Flight Centre Kerrisdale

My husband and I booked a holiday through trip advisor when we decided to take a trip to Texas. I chose this particular office because I had booked there before and found the agent to be helpful and knowledgable.
I went there expecting the same kind of service and was regretably disappointed. I told her what I wanted and she gave me a couple of choices in hotels and I chose the Emily Morgan because she had assured me that breakfast was included. Just to say the cost of the hotel was not cheap, but because of the breakfast I felt it was worth it. We arrived in Texas and all was well until we asked for our breakfast vouchers. The desk clerk told us that we hadn’t booked the package with the breakfast because they don’t advertise that particular thing on Expedia. Yes, Danielle, the Flight Centre specialist booked through Expedia and did not even contact the hotel when she obviously found that the breakfast was not included, but still led me to beleive it was. I could have booked through Expedia myself and been far more informed about what was included and what wasn’t than I was with her booking it for me.
When I got back home I went to the office and spoke with Danielle directly. She assured me that yes I had paid for the breakfast when I paid for the room, however, without receipts of the breakfasts I did have in other places during my stay she was unable to refund me any of my hotel cost. I suggested she call the hotel and get a copy of my invoice because there was a listing of one of the days we did eat there and it would give her an idea of how much it would have been worth. 2 hours later she emailed me and said that upon reviewing her notes there was not mention of breakfast therefore there would be no reimbursement. This email was sent 2 hours after she looked me in the eye and said that I had paid for breakfast 100%. Oh, but she would give me a $ 100.00 voucher of my next booking with them.
I did contact the Customer Service department and it took 1 week for them to decided that because they are not privy to private conversations between the agent and customer and because Danielle had not noted anything about the breakfast being included in her log they could not reimburse me the $ 288.00 that it cost me for the breakfast I thought was included, but they would, in good faith mail me a cheque for $ 100.00 instead of a voucher for my next trip.
I’m still waiting for the cheque.
I would say that if anyone is dealing with Flight Centre, do your homework first. Get EVERYTHING in writing, down to the last inclusion and do not take their word for anything. Unless it’s in writing, their word means nothing.
All in all it’s regrettable they took the word of an employee, that not only lied to my face but did a poor job in booking a holiday, over mine. A customer that would have come back had I been treated fairly and in a timely fashion because I know that not all agents are as incompetent and uninterested in helping the clients as Danielle. Now I’m not sure I’ll ever go back… Expedia seems to be way to go, according to Flight Centre.

Jill was a terrible experience for booking a flight for my mother. My mother booked a flight there for the first time. After it was booked, my mother was told to look over the documents. Not once did she mention checking the name spelling and my mother naively signed off assuming that the name was correct since she had given her her visa with her correct name spelling on it. When she discovered it 2 days later, she called back immediately. Jill was not there and no one in the office was capable of making the changes. When my mother finally got a hold of her 5 days later, she was told it would cost her $ 40 for the name change. I called her on it and she claimed that she had told my mother several times to check her name. Unfortunately, Jill lied. This place is run by incompetents and would not recommend them to anyone.

I’ve booked two flights here and have found pretty good deals. The downside is the customer service. Both times, Jill helped me and I found her to be rude and impatient. She didn’t seem that interested in helping me and was overly abrupt and pushy.
I asked her to confirm seating for us and she didn’t. She said she would forward travel insurance information and she didn’t.
I feel like there are a lot of travel agencies as well as websites out there. I will probably choose something else next time I book a trip, seeing as customer service isn’t high on the priority list here. Or at least choose a different travel agent.