Flight Centre

Reviews

1. sam sun ★☆☆☆☆

   I am writing this feedback because my claim experience has been extremely disappointing, repetitive, and inconsistent, despite my full cooperation and complete document submissions. 1. Repeated template replies, regardless of what documents I submit Across multiple months and multiple agents, I kept receiving the same wording: “Please provide GP notes relevant to your medical condition.” “Please send translations of documents not in English.” Yet all my documents, translations, and medical explanations were already uploaded multiple times through both eClaim and email. It felt like no one actually reviewed what I submitted. 2. The insurer consistently misinterpreted my health situation My dental visit was self-funded and unrelated to the claim. My actual claim was for acute autonomic dysfunction / panic-like symptoms triggered by environmental change overseas, supported by hospital receipts and a handwritten English diagnostic explanation. However, every response from the insurer kept referring to “GP notes,” showing a lack of understanding of the Taiwanese medical system, which does not operate on a GP-based model. 3. Case repeatedly handled by different agents, none reading previous communication Throughout the process, multiple staff members took over my file, each one repeating the exact same template and asking for the same documents already provided. This created a loop that made the case drag from March → October → November, with zero proper resolution. 4. eClaim uploads were never properly reviewed My documents were uploaded on the official eClaim platform many times, yet the system still showed: No progress updates No proper review No closure notice In one instance, a staff member duplicated my property claim, creating three claim entries for the same items without explanation. 5. “We could not reach you” — but I never received a single call or email Customer service claimed they contacted me. However: I had no missed calls No voicemail No record of attempted contact My international calls to their hotline often resulted in error tones or unavailable service This makes their claim of contacting me highly questionable. 6. Property claim requirements were unreasonable I repeatedly explained that older items have faded receipts (10 years old), yet I still provided: Photos Model details Evidence of ownership The original faded receipt This should be sufficient, especially since many insurers accept depreciation-based assessments — but instead the case was stalled again. 7. The experience caused unnecessary stress throughout my travel Because the insurer’s handling was so inconsistent, I had to travel while constantly worrying whether I actually had coverage. This affected: My sleep My ability to relax My confidence in managing my belongings abroad This is not how travel insurance should function. 8. I am not trying to create conflict — I just need proper assessment I have always fully cooperated. I provided every document, every explanation, and even repeated uploads. I simply want my claim assessed based on the policy I paid for, not dismissed with repeated templates. I will revise my review fairly if the insurer can properly assess my case and provide a reasonable resolution. But at the moment, the experience has been far below acceptable standards.

   almost 3 months ago
2. Mohamed Nur ★★★★★

   We would like to express our sincere appreciation for the outstanding service provided by Dylan Hargraves at Flight Centre (Chartwell). From the very beginning, Dylan was incredibly professional, patient, and genuinely understanding of our specific needs. My wife is travelling to Kenya and speaks very little English, and Dylan went above and beyond to ensure she would be fully supported throughout her journey. He carefully arranged for airline staff to assist her during her layovers, giving us complete peace of mind. His attention to detail and commitment to her comfort truly exceeded our expectations. Thank you once again, Dylan, for your exceptional service. We highly recommend you to our friends and family and will definitely be returning in the future. Outstanding service all around.‼️

   almost 4 months ago
3. Kathryn Numa ★☆☆☆☆

   Really disappointing experience with Amy at Chartwell. We booked and paid immediately and she then ghosted us. After a couple of attempts she finally responded with our package details. When we arrived in Raro, the resort had not had any communication from her with flight details and she had booked us for an airport shuttle (at an extra cost) when it was already provided by the resort complimentary. I have tried to contact Amy since we returned to NZ and as yet no reply. A disappointing customer service experience.

   almost 4 months ago

1. Bono Mente ★★★★★

   I'd like to express my sincere gratitude to Renee Claasen, Chatwell, Hamilton. My flight to Europe were difficult because I flew different airlines with flights delays. My suitcase was lost and I returned from holiday to NZ without it. Renee's empathy, efficiency, professionalism and the ability to find a way out of difficult situations made the search process succesful. I especially valued her help in writing multiple letters to Qatar airlines and Insurance company on Sunday after her working hours, despite the fact that she was tired. Three months later the lost suitcase was found, thanks to Renee. Again, thank you for the quality work. I will recommend you to my friends and acquainances. Mila

   almost 6 months ago
2. sahana kn ★☆☆☆☆

   We have used Flight Centre Chartwell Mall’s services before and decided to return because of our positive past experiences. We arrived around 5:15 pm and saw that the staff were assisting another customer, which we were happy to wait for. During the wait, our child started crying, so we briefly stepped out to attend to their needs. When we returned, the agent asked us to send her an email regarding our inquiry. We waited patiently for about 40 minutes for a response. If the staff were not going to be able to provide the service to us in person, we feel it was unfair to expect us to wait only to be told to email afterward. We could have used that time to run other errands instead of waiting unnecessarily. We do understand the store closes at 6 pm, but to keep us waiting until then just to be told to email doesn’t make sense. A simple acknowledgment when we first arrived, along with a courteous update on wait times or limitations due to the approaching closing time, would have gone a long way. Even a brief check-in or explanation would have shown respect for our time and improved the overall experience. We hope Flight Centre improves this aspect of their customer service.

   almost 10 months ago
3. Sonja Botha ★★★☆☆

   Want to go on a Mediterranean cruise next August. ( 4 of us.) The lady promised that she will come back with options 4 weeks ago...know her name. No service. Got helped through another company. My family of 30 had the same experience going overseas ..December 2023. We sat all over the place in the aeroplane and some had to take the next flight. This is also our last try with Flight Centre. So sorry. Before we had good service every year going overseas.

   almost 2 years ago

1. Denes J ★☆☆☆☆

   Do not trust this company. My flight was cancelled by airline more than 3 years ago. I still didn't get my refund. They stopped answering my emails.

   almost 2 years ago
2. Kristina Barnes ★☆☆☆☆

   There are only disadvantages when booking through flight centre. We ended up searching for our flights ourselves as they it was so much more hassle otherwise. Customer service was terrible - long response times or no responses from the travel agent, Amy, after booking and not helpful at all. When ended up having to change our flights back due to covid, which was an absolute nightmare - again slow response times and absolute minimum effort to help. It was hard enough finding any flights at the time at short notice. It would have been so much easier to deal with the airline directly, which we couldn't because we had booked through flight centre. In summary, don't waste your time. There are better travel agencies out there or just go through the airline directly.

   almost 2 years ago
3. Colleen Bridger ★☆☆☆☆

   Te Awa FC is so difficult to get thru by phone,i know it can be busy,but at least have 2 people man the phone lines..very frustrating when iv called 9am on the dot and still not get thru???

   almost 3 years ago

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