RT
Rita T
Active since Jul 2014
2
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2 reviews26 months ago
APATHETIC SERVICE BY FLIGHT CENTRE
My name is Rita Tooray. I am 67years old and a pensioner. I taught for 40 years and retired in 2017. Last year in March my husband and I decided to go to George in the Western Cape for a holiday of 10 days, with our daughter who teaches in George. We did not want the hassle of dealing with cancelled flights etc so we decided to buy our air tickets from Flight Centre at the Musgrave Centre branch ( even though we could have gotten our tickets much cheaper if we purchased them online.) This was because if we had any problems with the airline it would be handled by Flight Centre. We were so wrong. We were booked on SAA which used its plane from Durban to Johannesburg and booked us on their partner airline CEMAIR from Johannesburg to George. Our onward trip went well. On our return trip we were to fly back to Johannesburg at 11am on the 6th of April 2023. We were ar the airport at nine. Just prior to boarding we were informed that there was a mechanical problem with the plane and that the flight was postponed to 2pm (I think). There was much confusion in that small airport at that time because there were people who had to be in Johannesburg that morning and they were upset. We went to the CEMAIR desk where we were advised to cancel our flight and book with Safair. Some people did that, I think, but we opted to wait until 2 pm. Prior to boarding, we were told that they were still waiting for a part and that the plane was not fixed. The flight was then postponed to 6 pm. At this time, there were no flights going to Johannesburg until the next day. We then went back to the CEMAIR desk and told them to change our tickets to the first flight the next morning. We were very tired and hungry and we needed to rest. My husband is a diabetic and he was feeling unwell. We called our daughter to pick us up and spent the night at her place. This was a great deal of inconvenience for everyone. The next morning we were back at the airport at 9 because our flight was to leave at 11. We went to the CEMAIR desk to confirm our flight out, only to be told that the mechanical problem was still not sorted. The lady at the desk assured us that if we cancel our flight and book with another airline, Flight Centre would get our money back for us. So we did just that. We flew on SAFAIR back to Johannesburg and on SAA from Johannesburg to Durban. Two days later we went to FLIGHT CENTRE and we told them our story. We provided proof in the form of our boarding passes and receipt for the purchase of 2 return tickets on SAFAIR from George to Johannesburg. They sent an email to SAA and requested the refund for that part of the trip. We got no response from them and we got no refund.for weeks on end. I, either emailed Flight Centre or I went there. The only effort they made to get my refund was to send emails to SAA and forward me to show that they were trying. I asked them to phone the airline so that they can talk to a person and get answers but they didn't , to my knowledge. Eventually, much later, we were told that they received R1200 as a refund. The money was in the Flight Centre bank account . The consultant who dealt with us was Wendy L. She told us that it was less than half the amount that was due to us and that she would get the rest. The R1200 was refunded to us months later. We had paid Flight Centre over R15000 for the tickets to George from Durban. We never heard from her. I practically hounded her by phone calls or visits to the branch When I made no contact with her she just sat back and did nothing. I have all the email communication with her to date. I then decided to contact Cemair myself. I spoke to a woman at customer care. She was sympathetic. She told me that Cemair may not want to address this issue with me because I am a third party and that FLIGHT CENTRE should be the one to gt my refund back.She told me that there was not much that she could do. She asked me to speak to Martin who was the manager at the Durban branch. She also asked me to send all the information to her personal email, to customer care, to the accounts department of Cemair and to Martin. She gave me all the email addresses. I did as she suggested. When I called to speak to Martin I was told that he was in a meeting and that he would call me back. He never did and neither did I receive any reply to the 4 emails. Last week I went to FLIGHT CENTRE. Wendy, once again, sent an email and promised to send me the response by the afternoon. It never came. I went back this Monday. She told me that SAA said that te R1200 was all the refund that they are prepared to give me and a whole lot of other garbage . I asked her to forward me the response from SAA. She said that she will do so later because she was busy with a client. I did not receive the email and our deduction is that they could be trying to get rid of me and the problem . It would be appreciated if we could get som assistance with this matter. Thank you kindly Rita Tooray
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125 months ago
Think twice before staying here
On arriving we were given another group of peoples keys and on informing the white lady she said that she has already given us keys, yet we requested specific room requirements. Awhile later after we complained that the state and types of rooms provided were not satisfactory there was a change on her part and she then provided us with our correct keys. We then visit check and informed her of the issues and here response was \you have just arrive and all you do is complain". She had no manner of speaking and definitely is not trained in the service industry. All in all the surrounding area is lovely and the breakfast team did a good job. The management however needs to be upgraded immediately.<br> <br> Think twice before visiting this place else you will just add stress to your holiday/event."""
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