****** out of thousands by Flight Centre Rosebank!!!!

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!