Complaints

This profile includes complaints for Flight Centre's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flight Centre

  700 980 Howe St Vancouver, BC V6Z 0C8

• 

  Flight Centre

  H5 - 777 Guelph Line Burlington, ON L7R 3N2

• 

  Flight Centre

  362 Richmond Rd Ottawa, ON K2A 0E8

• 

  Flight Centre

  700 35 McCaul St Toronto, ON M5T 1V7

• 

  The Flight Shops Inc

  C5 - 17600 Yonge St Newmarket, ON L3Y 4Z1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:31/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2024, my partner and I booked a $10,914.95 vacation package through Flight Centre for a December trip to **************************. The booking was made through Flight Centre with the understanding that the resort met advertised standards for quality, accessibility, and amenities.Upon arrival, we encountered multiple undisclosed and unacceptable conditions, including active construction, closed restaurants, inaccessible areas of the resort, unreliable shuttle service, and serious food safety concerns. These conditions were not communicated at the time of booking and directly contradicted the services and standards marketed and paid for.We submitted a formal complaint to Flight Centre on December 23, 2024, and were told to expect a resolution within 8 to 10 weeks. More than 12 weeks passed without resolution. Our case was escalated multiple times to their Customer Experience and Compliance teams, but no concrete action was taken. Instead, Flight Centre repeatedly deflected responsibility to ******* Vacations while providing no remedy themselves.On March 27, 2025, we filed a formal complaint with Consumer Protection BC due to the company's failure to resolve the matter.We are seeking a full refund of $10,914.95 due to misrepresentation, failure to disclose material conditions, and the delivery of a product that did not meet the advertised or expected standard of service. The service failure was not isolated it impacted fundamental elements of the vacation and would have negatively affected any customer.

  Business Response

  Date: 16/04/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to respond to this complaint regarding ****************** December 2024 vacation package to **************************, booked through Flight Centre.

  We acknowledge the clients dissatisfaction with their travel experience and have been working diligently to support them in line with our responsibilities as a travel agency. While Flight Centre is not the supplier of the travel services, we have taken multiple steps to advocate on behalf of Mr. ****** and his family.

  Upon receiving the complaint on December 23, 2024, our team submitted a formal case to the tour operator, WestJet Vacations (WSV), who are the supplier of the package. Following a delay due to an internal technical issue on their side, *** confirmed receipt of the full complaint and associated documentation on February 13, 2025. Since that time, Flight Centre has followed up on multiple occasions to escalate the matter and press for a timely resolution.
  On April 10, 2025, *** provided their formal response. They extended a goodwill offer to the client, which includes a $750 WestJet Vacations future travel credit (equivalent to two nights stay) and a complimentary room upgrade on a future stay at the same hotel. We have forwarded this offer to the client and will continue to facilitate any further discussions as needed.

  While we understand the client is seeking a full refund, we respectfully reiterate all decisions regarding compensation rest with the tour operator under the terms and conditions accepted at the time of booking.

  We remain committed to providing continued support within the scope of our role and are hopeful the suppliers offer will be seen as a step toward resolution.

  Sincerely,

  Customer Experience Team
  ********************************************************************
  *******************************************

  Business Response

  Date: 16/04/2025

  Thank you for the opportunity to respond to this complaint regarding Mr. ****** ****** (the client)s December 2024 ******* Vacations (WSV) package.

  Upon receiving the complaint on December 23, 2024, the matter was formally submitted by Flight Centre Travel Group (FCTG) to the supplier; WSV for review and consideration. It was not until February 13th,that a reply was received from the supplier.  **** followed up multiple times to escalate the matter and press for a timely resolution. *** acknowledged delays to their response times stating technical errors requiring additional submission of information resulting in WSV exceeding their 8-week resolution turnaround times.

  On April 10th, *** provided their formal response which was forwarded to the client directly. The supplier has offered an extended goodwill offer including a $750 WestJet Vacations future travel credit (equivalent to two nights stay) and a complimentary room upgrade on a future stay at the same hotel.

  FCTG respectfully reiterates all decisions regarding compensation rest with *** under the terms and conditions accepted by the client at the time of booking. We remain committed to providing continued support within the scope of our role and are hopeful the suppliers offer will be seen as a step toward resolution. 

  Customer Answer

  Date: 19/04/2025

   
  Complaint: 23127380
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,

  
  We acknowledge receipt of Flight Centres response dated April *******, forwarded to us through the BBB, which included an apology from ******* Vacations and a voucher offer from Grand Sirenis. After careful review, we formally reject this proposed resolution as wholly inadequate and offensive. Below, we outline our explicit reasons for rejecting this offer and our demand for immediate resolution.
  Reasons for Formal Rejection:
  
  Insufficient and Conditional Nature of Flight Centres Offer:
  
  Flight Centres proposed resolutiona mere $750 conditional future-travel credit from WestJet Vacations and a restrictive Grand Sirenis voucherrequires substantial additional financial investment from us. This offer effectively penalizes us further by demanding we spend even more money with the very entities responsible for our documented hardships. It is not restitution; it is exploitation.
  
  Misrepresentation and Failure to Disclose Essential Information by Flight Centre:
  
  In August 2024, at Flight Centres Coquitlam Centre location, the agent explicitly assured us that our specific accessibility requirements (ground-floor accommodations for elderly guests) would be clearly communicated to the resort. However, the agent failed entirely to disclose extensive renovations occurring at ********************* information that would have prevented us from ever booking this vacation. These undisclosed renovations severely impacted the accessibility, safety, hygiene, and overall comfort of our stay, significantly harming our elderly family members and affecting many other guests simultaneously.
  
  Documented Negligence and Procedural Misconduct by Flight Centre:
  
  Since filing our original complaint on December 23, 2024, Flight Centre repeatedly promised a resolution timeframe of no longer than 10 weeks. As of todayApril 19, 2025we have reached the seventeen-week ***** nearly double Flight Centres own explicitly stated deadline. Throughout this period, we have faced continuous procedural deflections, broken promises, and explicit breaches of Flight Centres obligations under British Columbias Business Practices and Consumer Protection Act (BPCPA).
  
  Direct Admission of Service Failure and Liability:
  
  Flight Centre forwarded explicit acknowledgments from both ******* Vacations and Grand Sirenis of service failures in relation to our booking (reference #************). By presenting these explicit acknowledgments without providing meaningful restitution, Flight Centre itself has directly confirmed the defective nature of the package it ****eted, sold,documented, and received payment forthus explicitly affirming its own direct liability as the licensed supplier responsible for this travel transaction.
  
  Our Formal Demand and Required Remedy:
  
  Given Flight Centres clearly documented breaches, negligence, misleading representations, and procedural misconduct, the only acceptable resolution is an immediate and unconditional full refund of the entire amount paid: CAD $10,914.95.
  We respectfully request the Better Business Bureau **** our complaint as formally "Unresolved"until Flight Centre explicitly confirms issuance of this full refund.
  
  Immediate Next Steps in Response to Flight Centres Insulting Offer:
  
  Due explicitly to the inadequacy and offensive nature of Flight Centres April 16, 2025 offer, we will immediately proceed with the following coordinated actions if our refund is not promptly provided:
  
  Escalate and vigorously pursue our existing complaint with Consumer Protection BC,explicitly documenting Flight Centres breaches under the BPCPA,deliberate failure to disclose essential information, and procedural misconduct.
  
  Initiate a credit-card chargeback for non-delivery of contracted services,supported by comprehensive documentation clearly establishing Flight Centres negligence and misconduct.
  
  As a direct consequence of Flight Centres insulting and inadequate April 16 offer,publicly disclose our detailed and comprehensive documentationincluding Flight Centres broken promises,documented delays, negligent omission of critical booking details,procedural misconduct, and offensive proposed resolutionto ***** ************** outlets, Canadian consumer advocacy groups,consumer-protection forums, prominent Canadian Reddit communities,and relevant Canadian social media platforms actively addressing consumer abuses associated with Flight Centre.
  Flight Centre advertised "peace-of-mind travel" yet delivered negligence, distress,hardship, and intentional obstruction at every stage. The current offer communicated via BBB is grossly inadequate, offensive, and does not constitute genuine restitution.
  We greatly appreciate the BBBs continued assistance and oversight in holding Flight Centre fully accountable. Please explicitly **** this complaint as formally unresolved until Flight Centre confirms the immediate and unconditional refund of our full payment.

  
  Sincerely,
  ****** ******
  ******** *******
  Without Prejudice
  
  
  
  

  Business Response

  Date: 01/05/2025

  We acknowledge the clients response and their decision to reject the resolution offered by ******* Vacations. We can confirm that a goodwill offer from Flight Centre has been presented to the clients and communicated to them directly.  

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23127380
  
  I am rejecting this response because:
  
  We are submitting this response to document Flight Centres continued failure to provide a meaningful resolution. As of today, May 7, 2025, it has been 20 weeks and 1 day since we first filed our complaint on December 23, 2024. Despite numerous follow-ups and clearly documented service failures, the company has offered nothing more than token marketing credits totalling just 11.4% of what we paid.

  Summary of Unresolved Issues:

  The resort, **************************, was under significant renovation, which was never disclosed at the time of bookinga material omission that would have changed our decision to travel.
  Our group included elderly family members with mobility issues. Despite repeatedly requesting accessible accommodations, we were placed in distant rooms with broken shuttle service, slippery walkways, and no umbrellas or proper support.
  The stay included roaches, sewage odours, unsafe food, unsanitary rooms, and false advertising of amenities that were closed or under construction.
  Our original complaint on December 23 detailed all of these issues, backed by photos and videos.
  Despite promises to resolve the issue within 810 weeks (as confirmed in Flight Centres January 9 email), we received no meaningful resolution even after 20 weeks.

  Most Recent Flight Centre Response May 1, 2025:

  Flight Centre offered us a $500 travel voucher and referenced a release waiver that was not even included in the email. Combined with ******* Vacations earlier $750 travel credit, this adds up to $1,250 in non-cash compensationwhich:
  Requires further purchases from the same companies responsible for the problem
  Comes with conditions and no refund option
  Covers only 11.4% of the cost of the original trip
  This is not compensationits a deflection.
  Moreover, when Flight Centre finally forwarded a response from the resort, it was nothing more than a screenshot showing our room number. None of the concerns raisedabout accessibility, safety, staff negligence, or sanitationwere acknowledged or addressed.

  Our Position:

  Flight Centre is the merchant of record. We paid them directly. Under British Columbias Business Practices and Consumer Protection Act (BPCPA), they are considered the supplier and are legally responsible for the accuracy and delivery of the services sold.
  Their continued efforts to deflect responsibility to WestJet Vacations or Grand Sirenis are not only inappropriatethey are legally incorrect.

  What We Are Seeking:

  We are requesting a substantive financial resolution that reflects:

  The emotional and physical distress caused
  The extensive service failures and safety risks
  The 20-week delay in handling our case
  And the total collapse of the travel experience Flight Centre advertised and sold

  A full refund of $10,914.95 remains the only outcome that truly reflects the magnitude of the failure. However, should Flight Centre wish to avoid further regulatory, financial, and public consequences, we are open to reviewing a significant and immediate settlement offer that takes these factors seriously.
  Continued offers of partial vouchers and credit are unacceptable and will only reinforce the severity of the coordinated actions we are prepared to take.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:14/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight Centre on ************* in ******* is the absolute worst travel agency to deal with who doesnt even know the rules about travelling which includes their emergency line. They take zero responsibility for their errors. Do not book with this company you are better off on your own. I missed a connecting flight and contacted their emergency line for guidance, who encouraged booking with another airline to get to our destination saying they only might have to reinstate my flight home. Keep in mind there was time to wait for this airlines next flight following day and would have been on time to start our tour. Our flights home got cancelled and the only way they would not have is if we rebooked with same airline for a fee and only the travel agent could do this. It took 5 days to get an answer on concerning our flights home being cancelled, this is half way through our trip. Even afterwards the airline advised they could reinstate my tickets home for a fee and take any other flight home with them, didnt even have to be the same day but again only the travel agent could do this because they owned the tickets. Flight Centre is advising this whole time they are working by the terms of ticket from the airline yet the airline has confirmed in writing that is absolutely not correct. Then when I complained to TICO about this they came back with everyone knows if u miss a connecting flight the rest of the flights are cancelled, well I didnt know this and neither did their emergency line who didnt tell me this and are lying about giving incorrect information which is recorded. Any good travel agency would pull up these recorded calls, see they made a mistake and pay for their error, instead of stretching the truth so far into complete lies. This travel agency has the worst customer service I have ever dealt with and lie through their teeth. They also basically told me that they obviously lost me as a customer so didnt care, absolutely disgusting!!

  Business Response

  Date: 19/11/2024

  
  

  Business Response

  Date: 19/11/2024

  Dear Ms. **************** find the attached document.
  Kind regards,
  ****** *.
  Manager, Customer Experience
  **********************
  

  Customer Answer

  Date: 20/11/2024

   
  Complaint: 22546735
  
  I am rejecting this response because:

  The whole issue is the miscommunication on their end, giving us incorrect information, encouraging us to book with another airline which then led to our flights being cancelled. Had we been told we needed to rebook with the same airline otherwise our return tickets are getting cancelled we would have done that. They have the truth on recorded calls and refuse to take ownership. I also have emails from the airline proving they could have done so much more to help us and refused to, they 100% were not following the terms of the tickets as per Latam, I would like to see these terms they claim. They should share these calls since they claim to being committed to transparency and fair resolution, they are complete opposite!! 

  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 28/11/2024

  Hello,

  Please find the attached response. This represents our final position on this matter.

  Best regards,

  ****** *.
  Manager, Customer Experience | **********************

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two gift cards totaling $1600.00. At the time of purchase I was told that the card performed like cash, the same as most other gift cards. When I went online to book my trip, I was unable to use the gift card, I went back to the Flightcentre store and was informed that I could not book online with the card and must book through an agent. I gave the flight information to the agent and was informed that there would be a commission paid to the agent plus a secondary service charge. I informed the agent that this was an unfair practice, the agent agreed to waive the service charge. I returned the next day, the agent that I spoke to was not at work, another agent informed me that the fee could not be waived. I asked if it was possible to book my flights without paying these fees, I was given a phone number, and was assured that I could book my flights sans fees, the agent, on the phone, informed me that " the person who gave me that information was mistaken" he too was going to charge the fees. I asked if their was any way to use my prepaid gift card without using almost half of it on extra fees. I was given a web address **************************************** I did not get a response, as my trip was fast approaching, I had to go through an agent, at a much greater cost than I would have incurred if I had booked on my own. One example of the difference in price, was a flight I had online for $269.00 after using the agent, and paying all of their fees, the same flight cost me $489.00. I have purchased many gift cards and have never been told, in order to use it at the store I would have to pay two fees. I was never informed of these fees at the time of purchase. This is misleading at best and theft at worst, I feel as though I have been the victim of a scam.

  Business Response

  Date: 24/09/2024

  Hello Mr. ********************** you for bringing your most recent experience with Flight Centre to our attention.   Flight Centre prides itself on the experience and value our agents offer and we sincerely regret that your interaction did not live up to the high standards we are known for.
  
  Flight Centre is in the process of partnering with a new global gift card provider which will allow customers to enter their gift card as a form of payment for purchases on our website.  This process is unfortunately taking more time than initially anticipated and as a result we have had to implement a temporary measure to accommodate our website customers who have gift cards. 
  
  It is unfortunate you were not advised of this temporary workaround during your initial visit to our store, and although you were correctly instructed upon your second visit, our web support team failed to respond.  This is clearly not the experience we expect for any of our valued customers and we genuinely apologize for this shortfall.
  
  Based on the above we would like to offer you a refund of the Travel ************** Fee that was charged on your in-store booking as well as a refund of the difference between our in-store and online pricing.  If you can please reach out to ********************************************* we will make arrangements to have these amounts refunded to you.  We are hopeful this offer reflects our genuine interest in correcting this situation and our  appreciation of your business.
  
  Thank you again for making us aware of this situation and allowing us to review your concerns and provide our response.  These unfortunate circumstances have been reviewed with the relevant parties on our side for learning and service improvement purposes with an aim to avoid a similar experience for other consumers. 
  
  We understand our customers have many choices in how and where they book their travel.  While we fell short on this most recent experience we sincerely appreciate that you chose Flight Centre and hope your upcoming trip is both successful and enjoyable.
  
  
  
  
  
  

• Initial Complaint

  Date:15/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 4, 2023 I purchased via Flight Centre online a ******* Vacations package: 2 adults and 15 year old. The package - ************************ with unlimited access to the *********** attached to the hotel. The location was specifically purchased for unlimited access to ***********; slowly enjoying the park and ability to go back to the room. Both the ******* and Flight Centre online advertised unlimited ***************** packages; since my complaint Flight Centre is no longer showing this option. After receiving confirmation on Nov 4 I noticed that there was no reference in the email to ****** access. I immediately called and spoke to a Flight Centre agent to confirm I had unlimited access to the *********** during my stay and was told "yes"; the phone call was recorded. Arriving to the hotel on Dec 6, the check in staff told us we had no access to the park and it would cost $139US per person per day. Dec 7, I spent over 4 hours with ******* Vacations/Flight Centre reps being initially told "yes, the package included unlimited access to ****** and they would sort it out and call me back then Flight Centre staff telling me that the package included Unlimited ****** access was a mistake and "sorry" I would not get park access with vacation package; this was unacceptable and I said their actions were fraudulent. The complaint was put to a supervisor and after 3 calls with her, I said I was done arguing and even flight centre covering 2 days would be better than nothing. We could only afford to pay for 2 days (6 days was $542US each). Dec 9 they called saying Flight Centre would cover 2 days trying to get me to complete paperwork immediately. I told them I was not spending anymore time dealing with being upset for their mistakes and would deal with the issue on return. ******************************************************************************************** We paid $544US for 3 adults for 2 days + $204 USD a 3rd day experience.

  Business Response

  Date: 20/12/2023

  Hello *********
  
  Thank you for bringing this situation to our attention and making us aware of the confusion around the inclusion of the *********** excursion with your vacation package.  This is very disappointing to hear, and we understand this did not get your vacation off to a good start.  For this we sincerely apologize.  This is not how we expect any of our customers trips to begin.
  
  Upon review of your file, we note that you booked on our website.  For this particular package, which is offered by ******* Vacations, there are multiple room categories.  We note that you selected the Deluxe Concierge category.  There is another category called Deluxe Concierge Unlimited ****** Experience.  While the rooms themselves are identical, the latter includes access to ***********, however, it is also more expensive for that reason.  We did a sample check of several dates and it appears the cost difference between these categories is most often about $300 per person for a 7-day package.  For your booking, this would have meant you would have paid an additional $900 to have access to the Park. 
  
  We note that while you were at the resort, you were advised by Flight Centre to purchase access to the park locally, as it could no longer be added through ******* Vacations, and to save your receipts and we would reimburse you upon your return.  At this time we are still awaiting your receipts, but we note you have advised you spent $544 USD for 3 adults for 2 days of access to the park.  This is approximately $725 CAD at current exchange rates.  You also note you purchased a separate excursion for a 3rd day at $204 USD, or approximately $272 CAD.  So in total you spent an additional $997 CAD for park access and excursions while at the resort,however, as mentioned above, had you opted for the room that included the park access, you would have paid approximately $900 more for your vacation package.  We are happy to offer you a refund of the $100 differential. 
  
  We understand this is not entirely about money however but also about the time and effort you spent on your first day trying to get this sorted, and with being provided conflicting and confusing information certainly not the experience we wish for any of our valued customers.  For this reason we are also happy to offer a $200 future travel voucher for your experience.
  
  Please connect with us directly at ********************************************* to provide your receipts and we can arrange to have your refund and voucher processed right away!
  
  Thank you again for bringing this to our attention and allowing us to review your file and provide a resolution.  We understand our clients have many choices in how and where they book their travel and we sincerely appreciate that you chose Flight Centre.  Despite this particular situation, we do very much hope there were many other aspects of your trip that were enjoyable and memorable for your family!

  Customer Answer

  Date: 03/01/2024

  Hello ******

  
  

  Thank you and I apologize for being frustrated this morning!
  

  
  

  Please reopen the BBB complaint #********. I did reply immediately on Dec 21 and was unable to log in and have been calling since Dec 21 to try to respond. 

  
  

  The package I purchased was for Deluxe Concierge Unlimited Access to *********** for the length of my stay, Dec 6 - Dec 13, 2023. I received the "****** ************ **** ************ ******" email which states "If there is any error in your reservation contact us immediately at ************** (or ************)." I called immediately, on Nov.4 and the agent confirmed I had unlimited access to *********** for the length of my stay. The call was recorded. 

  
  

  When I called the Flight Centre Support Centre Dec 7, I was also told in 3 separate, recorded, phone conversations that the package I purchased included unlimited access to ***********. 

  
  

  After my case was escalated on Dec 7, I was told Flight Centre could not rectify their mistake as I was already in ****** and I would have to purchase tickets and be reimbursed by Flight Centre. 

  
  

  To purchase at the hotel, the front desk could only do daily passes for $139.00US ($241.75CND) which I explained to the Flight Centre Supervisor on Dec 7. On site, ******* Vacations and the ****** booking centre were able to do 2 day passes for $181.33US ($241.75CND)  per adult; there were no options for passes more than 2 days. 
  

  
  

  The cost to purchase for 6 days would have been:

  $181.33 US ($241.75CND) - 2 day pass x 4 sets = 8 day coverage the total would have been $2900.24US ($CND) for the 8 days for 3 adults. 

  
  

  Flight Centre has stated the price difference between the packages as $900CND this is incorrect. 

  
  

  I could not afford to pay $2,175.96US ($2,900.25CND) for the 8 days for 3 adults *********** passes. 

  
  

  The difference is $2,900.25 CND- $900CND package difference = $2,000.25CND not the $97 as suggested by Flight Centre. 

  
  

  I could only afford to pay in advance another $2900CND for access to the park and therefore I purchased what we could afford; 2 days and the extra experience totaling 3 days for $997 CAD for park access and excursions. (We were only able to see 21 of the ***************** the ***********; we greatly missed out on not having ************* ****** access.)

  
  

  On Dec 11 that Flight Centre apologised for the mistake and agreed to reimburse the cost of the 2 day passes as this was all I had been able to afford to purchase. The phone call was recorded. For Flight Centre to now state they are going to reimburse only $97.00 for their mistake plus provide a future credit is unacceptable. 

  
  

  After receiving my complaint, ***************** vacations are no longer shown on the Flight Centre website. I am including the screenshot from Dec 11 showing the packages and the price difference between packages. As I purchased on Nov 4, the prices were considerably less. 

  
  

  Thank you again for your assistance with this matter. 

  
  

  Kind regards,

  
  

  ********* ********

  _______________

  Business Response

  Date: 05/01/2024

  Hello *********
  
  Thank you for your response. You in fact did not purchase the room category that included ************* park access.  You purchased the Deluxe Concierge Category.  There is another category called Deluxe Concierge Unlimited ****** Experience.  Please see your booking confirmation (attached here) that was sent to you by email immediately after you confirmed your booking on our website.  There is a price difference between these two room categories.  Your category cost less and what you chose to book is what was booked.
  
  What we are not clear on is if you specifically chose the option that did not include the park access, why you called in after booking to inquire if your option included park access, when its very clear from the booking flow and from your booking confirmation it did not.  Regardless, we do acknowledge that you were provided incorrect information about the inclusions in your package when you called in.  However, we do not believe this constitutes a responsibility on our part to compensate you with free, unlimited park access for 3 adults for a week.  As a reasonable comparison, if a customer books a ********************** on an airlines website and chooses Economy class, and then later calls in to the airlines call centre and asks if they are in Business class, and are told they are, and then on the day of travel they show up and advise they should be seated in Business class because thats what they were told they had, the airline would not seat you in business class.  They would refer back to what you chose to book on their website.
  
  If you in fact did make an error and meant to select and book the room category that included ************* park access, or later changed your mind and preferred this option, it must mean that you were willing to pay the price differential noted in the room categories.  We have included two screenshots from our website that show these options on different dates, with ******* Vacations, so we are unclear why you feel this option is no longer available.  The price differential between the room categories on these dates is either $300 or $220.  This amount is per person, so if we go with the most conservative amount, this would be $300 * 3 adults = $900 for unlimited access to the park, for 3 adults, for the entire week. 
  
  If you had chosen the option that included unlimited park access, you would have had to pay $900 more than what you paid, so we feel it is unfair to now request a full refund of the amount you had to pay in destination as some of this cost would have been paid upfront had you chosen the option with park access.
  
  You advise you paid $997CAD in destination for 3 days in the park and one additional excursion, both for 3 adults. 
  
  This is in line with what you would have had to pay upfront if you had chosen the option that included the park access at the time of booking. 
  
  It is unfortunate that when your trip e-documents were emailed to you shortly after booking, and which noted what was included in your package, these were not reviewed and the missing park access was not brought to our attention at that time.  Had this been done, we could have sorted out the situation in a much better manner well ahead of your arrival at the resort.
  
  Our offer to reimburse you for the difference of $97 stands,following provision of the park receipts, in addition to the $200 voucher we also offered for your experience.  We will not be reimbursing you for days of park access which you did not pay for or utilize.  While your trip duration was 8 days in total, we do not feel it is reasonable to assume you would have entered the park on your day of arrival or your day of departure.  That leaves 6 days, of which 4 you accessed the park or participated on another excursion, and we can only assume you enjoyed the resort itself for the remaining 2 days.
  
  While we understand you do not agree with our resolution,this is our full and final offer.  We regret this situation but do not feel your request is reasonable based on all of the considerations noted.  We have acknowledged our oversight in advising you of your package inclusions, and we sincerely apologize for this oversight as well.   Please reach out to us directly at ********************************************* for further assistance.  

  Customer Answer

  Date: 10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  If Flight Centre reviews AGAIN the phone call from Nov 4 I called to ALERT the agent to the error and fact I wanted to purchase ************* deluxe ***************** and would have paid the $900 difference on Nov 4 if the agent would not have told me that the package I purchased did in fact include unlimited access to the *********** for the entire stay. I followed the Terms and Conditions, thought there was an error, called and spoke with an agent and the agent told me that everything was fine that I had a package that included flights, all inclusive hotel and unlimited access to the attraction. 

  The supervisor dealing with my calls on Dec 7, reviewed all calls and  confirmed the Flight Centre mistake and agreed to cover the cost of the 2 day passes totalling $557.00 US. 

  Sincerely,
  
  ***********************************

  Business Response

  Date: 16/01/2024

  Hello *********

  You have confirmed below that you would have been willing to pay the approximately $900 higher package price at the time of booking if this option had been provided, so we must consider this now when determining the fair and reasonable reimbursement you are owed.  You paid $997 at the resort, and if we factor in the $900 that you agree you would have had to pay initially, this leaves $97.  This will make you whole with your out-of-pocket expenditures at the resort - you'll be neither better off nor worse off.  As advised previously, we will not be reimbursing you for day passes that you did not purchase nor consume.  We have also offered a further $200 voucher for your experience.  Once again, this is our full and final offer.  While a different resolution was provided during your phone conversation with our agent, your subsequent contact with the BBB has allowed us to complete a more thorough review of your file and determine that the offer presented here is in fact more in line with the facts of the situation.  To receive your reimbursement and voucher, please reach out to us at ********************************************* and include the receipts for your park passes.

   

  Customer Answer

  Date: 18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because I complied with the Terms and Conditions by calling to report the issue with the booking confirmation immediately.  Yes, the correct package would have cost me $900 at the time but I would have had access to the *********** for the entire stay which was not a viable option after arriving at the hotel. 

  The response that reneging on paying for the day passes, and "this is our final offer" because I filed a Better Business Bureau complaint feels like a punishment; the Flight Centre response has appeared in no way to take responsibility for the Flight Centre agent's massive mistake on Nov. 7, 2023 and for the impact this had on our trip. 

  I do not feel my request was unreasonable that I be reimbursed at minimum for the 3 days of passes as agreed to on Dec 7, and an apology for the serious stress and frustration this caused during our vacation. 

  In addition to my rejection of the offer, I have filed a complaint with ******** ********** *** 

  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2023, we engaged Flight Centre to arrange travel to ************ and ******** for **, including a safari at ********************. The safari was ultimately to be provided by a company called Survymash, who marketed their product through the online travel site ****** (*************). We paid for 4-star travel ($8000 CDN for 5 people over three nights), which in that part of the world represents 4-star travel (at least). However, it started going badly from the outset. The driver was late and appeared unknowledgeable, there was a much closer airport we could have used, and after three hours of driving through a bleak landscape, we were dropped off at an isolated and dingy motel. The rooms were dirty, wiring was faulty, mold on the walls, the furniture old, and doors wouldnt properly close to the bathrooms, etc. We had to walk almost a kilometer in the dark in baboon territory to the only restaurant. Food was awful. We contacted Flight Centre which initially attempted to brush us off; it was not until I started copying my lawyer that the responses became more helpful. We provided Flight Centre with pictures of our accommodation and they agreed that it was not up to par. They offered us an upgrade; my lawyer advised me to take the offer as we were under duress in an isolated location, in a dispute, and in a country with a reputation for violence. Flight Centre indicated they would pay half the cost of the upgrade, which could be arranged in the morning. The next morning it became clear their upgrade was not available so we had to make our own arrangements. These arrangements showed what we should have gotten for our money. We also rearranged our own flights. ****** refused to conduct a proper investigation or provide a refund and Flight Centre has been giving us the run-around since our return. They have not honoured their promise to compensate and now seem to be attempting to get out of responsibility. We seek a refund of safari payment and new flights.

  Business Response

  Date: 16/11/2023

  Hello ***

  We feel this complaint is very premature as you are fully aware we are still actively working on your file and attempting to secure a fair and reasonable resolution.

  The situation you've documented below is something we would never wish for any of our valued customers, however, we would appreciate your patience while we work with the various parties involved to arrive at a resolution we can offer to you.  

  You returned home just over two weeks ago, however, response times from our international suppliers can take longer.  This is unfortunately outside of our control but please be assured your file is a priority for us and we continue to work on it on your behalf.

   

   

   

  Customer Answer

  Date: 16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because the travel agency has not been communicating with us in a cooperative fashion, appears to be deflecting to gain time at our expense, and only appears to respond to pressure. In addition, it is attempting to place all responsibility on ******/***********. However, Flight Centre recommended and arranged the trip and then subsequently failed to offer an equivalent alternative when provided evidence it was unsanitary and unsafe, as well as very, very, very poor value for the money we paid - despite agreeing with us about that assessment. In addition, the behaviour towards us has been condescending. Agents have effectively lectured my wife (through emails to me, which she of course reads), about the conditions she should expect in ************. My wife is a professional **********-******** who has both lived in ************ and visited the country many times. Finally, the amounts they are promising to attempt to obtain are unclear. Communications so far suggest half of what our new arrangements cost, plus $1255.99 from ******/***********. How these amount were reached or are justified has never been explained, and the language is vague and seems non-committal to us. We argue that a full refund of the ******/*********** amount ($7807.14) plus our new airfare ($1533.00) less the already promised refund of $1255.99 from ******/*********** is appropriate given the efforts we have had to make thus far - both to rearrange our trip on our own time and effort and to prepare various complaints. That would equal $8084.15.
  
  Sincerely,
  
  *************** (& ***************)

  Business Response

  Date: 17/11/2023

  As stated previously we have not concluded our review nor offered any resolution so we remain unclear how a complaint at this time is justified.  

  We would appreciate your patience until such time that you are even aware of what our response is.

  Thank you.

  Customer Answer

  Date: 21/11/2023

  
  Complaint: ********
  
  We are rejecting this response because a) it has now been four weeks since the events unfolded, which should have been ample time to resolve matters, b) Flight Centre still declines to include compensation for the flight changes required in their discussions, c) their communications have been characterized by backpedaling and increasing hostility, including in this response, and d) we do not have faith in their intentions to make us whole, as they use equivocating language when making reference to compensation.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 03/04/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:06/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight Centre had promised me compensation and they withdrew the promised.

  Customer Answer

  Date: 03/11/2023

  Info is attached 

  Business Response

  Date: 16/11/2023

  Hello **********

  You have previously been advised why your file is considered closed.

  We understand that your trip was impacted by inclement weather which resulted in you missing two days of your itinerary.  We have also confirmed that you were offered and accepted compensation for this unfortunate situation directly from the airline.

  Delays due to weather are beyond Flight Centre's control and as such we do not compensate for this situation.  Any compensation provided is done so at the airline's discretion. In addition proper travel insurance will most likely provide coverage for this sort of risk, however we note that you did not opt to include the insurance protection offered to you at the time of booking.

  While we regret that your trip was impacted by something beyond any party's control, you have already been provided a partial refund and as such there is no further compensation that is owed.

• Initial Complaint

  Date:24/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased flights to Maui prior to the fires and we were scheduled to travel 5 days after the fires. The state of Hawaii declared a state of emergency and was asking tourists not to go. I called ******* directly the evening before our flight (the 13) and they informed me that they have waived the regular guidelines for the period that I was travelling and that I was eligible for a refund on my ticket even if it was basic airfare. This is what has been posted on *******s site since Aug 9. Flexible change/cancel guidelines have been announced for: - Maui, HI Effective for flights purchased on or before August 09, 2023 and original travel between August 9 - September 16, 2023. New travel to Maui or other Hawaiian islands can be completed by October 31, 2023 to receive no change fee or difference in air fare. For assistance with changes or cancellations, please contact us. I have called ******* 2 times to confirm that I have the correct information. I purchased the tickets (3) prior to Aug 9. My date of travel was Aug 14-22 $1600 and regardless of the fact that I bought basic fare flights they have waived the regular travel guidelines for returns/changes for Maui for the period mentioned above and I am eligible for a refund. In both cases ******* put notes on my file for flightcentre to read and said that if flightcentre has a problem with the refund to call their support line. I have called flight centre 6 times and they refuse to acknowledge what ******* is saying. They pretend to call them but they are not because I know it takes more than 5 minutes to get through. It often takes up to an hour. All the support team does is speak to their supervisor who continues to provide them with the incorrect information. I insisted that they call ******* and get the correct information. They assured me they would and would call me back the next day. I never heard back. I need assistant with my refund please.

  Business Response

  Date: 30/08/2023

  Hello *****
  
  Thank you for advising of the concerns you have regarding your ******* ticket.
  
  We have reached out to *******s Refund Team who have advised in writing there are no notes in your file that confirm any sort of refund.  They have reiterated the terms and conditions of your credit which do match what we show on our side.  You are correct in that ******* has waived their change and cancellation penalties for select tickets impacted by the Maui wildfires, however, this does not mean these tickets are eligible for a refund,only that they can be cancelled and held in a credit position, and rebooked by a specified later date with no change fee. 
  
  We regret that you may have been provided with inconsistent information from the airline but if you reach out to us at ********************************************* we can share *******s response as well as all of the specific details around your credit they noted.

• Initial Complaint

  Date:10/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two seats on a return flight (Toronto to Thunder Bay) through the Flight Centre's online booking in November 2021. I canc***d both seats in January 2022 because the event I was traveling to closed down due to Covid. The Booking Reference is {REF:********}. I paid a cancelation fee. The ticket was nonrefundable but I received a credit for use.
  
  One segment of the cancelled flight was through **** *** and the other through *** ******.
  
  I was told the credit will be with the airline (even though I booked with Flight Centre) and valid for 24 months with *** ****** and 13 months with ******* from the original purchase date of your ticket and is nontransferable, you must rebook and travel before the credit expires.
  
  I would like to book a new flight with Flight Centre and use the entirety of my credit. So my complaint is whether Flight Centre and/or **** *** can limit the timeframe within which I could use the credit.

  Business Response

  Date: 11/08/2023

  Hello ***
  
  Thank you for your enquiry. 
  As the agency only, Flight Centre does not determine the terms and conditions
  of the airline tickets it sells on behalf of our partner airlines.  All terms of airline tickets are set out and
  administered by the airline itself. 
  Flight Centre is bound to these same terms and conditions.  We can see that as per the email you were
  sent back in January of 2022 to this same email address, that your *******
  credit had an expiry date of January 10th, 2023.  If you would like to discuss this credit
  further with the airline we encourage you to reach out directly to
  *******.  While they may attempt to
  direct you back to Flight Centre, they should be willing to discuss their
  general credit and refund policies with you as you are their customer as well.
  
  If you would like assistance with using your remaining Air
  Canada credit towards a new flight booking, please feel free to reach out to us
  at 1.833.665.6843
  or at ****************************
  
  Thank you again for contacting us and allowing us to review your
  file and provide our response.

• Initial Complaint

  Date:11/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight centre is not refunding my money. They refunded portion of it but the majority of it is in *** ****** tickets. They keep saying *** ****** has not sent them the coupons yet.

  Business Response

  Date: 03/05/2023

  Hello *****

  Thank you for reaching out and bringing this situation to our attention, and thank you as well for your patience while we worked with *** ****** to have this resolved.

  We can advise here now that we have written confirmation from *** ****** that one voucher, in the value of all four airline tickets, has been approved by *** ****** and is awaiting generation by the airline.  Once finalized, it will be emailed to ** here at Flight Centre, at which time we will immediately forward it to you.

  While we cannot guarantee a specific date this will happen, this confirmation is a huge step forward and we hope you feel assured that the provision of your voucher is imminent.  

  Should you have any further concerns, please do not hesitate to contact ** directly at ************************************************************************.

  Thank you again for allowing ** to review your file and provide our response.

• Initial Complaint

  Date:22/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a Group Trip for a Destination Wedding through Flight Center. This package was scheduled for April 2020 and it was cancelled and rescheduled for November 2022 due to COVID. The second flight got cancelled as well and the Group Trip was ultimately cancelled in early 2021.
  
  Flight Centre worked with all of us to get our refunds back from *** ****** *********, but I was not refunded by ***. The Flight Centre agent continued to try for a few more months but ultimately gave up and told me I had to reach out myself in September 2022.
  
  It has now been almost 4 years since I paid for this and 2 years since Refunds were requested, and I still haven't received anything.

  Business Response

  Date: 03/04/2023

  "Hello ******
  
   
  
  Happy Monday and Happy April!!
  
   
  
  The file below is still open, we are awaiting input from *** ******, as they are the ones who originally refunded the client and then re-charged their card.  Response times from our travel partners remain very delayed, so while we are  working on this file, we cannot promise a timeframe of when we will hear back from the airline.
  
   
  
  Can you please adjust this so that it does not appear we are ignoring the client’s concerns?  This happened on another file previously where we were waiting to hear back from an insurance company which extended beyond the 10 day window.  Although the file was eventually closed amicably, it still reflects on our profile that the client was not responded to, which is not correct.
  
   
  
  It would be great if this 10-day window could be extended for Flight Centre as we are an agency, and many of our customer’s concerns relate to a 3rd party which we have no control over in terms of response time.
  
  
   
  
  Marc M********
  Manager, Customer Experience | Flight Centre Travel Group
  (866) 485-7014"

  Business Response

  Date: 26/04/2023

  Hello ******
  
  Can you please update the file below with the following response:
  
  
  Hello *****
  
  
  Thank you for reaching out and making us aware of the challenges you’ve been having with a delayed refund from *** ****** Vacations. 
  
  Upon receipt of your file we reached out to *** ****** Vacations and we now have written confirmation that the issue with your refund has been resolved and that you should expect to see a credit to your credit card within the next 60 days. 
  
  If you do not see this credit by July 1st, please reach out to us directly at [email protected] so that we may look into things, but from everything we have been advised, we do not expect there to be any further issues or delays.
  
  Thank you again for contacting us and allowing us to review your file and assist with getting this unfortunate situation resolved on your behalf.

  Customer Answer

  Date: 27/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***