Flight Centre Travel
Alaska Cruise

The following is a copy of an email sent to Flight Centre Marketing. We never received the courtesy of an answer.

We recently returned from a cruise to Alaska that was booked through

your Penticton BC office. When I originally made contact it was with

the manager. I quickly found that she was not the one to be dealing

with. I made many trips in from out of town only to find that she was

away from the office. Because we spend the winters in the US, it was

necessary to contact her by email none of which were ever answered.

When we returned in the spring it finally got to the point where I had

to request that someone else look after me. His answer was that he

didn't know where to find the file. Because I had seen where your

manager had put the file once I told him and he did find it. Many of

the people in the group were very unhappy with the service. When I had

the gentleman check to make sure everyone was assigned a room on the

ship it was found that one couple did not have a room assigned and

they had paid for their room in full. Upon contacting the Cruise Line

they said there were no rooms available so that had to be sorted out.

It was the 10th anniversary of our Choir and there were 32 people that

took the cruise. We were told that there would be a room with a piano

that we could use which turned out not to be true. The crew was kind

enough to find us a spot in a club during the off hours so we could

get together. Upon our return it was found that we had been given the

wrong disembarking time by your office and I had to scramble to change

the pick up time by the bus line that was chartered. I am enclosing

some comments that I have received regarding dealings with your

office.

Re Flight Center: I travel extensively and I would never use Flight

Center again nor would I recommend it to anyone. Communication was so

poor it created high stress levels. In the end we didn't have baggage

tags when we went to board the ship and believed until the last minute

we were going to have to lug our luggage long distances. When I drove

to Penticton and went into Flight Center to sort out my ticket, no one

seemed to know anything and I was told to come back again.

Fortunately, Isabel eventually got the tickets for me.

Feel free to edit, Isabel. The main point is I'd never use them again.

Thanks for all the hard work you did to make the cruise possible. It

would have been a lot easier on you with a good travel agent.

Cheers, Marion

Linda Bartram

Isabel, you can include my name regarding lack of follow through on

agreed upon actions such as putting through the VISA payment or

getting back to me with requested information. There was no apology

for this delayed action/response when I finally got a hold of her. I

will not deal with Flight Centre again.

Melba

I really didn't have a lot of contact with the Flight Center - my main

complaint would be that Hayley didn't follow through on statements.

"I will drop it in the post" meant that I would need to pick it up! I

think that you took the brunt of the problems so thank you for that!

Jim & Marilyn Cade

Dear Isobel, due to your hard work I have no complaints about our

Alaska trip, when you told how hard it was to deal with Hailey at

Flight center, the mix up with the rooms, the mistake about our

arrival times in Vancouver, I was amazed at how incompetent Hailey

was. I really enjoyed our trip and really appreciate the work you did

to make it so much fun. Marilyn Cade

To sum up, it was not a pleasant experience dealing with your

Penticton Mgr. When organizing a tour group I am sure you will agree

that it is imperative to be able to trust your agent to look after

things to the best of their ability. This was not the case and the

stress of not knowing if things were going to go without a hitch was

constantly there. I would hope that you will take steps to try to

improve the situation in Penticton.

Thank you.

Company: Flight Centre Travel
Country: Canada
Province: British Columbia
City: Penticton

  <     >