FC
Flight Centre South Africa
Verified Business
FC
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Flight Centre South Africa shows a deeply polarised customer experience. Named consultants at specific branches deliver exceptional, personalised service that customers praise enthusiastically. However, a substantial cohort describes prolonged refund battles, poor communication after bookings, hidden fees, and consultants who disappear when problems arise. Outcomes appear highly dependent on which individual agent customers happen to engage.
TrustIndex
6.4
Ranking
#12
in Travel Agencies
NPS Score
0
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Flight Centre South Africa shows a deeply polarised customer experience. Named consultants at specific branches deliver exceptional, personalised service that customers praise enthusiastically. However, a substantial cohort describes prolonged refund battles, poor communication after bookings, hidden fees, and consultants who disappear when problems arise. Outcomes appear highly dependent on which individual agent customers happen to engage.
Flight Centre South Africa's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Travel Expertise. Customer Service & Travel Expertise (3.0). Named consultants like Tristan, Tessa, Nadia, Zonke, Karen and Sharon receive glowing praise for patience, responsiveness, and going beyond expectations. However, an equally vocal group reports dismissive, unresponsive, or unprofessional agents who provide incorrect advice and disappear after payment.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Meagan went above and beyond to help me cancel an air ticket to change travel dates. I spent a long time with her, asking her so many questions that I could have easily frustrated her. She, however, took it in her stride, and we were able to finalise travel plans that were the most suitable.
1 reviews | Active since Jan 2020
Meagan went above and beyond to help me cancel an air ticket to change travel dates. I spent a long time with her, asking her so many questions that I could have easily frustrated her. She, however, took it in her stride, and we were able to finalise travel plans that were the most suitable.
1 reviews | Active since Jan 2020
I unfortunately had to cancel my Emirates flight due to the war. I had to lay out money that I did not have to book new flights and have since been waiting for the refund. I got confirmation from the flight centre agent assisting me that the refund was paid from Emirates to Flight centre on the 16th of April. It has been a back and forth struggle since then for them to pay me which does not make sense as the funds do not belong to them. I have provided them with everything requested and they still cannot be bothered to even tell me when I can expect the funds in my bank account. I have tried to be patient but this is now very frustrating as days just pass by. The level of urgency with funds is really disheartening and disappointing. Please I desperately need the funds as soon as yesterday.
1 reviews | Active since Jan 2020
I unfortunately had to cancel my Emirates flight due to the war. I had to lay out money that I did not have to book new flights and have since been waiting for the refund. I got confirmation from the flight centre agent assisting me that the refund was paid from Emirates to Flight centre on the 16th of April. It has been a back and forth struggle since then for them to pay me which does not make sense as the funds do not belong to them. I have provided them with everything requested and they still cannot be bothered to even tell me when I can expect the funds in my bank account. I have tried to be patient but this is now very frustrating as days just pass by. The level of urgency with funds is really disheartening and disappointing. Please I desperately need the funds as soon as yesterday.
1 reviews | Active since Jan 2020
I’m extremely disappointed with the service from Flight Centre. My flight dates were changed unexpectedly, and I was not properly informed. Instead, I had to reach out myself to find out what was going on — there was no proactive communication from their side, which is very frustrating. If there were going to be changes, I should have been notified at least a day in advance. Some of us plan ahead, and this completely disrupted everything I had already arranged. Because of this sudden change, I now have to contact multiple places to request refunds for bookings I made based on my original itinerary. Unfortunately, some of these places do not even offer refunds, which means I’m now facing unnecessary financial loss. When I made these bookings, I trusted that my flight arrangements would remain reliable. This situation has been incredibly frustrating and disappointing. I expected much better communication and consideration.
1 reviews | Active since Jan 2020
I’m extremely disappointed with the service from Flight Centre. My flight dates were changed unexpectedly, and I was not properly informed. Instead, I had to reach out myself to find out what was going on — there was no proactive communication from their side, which is very frustrating. If there were going to be changes, I should have been notified at least a day in advance. Some of us plan ahead, and this completely disrupted everything I had already arranged. Because of this sudden change, I now have to contact multiple places to request refunds for bookings I made based on my original itinerary. Unfortunately, some of these places do not even offer refunds, which means I’m now facing unnecessary financial loss. When I made these bookings, I trusted that my flight arrangements would remain reliable. This situation has been incredibly frustrating and disappointing. I expected much better communication and consideration.
1 reviews | Active since Jan 2020
Flight Centre Rosebank Mall are a bunch of ****mers and *******. I have had the absolute worse experience with them. DO NOT USE THEM, you will loose thousands!! It started in December when I was planning my husbands trip in December. I got through to agent Kyle, I explicitly asked if I could have a refundable ticket, as it was almost guaranteed that my husband wouldnt be returning once he secures a job. Kyle assured me he would be able to assit. January came and we were readybto book my husbands tickets, at this point flight centre online was showing the ticket for 21k and Flight Centre Rosebank 25k. Kyle then assured me dealing with an agent would be far better in the long run as their would be a person I could contact directly to arrange a refund once ready. Low and behold when I messaged Kyle on the 28th February to start the process, he only responded on the 3rd March, to advise that he had been off ill but he will handle it. A few days had again passed and my husband flight date was fast approaching. Again trying to reach out to Kyle, he responds with a casual, "I am on the phone with the airline to arrange cancelation of your flight and refund. He then requests a written email from ny husband requesting the cancelation and refund and we ablidge. Hopeful that now the process is in full swing. On the 5the March Kyle confirmed that refund request has been submited and would take 7 workings days. I then followed up on the 5th, with response. I sent another follow up message on the 13th March to which Kyle responds. I am in the process of escalating your matter. How did we go from waiting for 7 days for a refund to escalating? This was Kyles response when asking should i be concerned, "To be honest with you, unfortunately I would be yes , the reason I am escalating is that the feedback I got back was that the cancellation penalty outways the refund amount which would mean nothing to refund but I have my head office team trying to discuss it with the airline , it is due to the middle east conflict that all pricings have been amended and unfortunately sky rocketed the cancellations and rates at the moment The rate of exchange has also been affected which is not helping any of us but I am fighting for you" I dont work in travel, but even i can tell you that the above was a load of *******. I took it a step further and contacted his manager Jason who rather tried to cover for Kyle instead of address the issue at hand and assist me as their client. It is now the 17th April 2026 and I have yet to hear back from them. I habe requested the flight ticket details such as the fare and such. I still do not have thay available to be. I quite frankly think Kyle messed up and did not book a refundable ticket as i requested and instead of Flight Centre Rosebank seeing to it that he rectifies his mistake and owns up to it, I am left with no answers and thousands of rands out of pocket. I have sought assistance from the Ombudsman and await their feedback. It is absolutely disgusting how we are being ****** of thousands of Rands in broad daylight and these travel agencies get away with it!
1 reviews | Active since Jan 2020
Flight Centre Rosebank Mall are a bunch of ****mers and *******. I have had the absolute worse experience with them. DO NOT USE THEM, you will loose thousands!! It started in December when I was planning my husbands trip in December. I got through to agent Kyle, I explicitly asked if I could have a refundable ticket, as it was almost guaranteed that my husband wouldnt be returning once he secures a job. Kyle assured me he would be able to assit. January came and we were readybto book my husbands tickets, at this point flight centre online was showing the ticket for 21k and Flight Centre Rosebank 25k. Kyle then assured me dealing with an agent would be far better in the long run as their would be a person I could contact directly to arrange a refund once ready. Low and behold when I messaged Kyle on the 28th February to start the process, he only responded on the 3rd March, to advise that he had been off ill but he will handle it. A few days had again passed and my husband flight date was fast approaching. Again trying to reach out to Kyle, he responds with a casual, "I am on the phone with the airline to arrange cancelation of your flight and refund. He then requests a written email from ny husband requesting the cancelation and refund and we ablidge. Hopeful that now the process is in full swing. On the 5the March Kyle confirmed that refund request has been submited and would take 7 workings days. I then followed up on the 5th, with response. I sent another follow up message on the 13th March to which Kyle responds. I am in the process of escalating your matter. How did we go from waiting for 7 days for a refund to escalating? This was Kyles response when asking should i be concerned, "To be honest with you, unfortunately I would be yes , the reason I am escalating is that the feedback I got back was that the cancellation penalty outways the refund amount which would mean nothing to refund but I have my head office team trying to discuss it with the airline , it is due to the middle east conflict that all pricings have been amended and unfortunately sky rocketed the cancellations and rates at the moment The rate of exchange has also been affected which is not helping any of us but I am fighting for you" I dont work in travel, but even i can tell you that the above was a load of *******. I took it a step further and contacted his manager Jason who rather tried to cover for Kyle instead of address the issue at hand and assist me as their client. It is now the 17th April 2026 and I have yet to hear back from them. I habe requested the flight ticket details such as the fare and such. I still do not have thay available to be. I quite frankly think Kyle messed up and did not book a refundable ticket as i requested and instead of Flight Centre Rosebank seeing to it that he rectifies his mistake and owns up to it, I am left with no answers and thousands of rands out of pocket. I have sought assistance from the Ombudsman and await their feedback. It is absolutely disgusting how we are being ****** of thousands of Rands in broad daylight and these travel agencies get away with it!
1 reviews | Active since Jan 2020
I holidayed with my daughter who lives in New Zealand. Due to the war in the Middle East, I had to make new travel arrangements for my return journey to South Africa. This in incurred additional cost in airfare for my return journey. The initial refund was R500. I sent Emirates an email requesting a refund for the unused air ticket and was informed to contact Flight Centre for the refund. I have sent Flight Centre a letter lodging an immediate refund for the unused air ticket return journey. The agent is often not in the office. I requested acknowledgment of the email sent. Reply is still waiting for the refund from Emirates. Unacceptable service.
1 reviews | Active since Jan 2020
I holidayed with my daughter who lives in New Zealand. Due to the war in the Middle East, I had to make new travel arrangements for my return journey to South Africa. This in incurred additional cost in airfare for my return journey. The initial refund was R500. I sent Emirates an email requesting a refund for the unused air ticket and was informed to contact Flight Centre for the refund. I have sent Flight Centre a letter lodging an immediate refund for the unused air ticket return journey. The agent is often not in the office. I requested acknowledgment of the email sent. Reply is still waiting for the refund from Emirates. Unacceptable service.
1 reviews | Active since Jan 2020
I'm am lost for words, we aid a deposit of 10000 for my mom's ticket it's been more then 3 years of trying to get the money back I've emailed the documents they wanted 3 times and handed it in at the branch in farrarmere Still nothing, they only keep asking for the same documents I've now just started resending the same email with the attachments Honestly it's been years doing this.... Can I just have the money back And a huge complaint to there admin and legal team seems like they don't want to give me the money back Like the death of my mom wasn't bad enough years later I'm still trying to sort her stuff with flight Centre who are unable to check emails
1 reviews | Active since Jan 2020
I'm am lost for words, we aid a deposit of 10000 for my mom's ticket it's been more then 3 years of trying to get the money back I've emailed the documents they wanted 3 times and handed it in at the branch in farrarmere Still nothing, they only keep asking for the same documents I've now just started resending the same email with the attachments Honestly it's been years doing this.... Can I just have the money back And a huge complaint to there admin and legal team seems like they don't want to give me the money back Like the death of my mom wasn't bad enough years later I'm still trying to sort her stuff with flight Centre who are unable to check emails
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
The most common complaint about Flight Centre South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Travel Experience & Reliability. Travel Experience & Reliability (2.5). Customers report mismatches between booked and delivered experiences, including a Zanzibar 4-star hotel that felt 2-star, cruise check-in failures, luggage not included on advertised cheap fares, and visa documentation gaps that disrupted entire holidays.
Flight Centre South Africa scores 2.1 out of 5 on Hellopeter's AI analysis of service quality in Travel Agencies, compared to the Travel Agencies industry average of 2.3. Their strongest theme is Service & Expertise (3); their weakest is Communication (1.5). The top AI-rated Travel Agencies business on Hellopeter is Pentravel (4.6). How is the AI Score calculated? →
Flight Centre South Africa has a TrustIndex of 6.4 out of 10 on Hellopeter, based on 67 reviews in the last 12 months. Hellopeter has tracked Flight Centre South Africa across 2,228 total reviews. How is the TrustIndex calculated? →