Flight Centre Epping Plaza

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.

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.

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 they can’t entertain new clients at this time, even though they list 5: 30pm as their closing time. It seems they can close the office any time they like. The person I was speaking to was rude & argumentative with another customer (waiting at the closed gate with me) telling her that she’d asked the customer to wait for half an hour in store to see their staff, but because the customer had walked around the mall and come back half hour later that she wouldn’t serve her either. The customer said she wasn’t advised to wait in store and was quite shocked at the way this lady handled both our queries, it was absolutely appalling & surprising from anyone from a Flight Center branch - considering we’d both driven through rain & thunder specifically to see staff in person, when we could have easily gone online through other websites, almost as if they don’t care about new business as they seem to have enough. I’m sad to say today’s experience both to myself and to another customer was bad enough to put us off Flight Center completely. We asked to see a manager and the lady said no the manager is leaving for the day, and there’s no one else to speak to and walked off! Absolutely appalling “customer service” at a time when people want to travel and use Flight Center. I sincerely hope flight Center reviews the staff and how they deal with customers here, certainly for older people who rely on traditional face to face, and are subject to personnel like this. I can understand many businesses are struggling with limited staff, but they’re certainly not treating customers like this shutting gates in their face, and unable to articulate or provide any alternative options to customers standing in front of them. I will note that Westfield Plenty Valley Flight Center customer experience is night and day compared to Epping Plaza branch, where the store took time over the phone to explain options plus make an in store appointment booking the same week. Certainly goes to show how different the branches are in professionalism.

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.

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

Even though the store was super busy Shanhi gave me all of the time in the world. Excellent customer service will definitely recommend her to my friends and family!

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. "

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!

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

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.

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.

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

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!

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.

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!

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.

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.

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.

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.