I booked a group trip to boracay philipines with flight centre highpoint and their customer service from start to end was terrible. They changed my agent 3 times, One of my flights was cancelled 1 week before we were to fly out hence they booked accomodation for us in Manila philipines near the airport but the conditions of the hotel were horrendous. It was more like a back packer accomodation than a hotel. The flight centre agent did not take into consideration that there were better hotels nearby the airport that were more better suited and still a close proximity to the airport. They also failed to organise hotel to airport transfers for us and they put us in an endangered location. The hotel had poor facilities, high risk of luggage being stolen, mould in the showers, broken beds and cockroach infested. We had 2 near misses being injured with the lift in the "motel accomodation"that they booked for us since the lift had no sensors it would randmly close on you just when you are about to enter the lift. I had booked a 5 star hotel in boracay for my girlfriends and i plus airport transfers but flight centre did not pay us back for the inconvenience they caused us. I tried to email them twice when i came back and got no response till now. I would highly advice not to book with flight centre highpoint. Your better booking on your own. Absolutely terrible service and poor communication on their part.

Extremely poor attention to detail and poor customer service - paid additional for baggage however some flights had no baggage allowance. Flight centre highpoint store provided wrong date of birth to the airlines. We have tried multiple times to try to resolve the issues however flight centre not provided any assistance with resolving our baggage issue and blamed us for the mistake. They told us to contact the airlines ourselves to resolve the issue and that we will need to pay for the additional luggage. Would not recommend to anyone. Better off booking our flights ourselves. Edited to clarify that we initially booked through highpoint flight centre store. We have attempted to contact the store directly to try to resolve our issues and very disappointed with the response we have received. We tried escalating our issue further through the complaints resolution however no response for the past two days. We are extremely fed up with the lack of customer service. From a customer perspective, flight centre has been happy to take our money and not provide any support for an oversight on their behalf and are more than happy to push all the blame onto the customer. Don’t bother. I have learnt a valuable lesson and that is to never book with flight centre highpoint or any other flight centre. This experience has been a joke.

I recently received yet another Flight Change Notification email regarding flights I had arranged via Flight Centres online booking service is November last year for return flights to Cairns for a trip this August. After trying to contact the online booking team over many days and spending numerous hours on hold with no success, I decided to try phoning the customer service number so I could speak to a ‘real person’. I was extremely fortunate to have Laura answer my call. I explained my situation and Laura was kind enough to look into it for me. Laura went out of her way to try to assist me with my problem, even though it had nothing to do with her. She returned my emails when she said she would and updated me regularly on what she had found out from her end. I am happy to say that the issue has now been resolved and my faith in Flight Centre has been restored thanks to Laura’s kindness, personal assistance and professionalism. If I use Flight Centre again, I will certainly only be contacting Laura at Highpoint to assist me (and I live in Berwick!). Thank you so much Laura for all you did to help me, you were amazing.

Haven’t had a great experience using flight centre at highpoint. We dealt with Gia who was initially great. Sent us two quotes and we immediately accepted the second and paid. Since then, we emailed Gia to update our tickets after receiving new passports. We received an automatic reply that Gia is in Greece (which is fine, everyone deserves leave!) but her email said she would respond to existing customers within 72 hours. We waited a week with no reply, and then sent another email asking for help. After receiving nothing, I went into the store on Sunday (as Gia’s email said the office was open Sundays 10-4). It was closed. I revisited last week (only 7 days before our trip) and asked for help from Sarah. She was great initially and asked us to email through the passports for her to update. However, she never replied. With three days left until our trip I now have to go in tomorrow for help again. What a nightmare. I would update the tickets myself but Qantas said it has to be done by the person who booked the flight. I wish I booked this trip myself

Have been trying to contact flight centre to get a quote but haven’t had a response. Went in for a quote early in the morning to see if I could catch someone to give me a quote before their appointments, no one looked like they wanted to serve me so I went up to someone to ask for some assistance and they told me they would see if anyone had capacity because they were busy which is understandable. Directed me to a lady and she quoted me airfares to Japan and Korea for ~ $19500 for 4 tickets which is ridiculously high for not even direct flights. Seemed like she gave me an expensive quote so I would walk away because I saw on the screen for a cheaper option of a little bit over $10000 for 4 tickets but she didn’t offer to me. Went to another centre and they offered me $7700 for flights and booked right away. Would have rather they told me they were busy and can’t serve me then play me as a joke with giving me expensive flights to walk away. I would have understood if they told me they couldn’t assist then waste both mine and theirs.

Do not ever go to the flightcenter highpoint. They wouldn't take responsibility for confirming the purchased upgrade seat with Virgin. We only found out when we checked in. The next day we called them about the situation. They asked us to pay extra money. Of course, we wouldn't because they were not done the proper job at first. They gain no trust from me. Then, they said we would get an email on following Wednesday to get the refund. But we did not receive any. We called back to Lisa on Saturday, she said we would get an email on the following Wednesday. And then, we still have not got it. Finally, we had to go the store, the male assistance said that is from head office and we would get it soon. He did not bother to call the head office to find out. Still, we have not recieved any refund email. Shaun is a manager at the store and also an agent booking the trip for us. His work performance is below average. We will never come back to this store. We wrote feedback here hoping everyone being careful with their services.

Decided to visit this store this morning to book international airfares and accommodation leaving in 2 weeks, after doing some research and price comparisons online. Walked in and there were four sales reps all with headsets on barely wanting to make eye-contact. Was greeted by a guy sitting on his high chair, and as I was about to take a seat, he told me that I had to have an appointment and to come back sometime next week as they can't help walk-in customers without a booking (although they have a physical outlet for this purpose)! It's like the staff prefer to turn away customers so that they could enjoy the peace and quiet instore and chat amongst themselves. This experience has further cemented to me the poor customer service delivered by Flight Centre and why there is no actual need to go to a travel agent to book a holiday. I had ended up booking my flights directly through the airline

Went on Saturday to ask for some assistance for our upcoming trip overseas and sat at the front door for 20 minutes. There were 4 staff with other customers and not one of them acknowledged us waiting awkwardly at the door. After 20 minutes of standing, we decided to leave. There is no seating also for waiting customers, so you just have to stand at the front door, even the customers being helped were looking at us with confused looks on their faces. I understand you were busy and there's a wait time, but don't leave customers at the door with absolutely no acknowledgment. Not even one staff member so much as looked at us. It was just rude and unprofessional. And at least give us somewhere to sit while we wait. No wonder I much prefer online booking. Better prices and I can do things on my own time, no waiting around.

I must say Laura Vartaci and Gia Bitzilis are exceptional staff there at Highpoint Flight Centre. Gia organised and locked in the flights for us and a couple days later we returned to Flgiht Centre to finalise the flights and take out travel insurance. The staff were very busy and when Laura became free she immediately approached us for assistance. Laura has a professional approach to her work and has great customer service skills, always with a smile. Laura finalised the flights, organised travel insurance, we paid and left. What flight Centre need is a few more Laura's and Gia's. Well done ladies for your exceptional customer service skills.

My family and I have been dealing with Shaun at Flight Centre Highpoint for quite a few years now. I wouldn't go anywhere else or to anyone else. He is so efficient and puts in so much time and pride in what he does. If that has ever been any issues with flights or accommodation whether it be in Australia or in Europe he is onto it straight away and treats people as if they were his own family. I can't recommend Shaun and flight Centre Highpoint enough. You just don't find that kind of customer service anywhere these days. I would never book or travel with anyone else.. Let Shaun help you and you will have a fuss free enjoyable holiday.

My experience with them was unpleasant. My travel agent was unavailable due to a work trip and I was unable to book a flight using my flight credit. When I walked into the store, I felt ignored and unacknowledged by the staff. Although the store may have been busy, it would have been more professional for the staff to at least acknowledge me and inform me of the wait time. It took over 15 minutes for someone to finally approach me. I was also disappointed when they refused to assist me with my flight rebooking and scheduled an appointment for the following day. Due to this poor service, I will not be using Flight Center in the future.

Their website is so difficult to book an appointment online so went in person. Attempted to call and book and you’re put on hold without anyone picking up. Had to wait around for someone to finish and was told to come back in 30 minutes as a lady would be done. Came back in 30 minutes and was told to wait another 20 minutes as the lady was still serving someone. In the mean time while waiting there was people coming in and getting served without being told to wait that DIDN’T have appointments. I walked out without any information don’t bother coming here just book flights yourself. They will waste your time

The absolute worst customer service! My partner and I have visited this Flight Centre multiple times and have waited, only to not be acknowledged by anyone and ignored. We tried our luck again today as there were 2 agents in store and only 1 customer being served, the other one was just wrapping up. Waited at least 15 minutes, the agent even looked us in the eye, didn’t acknowledge say hello or anything. Only to ask us what we were after and to tell us they were closing! Thanks for making us stand there for 15 minutes like idiots. Please improve your customer service acknowledgement!

Came into the store as flight centre does not allow you to redeem their vouchers online. Called ahead and was told to come in whenever and they would make time for us as booking the flights would only take 5minutes. We were ignored for 10minutes at the store before anyone came over to help us. We were then told they could not help us without an appointment even though we new exactly what flights we needed book. Would never buy someone a flight centre voucher after this experience, especially as the flights are more expensive than booking direct with the airlines.

After failing to get thru by phone or receive a response by email I went direct to the store at opening time. The female consultant spent time with me planning a trip in Qld and said I’d receive the detailed quote within 2 days. A week and a half later I still hadn’t received anything. I called into the store to find i wasn’t even on their system and the consultant wasn’t in. Neither was the Supervisor or 2 IC available when I phoned later. Apparently because I didn’t have an appointment originally they couldn’t track it. Laughable and very disappointing.

Worst experience, they stare at you expecting you to come to them, terrible service and they said they needed to go home and that they could not change our flight details. I would not recommend this store. Especially Shaun was not happy with his service disappointing how staff stare at you and not help. Respect goes two ways and this was not two ways from their side. We pay good money for tickets and expect to have good quality customer service. So I would not recommend going to Flight Centre Highpoint nor speaking to Shaun so called Senior Team leader.

Tried to book a Bali holiday but the Blond Little girl have a huge lack of customer service. She didn't show any interest in helping us she stayed seated behind her little desk and didn't even gave us any indication that she's willing to help. After I walked out of the shop she couldn't get up fast enough to talk to her colleagues but didn't bother for the customers. Please look after your customers if it wasn't for them then you will be out of a job? We will book our holiday elsewhere where we are properly welcomed.

I went to Flight Centre last October to get a flight from Melb to Singapore to Taiwan to Melb. Got home to double check everything in my Email and the person had booked Melb to Singapore and then Taiwan to Melb. I rang up to tell them I didnt think I could swim that far and just ended up canceling everything and do it all online. She said it would cost about $200 dollars to cancel but I haven't received a cent back. Just try calling their number and see how easy it is to get hold of them.

You just book me the cheapest room in port Douglas which it was look like jail room kind of cheap hotel while i said it's my honey moon trip and i paid extra to reception and i got better room and also in gold coast you book me the cheapest room in Hilton hotel on level 5 also in there i paid extra to reception to update my room , you just took my money to book me cheapest things for me , absolutely it's my last time i go with you guys, and also i do not recommend you to anybody else

We have been dealing with Shaun for about a year. We started with some complaints about a staff member and he handled this so well that he is now our travel agent. Since then he has booked a seven week trip for us to Europe and on our return was happy to talk to us about our experiences. We have since had him book a cruise over Christmas/New Year which includes and international flight, and a domestic return flight for later this month. We COULD NOT be happier. Thank you Shaun!

Rushed after work to get here before they "closed" at 5.30pm only to find the shutter pulled down at 5.10pm. We asked the person working at the desk if they were still open, they responded by saying that they had been busy today and have too much to do so had closed. No apology, no suggestion of an alternative, very poor customer service, was almost an inconvenience that we had even asked anything. Very disappointing and a waste of a trip. Will head elsewhere in the future.

The flight centre you need to update your business hour, your business hourse says 5:30pm closer, however they closed half of the door before around 5:05pm customers service were available but one staff keeping saying so sorry we are closed and when I confronted her about the time she stated, we are so sorry but we always close earlier why put fails time on google if they gonna close 5:05pm I drove half an ahour in rush hour to get flight tickets. ☹☹

Had to make an appointment 48hr in advance for this store. Don't bother walking in unless you want to make or attend an appointment. Once I got an appointment, the assistant was helpful and provided a business card to email any queries. When emailed, never got a response. Tried again to email some weeks later and again no response. Tried calling (even via the 1300 number) 4 different times and no answer. I guess these guys are busy enough to not want the business

Waste of time going through an agent these days bc cancellation fees are higher, prices are higher & travel advice inaccurate. Received completely inaccurate advice that was nothing to do with unusual events from current restrictions. Flightcentre will also avoid any assistance if something goes wrong in yr trip. On this basis, what is their purpose in someone's travel arrangements. They really are a redundant company with no responsibilities to their clients.

Laura is an AMAZING employee who deserves the highest recognition. I would not have made it to Sydney yesterday without her. With the last 24hrs being full on, she made it possible for me to go. Making sure it was late enough so I could frantically pack, but early enough that things would be unlikely to change. I know I will go back to Laura again, her customer service was outstanding and I'm so very thankful for her. Thank you!

Requested a refund on the 18th of January due to COVID. Airline processed my refund on the 21st of March. Money has been sitting with Flight Centre ever since. It’s been almost 4 weeks now (today is the 14th or April) and I have lost count of how many emails and phone calls I have made. I went into the store and called Customer Relations but nothing still. Stay away from Flight Centre specially the store at highpoint if you can.

I had an amazing experience here the lady giulia was so accommodating and great customer service I would recommend booking flights with her as she is punctual and has excellent customer service will be booking with her again.... her patients was well appreciated also as I have learning difficulties so she accommodated to that thanks again giulia

We had a really poor experience with Flight Centre. A mistake was made on their end on our trip. We fortunately were able to fix the situation. Our dealing were sub par and when it came time to reimbursing us for our lost we found them only willing to reimburse the bare minimum. I unfortunately would not recommend these guys to anyone!

Thank you to Shaun for yet again efficient service! Shaun makes life easy by preparing quotes for me with a variety of options! Shaun’s always well versed in many locations and always gives great guidance! I have used Shaun numerous times and will continue to in future! Highly recommend Shaun if you want a knowledgeable travel agent!!

Worst experience, we planned our honeymoon using this store and it was the absolute worst experince I have ever had. Do not use them, stay away. Wrong information, horrible choice of hotels, no communication. Please do not use them. We are still waiting four $1500 refund and they aren't replying to emails, which doesn't surprise me.

Chloe looked after us and did a fantastic job. Everything she organised eventuated despite some flight delays by the airlines alone the way. Flight Centre at the airport were able to make adjustments as required to ensure we didn't miss any connecting flights. Highly recommend Flight Centre to anyone looking to book a holiday.

A massive thank you to Brent who organised a Philippines and Japan trip for my partner and I. He took care of insurance, flights, accommodation, attraction tickets and everything in between. Highly recommend Brent if you're after a reliable and knowledgable travel agent. We look forward to planning our next holiday with him!

This centre don't even deserve 1 star. No customer service at all. Waited for 20min to be served, and when staff is available, he said he hasnt had a break and asked us to book appointment to come back another time. Didnt even bother to offer any assistance whatsoever, even when theres another 1 hour+ before it closes.

I only go to this flight centre because I have had a voucher from universal traveller. The few times I have come, I wait patiently at the front but I never get acknowledged. Waiting there for 5-10 mins awkwardly isn't very nice, I understand you're busy but at least say something to your customers.

Went into this Flight Centre to actually make a huge overseas booking. No customer service unfortunately and apparently need to make a booking to speak to someone. Staff didn't offer any assistance whatsoever. Very disappointing and not good as its in a major shopping complex.

Brent is an absolute legend. I have been booking my trips with the Flight Centre staff back from the Student Flights days. Brent is super patient and takes the time to provide all the information I request. Couldn't speak highly enough of him.

Brent is the best! he is so attentive, he has booked amazing holidays for me and they have always run so smoothly. he has travelled a lot himself so he has a lot of experience! I will forever book my holidays through him!

Horrible service - they don't do even a quarter of what they promise to do or are legally obligated to in their booking contracts. Mark ups are well beyond normal service fees. Do yourself a favour book anywhere else.

Been using Brittany as my travel consultant, britt made the process super easy and stress free. Britts bubbly nature easy go attitude topped with her professionalism will definitely bring be back as a repeat customer

Christina was extremely helpful when I booked my trip, she answered every email i sent within 3 minutes of sending it and answered all my questions effectively! Made booking the trip so easy! 11/10 for me

Very bad customer service. They suppose to close at 5 pm but went there at 4 o’clock and was told they close in ten minutes. They were literally doing nothing. Not wonder why they have 3.8 stars

Brent was excellent! He organised flights, insurance, accommodation, without any fuss. He was kind , professional and efficient, because of his good work we had a great trip. Thank you Brent.

Was served by consultant Giulia. Thank you Giulia for such a great service. You went above and beyond to help me with my flights. Will definitely visit you for my next travel plans …

Friendly staff with amazing customer service. Every time I have visited all of my questions were answered, without a bother. Highly recommend this store for booking your next holiday.

Brittany was incredible! Was so caring - got me a great deal and even called me when I got back to ask how it went! 100% recommendation, she’s worth her weight in gold!

We had Brittany as our Travel Agent and she was AMAZING! Super friendly and very professional. Would recommend going back to her every single time to book a holiday.

My partner and I have just booked our second trip with Brent. His knowledge and assistance has made travelling a breeze! Highly recommend his service!!

While some staff are helpful, there are others who behave defensively when asked questions. Customer service experience was not pleasant here.

Luke was extremely helpful when discussing my trip to Thailand. Was able to organise everything for me and at a great price too! I’ll be back

Shaun is my go to person. He is extremely welcoming and knowledgeable. His attention to detail is why I book all my fights with him.

All staff working very hard but managing to stay calm, efficient and polite. I dealt with Laura and she was amazing …

Went to Europe earlier this year as everyone would! My experience with Christina was amazing really made my solo trip special

Tijen has helped us book a number of flights and trips. She has been very patient and thorough. Very happy with the service.

Rang on Saturday and spoke to a lovely lady and arranged an appointment for this Saturday. Would recommend them to anyone

Terrible service, very slow response to email - took two months just to get simple travel insurance sorted.

Skilled, professional travel agents who do their best to find the right travel solutions for you.

Absolutely lovely staff. They are friendly and helpful. I am very happy with their service.

Horrible customer service. The travel agents are completely uninterested and unhelpful

Good service however I was able to find the same flights myself at no extra cost.

Book your trip elsewhere, these guys will charge you 20% more for the same thing.

My gateway to little destination set by the great staff. My usual flight centre.

Seems that things have gone down hill since staff and name change

Best flight centre I’ve been to! Highly recommended Christina !

Good advice. Friendly staff. Nice not to make an appointment

Courteous and helpful customer service

Worse customer service experience.

Very helpful, easy to work with

Great staff regular customers

Good ppl, great service

Good customer service

Very good services

Did not go inside

Im very happy

GREAT SERVICE

Great place

Good place

Awesome