How to file a complaint and get quick results from

Flight Centre

Filing a complaint with Flight Centre is straightforward and can be done via:

• Online Form: Go to Flight Centre’s Help Centre, find “Feedback/Complaints,” and click “Send Feedback” to access their Customer Relations form.
  
  
• Phone: Call 1800 117 747 (toll-free in Australia), Mon–Fri, 10am–4pm AEST/AEDT.
  
  
• Email: Send your details to customer.relations@flightcentre.com.au — include booking refs, contact info, and supporting docs.
  
  
• In-Store: Visit or ring the store you booked with and ask to speak with a Manager.
  
  
• Social Media (Optional): A polite post on Flight Centre’s Facebook or X can sometimes prompt faster replies.
  
  

Pro Tip: Be clear and factual. Include your booking reference, dates, staff names, and the outcome you want (e.g. refund, rebooking, apology).

Once submitted, your complaint is handled by Flight Centre’s Customer Relations Team:

• Acknowledgment: Expect confirmation within a few business days.
  
  
• Investigation: Your assigned rep will liaise with the relevant store, agent, or third-party (e.g. airline).
  
  
• Communication: You’ll likely get follow-up emails or calls for clarification.
  
  
• Resolution Offer: May include a refund, credit, rebooking, apology, or voucher (e.g. $200 travel voucher offered in one case).
  
  
• Timeframes: Simple cases resolve in 1–2 weeks. Complex ones (e.g. airline refunds) may take longer.
  
  
• Follow-Up: After resolution, you might receive updated docs or be asked for feedback.
  
  

Flight Centre emphasises efficiency and fairness, but do follow up with support if things stall. Stay polite but persistent.

Here’s what consumers most often complain about:

• Refund Delays & Fees: Complaints about delays, fees for cancelled trips, and credit-only refunds.
  
  
• Poor Communication: Reports of unanswered emails and “chasing” for updates.
  
  
• Booking Errors & Misrepresentation: Mistakes in bookings, then charges to fix them.
  
  
• Pressure Selling & Pricing Issues: Complaints about upselling, hidden fees, and price mismatches.
  
  
• Customer Service Attitude: Rudeness or dismissiveness from staff, especially post-booking.
  
  
• Travel Changes & Cancellations: Last-minute changes not communicated, costly rebookings.
  
  
• COVID-19 Refunds: Delayed or partial refunds, credit vouchers, and dissatisfaction from that period.
  
  

These frustrations echo across review platforms, but Flight Centre does resolve many issues when escalated.