Absolutely disgraceful business practices! Be careful what you pay for with these guys! I paid $180.50 for an unaccompanied minors fee so that my 14 year old son would be escorted to his plane. According to the sales rep Jade, the form for this service would be sent via email that day so that we could fill it out and supply it at check-in. 4 days later, I called the Epping office about not having received it and was told they were waiting for it from the airline and assured me it would be sent out soon. 3 more days passed and I called and asked to speak to Jade about the matter. She assured me that she would send it out immediately, that never happened. 2 days later (being the day before my son was scheduled to leave) I still had no form. I sent an email to Jade requesting it again and received no reply nor form for my effort. The following day, upon check-in, I asked the Thai Airlines rep whether any such arrangement had been made, she looked dumbfounded as she searched for any indication of this request before informing us that Thai provide this service as a courtesy to their customers and don't charge an accompaniment fee. I then sent another email to Jade the following day outlining our experience and requested a refund of the fee which had erroneously been charged. It has now been 11 days since that email was sent and I've not even had a reply, I guess someone's thinking i'll forget about being robbed. I wonder whether having paid cash contributed to this issue and whether it ended up in someone's pocket rather that the company's account. I guess I might find out in the follow up... Be wary the bogus charges!!! So, to follow up; 10 days later and still no reply. I call the store and ask to speak to the manager and explain in no uncertain terms that I expect a refund after recapping the whole story. Thereafter things happened in a more appropriate manner. Apologies and excuses (not reasons) were offered along with the remittance of my funds over the next 2 days. I'm quite sure that if I hadn't made waves there would never have been a reply . In this case there was no excuse for the disregard and terrible customer service I experienced, particularly from a company this size.

SAVE YOUR TIME AND WALK AWAY! I have had a very poor service with the agent Shahni Bartley. She is definitely bringing the brand name down with over promising always. I initially enquired MEL-BOM BOM-CDG CDG-BOM and BOM-MEL. With the war that started in the region, we decided not to go. We booked our MEL-BOM and return tickets ourselves being our home country it was just the flights and nothing else needed. When we went back for BOM-CDG CDG-BOM, I was questioned: Oh why do you need help? You went ahead and booked it yourself anyways?! I started off my reconnection email explaining my anxiety over our heads which is why didn't want to do BOM-CDG CDG-BOM. When she did pick it up. she asked for dates, activities, number of days to spend at each place and upon receiving this info from me, there was a one line email back saying: "Just so I can be sure; what exactly do you need me to book? It's not 100% clear in your email and I just don't want to spend time doing the wrong thing so if you can please let me know what you need me to book I'd be more than happy to quote this up for you" I wasn't sure as I hadn't dealt with travel agents in the past having done everything ourselves. At this point I wasn't sure and doubting what Flight Centre's (Shahni's) capacity is. They had my dates of travel, number of days in each region and the point of departure and arrival and yet being said, that they don't understand what they have to do was a bit shocking. 2nd May to 2nd June - no comms about the travel plans - only assurances of getting back today, tomorrow were made with full confidence but never kept up with. Such a pity to see accounts handled like this and not promptly rerouted.

I was charged $152 for changing my flight from the afternoon to the morning. However, they decided to cancel the change after 30 minutes and was informed that I would receive a refund, which could take up to 10 days. Unfortunately, I had to contact the airline directly and make the change myself, which cost me only $111. Even more disappointing, when I called back after 2 weeks, I was informed that the refund request was never processed by the previous representative. This experience has left me shocked and frustrated with the service provided by Flight Centre. The customer service representatives appeared to lack competence and had limited operational knowledge. I found the service to be unreliable and unprofessional overall. If you are considering using Flight Centre, be aware that you might end up paying unnecessary extra fees and might not have your reservation handled professionally. It's essential to be cautious and aware of potential issues. I hope this helps and that you have better experiences with other travel options in the future.

Really bad customer service. Walked into the Melbourne Office was told by the person I just got back from leave I am really busy. I asked if I could leave my details for someone to call me as I wanted to book some flights and accommodation. They took my details and I am still waiting for a call that was over 2 months ago . I got online and booked my flights with the airline. I will never return back as a customer nor will I recommend. It appears quite a few people are experiencing issues with Flight Centre and COVID19 should stopped being used as an excuse, we need to move on and deal with it, it's an easy copout of an excuse it's been here since 2019. Time to move on and look at your process and service delivery.

Poor service, no communication at all! They over promised to contact you by the end of the day and you never hear from them. Book a ticket with them and you will be sure to never hear from them once there is an issue! Agent not responding to any emails and not calling you back! I always wanted to go thru a travel agent to book my holidays to keep people employment… never again! In the future I will book everything online! I had to make so many calls from overseas and the issue is still unresolved! Emergency service was also useless and rude! Store not answering the phone…and customer service not reachable from overseas!! Total joke of a company!!!! You deserve no star!!!

Awesome customer service by Kym ! I disparately wanted to secure some last minute flights, which were departing in two days, and because of other commitments, it was less than 15 minutes to store closure when I got there. To my utter delight, Kym still offered to help with the booking (I'm certain she and the other staff were under the pump) and shared her contact details. I emailed what I wanted along with my details and within minutes, she was able to send through a quote for me to pay. Absolute legend !! Certainly made my day (and my daughter very happy, because it was for her birthday !!) ! Keep up the good work and all the best !

The agent Sharni was unhelpful. She rushed us out as she had to go on a lunch break. Sharni ruined our Gold Coast trip due to poor recommendation and lack of care. She booked our holiday is less than 30mins. I tried to ask questions and seek recommendations. She cut me off. When we had issues with the hotel and flights we called Sharni and she took serval days to respond when it was urgent such as changing our flights as we had a poor experience. I would never use a travel agent again they don’t care about your holiday experience they care about commission.

I AM TRAVELLING FROM MELBOURNE TO VERONA ITALY ON 17 SEPT 2022. I WANTED TO CONFIRM SOME DETAILS IN THE TICKET. I TRIED CALLING THEM THREE OR FOUR TIMES AND THEY KEPT ME ON HOLD AND THEN DISCONNECTED. I THEN HAD TO DRIVE TO THEIR OFFICE AND SPEAK TO THE AGENT. WHEN I CAME HOME I HAD A QUESTION ABOUT MY LUGGAGE AND CALLED THEN AGAIN. THE SAME THING. THEY KEPT ME WAITING AND THEN THE PHONE RANG OUT. VERY BAD SERVICE. I WILL NOT BUY MY TICKET AGAIN WITH FLIGHT CENTRE EPPING. FROM NOW ON I WILL BOOK DIRECTLY WITH THE AIRLINE. LAZY AND INCOMPETENT.

If I can give you any advice when booking a holiday it would be DO NOT GO THROUGH FLIGH CENTER EPPING! I have had the WORST experience in booking a holiday to Thailand! They have no idea about customer service and only care about the commissions they make! I have tried to upgrade my hotel room over 5 times in which the price has nearly doubled and the story from them has changed every single time! Completely incompetent and have no idea on how to deliver a descent service! It’s a disgrace! Book it yourself don’t waste your time or money here!

I never ended up using their services. We called and asked if we needed an appointment and they said "no". We said "great we're on our way". Admittedly it may have taken us longer than estimated to get there, but when we got there, it was closed. Apparently they close for lunch. Firstly, who does that these days? Especially since most people would want to visit the Flight Centre during their lunch break. Secondly, they could have told us on the phone when we called, "by the way, we're closed from 1-2pm so please don't come during that time."

The service is absolutely appalling. No follow up correspondence from the agent we booked our cruise with. All we want is some basic information so we can confirm the date change of our cruise and book multiple flights to the US and Canada which we going to book through flight centre but going on this experience it's unlikely we will ever use this company again. Unfortunately we will have no option other than to cancel our cruise and forfeit our deposit

There were a number or errors in my booking which meant that I had little trust in the agent and trip so I've actually confirmed everything again which has been time consuming and defeats the reason of getting a travel agent. Poor communication, my agent was always on leave so I would talk to another agent and explain the situation again and again. waste of time. Nice, polite staff however to be honest, I won't be going with flight centre again.

If staff doesn’t want to work plZ quit your job, find something else, just 2 days before I was in store located in Epping plaza for confirm is any restrictions regarding COVID for flight and travel insurance, one of employee sally she said no no restrictions but today I face too many hassle in Airport, then I call flight centre same place then Carig McLachlan helps me a lot to do travel insurance, if sally told me it must , so I get done before

Just wanted to say a big thank you to Claire Miller at Flight Centre Epping! The other flight centres i went to were very difficult to deal with and never got back to me but as soon as i sat down with Claire everything was a Breeze!!! From start to finish she has been awesome and cannot recommend her highly enough!! I will definitely be booking all of my future holidays with her. 10 out of 10!!!!!!!

Craig McLachlan is 6 star, top shelf, rolled gold. Required professional, competent service to coordinate last minute flights to Asia for funeral. Very complicated now with COVID-19. Craig absolutely exceeded our expectations. Genuine, emphatic, diligent and so very helpful. Craig’s attitude and effort is absolutely outstanding. Reach out , Craig will enhance your holiday experience.

Booked a return ticket for my partner who lives over seas,a few days before she flew out i went and pay $80 for excess luggage, got to the airport had to pay another $316 because there was nothing in the system that I had already paid for excess luggage on approaching flight centre at Epping was told we'll get back to you still waiting to get a call thank you Clare Miller

Extremely unhelpful. Tried to book flights that I had already searched. We told the assistant the exact flights we were interested in booking and were given a price and that’s it. When I said I had found them cheaper through x, y and z, no alternative options were suggested to us to fit within our budget or offer to price match. Ended up booking elsewhere.

Fantastic customer service from Craig McLachla. You deserve to receive 10 Stars not just 5 stars. Craig has been absolutely fantastic with regards to all my issues and concerns dealing with Covid19 for cancelling and rebooking tickets.We will definitely be booking with him for all our flights going forward. Thank you Craig for your professional service.

My wife and I got served by Stephanie ROMIG and she understood the issue that we had with Etihad Airways. Our flight got cancell due to technical issues. She was very helpful and has an excellent customer service. We are very pleased with the way she dealt our situation. I highly recommend her to anyone who wants to reserve a flight with Flight Centre.

I highly highly recommend Lucas! He is such a great Travel Agent who ensures customer satisfaction and always keeps customers in the loop with their travel plans. He has organised two overseas trips for me and has made the whole process very easy and stress free! I always leave Flight Centre Epping Plaza very pleased with their services.

Lou and I booked our return tickets to Serbia & Rome via Dani of Flight Centre, Epping Victoria. Dani obtained the best flights at very reasonable prices.  She is very thorough, efficient, friendly and patient. She has outstanding customer service skills and goes the extra mile.  We very highly recommend Dani and she gets 5/5 from us.

Excellent service quickly booked a holiday after sending in a general itinerary via email. They did the job of searching for flights and finding good accommodation choices near where I wanted to be with a minimum of fuss. They also matched other travel agent prices. I strongly recommend them for your next trip.

If you do not have an appointment please don’t waste you time coming, even if they are free you can not get attention. You can book online the appointment but I haven’t found where in the website. If you call they didn’t pick up the call and after wait they hang up, you cannot leave a message to return a call .

Would not recommend doing business wjth this particular franchise. Been doing business here for a number of years and was utterly disappointed being told mislead information that the captains package was a compulsory fee when it isnt. Seems to me as though they'll do anything to rip you off for more money.

Worst company that I have ever dealt with waiting for 4 months for our Refund. The airlines have stipulated that flight cente have our refund but have not processed it yet. Do yourself a favour do not go through this third party just go direct throught the Airline company ..

Christopher has booked many flights for us and a friend in America always uses his services to book her flights out to Sydney. They have gone up and above to assist with bookings and co-ordinating special assistance with the airlines. Can highly recommend them.

This branch has got the be the most disorganised with the rudest staff to be associated with Flight Center. I showed up at 4:20pm to be told they had closed off the office and wouldn’t see me, or take an appointment for the next day, and

Great job and professional service from the Epping team. Our initial meeting was a walk in and we couldn’t be more pleased with the assistance provided to booking our holidays. Looking forward to the next opportunity. John.

Very disappointing I rang to book a ticket to Sydney they told me can't book thru phone must come in store wen I got there store was closed to public but were helping other customers inside so I sS Very disappointed

We went to Epping Flight Centre to book 5 tickets on Sunday 5th May. At 1pm the service was disappointing the lady was very unhelpful. We are booking our 5 international flights else where.....thanks

No stars. Still waiting for two months for a response regarding promised frequent flyer points. Such a turnover of staff- I don't know who to consult or where their new offices are.....

Savannah caruana was absolutely amazing, we threw so much at her in such a short time and she happily did everything with no stress and made sure everything was perfect

The manager could have easily sat and down and spoke for 5 minutes but were told to leave as no appointment. I called another and they said no appointment needed.

I went into Epping to enquire about flights I was served by the rudest and most condescending young man, will not be booking through Epping flight centre

A very good place to go to book your Holiday and get information on your destination of your travel. They are very helpful at the same time.

Very helpful, professional and pleasant staff. Very patience at stressfull times and great customer service. Will def go next time

Really poor service went there for a quote and they never contacted me back, kept on making excuses. Try another Flight Centre

Very good service and was very helpful with my inquiry will recommend the branch in Epping to anyone interested.

Incompetent customer service who didn’t care to even look up and acknowledge a customer.

The online flight price is different to the actual store prices which is very misleading

Craig was very helpful and was able to get me the best deal for what I wanted

Excellent. Kim was friendly, very helpful and had my tickets sorted quickly.

Great knowledgeable staff friendly Recommended book appointment so busy

They are very helpful and i would recommend tmem every day of the week

Best services my COMPLIMENTS to Monica Albress very good assistant...

Dose not care about its customers very, unsatisfied

Very knowledgeable. friendly. helpful staff.

Long waiting in epping flight centre

Just hang up after waiting so long

Very bad customer service‘s