Flight Centre Compensation Question

[jamesjfa]

Hello

I am after some advice and opinions.

In the past I have used the same person at Flight Centre to book holidays for me. He would beat any quote I had but only after me doing the shopping around. So I decided to give them a miss for a while.

Unfortunately though I had a death in my immediate family and had to get back to Scotland ASAP. I called the person from Flight Centre and explained the situation. He asked me for a return date which I was unable to provide (didn't know when funeral would be etc) but I asked him to book a flexible ticket so that I could change it. Having used them at work before I know they are handy to have. He then proceeded to book the flight for the following morning and with a return date of the 28th (today actually).

After getting over there after a 30hr journey. I found out information about the funeral etc and emailed Flight Centre about returning on the 18th of August. They replied "We'd just have to pay a reissue fee of $200"... I thought this was strange but I never replied as I had other things to deal with.

Once the funeral was over, I emailed him back asking if he could book in the date for me. I wasn't happy at having to pay a re issue fee on a flexible ticket but just wanted to get back to my family over here. It was all stressful enough and just needed to know I would get home. I received an out of office reply so I contacted the emergency phone number provided on the documentation. I explained to the person on the phone what was happening and they said they would look into it.

Shortly after, I received a call from the manager of the store where I had booked the ticket. She understood (or so she said) that it was a stressful time and that I should get some sleep (it was midnight my time and 9am for her) and she would ring me at 8 in the morning and that not to worry as it would all be sorted. This was a huge weight off my mind.

Imagine my surprise though, when the call failed to materialise and when I checked my email and found this, "The next day those booking classes are available is the 27th August which is the day before you are due to fly out."

I was shocked, upset & angry. What was flexible about this. I emailed customer relations at Flight Centre and had no response. I contacted Flight Centre in the UK and they looked at my booking. They said they couldn't do anything with it as it had to be dealt with by the Australian team. However they gave me a number for the airline and after calling them and been given other numbers I was able to talk to someone from the Airline in the UK. This is when another shock came. They informed me that the ticket that Flight Centre had booked was NOT flexible. I explained the situation to them and she went and spoke with someone. She said that if I could provide the death certificate then they would put a waiver on the ticket allowing it to be changed to the 18th. I provided the information and they let me know that the correct details had been put on to the account. I asked if they could issue the ticket but she informed me that I had to go through Flight Centre. I really didn't want to do this but it appeared I had no choice.

Another late night for me calling them and again was told not to worry they could see the waiver and they would send me the details. I couldn't really sleep so was up during the night and checked my emails. They were able to get me leaving the UK on the 18th but, "So if we depart on the 18th August the total cost is going to be $847 to change it. They have put the change fee of $267 plus a fare difference of $580. Thats excellent as the Edinburgh to Amsterdam flight only had 3 seats left (and I've got one of those for you)."

So I did all the calling and even provided my mother's death certificate and for this Flight Centre charge me $847. I am absolutely disgusted by them.

When I got back, I called their customer relations team. I explained that I send them an email while in Scotland. She did a search on their system and eventually found it in the SPAM folder. today they eventually replied. she said they were sorry etc and that it would be brought up in the next team meeting. They have however offered me a $200 voucher that I have to use within a year...........

Personally, and maybe it's just me as I'm still raw etc, but I find this disgusting. To me, when I customer asks for a flexible ticket, thats what they get. Not one that could be changed if the sun is pointing the correct way and the neighbours cat is black.... mind you we will still charge an arm and a leg to change it for you sir and it's a great deal.

Do I have any other course of action. Is flight Centre really this bad?

Thanks in advance for any suggestion etc.

James

 

[puppysparkes]

Its something nobody should have to deal with at a stressful time. I spoke to my partner ex FC corporate agent who advised:

Flight centre's usual practice is to issue you with paperwork to sign which outlines the T&C's of your fare. Alternately they will send you an email asking you to reply in writing or to click on a link confirming you understand the booking T&C's. If this didn't occur you are facing a hearsay situation. Did you receive an itinerary at all? It should also outline this info.

The situation is compounded by the fact that FC agents and stores pay for changes or expenses incurred through their error. So you may have a fight on your hands in getting someone to accept liability if the booking was processed verbally.

Also seats may not have been available for a flexi class fare.

Hope that helps.

 

[whatmeworry]

Do I have any other course of action. Is flight Centre really this bad?

Thanks in advance for any suggestion etc.

James

Yes they are really that bad.

You could try Australian Federation of Travel Agents or consumer affairs in your state.

Contact Us :: AFTA online

 

[jamesjfa]

Its something nobody should have to deal with at a stressful time. I spoke to my partner ex FC corporate agent who advised:

Flight centre's usual practice is to issue you with paperwork to sign which outlines the T&C's of your fare. Alternately they will send you an email asking you to reply in writing or to click on a link confirming you understand the booking T&C's. If this didn't occur you are facing a hearsay situation. Did you receive an itinerary at all? It should also outline this info.

The situation is compounded by the fact that FC agents and stores pay for changes or expenses incurred through their error. So you may have a fight on your hands in getting someone to accept liability if the booking was processed verbally.

Also seats may not have been available for a flexi class fare.

Hope that helps.

I did receive an itinerary and if I am being honest just checked the flight times etc. Fully expected it to be flexible like I asked. You live and learn I suppose. I will never knowingly deal with them again though.

Thank You,
James

 

[jamesjfa]

Yes they are really that bad.

You could try AFTA or consumer affairs in your state.

Thank You. I have just sent them an email too.

Cheers,
James

 

[puppysparkes]

I did receive an itinerary and if I am being honest just checked the flight times etc. Fully expected it to be flexible like I asked. You live and learn I suppose. I will never knowingly deal with them again though.

Thank You,
James

Bummer, I was hoping it was processed verbally so you could argue standard practice was not followed. I would still state your case with the FC founder, Skroo Turner, perhaps via his blog: http://skrooturner.com/

 

[GladstoneTim]

Hi James,
So, did the itinerary outline the details of the fare conditions and you, sadly, missed them? If so, it still doesn't exonerate Flight Centre morally but maybe it does legally. Do let us know how you get on with the different approaches you are taking. Interesting they were prepared to give you the voucher. Admission of guilt maybe???

 

[jamesjfa]

Well on the advice from AFTA, I have asked customer relations to escalate the matter to their Risk Management Department (Legal Area). They have now said they would also refund a $50 fee they they charge for admin. I have also also asked them for Graham Turner's telephone number and email address as they only provided his mailing address in QLD. I also asked to see the invoice from the airline to Flight Centre with the charges that they passed on to me.

Will update once I hear anything back. I would never dream of treating a customer like this. Shocking really.

Cheers,
James

 

[agentgerko]

There are a couple of points as an agent I'd like to make.

1. Unless you're prepared to pay absolutely ridiculous dollars, then there is no such thing as a totally flexible ticket. Why pay $5000 for a totally flexible economy ticket when you can get one for $2000 with a $200 change fee? Its cheaper to change a dozen times at a fee than to buy the totally flexible ticket. So these days, when a customer asks for a flexible ticket, I immediately suggest they buy the cheapest fare that is changeable for a fee.
2. Even a totally flexible ticket is bound by seat availability. You can't change to a flight that is full no matter how flexible your ticket is.
3. Every airline has up to a dozen different booking codes, with each one getting gradually cheaper but less flexible. For example, on Oct 1 the cheapest QF fare to London is $1514 for O class and the dearest $12083 for Y class. Thats a range of over ten thousand dollars just in Economy Class! The Y class fare is totally flexible but no agent in his right mind would offer that fare to a customer.
4. Flight Centres staff mostly work on retainer and commission. They give the impression of being cheap but as you point out only to the point that they will beat other quotes. If you do not provide another quote then they will often be quite dear as it may be in the consultants mind to maximise the commission he or she will earn. Perhaps consider using an agent whose staff are salaried and who will do the work for you instead of expecting you to hunt around for best fares first. That's supposed to be part of the agents job.

It sounds like the FC consultant did a poor job of explaining your fare in the first place but beyond that I don't think they ripped you off. If they had asked for thousands of dollars extra to give you a truly flexible fare would you have paid it? Its likely you would have had to pay around the cost of Business Class just to get a truly flexible Economy Class ticket. I doubt very much you would have done that, and even then that still doesn't guarantee you a seat on any flight.

In reality you got what you paid for however if the consultant at FC did not explain the rules of your fare properly then I think you probably do have a right to claim from them. Customers should be given a list of the rules for changes and/or cancellation. Were you given those? If not then you have every right to complain.

 

[jamesjfa]

There are a couple of points as an agent I'd like to make.

1. Unless you're prepared to pay absolutely ridiculous dollars, then there is no such thing as a totally flexible ticket. Why pay $5000 for a totally flexible economy ticket when you can get one for $2000 with a $200 change fee? Its cheaper to change a dozen times at a fee than to buy the totally flexible ticket. So these days, when a customer asks for a flexible ticket, I immediately suggest they buy the cheapest fare that is changeable for a fee.
2. Even a totally flexible ticket is bound by seat availability. You can't change to a flight that is full no matter how flexible your ticket is.
3. Every airline has up to a dozen different booking codes, with each one getting gradually cheaper but less flexible. For example, on Oct 1 the cheapest QF fare to London is $1514 for O class and the dearest $12083 for Y class. Thats a range of over ten thousand dollars just in Economy Class! The Y class fare is totally flexible but no agent in his right mind would offer that fare to a customer.
4. Flight Centres staff mostly work on retainer and commission. They give the impression of being cheap but as you point out only to the point that they will beat other quotes. If you do not provide another quote then they will often be quite dear as it may be in the consultants mind to maximise the commission he or she will earn. Perhaps consider using an agent whose staff are salaried and who will do the work for you instead of expecting you to hunt around for best fares first. That's supposed to be part of the agents job.

It sounds like the FC consultant did a poor job of explaining your fare in the first place but beyond that I don't think they ripped you off. If they had asked for thousands of dollars extra to give you a truly flexible fare would you have paid it? Its likely you would have had to pay around the cost of Business Class just to get a truly flexible Economy Class ticket. I doubt very much you would have done that, and even then that still doesn't guarantee you a seat on any flight.

In reality you got what you paid for however if the consultant at FC did not explain the rules of your fare properly then I think you probably do have a right to claim from them. Customers should be given a list of the rules for changes and/or cancellation. Were you given those? If not then you have every right to complain.

You certainly make valid points. As you say though they should have explained about the ticket. They could and should have said that a fully flexible costs X amount and this is what we should do. Not leave me believing everything was ok.Incidentally, the itinerary they sent said it was $400 to change the ticket..... then they came back and said $200 for a re-issue fee..... they should at least be consistent.

Cheers,
James

 

[agentgerko]

You are 100% James. It should be a simple matter to look up the rules on a fare and to advise them to your passengers. I hope you are able to get this resolved to your satisfaction. And don't give up on agents. Most of us go out of our way to get the best fares for people and to explain the rules carefully. Happy customers are repeat customers. Any agent that makes you shop around before coming to them is not a real agent as far as I'm concrned. They are nothing but a ticket processor.

 

[jamesjfa]

You are 100% James. It should be a simple matter to look up the rules on a fare and to advise them to your passengers. I hope you are able to get this resolved to your satisfaction. And don't give up on agents. Most of us go out of our way to get the best fares for people and to explain the rules carefully. Happy customers are repeat customers. Any agent that makes you shop around before coming to them is not a real agent as far as I'm concrned. They are nothing but a ticket processor.

I couldn't agree with you more. I certainly wont knowing use FC again.

 

[chemtrails]

There are a couple of points as an agent I'd like to make.

1. Unless you're prepared to pay absolutely ridiculous dollars, then there is no such thing as a totally flexible ticket. Why pay $5000 for a totally flexible economy ticket when you can get one for $2000 with a $200 change fee? Its cheaper to change a dozen times at a fee than to buy the totally flexible ticket. So these days, when a customer asks for a flexible ticket, I immediately suggest they buy the cheapest fare that is changeable for a fee.
2. Even a totally flexible ticket is bound by seat availability. You can't change to a flight that is full no matter how flexible your ticket is.
3. Every airline has up to a dozen different booking codes, with each one getting gradually cheaper but less flexible. For example, on Oct 1 the cheapest QF fare to London is $1514 for O class and the dearest $12083 for Y class. Thats a range of over ten thousand dollars just in Economy Class! The Y class fare is totally flexible but no agent in his right mind would offer that fare to a customer.
4. Flight Centres staff mostly work on retainer and commission. They give the impression of being cheap but as you point out only to the point that they will beat other quotes. If you do not provide another quote then they will often be quite dear as it may be in the consultants mind to maximise the commission he or she will earn. Perhaps consider using an agent whose staff are salaried and who will do the work for you instead of expecting you to hunt around for best fares first. That's supposed to be part of the agents job.

It sounds like the FC consultant did a poor job of explaining your fare in the first place but beyond that I don't think they ripped you off. If they had asked for thousands of dollars extra to give you a truly flexible fare would you have paid it? Its likely you would have had to pay around the cost of Business Class just to get a truly flexible Economy Class ticket. I doubt very much you would have done that, and even then that still doesn't guarantee you a seat on any flight.

In reality you got what you paid for however if the consultant at FC did not explain the rules of your fare properly then I think you probably do have a right to claim from them. Customers should be given a list of the rules for changes and/or cancellation. Were you given those? If not then you have every right to complain.

The real issue is that there wasn't a clear understanding by both parties, I'm not a legal person but that sounds like there wasn't a 'meeting of the minds'.

Working in sales, I always work that you have to explain the conditions and why you're doing what you're doing to the customer so they understand what's going on. It results in a considerable lot less complaints and creates great customers. I think you rightly point out, there are great agents out there but there are also ticket processors out there who want to get your money and then move onto the next sale.

 

[Travel Guru]

You certainly make valid points. As you say though they should have explained about the ticket. They could and should have said that a fully flexible costs X amount and this is what we should do. Not leave me believing everything was ok.Incidentally, the itinerary they sent said it was $400 to change the ticket..... then they came back and said $200 for a re-issue fee..... they should at least be consistent.

Cheers,
James

As a Travel Advisor with over a decade of experience in the industry (including several years spent at FC in consulting and managing before heading out on my own and focussing on the higher end of the market) I completely concur with everything agentgerko said.

In over a decade in the industry I have NEVER sold anyone a full Y airfare and given your usual practice was to get the very lowest price by shopping around and having him beat it I'm not surprised they wouldn't have even considered it as an option for you.

Take it as a learning experience, be more clear with your requirements and get everything in writing from now on.

TG

 

[chemtrails]

As a Travel Advisor with over a decade of experience in the industry (including several years spent at FC in consulting and managing before heading out on my own and focussing on the higher end of the market) I completely concur with everything agentgerko said.

In over a decade in the industry I have NEVER sold anyone a full Y airfare and given your usual practice was to get the very lowest price by shopping around and having him beat it I'm not surprised they wouldn't have even considered it as an option for you.

Take it as a learning experience, be more clear with your requirements and get everything in writing from now on.

TG

It still doesn't change the fact that a travel agent made an assumption and FAILED to explain that assumption to the customer. That's a customer service fail and a fail on the Travel Agents side.

 

[Travel Guru]

It still doesn't change the fact that a travel agent made an assumption and FAILED to explain that assumption to the customer. That's a customer service fail and a fail on the Travel Agents side.

True although that's also based on an assumption on your part given you only have the OP's version of events and weren't there to know what transpired.

I'm never one to stand up for FC agents mostly because I know just how bad most of them are at doing their job, but I also know that most people report a version of events that is skewed in their favour at the best of times let alone when in the middle of a serious emotional event (and sorry for the OP's loss by the way), so am not going to be drawn into assumptions myself that it was necessarily one persons fault, I've been in travel long enough to know better than to do so.

TG

 

[Cool Cat Phil]

I think you rightly point out, there are great agents out there but there are also ticket processors out there who want to get your money and then move onto the next sale.

Spot on. In my own experience with Flight Centre, that is exactly how they operate. And yes, all Flight Centre Travel agents work on a terribly low base salary/wage & commissions is really what the travel agents live off. Nothing illegal about this, but doesn't give me, as a Consumer the impression that i'm going to get the best deal by booking through Flight Centre. Just a few quick thoughts.

 

[Cool Cat Phil]

There are a couple of points as an agent I'd like to make.

1. Unless you're prepared to pay absolutely ridiculous dollars, then there is no such thing as a totally flexible ticket. Why pay $5000 for a totally flexible economy ticket when you can get one for $2000 with a $200 change fee? Its cheaper to change a dozen times at a fee than to buy the totally flexible ticket. So these days, when a customer asks for a flexible ticket, I immediately suggest they buy the cheapest fare that is changeable for a fee.
2. Even a totally flexible ticket is bound by seat availability. You can't change to a flight that is full no matter how flexible your ticket is.
3. Every airline has up to a dozen different booking codes, with each one getting gradually cheaper but less flexible. For example, on Oct 1 the cheapest QF fare to London is $1514 for O class and the dearest $12083 for Y class. Thats a range of over ten thousand dollars just in Economy Class! The Y class fare is totally flexible but no agent in his right mind would offer that fare to a customer.
4. Flight Centres staff mostly work on retainer and commission. They give the impression of being cheap but as you point out only to the point that they will beat other quotes. If you do not provide another quote then they will often be quite dear as it may be in the consultants mind to maximise the commission he or she will earn. Perhaps consider using an agent whose staff are salaried and who will do the work for you instead of expecting you to hunt around for best fares first. That's supposed to be part of the agents job.

It sounds like the FC consultant did a poor job of explaining your fare in the first place but beyond that I don't think they ripped you off. If they had asked for thousands of dollars extra to give you a truly flexible fare would you have paid it? Its likely you would have had to pay around the cost of Business Class just to get a truly flexible Economy Class ticket. I doubt very much you would have done that, and even then that still doesn't guarantee you a seat on any flight.

In reality you got what you paid for however if the consultant at FC did not explain the rules of your fare properly then I think you probably do have a right to claim from them. Customers should be given a list of the rules for changes and/or cancellation. Were you given those? If not then you have every right to complain.

Well done agentgerko for your balanced view on this. I would love to know which travel agency you work, I would happily give you my business. You certainly have a firm grasp of airline booking codes & their respective conditions.

 

[Travel Guru]

Spot on. In my own experience with Flight Centre, that is exactly how they operate. And yes, all Flight Centre Travel agents work on a terribly low base salary/wage & commissions is really what the travel agents live off. Nothing illegal about this, but doesn't give me, as a Consumer the impression that i'm going to get the best deal by booking through Flight Centre. Just a few quick thoughts.

Very true, from what I've seen over the years I've noticed most FC agents take a very short term view to their clients instead of looking at the lifetime value of the client both from a service level perspective as well as doing the right thing and not taking advantage of their client.

Sadly that stems from the system where it's constantly figures focused and even the individual with the best of intentions gets caught up trying to make as much from every transaction right here abs right now just to satisfy managements budgets.

TG

 

[beentheredonethat]

I would never, ever even consider using Flight Centre again. Their advertised prices are bull**** and I don't know how they get away with it.