Flight Centre Hornsby

Negative experience: In the past I’ve had great experiences here however went in there this morning to try and follow up on a quote we had received from another flight centre branch as it is our local spot and it couldn’t have been more different. Had probably the rudest and worst customer experience of my life. Was “greeted” by a miserable young woman behind a desk, who offered absolutely zero customer service or wisdom and just essentially told us to deal with the person we were dealing with at the other branch. Wish I could call her out but she wasn’t wearing a name tag. We were completely dismissed and the whole vibe of the place was incredibly unfriendly and unhelpful. Would not recommend booking a fun filled holiday at this place.

Fantastic experience: Big thank you to Hornsby Flight Centre and especially to Ryan De Graaf who helped us seamlessly book urgent flights to the USA late on a Sunday afternoon. His service was excellent, friendly and efficient - ensuring we also had flexibility to change flights -which we needed. We will be back - thank you Richard

Negative experience: Sought advice on an itinerary where it was tricky to find a good price. Took two days to get a response and despite asking for advice on some viable alternatives just received a quote for an itinerary which made no sense. It was a roundabout itinerary which was priced around the same as a direct flight. Just showed that the consultant was uninterested in helping me find a solution. They just turned around a simple quote which is something I could have done via the website. The consultant was very polite on the phone so that's a positive.

Fantastic experience: Luc has organised my Italian sojourn and has been amazing! I will be away for almost seven weeks and have some family commitments to accommodate. Luc has handled everything expertly and professionally. He has been very generous with his time and his knowledge is incredible. I cannot recommend him highly enough!! I’ll certainly be back to see Luc to book my next adventure.

Fantastic experience: Luc Davaine showed extreme professionalism, detailed knowledge and great courtesy and patience in organizing complex flight arrangements to and within Europe and North-Africa. Luc's efforts are much appreciated by a very satisfied and happy customer. Strongly recommended!

Fantastic experience: Luc has been fantastic!! My partner and I are booking our first trip overseas together to NZ north island and Luc has been so knowledgeable, kind and generous with his time. He helped us with sight seeing recommendations, accommodation, flights and any questions we have had over two appointments and a phone call. We could not recommend him enough to anyone needing some assistance and we will be seeing him again for further travel:) Sophie and Harry!

Fantastic experience: Ryan was extremely helpful and patient throughout his dealings with us. Thanks Ryan and company.

Fantastic experience: Great experience. Quick, helpful and very enthusiastic.

Negative experience: u call and leave details, they dont respond or are too busy ...call multiple times and now decided to organise myself

Fantastic experience: Thank you so much, Austin for my Flight!!

Fantastic experience: Austin is a legend, saved us so much money and coordinated getting our family a great value holiday cruise

Fantastic experience: Booked a flight with Austin. Great service super good personality and great recommendations.

Fantastic experience: Austin was very helpful with our Japan trip making sure we have insurance and giving us a notes for our travel on were we should go. Overall very helpful

Fantastic experience: I was very specific about my requirements for a family reunion trip to NZ and cannot thank Ray enough for his patience. Please pass on my sentiments to him.

Fantastic experience: Harriet is the person to speak to for booking your future trips! She was so helpful and very patient with all my questions. Anything I enquired she replied almost instantly. I cannot thank her enough for her genuine kindness and the time she took to help me.

Fantastic experience: Austin was so helpful and got my trip sorted for a great price!

Fantastic experience: Agent Luc Davaine has provided excellent service and information for my trip to Japan. And he has a great sense of humour. Arigato Luc.

Fantastic experience: Luc was absolutely amazing, he was enthusiastic, caring and highly knowledgeable and an absolute pleasure to deal with. I felt listened to and knew that I was in capable hands and would absolutely use him again in a heartbeat for all future travel bookings. Keep up the great work Luc!

Fantastic experience: Luc is great, very patient and knowledgeable.

Fantastic experience: Many thanks to Austin from Flight Centre Hornsby for organising a recent family trip to Castaway Island Fiji. The booking process was made very easy with plenty of options on offer. The trip was fantastic and there were no issues with flights, transfers or anything else. Pricing was also very good. Travel insurance was cheap and although we never needed it, I would always recommend it if travelling overseas. The only negative to the trip…..we had to come home eventually. We didn’t want to leave. Looking forward to our next trip somewhere and I will be sure to see Austin at Flight Centre Hornsby once again to organise it for me.

Fantastic experience: I want to thank Alan and Austin from Hornsby Flight Centre who were incredibly helpful and patient when helping my husband and I plan our trip to Thailand. No question was left unanswered and they made us feel incredibly well looked after. I have never used a travel agent before but will be recommending friends and family for future holidays. Thanks guys!

Fantastic experience: Luc is extremely professional and very easy to deal with. He has been patient and supportive at every stage of my complicated trip planning. Luc’s knowledge, advice and input have been invaluable. I would recommend him unreservedly.

Fantastic experience: Luc Davaine from Hornsby Flight Centre did an excellent job in sorting out my rental car queries and I would highly recommend him.

Fantastic experience: I had spent some time researching routes and stop over options for a long trip I have coming up and was overwhelmed with the options and what would be the best option for me, particularly as I can struggle with flying. Austin helped me find a fantastic option that had only one short stopover and at a much better price than what I had anticipated from my research. Wonderful customer service and made the process of booking flights nice and easy!

Fantastic experience: So Over the past two months Austin at Flight Centre Hornsby has been a massive help in terms of helping me organise a Contikit trip to Japan he has gone in specific detail about the tour and helping me organise my third week in regards to hotels I would highly recommend him and appreciate his actions. Thanks Austin!

Fantastic experience: Yesterday Luc booked flights for a trip to Central Asia for me. He was extremely helpful, very knowledgable and obviously experienced. Various options were discussed very patiently and I left absolutely confident I had been presented with the best itinerary. He also ensured another client in the doorway was attended to.. a true professional in his field.

Fantastic experience: Luc Davaine, helped me plan my 3 week long trip the way i wanted to do it, but found me the cheapest way to do it without sacrificing the quality of the trip. Refreshing to talk and work with someone who knows what they're talking about. Kept me informed throughout the whole process. Planned, discussed, booked and paid for in 45 minutes. Highly Recommend Luc if you value efficiency and diligence.

Fantastic experience: Went in to get tickets for USA with partner. Saw Austin could not recommend him enough!!! Organised everything and even when we messed up our dates he was able to change our tickets for us and work everything out. Will definitely be coming back here again.

Fantastic experience: Thanks Austin for helping us out for our trip to the US! You were so friendly and patient with us (even though we accidentally booked the wrong dates..) and helped rectify it all! Thanks for the travel tips aswell!

Fantastic experience: I had the best customer service from Mr Beutler. He was very efficient and put me first when dealing with my holiday. I would highly recommend him to anyone wanting to book a holiday

Fantastic experience: I was very impressed with the service provided by Luc Davaine. I needed to change my flight details "at the last minute", and Luc provided a professional, pleasant, speedy and highly effective service, alleviating a lot of stress for me. I highly recommend Luc. Rog Hilton.

Fantastic experience: Firstly would like to thank Austin, you are AMAZING. You have made me and my family trip so easy and provided so much knowledge from locations to go visit, accommodation to suitable flights for a family of 4x. Have provided new information about the new tourist LEVY and the EVISA and customs we can do before flight to make it an easy transition when at the airport with young kids. I cannot speak highly enough of the professionalism and support you have provided through face to face and email interaction. Cannot wait to book our next family trip

Positive experience: Good service. Easy booking

Fantastic experience: Luc, from flight centre Hornsby helped us organise our first mediterranean cruise, he has been extremely helpful, patient and friendly. Luc was always full of advice and no question was left unanswered. It has been a very easy and smooth process with Luc’s help in organising the whole itinerary of cruise, flights and accommodation. Thanks again Luc Ronnie & Dora

Negative experience: Never go there! lack of diligence and care! We have meticulously organized a trip plan to Europe six months ago. We went to Flight Center at Hornsby Westfield and explained their representative (Austin Beutler) about our plan. We followed the itinerary provided to us by Flight Centre and we made payments in July 2023. Upon arriving at Sydney Airport as planned on 16th of December, we were shocked to discover that our booked flight had been cancelled. This situation was incredibly distressing for us, as you can imagine. Picture being at the airport with all aspects of the trip meticulously planned—accommodations pre-paid, train tickets between cities secured, and even a flight from one European country to another booked and paid for. The abrupt cancellation caused significant stress and frustration. We were fortunate to have the support of Flight Centre's 24/7 help services, and the dedicated lady on the phone did her best to secure an alternative flight, allowing us to reach our destination on time and as planned. However, despite the involvement of the Flight Centre (airport branch), we were surprised to find that the Hornsby branch manager did not reach out to explain the situation. The entire situation is highly distressing and unacceptable. Despite having ample time to rectify the situation, the individual handling our case, Austin, displayed a concerning level of negligence. Despite being informed about our meticulously planned 30-day itinerary across three different countries in Europe, including pre-booked accommodations and train travel between cities, he failed to promptly organize a replacement flight upon receiving the cancellation notice for the flight we had paid for and planned six months in advance. It is disheartening to witness such a lack of diligence and care from a representative of Flight Centre. One can only imagine the potential consequences had the Flight Centre 24/7 services been unable to secure an alternative flight for us.

Fantastic experience: Luc was absolutely fabulous with trying to get us back to WA in the most timely and cost efficient manner. I can’t thank you enough and will continue to use your expertise when thinking of our next holiday, albeit we are on different sides of the country. We had ‘fun’ during this process and will be recommending you to friends and family as a professional and knowledgeable person to deal with within the travel industry. Love your work Luc.

Fantastic experience: Sat down with Austin and he was brilliant. Made everything go so smoothly. Definitely recommend!

Fantastic experience: Austin beutler was such a good help for me and my sister! Amazing service

Fantastic experience: Austin has gone above and beyond to help book flights for both myself and family, some of which took a lot of work given the destinations. Everything has been made so easy planning these holidays and I always feel confident with Austin with his great customer service and knowledge, I highly recommend.

Fantastic experience: Simon was very friendly and helpful and easy to work with - thank you!

Fantastic experience: Luc was back to us straight away with an excellent deal and everything under control. Such a stress free and enjoyable booking.

Negative experience: Austin shown no interest at all in doing business Sent him two emails as he asked and he never replied.

Fantastic experience: Austin was very helpful in organising our holiday, it all went very smoothly! Many thanks.

Fantastic experience: Exceptional service as always from Austin!

Fantastic experience: I recently booked my Europe 2023 trip with Austin at Hornsby Flight Centre & he was amazing to deal with. No question to small or hard to answer & responded very quickly, was quick to help us with booking flights & extra hotel notes, he even noticed we had overbooked an extra night stay at one of our hotels & organised a refund straight away for us 10/10 amazing service

Fantastic experience: I’ve made a few holiday bookings through FC Hornsby and have always found them knowledgeable, helpful and efficient.

Fantastic experience: This place was great. The agent, Austin, was was knowledgeable and friendly. Definitely recommend

Fantastic experience: I went to Flight Centre at Westfield Hornsby to get help with a holiday to Japan. It was my first time going to Japan and my travel agent Austin knew a lot about the country. The hotels that were selected were perfect for me and the locations were near major train station exit spots. My JR Pass was ordered for me by Flight Centre and I had it ready with me before my flight out. I always received fast replies to my email queries and I am very happy with the customer service and experience from the travel agents at Flight Centre Westfield Hornsby.

Fantastic experience: Went there today to book a cruise. Got a great deal! Luc went above and beyond with his customer service; it felt like I was talking to a friend. I liked that he's honest with his real-talk; none of that salesman talk. I was also welcomed by Pil, so it a very friendly atmosphere.

Fantastic experience: Huge shout out to Simon Wakeford from Flight Centre Hornsby for providing such responsive, expert and professional customer service! Nothing was too much trouble for him whilst coordinating the transfer of an FC credit I had from another store and then booking our business class return flights to the UK. He liaised with me on favoured seats and responded promptly at all times. I would highly recommend Simon at Hornsby as an expert go to for your Travel bookings. Thanks Simon - we will be back!!

Positive experience: A place to discover travel options, tickets prices at reasonable rates.

Fantastic experience: Jacinta gave us great service and understood what we were expecting to get out of our plans and helped us achieve that outstandingly.

Fantastic experience: Austin was so great to talk to in general but especially helpful with booking my flight and overcoming personal difficulties, best customer service I’ve experienced in a long time!

Negative experience: I was offered tickets at the price doubled + of possible. Seems, the agent did not want to spend time looking for good deal

Fantastic experience: Jacinta Bartley is a gem. Friendly, professional, calm. With her beautiful smile and patience, she spent a long time today working on details of the trip for me and my husband. Not the first time I received this amazing service from Jacinta, and I will be back again. Thank you, Jacinta and Flight centre Hornsby for still enabling face-to-face service.

Negative experience: Specially thanks to Ray the store manager for his great effort and kind support to solve our issue. Thanks Ray.

Fantastic experience: Shout out to travel agent, Austin, for his patience and expertise. I had been going around in circles trying to find the best deal on flights and he helped me get organised in less than 15 minutes. I feel very reassured to have him in my corner while on my travels. Terrific customer service.

Fantastic experience: Austin was super helpful, patient and offered great practical advice. A pleasure to deal with. Cheers mate!

Fantastic experience: Ashiq was so very helpful and tolerant as we changed our minds a few times. Thoughtful in his suggestions and planning. Made sure I got emails etc. when i hadn't replied in a timely fashion. Not pushy with lots of add ons or such but suggested options to consider.

Fantastic experience: Austin was absolutely awesome! I had a really stressful time with the online team and Austin managed to fix up everything for me in 20 minutes! Much more than the 2 hours I spent on the phone! Thanks Austin!

Fantastic experience: Easy to find, very helpful staff. They provide assistance with finding the very best flights/ holidays for your budget. My trip is all sorted. Thanks again.

Fantastic experience: Jacinta was great helping my wife and I with booking a cruise. We are 1st time cruisers without a clue but Jacinta took us through it all painlessly. She was extremely helpful, patient and very nice and I will be using here again in future. Thank you Jacinta

Fantastic experience: Jade has wonderful patience and persistence. She listened to ... and achieved ... all my travel requirements (dates, flights, transfers, accommodations, classes etc). She will NOT disappoint.

Fantastic experience: Jacinta in Flight Centre's Hornsby office is both knowledgeable and, importantly, patient.

Negative experience: Flight centre Hornsby so unhelpful, went in to book today all excited and ready to plan our trip but wanting some recommendations on good things we might be able to see in the country, also asking for recommendations to determine which airport to fly into, was told your question is to broad, figure out exactly what you want to do come back and we can book it, make staff member who served us was not willing to help or offer a recommendation at all, or discuss popular places to go or see in that country super disappointed.

Fantastic experience: We found Jade very efficiant, Helpful and very nice. Especially for Seniors like us. Ellie&Ian from Westleigh.

Fantastic experience: Thank you Jade!! Sorry for being so anxious on the phone. Thank you for being so patient and calm! You have no idea how much you've helped!!

Fantastic experience: Very helpful. Better prices and itineraries than I could find. Ask for Jacinta. Very professional and helpful.

Fantastic experience: I was very pleased with the customer service I received from Jade. She was so efficient, polite and professional. Was actually best customer service I've received when making travel arrangements. Highly recommended this Flight Centre. Thank you Jade.

Negative experience: I went onto Flight Centre in Hornsby to find out more and book a tour in Turkey and also the flights from Athens to Istanbul. In order to book the flights, I needed more info on the tour and if accommodation at the beginning and end of the tour was included. I had to ask if I could sit down and when I did, the person looked at her watch. Was I stopping you from morning tea? I asked if they had a brochure of the tour and was told that they don’t have the printed brochure yet as it is only digital at the moment. There was no offer of finding out the information I needed just a blank look. Very disappointing as I was ready to book our tour and flights there and then. Obviously wasn’t interested in helping so I’ll go elsewhere.

Fantastic experience: Singapore Airlines kept throwing errors when I tried to make a booking, so I went in and Jade sorted everything out. Not only that, she got the same flights for $700 cheaper! Efficient and friendly. What more could you ask for. Thanks Jade!

Negative experience: My travel agent was very unhelpful and didn't put much thought into booking my flights. She booked a flight with an unreliable german airline which would arrive less than 2 hours before my big international flight in Frankfurt which is not nearly enough time to check in etc. I told my agent that I'm not taking this flight as I would have risked to miss my flight back to Australia and she refused to help me to get a refund. I'm not happy with this service.

Negative experience: Jade gave us great service and information before our trip to Fiji. However, she didn't inform us that non-Fijian passport holders intending to travel to Fiji are required to have their passports valid for 6 months from their intended date of arrival into Fiji. We almost miss the plane. We had to call Fiji immigration in Nadi Airport and beg to get approval to travel. Fortunately we got it. Second mistake, Flight Center Hornsby didn't pay to the Hotel our stay. We spent the last day of our holidays solving this issue. We tried to solve the issue with Flight Center Hornsby but impossible to communicate with them. The hotel wrote several e-mail to Jade to solve the issue but they never got response. We had to contact Flight Center emergency line in Brisbane and after several hours, they solve the issue. We decided to organised our holidays with Flight Centre Hornsby to ensure we had a smooth and stress free trip. Unfortunately we had a stressful start and end of our holidays due to the lack of support from this agency.

Fantastic experience: Great customer service! Niki was excellent from start to finish in helping me book my Europe trip. Well done!

Negative experience: The laziest quote I’ve ever had from a travel agent. Requested options for dates, airlines, times and costs. Was given one option. Told it was the only airline available, that the costs were the same no matter what date, and that they didn’t organise domestic flights at a destination country. A couple of minutes online showed how untrue they’d been about options and costs. The profit padding was also unacceptable.

Fantastic experience: The service was amazing and specially jade she’s perfect and she’s the best in the place I recommend her to everyone

Fantastic experience: Jade was super efficient, and extremely helpful. Thank you for picking up our booking mess from another team and making it seem so effortless to assist! Highly recommend Jade!

Fantastic experience: Thank you Austin for helping take all the stress out of booking our honeymoon trip! What a star - very knowledgeable and kind. Go in and see him big or sml trip - so worth it - saved us heaps of time and money! Looking forward to seeing him in August for final papers!

Negative experience: Don't waste your time. Once they have your money they could not be less helpful. I booked through a travel agent to sort details with airlines etc out but their standard response is either "no can't help you" or "no I have no idea".

Fantastic experience: After a negative experience with Flight Centre customer support, it was refreshing to get rebooking sorted with Jade. She went above and beyond to assist me and resolved my issue quickly. Thank you, Jade for your help!

Negative experience: We had to cancel our holiday to North Queensland in February 2022 due to my daughter being diagnosed with leukemia … We have been trying to get our money back which we were told we would since February . No luck at all !!!! And keep getting mucked around and told because the person who was looking after us left that you need to look into it . Really don’t have the time right now to be playing games . Would appreciate you do the right thing and stop putting us aside …. As you can imagine we don’t have time to play your games when as a family we are dealing with a much more serious matter of health . Unfortunately this was the only way I could get my message across as you have ignored my wife’s attempts at contacting you and getting the issue rectified

Fantastic experience: Excellent help, Jade was always prompt to respond and able to provide invaluable assistance and advice

Fantastic experience: Such great service from Jade. So easy to deal with and very accomodating. Highly recommended!

Negative experience: My mother attended the Hornsby Flight Centre last week to book a flight to the Philippines for her holiday. She dealt with one of the flight centre reps there but something so simple has become a nightmare. Her flight details and travel insurance were full of mistakes. Instead of Australia to Philippines, it had Austria to Philippines. Her home address, her date of birth were all incorrect even after giving her drivers licence with her details. She went back a 3 times to rectify this and after a week her details are still incorrect. Worst service ever.

Fantastic experience: After 13 phone calls to the main call centre to book accommodation on the Gold Coast and no success, being hung up on twice, being told wrong prices or the accommodation on the flight centre website didn’t exist I got frustrated and posted to the Flight Centre Facebook page. I was literally just about to book accommodation through another provider when Jade reached out to me on Facebook providing her direct email address and an offer to help. She was amazing and made was had been an extremely difficult process prior into something easy, quick and straightforward. Her attention to detail and level of customer service was outstanding. She was knowledgeable and apologetic for the string of issues I had prior from the call centre. She turned our whole experience with Flight Centre around. I highly recommend her to anyone she is an asset to the business and I just wish that everyone else in the call centre was and friendly, helpful and knowledgeable as she is.

Negative experience: Came in to book a trip with all research done prior checking through the online portal. I could not book online as it kept giving a message to walk in to store to book it. Hence I walked into the store and and was told by agent that he cannot do the airline as it was a budget airline to which my argument was it shows online on the website as a available option. I then called Cherybrook centre and the agent was able to do it without any stress. Not a great experience with hornsby store.

Fantastic experience: I had a great experience buying tickets, and Jade was so helpfull and made the whole process so easy and hassle free.

Fantastic experience: Jade Hancock, Flight Centre Hornsby, is very helpful, courteous and friendly. Easy to talk to…..service with a smile. Highly recommend her.

Fantastic experience: Jade was very helpful excellent knowledge and made the experience very easy thank you jade For your professional help much appreciated.

Fantastic experience: Jade gave us great service and information about our trip to Hawaii. Its so much easier to talk to someone than wade through all the online sites. We have used Flight Centre Hornsby for a few trips and have always had great service.

Fantastic experience: Thanks Jade, for going above & beyond to make the planning of my trip a breeze. Highly recommended

Fantastic experience: Jade has provided excellent service in getting our airtickets - goes to show travel agents still have a role to play in this new normal. It definitely makes a difference when you meet a person and get the best service !!

Fantastic experience: I just booked a trip to Mexico and Jade couldn't have been more helpful and accomodating. She was very friendly and answered all of my questions. She helped remove a lot of the stress of booking during covid.

Fantastic experience: I am so grateful to Jade Hancock for helping me organise our wedding anniversary trip, she made the process quick & easy & I am so grateful. Highly recommend Jade!

Fantastic experience: Jade at Hornsby has made it really easy and quick to arrange multiple trips. She is quick to respond, polite and courteous and would highly recommend for anyone looking for an agent that goes the extra mile to care!

Fantastic experience: Great customer service by Jade Hancock, after spending hours online tearing my hair out trying to sort flights to the UK next year, she had us all organised within a few hours. Great to deal with.

Fantastic experience: Excellent very helpful

Fantastic experience: Thank you to Kayla De La Paz in booking my partners flight as I have been trying to get him home since June. Her quick responses and advice made it a stress free experience.

Fantastic experience: Great Travel agency with very knowledgeable staff that will make your holiday perfect

Fantastic experience: High quality service and quick to help. Extremely helpful staff and makes booking stress free and easy