Flight Centre Wetherill Park 110 Polding Street, Wetherill Park, New South Wales 2164

"Today I tried to book my flight through Flight Centre online but because the Commbank Rewards Points Redeem was down and not working and the phone lines were not being answered (mind you I called over a dozen times trying all different options). I opted for a Flight Centre gift card only to realise it was only for IN-STORE use. I drove myself to the Flight Centre Store in Wetherill Park Stocklands where it was quite busy. with every agent with a customer. As an agent became available to help me I started to explain that I wanted to book my ticket online but due to so and so issues I'm now here with a $500 gift-card to book In-store because online was down. The travel agent's name was Anthony Tuy. Before he started he had informed me that there will be a booking fee of $50 per booking to book in-store. I asked if there were any other options as I don't want to pay a booking fee. I would like to book myself online but I have a gift card that can only be used in-store. He said nothing he can do as now traveling is so busy they never used to charge booking fee but now they do in-store "that's how we get paid" he added. Left with no options I had to book due to i still have a $500 gift card that I can't change back to rewards point so I'm stuck with. I asked him if I use it to book hotels/accommodation will I still be charged a booking fee? He said yes. As he was organising the payment he had said to me "I've upgraded you to our 'Captain's Value Package' so that will make up for the $50 booking fee you had to pay". After payment. As I was driving home I felt very annoyed. So I called Flight Centre Customer relations and spoke to a representative. She said that there shouldn't be any booking fee. What I had paid for was the 'Captain's Value Package' which i never asked for and so i tried to explain that no he said booking fee as I didn't ask for any package. She then informed me that this was a non mandatory thing and that it can be refunded. She asked the branch to organise a refund. I called the branch back. (Lucky someone finally answered) A woman named Maria (apparently is the Manager there). I explained what had happened. I got no apology only... "I don't know what you want me to say" "Anthony wasn't doing anything wrong" "Everything he did was correct" She started with.. the Captain's Value Package wasn't mandatory but head-office recommends them to push it.. to its mandatory and if customer relations ask us to refund then we will. All I can say is I feel bad for all those customers today that couldn't or didn't know how to book online. Came in-store and trusted these people to help them but only to have the FLIGHT CENTRE STAFF smack then with a "booking fee" and "here have a complimentary upgrade to Captain's Value Package" (THAT THEY EVER ASKED FOR). What these sales agents are doing is taking advantage of vulnerable customers during this peek post covid travel time. It's unethical, dishonest and disgusting behaviour."

"I was told last fri my tickets would be printed out sat and to come back, didn't due to other stuff, went Monday and girl said to me " you aren't travelling till Nov, you don't need tickets now, come back in 30 mins if you want", I didn't as her attitude put me off."

"Lack of communication and experience. The worse thing we did. Before we used to go to their shop at Fairfield in the Neeta city and they were great."

"I have used the Flight Centre on several occasions in the last three months, including booking flights to Tokyo which had proved problematic on the internet. Mariam Alyas was very helpful and dealt with my needs promptly, efficiently and with humour. I can highly recommend her."

"UNKNOWLEDGABLE. UNCARING. INCOMPETENT. ZERO CUSTOMER SERVICE SKILLS!!!! I've always used Flight Centre at Stocklands when booking my holidays and they have lost my as a customer. I have Virgin Australia credits due to the whole covid cancellations back in 2020...they treated me like a pariah. It felt awkward and uncomfortable, I could sense that they didn't want to help me. I had everything printed out, with all the info and I was being asked questions and the info was already in front of them. They made me feel like they had no time for me and told me I had to make an appointment. I was willing to wait, but after I got palmed off to a man that I was told had more experience, I could sense by his constant checking of his watch, he was not interested in helping me with my query. I got the hint and left. It's obvious to me that these staff members need urgent retraining!"