Reviews

This profile includes reviews 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

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  Flight Centre

  H5 - 777 Guelph Line Burlington, ON L7R 3N2

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  Flight Centre

  362 Richmond Rd Ottawa, ON K2A 0E8

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  Flight Centre

  700 35 McCaul St Toronto, ON M5T 1V7

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  The Flight Shops Inc

  C5 - 17600 Yonge St Newmarket, ON L3Y 4Z1

Review Details

• Review fromMary ann E

  Date: 16/10/2023

  1 star

  Mary ann E

  Date: 16/10/2023

  They gave us travel credit for covid circumstances which is we are trying to claim for months now. And still aren't being help on. It will expire on dec 2023. I have talk to alot of agents lots of emails back and forth from them still no sign of helping and resolution . They take time to reply on you. Lots of time wasted and always frustrated and stresses me out just to get that money in used. They are waiting for this unclaim credit to expire. Dont buy tickets from this agency

  Flight Centre

  Date: 03/11/2023

  Hello **** *** Thank you for your review. We have looked into your file and can see that you completed the booking in question on our website. We understand the passenger for whom the ticket was booked was unable to travel due to them not meeting vaccination requirements to transit via the US. Based on this, our web support team reached out to the airline to request a waiver to allow a name change on the ticket, however, this was not granted. They are now attempting to get a partial refund in lieu, despite the ticket being non-refundable. They will be in touch with you directly once they have further information on this matter.We regret this process has been challenging. The terms of the ticket are governed by the airline, not Flight Centre, and we have been doing our best to get you the best outcome possible. Unfortunately response times from our travel supplier partners are delayed at this time and we appreciate the patience you have provided during this process.Thank you again for allowing us to review your file and provide our response.

• Review fromDanny R

  Date: 17/07/2023

  1 star

  Danny R

  Date: 17/07/2023

  I attempted to book a vacation last week and decided to contact Flight Centre. First person I spoke to had the personality of a dead rat. Was so not interested I finally hung up. Second and third agents I spoke with had no idea of the package, from their website, I was speaking of. The forth agent we spoke to said, ** **** **** *** *** ************ **** ** **** **" Still waiting for it. I finally gave up. How unprofessional. I then connected with the agent I previously used a year ago, Katrina, and she did not seem interested in helping. Shameful Absolutely pathetic. NEVER AGAIN.

  Flight Centre

  Date: 27/07/2023

  Hello ***** Thank you for your feedback. We regret to hear that your most recent experience with us did not meet your expectations. We pride ourselves on the high level of service we provide, but upon review of your file and in speaking with the agents with whom you connected, we do feel that Flight Centre is not a good fit for you. It sounds like this feeling is mutual and we wish you all the best with your travel planning.

  Danny R

  Date: 31/07/2023

  Wow.. Why am I not surprised by that reply. Rather than apologizing for your agent's inability to assist, you say this? Not a problem. I don't ever see myself using you in the future. I book 3 trips a year. I will take my business elsewhere. Thank you

• Review fromVikas C

  Date: 25/05/2023

  1 star

  Vikas C

  Date: 25/05/2023

  Flightcentre.ca did not help with a ******* cancelation. I TRAVEL ALOT.

  Flight Centre

  Date: 30/05/2023

  Hello *****. Thank you for your comment. We can see that you booked your trip on our website on May 4th, for departure on June 18th. The terms of your booking were presented, along with the package details, prior to payment, and were also noted in the confirmation that was emailed to you upon completion of your booking. At this time, your booking is within full supplier penalty as the departure date is now within 30 days. As the agency only, Flight Centre is unable to waive or modify the terms and conditions of the packages our suppliers provide. If you would like assistance with cancelling your booking as per the terms in place please reach out to us directly at [email protected] and we can definitely assist you with this. If you would like to pursue some other option we encourage you to reach out directly to ******* Vacations as only they can authorize such, at their discretion. If we have missed anything please do not hesitate to contact us at the email address noted above. Thank you.

• Review fromRoksana S

  Date: 24/05/2023

  1 star

  Roksana S

  Date: 24/05/2023

  I have been purchasing flights from flight centre for years for my mom and have spent thousands of dollars with them. In Nov 2019 I purchased my mom a flight and when she was supposed to return in March 2020 her flight got cancelled due to COVID and they told ** we had a $400 credit with them for our next flight. Now that I want to use that credit the first person I talked to told me that without the flight information they couldn't look it up and then when I spoke to another person they found my mom's information and told me her $400 credit was expired. I will never buy from them again and would suggest no one else goes to them either

  Flight Centre

  Date: 08/06/2023

  Hello ******* Thank you for making us aware of the situation around your airline credit. We regret to hear that your request for assistance with this credit has not been handled with the level of service we pride ourselves on, this is certainly not the experience we wish for any of our customers.We have reviewed your file and can confirm we do have a solution for you. May we ask that you please reach out to us directly at ********************************************* where we can continue this conversation and provide the resolution mentioned.Thank you again for bringing this to our attention and allowing us to make things right.

• Review fromGary S

  Date: 12/04/2023

  1 star

  Gary S

  Date: 12/04/2023

  DO NOT GIVE THEM YOUR CREDIT CARD NUMBER. I purchased and paid for a ticket in January from Flight Centre in *********. In March three mystery charges from Flight Centre appeared on my credit card **** told me I had to deal with Flight Centre myself to straightened out the mistake because of the purchase I had previously made there. After some investigation, Flight Centre told me that they had stored my credit card number in a "non-profile attached list" and "a guy clicked on the wrong one." What that means is that, without my knowledge or consent, Flight Centre put my credit card number in a list that their employees simply click on to pay for tickets for other people. It is not OK to store customers' credit card information like this and to use it so sloppily. This is gross negligence.

  Flight Centre

  Date: 01/05/2023

  Hello **** Thank you for making us aware of the concerns you have regarding the situation youve advised of below. We very much appreciate you bringing this to our attention.Upon review of your file we do acknowledge that your credit card was erroneously used, and we sincerely apologize for this oversight, however, we want you to be assured this was entirely the result of consultant error and not a broader issue with information security or data being compromised. We do take this situation very seriously and can confirm here that all relevant parties on our side have been made aware of this situation. Furthermore, additional training has already been provided to our newest consultants to ensure this oversight does not happen again. Customer privacy and information security are paramount at Flight Centre Travel Group and all of our practices are fully compliant with ******** data privacy laws while our systems use the most up to date security protection measures.When our corporate clients contract with us for the provision of travel services, they do agree to the terms and conditions as per the link below which includes the storage of credit card data, however, should you still have concerns you may contact us directly at ********************************************* or our privacy officer at *********************************.*********************************************************************** Once again thank you for reaching out and allowing us to review your file and provide our response. We hope you feel assured your concerns have been taken to heart and action has been completed to prevent this from happening again.

• Review fromMary S

  Date: 11/03/2023

  1 star

  Mary S

  Date: 11/03/2023

  We had to use Flight Centre as my husband was given the gift of a voucher from this company. First, we couldn't book anything online and had to call them to use the voucher. Four or more emails I sent asking to see if we could choose our seats went unanswered. The agent kept saying that we couldn't choose our seat until 24 hours before the flight (check in) which as we all know is BS. So 3 minutes after the time we could sign in and check in, we find that our seats are not anywhere near each other on the plane and all the other seats were all booked!. We were luckily able to buy the slightly upgraded seats and sit together, but we had to do this on our own. The woman who sat beside us said that she had booked her seat two months earlier! We would have signed into *** ****** ourselves, but because it had been booked with Flight Centre, it would't let us change anything ourselves. He also didn't tell us that we would be picked up at the airport by *** ******, so we were ripped off of $75 (for a $50 taxi ride). I then emailed him after we arrived to make sure we were sitting together on the return flight and he said that he'd try to get us seats together (who books tickets and doesn't choose the seats?). He got us the worst seats on the plane (they have really bad reviews) and said "not to worry" about the upgrade cost. In the end we chose to sit one seat behind each other, rather than those seats. Luckily, a fellow that was in one of those rows offered to switch so we could sit together. I will NEVER ever use them again.

  Flight Centre

  Date: 15/03/2023

  Hello **** Thank you for your review. While it is difficult to read, it is appreciated as we can only improve when we know where our shortfalls are. This is definitely not the experience we wish for any of our valued customers, and certainly not the level of service we pride ourselves on. We have reviewed your file on our side including email communications and additional information from your agent. We do see that on more than one occasion you did request assistance with seating which was unfortunately not provided. We sincerely apologize for this lack of follow-up and action on our part. We are pleased to know that you were able to sort out your outbound seats directly with the airline at the time of travel, but regret you were not accommodated prior to this point.Regarding the seats on your return flight, we note your agent was able to arrange for extra legroom seats with your seat type preferences (window/centre). While there were unfortunately no seats together in your preferred row, the cost for these upgraded seats was covered on our side as a gesture of goodwill for our oversight on your outbound seats.In reference to your airport transfer, the details of such would have been noted on your invoice as well as your e-documents that were provided prior to travel (your flight e-tickets, hotel voucher, transfer voucher, etc). Unfortunately it sounds like this inclusion was not made more clear for you and as such we would like to offer a refund of your local taxi. In addition we feel your experience with Flight Centre did not live up to our high standards and as such we would like to refund you the Captains Package fee that was charged at the time of booking. Please reach out to us for further assistance with this reimbursement at ********************************************* Thank you again for your feedback and allowing us to review your file and provide our response.

• Review fromSheila H

  Date: 23/02/2023

  1 star

  Sheila H

  Date: 23/02/2023

  If I could give a 0 I would. I am not sure why I continue to torment myself with them everytime I need a vacation. The last time they were good was in 2014 when I booked my honestly moon. I have been going back and forth with them regarding a change to my vacation and I've been dismissed. Basically I can lose all my money or choose a horrible destination and tell them about it later when I return. This is not sarcasm it's the answers I'm being given.

  Flight Centre

  Date: 01/03/2023

  Hello ****** Thank you for your enquiry. We understand you have concerns around the resort that you will be travelling to in the coming days and we understand you would like to change the resort booked. While we are sympathetic to your concerns, Flight Centre is bound to the same terms and conditions that you are, which are put in place by the ultimate supplier, which in your case is Westjet Vacations. As per your Flight Centre invoice that was approved at the time of booking, Westjet does not allow any changes to any of it's packages within 21 days of departure. This is standard across all suppliers, not just Wesjet. Please see below for these terms which are outlined on your invoice. There is also a link that will take you directly to Westjet's website which also notes these same terms and conditions. Because your booking was confirmed so last minute it was already in full penalty.As the agency only, Flight Centre is unable to waive or modify the terms set out by our suppliers. Despite this, we have contacted Westjet to ask if an exception can be made with your booking but unfortunately one was not extended. We do encourage you to speak directly with Westjet. We understand you have and they directed you back to us however they should be more than willing to at least confirm and discuss their general terms and policies. We do not expect a change to be permitted this close to departure, but they should be able to at least confirm what we are telling you here.We understand from speaking with your booking agent that this resort was one you had shortlisted on your own and brought to the attention of the agent. It's unfortunate the research that is being doing now was not completed prior to booking as we note you only just booked less than 3 weeks ago.We understand this will not be the response you were hoping for but trust you can appreciate our limited ability to assist, as the agency only. Thank you again for your feedback and allowing us to review your concerns and provide our response.

• Review fromBen M

  Date: 07/02/2023

  2 stars

  Ben M

  Date: 07/02/2023

  Flight Centre was supposed to get back to me about potential refund. Two weeks later and still no response. I emailed them and got a quick response (with no apology), but i never should have had to contact them again in the first place.
  And previously, when I called to cancel my flights for the trip, I was told they would do that right away, and to call back the next day to find out about the potential refund. When I did call back, the agent said no flights had been cancelled.
  This kind of incompetence and cavalier disregard for basic customer service is inexcusable.
  They offer good price deals sometimes, but is it worth the potential hassle if you end up needing actual customer service?

  Flight Centre

  Date: 11/02/2023

  Hello *** Thank you for your review and for taking the time to make us aware of the concerns you have regarding your most recent experience with Flight Centre. This is certainly not the experience we wish for any of our valued customers and does not live up to the service standards we strive to provide. While receiving feedback like this is difficult, we do sincerely appreciate your honesty and candor as we can only improve when we know where our shortfalls are.We have reviewed your feedback internally and have also shared it with the related parties on our side for learning and improvement purposes.We also note that on the same day as your review, it appears our web support team did in fact cancel your itinerary and submit your ticket to the airline for a refund. While we regret these steps were not actioned more promptly, we do want you to feel assured that everything has now been completed on our side and the final processing of your reimbursement is rests with the airline itself.Thank you again for providing your input. We understand our clients have many choices in how and where they book their travel and we sincerely appreciate that you chose Flight Centre. While we fell short of our standards on this occasion, we do hope to have the opportunity to work with you again in the future.

• Review fromRose D

  Date: 26/12/2022

  5 stars

  Rose D

  Date: 26/12/2022

  I would like to highly recommended a lady that was the best to work with. Her name is Leigh V***** works with Flight Center. There were 26 of us going away to a resort and she help each one of us and made it so easy for us to do, answered all our question and was always so kind and cheerful, went out of her way to make our trip the best it could be. There are not too many people that have the customer service Leigh has. Flight Center is very lucky to have her on there team. Thank you Leigh for everything, I do know that Leigh is the one person I will always go to to make my travel plans, she is the best of the best!!!!!!!

  Flight Centre

  Date: 19/01/2023

  Hello **** 
  Thank you very much for taking the time to provide such kinds words for our agent Leigh V***** in our Groups Department here at Flight Centre. Leigh is definitely one of our best and we’re so pleased to hear that your experience with her was so favorable. We have shared your feedback with Leigh, as well as her Manager, National Manager and Vice President, and we know she will be so appreciative of your compliment.
  Travel these days is more complicated than ever, so the importance of having an agent by your side has never been greater. Thank you very much for entrusting Leigh and Flight Centre with your travel booking. We understand our clients have many choices in how and where they book their travel and we sincerely appreciate that you chose Flight Centre.
  We hope you and your group had an amazing time away and we would welcome the opportunity to work with you again on any future trips!

• Review fromEdith A

  Date: 25/10/2022

  1 star

  Edith A

  Date: 25/10/2022

  Submitted a complaint on Sept 27th, However have not heard a word back on my concern and complaint. (followed up twice with no response)
  We purchased tickets through your agent over the phone (as our orgn agent at Flight Centre that we have been dealing with over 20 years has moved on to another role), I sent him (new agent) my requirements that was to include one check in each, however once we arrived at the airport to our surprise we had to pay for check in x2 180 both ways. I have emails on what was agreed to, and also the itinerary includes 1 check each. The lady at the check in at the airport stated that this is a common issue with Flight Centre. Extremely disappointed with both - not getting a response and having to pay extra 360.

  Flight Centre

  Date: 10/11/2022

  Hello *****
  Thank you for sharing the concerns you have regarding your most recent booking experience with Flight Centre. We are disappointed to hear that there was an issue with how your booking was completed and also the challenges you had with getting the situation resolved. This is certainly not the experience we wish for any of our valued clients.
  We have reviewed your booking and can confirm that you were advised your airline tickets included one piece of checked luggage, however, the fare class that was ultimately booked did not. We understand this resulted in the unfortunate situation where you were required to pay for your checked bags upon check-in at the airport. We regret this oversight and apologize for the inconvenience and confusion caused.
  We are pleased to advise that a full reimbursement is being provided along with a future travel voucher. We sincerely appreciate your business and regret that this experience with us fell short of both your expectations and our standards. We appreciate you making us aware of your situation so that we could review your file and provide the appropriate resolution.