Flight Centre Australia - Flight Centre Shellharbour Arvostelua 12

I am extremely disappointed with the experience we had with Flight Centre Shellharbour.

An international booking was made using outdated passenger information that was in their system from 8 years ago resulting in the surname on the airline ticket not matching the surname shown on her passport. At no stage during the booking process was a copy of my mum's passport requested or were we asked to verify details before the ticket was issued.

What followed was stress, uncertainty and numerous attempts to have the issue corrected. Despite these efforts, my mother was ultimately forced to pay almost $2,000 for a replacement airfare in order to proceed with her travel plans.

As customers, we place our trust in travel professionals to exercise a reasonable duty of care when making international travel arrangements. Given the importance of passenger names matching passport details, it is difficult to understand how a ticket could be issued using outdated information without first verifying the traveler's current passport details.

While Ipek was polite throughout the process, the outcome has caused significant financial loss and unnecessary distress for my mother. We appreciate the goodwill gesture that was offered; however, it falls well short of addressing the substantial costs incurred as a result of this situation.

Given the circumstances, we are still reviewing our options regarding the losses suffered and hope Flight Centre takes this feedback seriously and reviews its booking verification procedures to ensure other customers do not experience the same outcome.

As always Ipek does an excellent job highly recommended

Heidi has been an amazing travel agent to deal with. She has answered every question I have promptly and and in an easy to understand way. She has made planning this trip a breeze and much less stressful

They provided all the information we needed

Shellharbour City agent Melody's lovely smile, her knowledge and her patience.

My experience with Tianna from Shellharbour flight centre has been outstanding . Tianna listened to my trip ideas and then made it happen. From our Alaska cruise to our Canadian roadtrip along with connecting flights everything was done . We had a family emergency when we were in Las Vegas and we needed to get home , so i rang Tianna who organised or flights back home,then kept in contact with us till we got back home. Also a secial mention to Courtney for help with the flights back home too. This is the reason i always se a trusted travel agent.

We have used Flightcentre many times and always find them to be helpful , informative and will go beyond to find your dream holiday.
From flights to cruises , accomodation etc no problem for them to search out a better deal.

Gemma did a great job in booking our flights from Canberra, Sydney, Doha to Paris return, with Qatar / Virgin. All flight times allowed for smooth transfers and connections. All services on flights and at airports couldn’t have been more professional and reliable. Thanks Gemma!

Ipek was amazing. Took care of everything. when we went to get the bullet train in Japan my husband had forget his ticket called Ipek she had not even started work as yet but within 5 minutes we had the ticket emailed through to us meaning we didnt miss the train. But every interaction with her was above amazing never made me feel like i was a burden even though i changed my iternery several times.

Tiana was extremely competent and friendly in what was a complicated booking for a number of people. We actually had two sessions with her on the same day and spanning three hours in total. Her advice was sound and she gave us alternatives to consider when we finalise our trip

Gemma from Shellharbour Square shopping centre is is amazing. So helpful and professional. We have booked a few things with her. Her knowledgeable suggestions have been spot on each time.

Rob from Shellharbour is an extremely friendly, helpful and knowledgeable travel agent. This is our third time booking a holiday with him specifically, he makes the process quick, hassle free and has always given us the best service possible.