Flight Centre refunds for cancelled flights

[p--and--t]

I guess that's because if the flight is cancelled, they're not going to get the expected commission from the airline; so, of course, they look around to see who they can get it from.

If that is the case they are not charging an equivalent justifiable "fee for service" and merely conducting a ripoff to support their cash flow and need to be investigated and fined.

The banks were doing similar and castigated for doing so and forced by the authorities to refund and in future charge equivalent justifiable costs e.g. previous cosy exorbitant fees for overdrawn account notices, re-issuing statements, intra bank ATM fees and dozens of others.

It was found in the banks case that their fees were irrelevant to actual costs, unjustified and the fees exorbitant regardless of their constant issuing of new PDS'.

 

[muppet]

I booked accommodation in Hawaii through flight centre, however I had booked my flights with Virgin with points on Hawaiian Airlines. As they cancelled the flights, I contacted Flight Centre about the accom cancel, we have been able to get a full refund from the supplier for the accomodation. I don‘t know when I will be able to book business class flights with Virgin to Hawaii again as it was booked 1 year in advance last time so I’m asking for my money back, flight centre is charging 2x $300 for the refund. It is also going to take up to 8 weeks to process. I’m going to be following up with Citibank Prestige for the rest of the refund.

I think this one is fair (albeit the $300 is absurd, but it is what you agreed to) as you initiated this cancellation. Other examples were people were denied their purchased product, that hasn't happened to you.

 

[Pug1]

According to this thread on whirlpool FC is telling some folk it will take up to 12 weeks for them to process refunds: Airlines cancel - Flight Centre still charge $350 - Air Travel - Travel - Whirlpool Forums

Disputing the charge with AMEX will be for the full cost of the booking, and won't afford FC their cancellation fee. So FC may dispute the chargeback with AMEX.

I understand that. I'm reasonable and flexible and have no wish to cheat FC. However I get concerned when I get absolutely no response from them since 19 March. APT and Viking Cruises have responded to us quickly and efficiently on other matters. If my chargeback means FC deals with my refund I'm happy. What's your course of action?

 

[MEL_Traveller]

Apparently they have a new CV-19 cancellation/credit form: C19_Case_Support, which you can also access through their main CV-19 page: Coronavirus Travel & Business Update

Not sure if that was the same one you completed, or whether old communications are still being processed by them.

IIRC yours was a voluntary cancellation? Which would incur the cancellation fees. FC and the bank may see it as an attempt to circumvent the (correct in this case) fee.

 

[Pug1]

Apparently they have a new CV-19 cancellation/credit form: C19_Case_Support, which you can also access through their main CV-19 page: Coronavirus Travel & Business Update

Not sure if that was the same one you completed, or whether old communications are still being processed by them.

IIRC yours was a voluntary cancellation? Which would incur the cancellation fees. FC and the bank may see it as an attempt to circumvent the (correct in this case) fee.

Thank you for the link, which I had already seen. I spoke to our FC agent on 19 March and told him we wanted to cancel. He gave us an estimate of cancellation fees (the Qatar fee is in US$), and I followed up with a confirmatory email to him as he requested. He said the refund should be in their account the following Monday the 23rd and he would call to get my CC details. Nothing since then apart from an out of office auto reply, and he is not taking calls on his mobile. I've told Amex that I am quite willing to pay the cancellation fees. Since the flights disappeared from the Qatar manage booking login on the 19th March I assume the cancellation has been processed. Whilst I sympathise with FC's predicament they are not helping us to continue to do business with them once this blows over.

 

[roxyroxy]

Yeah - there's plenty of chatter on a half-dozen forums about Flight Centre and refunds... full information is here: Coronavirus Travel & Business Update

There is no suggestion that FC is not refunding, however, in cases where you seek a refund, even if the operating airline cancels, FC will take out their $300 cancellation fee. If you voluntarily choose to cancel (ie the airline is still operating their flights), then you may be entitled to a credit, voucher, or a refund in line with the terms and conditions of your original fare or the current airline policy.

In any event, if yuo choose the 'refund' option, FC will take out their hefty $300 fee, per person.

I'm not exactly sure if FC taking $300 for a fee if the airline cancels is legal. Time will tell. There's an awful lot of very unhappy folks and I think there will be legal action at some stage, or a review by one of the regulatory authorities.

Have you joined the 2 Facebook Groups ?
Flight Centre - Give Us our Refunds & Flight Centre Ripped me off

 

[samh004]

Have you joined the 2 Facebook Groups ?
Flight Centre - Give Us our Refunds & Flight Centre Ripped me off

You'll find the members here don't need to join a Facebook group to know FC isn't a great TA

Plus, I see from your screenshots those groups are private, this site is public. Easier for a company to see how disgruntled you are when they can actually search for and see your posts

 

[roxyroxy]

S

You'll find the members here don't need to join a Facebook group to know FC isn't a great TA

Plus, I see from your screenshots those groups are private, this site is public. Easier for a company to see how disgruntled you are when they can actually search for and see your posts

Still worth joining a united group of people attempting to make a point and create some change

 

[samh004]

Still worth joining a united group of people attempting to make a point and create some change

You could post about your experiences here, more likely to get noticed. Articles get content from posts here.

Flight Centre Cancellation Fees Under Fire

Travel agency Flight Centre has drawn criticism for charging $300 per passenger in administration fees for involuntary cancellations.

www.australianfrequentflyer.com.au

 

[MEL_Traveller]

Thank you for the link, which I had already seen. I spoke to our FC agent on 19 March and told him we wanted to cancel. He gave us an estimate of cancellation fees (the Qatar fee is in US$), and I followed up with a confirmatory email to him as he requested. He said the refund should be in their account the following Monday the 23rd and he would call to get my CC details. Nothing since then apart from an out of office auto reply, and he is not taking calls on his mobile. I've told Amex that I am quite willing to pay the cancellation fees. Since the flights disappeared from the Qatar manage booking login on the 19th March I assume the cancellation has been processed. Whilst I sympathise with FC's predicament they are not helping us to continue to do business with them once this blows over.

It's possible the person you emailed may now be out of a job and no longer responding.

I'd try the online form, hopefully that will be going to some place where they can actually handle it.

The main problem i can see with a charge-back is that FC will dispute it because you aren't entitled to the cancellation fees back. AMEX can't hold those as part of a chargeback - it's either all or nothing. If you complete the online form and still nothing, I'd then say it's fair to do a chargeback on the basis that the agent isn't responding.

 

[Pug1]

It's possible the person you emailed may now be out of a job and no longer responding.

I'd try the online form, hopefully that will be going to some place where they can actually handle it.

The main problem i can see with a charge-back is that FC will dispute it because you aren't entitled to the cancellation fees back. AMEX can't hold those as part of a chargeback - it's either all or nothing. If you complete the online form and still nothing, I'd then say it's fair to do a chargeback on the basis that the agent isn't responding.

I suspect you are correct and I took your advice and lodged the online form as well. We'll see what happens. I also checked the Captain's package we added to the booking and it says next business day refunds! One doesn't need this stress in our 70's and in "confinement"! I did realise the dispute/chargeback would complicate things but figured it would also put some deadlines on FC to respond. Que Sera Sera.

 

[Flyinfish]

Just checked Etihad’s Covid-19 policy page and they are now offering refunds for ‘US UK and EU originated tickets’! What happened to our consumer rights??? This in addition to Singapore Airlines now offering refunds to all.

 

[MEL_Traveller]

I suspect you are correct and I took your advice and lodged the online form as well. We'll see what happens. I also checked the Captain's package we added to the booking and it says next business day refunds! One doesn't need this stress in our 70's and in "confinement"! I did realise the dispute/chargeback would complicate things but figured it would also put some deadlines on FC to respond. Que Sera Sera.

When you submitted the form did they give you estimation of refund time lines? If you don't get anything - not even an acknowledgement in say 7 days, I would do the charge-back.

 

[Stingray2102]

I had the same problem with my original booking agent not replying to me for over 2 weeks (thinking he'd been stood down). I thought about trying the online form but the problem with the form is that there are only 2 options to choose from under "What would you like to do" - "Re-book to a future date" or "Cancel existing booking" - neither of these options apply to me when applying for a refund for a cancellation that has already been forced by the supplier.


Eventually after chasing another agent from the original store i booked at I got a written response from her outlining my cancellation/ refund options but she was unable to negotiate on the $300 cancel fee and said I had to escalate with the FC customer relations team.

After escalating my enquiry to the customer relations team on Monday the 6th April, i got an auto-reply saying they would take at least 5+ business days to respond - and my flight departure date was on Thursday the 9th April. So i figured this was justification enough for lodging my chargeback request with my bank (which i did on April 6th shortly after the customer relations auto-response ). Ive yet to hear back from my bank yet, I'm sure FC is disputing it. We'll wait and see.

 

[Flyinfish]

When I checked Aunt Betty’s website today there was a link to a Google form you could submit that includes the option of requesting a refund, possibly due to change in policy by some airlines eg Singapore Airlines. Things are changing, a bit of consumer pushback?

 

[Pug1]

When you submitted the form did they give you estimation of refund time lines? If you don't get anything - not even an acknowledgement in say 7 days, I would do the charge-back.

No it's a multipurpose form and all I got was a standard reply with a case number. Wait and see how soon I'm contacted.

 

[Pug1]

I had the same problem with my original booking agent not replying to me for over 2 weeks (thinking he'd been stood down). I thought about trying the online form but the problem with the form is that there are only 2 options to choose from under "What would you like to do" - "Re-book to a future date" or "Cancel existing booking" - neither of these options apply to me when applying for a refund for a cancellation that has already been forced by the supplier.
View attachment 214303

Eventually after chasing another agent from the original store i booked at I got a written response from her outlining my cancellation/ refund options but she was unable to negotiate on the $300 cancel fee and said I had to escalate with the FC customer relations team.

After escalating my enquiry to the customer relations team on Monday the 6th April, i got an auto-reply saying they would take at least 5+ business days to respond - and my flight departure date was on Thursday the 9th April. So i figured this was justification enough for lodging my chargeback request with my bank (which i did on April 6th shortly after the customer relations auto-response ). Ive yet to hear back from my bank yet, I'm sure FC is disputing it. We'll wait and see.

Good luck with the charge back. Have to say others such as APT are handling this much better than FC.

 

[MEL_Traveller]

No it's a multipurpose form and all I got was a standard reply with a case number. Wait and see how soon I'm contacted.

I think a week is fair? If they can't even get back to you with an estimation of when you will receive your refund then do the chargeback on that basis - 'impossible to contact merchant'.

 

[Stingray2102]

When I checked Aunt Betty’s website today there was a link to a Google form you could submit that includes the option of requesting a refund, possibly due to change in policy by some airlines eg Singapore Airlines. Things are changing, a bit of consumer pushback?

Ah yes i found the form - lets hope Flight Centre update their own policy/form in due time, especially with all the consumer backlash they are getting! Stories like this on A current Affair should hopefully be putting the pressure on!

https://www.facebook.com/video.php?v=2563669603912977

 

[hada88]

View attachment 214307

Ah yes i found the form - lets hope Flight Centre update their own policy/form in due time, especially with all the consumer backlash they are getting! Stories like this on A current Affair should hopefully be putting the pressure on!

https://www.facebook.com/video.php?v=2563669603912977

I haven't read if you are willing to pay the $250 pp refund processing fee, but just be aware that this applies for both voluntary and involuntary cancellations.