Flight Centre South Africa
3.7|2,228 reviews
Responds in 6 hours 57 min
JN
Jenny N
1 reviews | Active since Member
01 Apr 2026, 11:46
Flight Centre Pavilion
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.
Helpful (0)
Replies (2)0
Replies (2)Flight Centre South Africa's replyOfficial
02 Apr 2026, 07:59Good day Jenny
We are sorry to hear about your experience. We have shared your concerns with our Customer Experience Team who will be in direct contact with you to further assist. ~T.M
We are sorry to hear about your experience. We have shared your concerns with our Customer Experience Team who will be in direct contact with you to further assist. ~T.M
Best regards,
Flight Centre South Africa's reply02 Apr 2026, 07:59
Official
Good day Jenny
We are sorry to hear about your experience. We have shared your concerns with our Customer Experience Team who will be in direct contact with you to further assist. ~T.M
We are sorry to hear about your experience. We have shared your concerns with our Customer Experience Team who will be in direct contact with you to further assist. ~T.M
Best regards,
Flight Centre South Africa's replyOfficial
07 Apr 2026, 07:32 Dear Jenny.
Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the challenges you experienced with your return journey and the frustration caused during the refund process. We understand how stressful it must have been to make unexpected travel changes due to the situation in the Middle East, and we regret the inconvenience and additional costs this has caused you.
When travel is booked through Flight Centre, two agreements come into effect. The first is the agreement between yourself and Flight Centre, as outlined in our booking terms. The second is the agreement between yourself and the travel provider, in this case Emirates, for which we act as an agent. Each supplier has their own terms and conditions governing cancellations, changes, and refunds. By accepting the booking, customers agree to these terms, and in cases where there is any inconsistency, the supplier’s terms will take precedence.
With regard to your refund, any reimbursement for the unused portion of your ticket remains subject to the airline’s approval and refund policies. Flight Centre is only able to process the refund once the funds have been received from the airline. While we understand that you were advised to contact us, the process is still dependent on the airline releasing the applicable refund to us. According to our records, your consultant has been in contact with you to advise that we are still awaiting the refund from the airline. Please note that, depending on the airline’s processing timelines, some refunds can take up to 12 weeks to be finalised.
We appreciate your patience and understanding while this process is underway and will continue to monitor the progress to ensure the refund is processed as soon as it is received. Kind regards ~C.M
Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the challenges you experienced with your return journey and the frustration caused during the refund process. We understand how stressful it must have been to make unexpected travel changes due to the situation in the Middle East, and we regret the inconvenience and additional costs this has caused you.
When travel is booked through Flight Centre, two agreements come into effect. The first is the agreement between yourself and Flight Centre, as outlined in our booking terms. The second is the agreement between yourself and the travel provider, in this case Emirates, for which we act as an agent. Each supplier has their own terms and conditions governing cancellations, changes, and refunds. By accepting the booking, customers agree to these terms, and in cases where there is any inconsistency, the supplier’s terms will take precedence.
With regard to your refund, any reimbursement for the unused portion of your ticket remains subject to the airline’s approval and refund policies. Flight Centre is only able to process the refund once the funds have been received from the airline. While we understand that you were advised to contact us, the process is still dependent on the airline releasing the applicable refund to us. According to our records, your consultant has been in contact with you to advise that we are still awaiting the refund from the airline. Please note that, depending on the airline’s processing timelines, some refunds can take up to 12 weeks to be finalised.
We appreciate your patience and understanding while this process is underway and will continue to monitor the progress to ensure the refund is processed as soon as it is received. Kind regards ~C.M
Best regards,
Flight Centre South Africa's reply07 Apr 2026, 07:32
Official
Dear Jenny.
Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the challenges you experienced with your return journey and the frustration caused during the refund process. We understand how stressful it must have been to make unexpected travel changes due to the situation in the Middle East, and we regret the inconvenience and additional costs this has caused you.
When travel is booked through Flight Centre, two agreements come into effect. The first is the agreement between yourself and Flight Centre, as outlined in our booking terms. The second is the agreement between yourself and the travel provider, in this case Emirates, for which we act as an agent. Each supplier has their own terms and conditions governing cancellations, changes, and refunds. By accepting the booking, customers agree to these terms, and in cases where there is any inconsistency, the supplier’s terms will take precedence.
With regard to your refund, any reimbursement for the unused portion of your ticket remains subject to the airline’s approval and refund policies. Flight Centre is only able to process the refund once the funds have been received from the airline. While we understand that you were advised to contact us, the process is still dependent on the airline releasing the applicable refund to us. According to our records, your consultant has been in contact with you to advise that we are still awaiting the refund from the airline. Please note that, depending on the airline’s processing timelines, some refunds can take up to 12 weeks to be finalised.
We appreciate your patience and understanding while this process is underway and will continue to monitor the progress to ensure the refund is processed as soon as it is received. Kind regards ~C.M
Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the challenges you experienced with your return journey and the frustration caused during the refund process. We understand how stressful it must have been to make unexpected travel changes due to the situation in the Middle East, and we regret the inconvenience and additional costs this has caused you.
When travel is booked through Flight Centre, two agreements come into effect. The first is the agreement between yourself and Flight Centre, as outlined in our booking terms. The second is the agreement between yourself and the travel provider, in this case Emirates, for which we act as an agent. Each supplier has their own terms and conditions governing cancellations, changes, and refunds. By accepting the booking, customers agree to these terms, and in cases where there is any inconsistency, the supplier’s terms will take precedence.
With regard to your refund, any reimbursement for the unused portion of your ticket remains subject to the airline’s approval and refund policies. Flight Centre is only able to process the refund once the funds have been received from the airline. While we understand that you were advised to contact us, the process is still dependent on the airline releasing the applicable refund to us. According to our records, your consultant has been in contact with you to advise that we are still awaiting the refund from the airline. Please note that, depending on the airline’s processing timelines, some refunds can take up to 12 weeks to be finalised.
We appreciate your patience and understanding while this process is underway and will continue to monitor the progress to ensure the refund is processed as soon as it is received. Kind regards ~C.M
Best regards,