote an hour after my alternative option had expired. Upon reading it, I discovered he had quoted the wrong month (May instead of April). When he finally provided the corrected quote, it was significantly more expensive than the Pentravel deal I had just let lapse. The Lack of Accountability: When I raised my concerns, Petrie’s response was that it was "my responsibility" as the customer to catch his errors. He refused to take any accountability for the fact that his misinformation led me to forfeit a better deal. Furthermore, I was told his manager was unavailable until Monday (conveniently after the new, more expensive quote was set to expire), and I was only given a generic customer service email 25 minutes before that deadline. The Result: It feels as though delay tactics and bad-faith promises were used to "corner" me into a position where I have no other choice but to pay Flight Centre’s higher price. As a loyal, returning customer, I expect Flight Centre to take accountability for this professional negligence. I am requesting that the corrected quote be reviewed and discounted to at least match the competitor’s price that I lost out on due to Petrie’s errors. Flight Centre, I look forward to your urgent response.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
7 Mar 2026, 15:03
Misleading promises and "delay tactics" cost me a better deal
I am writing this to express my extreme disappointment with the service received from Petrie Van De Merwe at Flight Centre. After a positive experience booking a trip to Sri Lanka with him just months ago, I returned to Flight Centre to book a family holiday to Mauritius. I trusted his professional judgment, but that trust has been completely misplaced. The Situation: I explicitly informed Petrie that I had a competing quote from Pentravel that was expiring in 24 hours. Petrie assured me he could beat it. Just hours before my deadline, he claimed to have found a package 7% cheaper than the competitor, including an additional night. Based on this "good faith" assurance, I allowed my other quote to expire and even arranged extra annual leave with my employer to accommodate the extra day. The Failure: Petrie only sent the formal quote an hour after my alternative option had expired. Upon reading it, I discovered he had quoted the wrong month (May instead of April). When he finally provided the corrected quote, it was significantly more expensive than the Pentravel deal I had just let lapse. The Lack of Accountability: When I raised my concerns, Petrie’s response was that it was "my responsibility" as the customer to catch his errors. He refused to take any accountability for the fact that his misinformation led me to forfeit a better deal. Furthermore, I was told his manager was unavailable until Monday (conveniently after the new, more expensive quote was set to expire), and I was only given a generic customer service email 25 minutes before that deadline. The Result: It feels as though delay tactics and bad-faith promises were used to "corner" me into a position where I have no other choice but to pay Flight Centre’s higher price. As a loyal, returning customer, I expect Flight Centre to take accountability for this professional negligence. I am requesting that the corrected quote be reviewed and discounted to at least match the competitor’s price that I lost out on due to Petrie’s errors. Flight Centre, I look forward to your urgent response.
0
Replies (0)CJ
Charles J
1 reviews | Active since Jan 2020
21 Feb 2026, 10:15
Flight Centre Travel Expo - no deals for single travelers
I apologise for using this platform. But I've realised that companies do not take suggestions seriously. This is also not just about Flight Centre, but a larger travel industry problem. I picked up Flight Centre's Travel Expo Pop-up from a branch. Of the about 80 deals on offer, there are NO deal for single travelers All of them are per person sharing or family packages. How in this time when companies struggle to survive can any company just ignore an entire subset of the population? Do you think I feel welcomed at Flight Centre? Do you think I will go out of my way to use your services over anyone else's? You cannot foresee that there are single travelers also looking for specials? I did subscribe to your newsletter, but I please only want to see travel offers for single travelers. I want you to create travel packages for single travelers too and actively promote them. Or lose my patronage. Thank you.
Helpful (0)
|Replies (0)CJ
Charles J
1 reviews | Active since Jan 2020
21 Feb 2026, 10:15
Flight Centre Travel Expo - no deals for single travelers
I apologise for using this platform. But I've realised that companies do not take suggestions seriously. This is also not just about Flight Centre, but a larger travel industry problem. I picked up Flight Centre's Travel Expo Pop-up from a branch. Of the about 80 deals on offer, there are NO deal for single travelers All of them are per person sharing or family packages. How in this time when companies struggle to survive can any company just ignore an entire subset of the population? Do you think I feel welcomed at Flight Centre? Do you think I will go out of my way to use your services over anyone else's? You cannot foresee that there are single travelers also looking for specials? I did subscribe to your newsletter, but I please only want to see travel offers for single travelers. I want you to create travel packages for single travelers too and actively promote them. Or lose my patronage. Thank you.
0
Replies (0)CvdN
Corne van der Nest
1 reviews | Active since Jan 2020
28 Jan 2026, 13:38
Flight Centre Rosebank Mall.
We dealt with Flight Centre Rosebank to book train tickets for our UK holiday in December. We dealt with a certain Ms Lebo Moloi. Although we booked and paid for first class train tickets several of the first-class services were cancelled due to train shortages in the UK over the festive season. We were assured by British and Scottish Rail that we will be reimbursed as we did not receive what we paid for. We were further advised that only the entity that booked the tickets may reclaim these costs. Although we advised Ms Moloi of this on our return and requested her to reclaim our costs we have not heard a word from her or Flight Centre. We have sent various follow up emails without even a response. Needless to say we paid commission on the booking and expect some sort of service.
Helpful (0)
|Replies (0)CvdN
Corne van der Nest
1 reviews | Active since Jan 2020
28 Jan 2026, 13:38
Flight Centre Rosebank Mall.
We dealt with Flight Centre Rosebank to book train tickets for our UK holiday in December. We dealt with a certain Ms Lebo Moloi. Although we booked and paid for first class train tickets several of the first-class services were cancelled due to train shortages in the UK over the festive season. We were assured by British and Scottish Rail that we will be reimbursed as we did not receive what we paid for. We were further advised that only the entity that booked the tickets may reclaim these costs. Although we advised Ms Moloi of this on our return and requested her to reclaim our costs we have not heard a word from her or Flight Centre. We have sent various follow up emails without even a response. Needless to say we paid commission on the booking and expect some sort of service.
0
Replies (0)LB
Lance B
1 reviews | Active since Jan 2020
27 Jan 2026, 13:03
Flight Centre online flights bookings are *****
if you plan on travelling in the future and you know where you want to go and you are sure of your travel dates RATHER BOOK DIRECTLY WITH THE AIRLINE. Booking cheaper tickets through flight centre left me in total shock when I had to make an unexpected change to our flights to return earlier. I also had to fork out R5000(just one way) for our luggage as it is not included in the booking . My wife and I went on holiday to Ireland ( for the first time together since our wedding ) and it turned into a compete money making disaster cause when we tried to change our ticket to come back home just 2 weeks earlier we were told from flight centre’s call centre that the airline charges a penalty to change the ticket , the penalty is between R4000 and R8000 and then there is a R450 penalty fee from flight centre and then also you need to pay the difference in the flight prices ,Not to mention you need to pay for your suit cases R1500 per passenger so what seemed like a good deal turned into a money making frenzy from flight centre because I ended up paying WAY MORE for the tickets than I would have paid if I just booked straight through the airline directly . Normally on your ticket you get a free change , and your luggage is included but the minute you book through flight centre the airline refuse to help you or assist you directly and then you just have to go through flight centre call centre in Jhb who add exorbitant prices and charges to the booking and then claim ‘ this is the airline penalty’ fee for changes. DO NOT BOOK THROUGH THESE PEOPLE , rather just go straight to the AIRLINE and book there because I assure you , if you have to make any changes to your flight due to unforeseen reasons THEY WILL ADD TONS OF CHARGES and then say ITS THE AIRLINE yet it is FLIGHT CENTRE themself who charge this and not the airline . You will be LEFT OUT OF POCKET . Just book with the airline directly if you want to save yourself heartache and disappointment. NEVER AGAIN . A ‘cheap ticket ‘ left me paying more than a normal ticket at the end of it all . Cheaper isn’t always cheaper . NEVER AGAIN
Helpful (0)
|Replies (0)LB
Lance B
1 reviews | Active since Jan 2020
27 Jan 2026, 13:03
Flight Centre online flights bookings are *****
if you plan on travelling in the future and you know where you want to go and you are sure of your travel dates RATHER BOOK DIRECTLY WITH THE AIRLINE. Booking cheaper tickets through flight centre left me in total shock when I had to make an unexpected change to our flights to return earlier. I also had to fork out R5000(just one way) for our luggage as it is not included in the booking . My wife and I went on holiday to Ireland ( for the first time together since our wedding ) and it turned into a compete money making disaster cause when we tried to change our ticket to come back home just 2 weeks earlier we were told from flight centre’s call centre that the airline charges a penalty to change the ticket , the penalty is between R4000 and R8000 and then there is a R450 penalty fee from flight centre and then also you need to pay the difference in the flight prices ,Not to mention you need to pay for your suit cases R1500 per passenger so what seemed like a good deal turned into a money making frenzy from flight centre because I ended up paying WAY MORE for the tickets than I would have paid if I just booked straight through the airline directly . Normally on your ticket you get a free change , and your luggage is included but the minute you book through flight centre the airline refuse to help you or assist you directly and then you just have to go through flight centre call centre in Jhb who add exorbitant prices and charges to the booking and then claim ‘ this is the airline penalty’ fee for changes. DO NOT BOOK THROUGH THESE PEOPLE , rather just go straight to the AIRLINE and book there because I assure you , if you have to make any changes to your flight due to unforeseen reasons THEY WILL ADD TONS OF CHARGES and then say ITS THE AIRLINE yet it is FLIGHT CENTRE themself who charge this and not the airline . You will be LEFT OUT OF POCKET . Just book with the airline directly if you want to save yourself heartache and disappointment. NEVER AGAIN . A ‘cheap ticket ‘ left me paying more than a normal ticket at the end of it all . Cheaper isn’t always cheaper . NEVER AGAIN
0
Replies (0)RK
Robert K
1 reviews | Active since Jan 2020
16 Jan 2026, 13:09
"Huge shoutout to Karen Ackhurst for her outstanding support!
"Huge shoutout to Karen Ackhurst for her outstanding support! After a rocky start with a different consultant, Karen took over my booking and handled everything with grace. She took the initiative to fix every error and made sure I felt heard and valued as a customer. Her problem-solving skills and positive attitude are exactly what great service looks like. Thank you, Karen, for going above and beyond to make my trip possible!"
Helpful (0)
|Replies (0)RK
Robert K
1 reviews | Active since Jan 2020
16 Jan 2026, 13:09
"Huge shoutout to Karen Ackhurst for her outstanding support!
"Huge shoutout to Karen Ackhurst for her outstanding support! After a rocky start with a different consultant, Karen took over my booking and handled everything with grace. She took the initiative to fix every error and made sure I felt heard and valued as a customer. Her problem-solving skills and positive attitude are exactly what great service looks like. Thank you, Karen, for going above and beyond to make my trip possible!"
0
Replies (0)