Flight Centre

Fantastic experience: My husband and I just got back from our dream honeymoon in Europe! We went to multiple places in England, France, Germany, Czech, Malta, Italy, Croatia and Greece. We caught planes, trains, cars, boats and more. Our trip wouldn't have been possible without the fantastic work of our travel agent Chantelle Crawford. She was absolutely fantastic! Chantelle is super organised, helpful and also well travelled herself so she had great suggestions of where to go and what to do. She helped us heaps with the logistics and really took all of the stress of organising such a detailed trip off of our shoulders. I would 100% recommend her to everyone. I can't thank her enough.

Fantastic experience: Chantelle was wonderful!

Fantastic experience: I book a lot of trips for business and I can’t go past Chantelle at Erinas Branch. She organises everything for me, is always super responsive with emails and is always quick to get everything organised just the way I need it with a high level of service and a smile. Highly recommend for business and personal trips.

Fantastic experience: Booked my holiday through Flight Centre Erina, my travel agent Chantelle went above and beyond for me and was able to book me all the places I wanted to go and all the activities I want to do within my budget. Bring on Euro Summer 2025. Gonna be the best one yet.

Fantastic experience: Amazing

Fantastic experience: Great experience. Professional travel consultants. Personally deal with Cameron Bond and Imogen Bernleitner. Highly recommend.

Negative experience: Customer service is little to be questioned to non. They don’t want to service customer then why do they have a shop for walk in ? Make you wait outside the shopping center for 20min to be told you need an appointment to speak to staff What store and what is this world coming to

Fantastic experience: My Husband and I have been working with our travel consultant Hayley Smith at the Erina Fair Flight Centre, for a few years now. Hayley always greets us with her beautiful happy smiles, which sets us up for a delightful meeting. Hayley has a wealth of knowledge when it comes to world travels, and is the upmost professional, always going the extra mile for us. Hayley is meticulous with all her /our planning, which puts our minds at ease, and has made all our trips a breeze. We will continue to return to Flight Centre and connect up with Hayley. We highly recommend Hayley Smith and her wonderful, kind, customer service. Thank you so much for all you do Hayley Lee & Mark Shelly Beach

Fantastic experience: I was connected with Kyla Bradley from Erina Flight Centre and she is amazing! Extremely responsive, pleasant to work with and really went the extra mile to assist me. I would highly recommend working with Kyla if you are considering a vacation. Thanks again!

Negative experience: I would never use Flight Centre Erina I booked a trip last December for this coming October to Bali Unfortunately in August we found out my mother diagnosed with cancer I got in contact with Flight Centre straight away I put in a letter on compassionate grounds I have this found out my flights were cancelled last week by somebody at Flight Centre nobody will contact me back return phone calls all emails

Negative experience: Every single time I’ve gone into here I have had the worst service. Everyone is always so rude. Recommend hello world way more of this joint, they are so lovely in there

Fantastic experience: Excellent and knowledgeable service. All queries were quickly answered.

Fantastic experience: My wife and I recently booked an extended trip through Europe with Flight Centre Erina. Our travel consultant Kim Logan, is awesome, so efficient and has a thorough understanding and knowledge of overseas travel. We picked up our documents today and Kim took her time to thoroughly explain the full details and we are so very grateful for all her efforts, nothing is too much trouble, such an organised and friendly young lady. Kim is an absolute standout and is a credit to Flight Centre to have someone like her on their team. We will definitely book all future trips with Kim as we know just how caring and dedicated she is to her clients. Robin Murphy SARATOGA.

Negative experience: I had a frustrating experience with Flight Centre. I booked an appointment five days in advance to discuss my holiday plans, but no one contacted me to inform me that the consultant would be unavailable. This lack of communication wasted my time and money, as I had taken time off work for this appointment. Flight Centre had ample opportunity to notify me and reschedule, but they failed to do so. I expected better service from such a well-known travel agency.

Fantastic experience: Four elderly people wanting a cruise, what could go wrong? The Princess app for a start. No problems, just visit Lisa at Flight Centre and she will fix anything. You are a little gem Lisa. Thank you for your patience and help.

Negative experience: We haven't even gone on our trip yet and I'm already super unhappy with our experience. We booked with Cameron and I feel as thought I'm just being ignored. He booked flights for us and told us that once we paid and the flights were ticketed, we would be able to select certain seats. After booking, he said the seats were not available. I'm tall and expressed to him that it was important to be able to get exit row or extra legroom seats. We were even happy to pay for it. Upon checking the fare rules, it states that the fare he booked for us doesn't allow seat selection to the extra leg room seats. Now he just isn't responding, and I've followed up several times. He told me he'd been away and would look into it, but I walk past occassionally and saw him there during the period he said he was away. I'd advise against going to this Flight Centre.

Fantastic experience: Over the past 10 months, my family and I have twice relied on the expertise of FlightCentre's Jacinta to identify options for long haul international flights, provide costings, then finalise bookings. Both times she has shown professionalism, enthusiasm and quick-turnaround times. Thanks, Jacinta, for the splendid service.

Fantastic experience: Once again received fantastic Customer Service from Jacinta . She was more than helpful with a previous booking which we had to have changed due to family reasons and once again very helpful with our booking flights to New Zealand.Will continue to use Jacinta and Flight Centre Erina for future bookings.

Fantastic experience: I went to this store recently purely to make some enquiries. I'm up from Sydney and despite it not making sense for me to book here (just in case I need further help, I'd prefer to deal with my local branch), Jacinta didn't turn me away. Amazing, friendly and knowledgeable service, Jacinta is clearly a fountain of travel knowledge. Best part is she has a welcoming smile.

Fantastic experience: Kyla was most helpful. She was very knowledgeable which made the planning of our holiday an easy process. Couldn't thank Kyla enough.

Negative experience: Double check everything! Cameron difficult to get hold of. Just found out seats not selected and had to pay $600 extra to ensure my children sit with us on international flight. So my prefered airline would now have been cheaper than one he booked for us. Given all the extra flight centre cost add ons not cheaper at all. At least he called when he wasn’t sure if we were the ones that decided to cancel or another client. Will be booking my own trips next time. Waste of time and money booking through here.

Negative experience: WORSE TRAVEL EXPERIENCE OF MY LIFE. Booked “flexible” ticket to UK as mum was dying, advised this was the best thing to do, unsure why as when I had to change the dates I ended up paying over $2000 more. Cameron is very hard to get hold of, does not always return calls when you leave a message. The girl I spoke to on their emergence line lied, (1:30am) i was told I was being sold the last seat on the plane and it was so expense as it was premium economy neither was true. She hung up on me when the ticket came through. Be aware they tell you they will call you back these call backs are NOT recorded…. I have no proof of my conversation. The stress that flight Centre caused at this sad time has been extreme……DO NOT USE FLIGHT CENTRE I didn’t even know if I had a seat on the plane while travelling to the airport as I couldn’t check in (website told me I wasn’t on the flight) Cameron wouldn’t return my calls. (I was down to hours to get to the UK) I also needed MSG free meal this request was not put through for any of my flights. (The list goes on)…. It has now been suggested I reach out to the customer care team /complains….. this has already been done but because they don’t record their out going calls they don’t want to know…… so it’s tough and they DONT CARE

Fantastic experience: Bit of a wait as i had no appointment but got everything booked. Very helpful and patient when searching options

Fantastic experience: Excellent quality service

Negative experience: Older lady with brown hair was negative and very unhelpful. I went to organise a visa run from Thailand to Vietnam. I wanted to tour the Hai Giaing loop in Vietnam then return to Phuket. Her first question was “Have you sorted everything else out?” (Flights and accommodation for my Thailand trip). I said “Yes”. She immediately replied “I don’t know anything about Vietnam, I have never been. Also I’m going to charge you an extra $49 for booking tickets. We don’t organise activities in Vietnam either!” She was so rude and I guess it’s due to commissions she gets from larger sales. Her service and behaviour was inappropriate and disgraceful. I spent over 15k with Flight Centre in 2017 for my Dubai trip and the service was a lot better. Now I know why lol.

Negative experience: Not very impressed, impossible to get hold of and still get paper itineries no digital email.

Fantastic experience: We cannot thank Flight Centre Erina Fair enough for their amazing customer service! In particular Kyla and Hayley who went above and beyond with an online booking issue. Our flights were mistakingly booked in by the Online Team on the wrong date and these ladies endured almost two and half hours constant back and fourths to ensure this error was fixed to make our Port Douglas holiday stress free. Thankyou you guys again for your fantastic customer service and highly recommend this team for your next holiday!

Negative experience: Avoid at all costs. Cameron from Flight Centre Erina wouldn’t even honour the live and advertised price on the Flight Centre website and tried to charge $200 above as a ‘booking fee’ even though the flight on their website was already more expensive than Qantas was advertising as it included the standard $55 Flight Centre booking fee. So Cameron was trying to charge $255 above the advertised rate on the Qantas website for a cheap one way ticket. It’s appalling. When I called him out for it, he said he isn’t obligated to match his own website and he can dictate what he charges in store and I can either pay it or leave. Flight Centre are no longer competitive in their pricing and the agents aren’t interested in customer retention, this is a company that has really fallen from grace since Covid hit. I can’t imagine they’ll survive as a company much longer. There’s another travel agency that isn’t owned by Flight Centre just around the corner and they actually do offer what they advertise online and are still interested in looking after their customers for a reasonable price. I’ve chosen not to use their name in case it goes against Google review policy but it’s easy to find. EDIT: Flight Centre’s response below is patently false and misleading. They do not offer a price match policy anymore and I showed Cameron the live price on the Qantas website which was even cheaper than the price on the Flight Centre website and he said he can’t match it and doesn’t have to. If you cannot offer the same price that you advertise on your own website, when that price is already inflated above the airlines direct price, in what world does that equate to your team being happy to honour the airlines direct website price? I’ve just spent the last 24 hours arguing with Cameron over this very issue and I even offered to pay a $100 booking fee above the airlines direct price and still got told to take my business elsewhere unless I want to pay $200+ in inflated surcharges. I have now booked elsewhere where they’re happy to charge the going rate for travel without price gauging the public after the Covid pandemic removed all price match policies from your business model that legally bound agents to fair business practices.

Fantastic experience: Had the most amazing experience booking flights with Kyla, she is extremely knowledgeable, patient and kind and made the whole process a breeze! Will update after the trip but my mind is at ease knowing I am in safe hands. Kyla 15/10 star rating ⭐️

Positive experience: Would be nice if they answered the phone

Positive experience: Most helpful, thank you...

Negative experience: I really don’t like leaving negative reviews but I’m at an absolute loss for what else to do. For almost two years I have been trying to get a refund from flights I lost during covid & am still yet to get the refund issued. The staff member I have been dealing with at Flight Centre Erina has constantly reassured me that I will get my refund, however they have now stopped replying to my emails and when I try and call the branch it says all travel agents are busy and hangs up on me. I live in another state so how on earth am I meant to be able to communicate when the staff don’t respond to emails? It is getting ridiculous to be having to follow up on the same issue almost two years later. I want my money back!!

Negative experience: Need more staff to deal with busy times

Negative experience: Shocking service, go somewhere else.

Negative experience: Terrible had to make appointment to enquire about a trip to bali got turned away told to make appointment???

Positive experience: Great staff

Negative experience: ABSOLUTELY HORRIBLE SERVICE!!! Will no longer be using Flight center Erina. The distress that has been caused by a single phone call is beyond ridiculous and the information that was given was completely incorrect and inaccurate. Absolutely horrible

Negative experience: Terrible. I wish they would at least pretend to like their job so I wouldn't walk away demoralised by staff who tell you to go to expedia or their obvious competitors for best deals and tell you to basically go away because ' soooo busy right now going to lunch '. The flight centre used to be the ' dream stop for me ' a place where each person greeted me and was so helpful. I have gone to this store 5 times and each time they tell you to go 'online' and compare deals. But hang on I am here now I need something simple why would you turn me away without even getting my phone number or asking me to come back? just close the shop then!!!Surely if this was their practice all these sadly employed staff members would be acting very differently and try absolutely anything to keep me instore because guiding me to other websites with better deals would be beyond crazy ??? So sad to have such a young unproductive team who obviously cannot handle more than 1 customer an hour. Or offer a seat to the elderly woman who stood in front of me for a good 5-10 minutes who was also told to look online, who then contested saying she tried to call several times and no-one answered. She eventually left. So did I and who knows how many others are directed to expedia or 'just look online' not that anyone asked for the best price but we all wanted the good old flight centre customer service where we once felt good to pour our money into. Please review your stores and make amends. Also please don't reply with lame marketing cut and paste 'we are looking to improve and trying our best' because you really need to waste no time and fix the idiots working for you right now. Thank you and good luck.

Negative experience: Waited for 10 minutes standing to be greeted by one of the girls who quickly stood up and made sure we wouldn't put another step in. She told me there were no brochures as they don't print them at the moment and my best bet was online with their website or other travel websites. When I tried to get more info she said she had to go to lunch or she would pass out. I left. . How embarrassing for the flight centre to either have not enough staff or have staff who obviously have no interest or not enough enthusiasm to do their job. Directing me online is ... I don't know so silly. . If this was your very own company you wouldn't behave this way. You could have made money and you turned a customer away. The correct response would have been ' would you mind coming back in 30 minutes ' or ' Can i call you later this afternoon ' . . Blocking me from taking another step in after standing there waiting for so long is not ok. I didn't expect a ' we will be with you in a moment' because it seemed too hard for all of them to even raise their eyes on any given day anyway. . Generation 'Me and my rights and my lunch and my break ' should bring crackers and water to work on busy days - like the good old workers used to do. . The flight centre had wonderful staff - bring them back and get rid of the ones that don't answer the phone and direct you to other businesses because it cannot possibly end well. . Your response on my review is too general and resolves nothing just adds to the incompetence. Terrible and so very sad.

Negative experience: Went in with the family late on Saturday to book flights to go home and see family for the first time since covid started. Got told they couldn't see us as they where closing soon and had been busy. Asked if we could come back the following Saturday and did we need to book, was told didn't need an appointment and we could walk in. The following Saturday we got there at 9.30am to be first in line as we had an appointment to get yo by 11am, which we had explained the previously Saturday. One of the staff come out at 9.55 saying if you don't have an appointment we won't be able to see you until around 11am. Totally contradicting what they told us. Walked away angry as wanting trip for Mother to met your latest granddaughter for the first time. Awful service, will never use Flight Centre again

Positive experience: No answer to my call.

Positive experience: I have booked flights with Flight Centre Erina and they are usually helpful. Recently ( maybe due to pandemic malaise?) I've found that two telephone enquiries were dealt with in a curt manner, a few days ago they just didn't bother to answer. Where has the old sparkle gone,,? the courteous and friendly voice ?...BUT, after a reply from FC, explaining that perhaps I'd like to pop in,I was able to make an appointment.

Negative experience: It is just impossible to reach Erina store . My consultant left and now there is no point of contact for me to chase my refund which I have been following since 2 years. Extremely poor customer service. They will not bother to update you. Do you expect people to travel 2 hours to pop in store to make an appointment? Mail box has been full since ages so no option to leave message for call back...anyways will anyone even bother to call back.

Negative experience: Disgusting customer service received today. I popped in to ask for help as my daughter was unable to get through on the phone to the online support team. I explained my daughter was very upset as she booked a flight to Japan but has since discovered that the borders are still closed to Tourists. I wanted to know why is this not stated on the website and the lady in there was very abrupt and said it was not up to them to be constantly updating restrictions and it is up to the customer to find out for yourself. I asked if she could clarify where she stands with regards to getting a refund or moving the flight and she very rudely replied I can't help you with that, you will need to contact the online support team. She implied the lines are very busy due to such high demand and shortage of staff. She was very snappy, unsympathetic and did not look happy to be working there. I will definitely not be using your store to book a holiday in the future!

Negative experience: Disgraceful service, no communication at all. No one wants to help or answer phones. Would give zero stars im I could

Negative experience: Abysmal service. Communication terrible. They’re all smiles when they take your money but when things go wrong you had better be organised yourself. These guys sent us our return flight tickets after we had completed leg one of our journey, need I say more? We had to contact airlines ourselves about flights as nobody would reply for days. They’ve also had our refund money in their bank account now for over 3 weeks and trying to get it back is like drawing blood from a stone, seemingly impossible. Don’t use this branch if you don’t have to

Negative experience: No service at all. Our original agent was amazing but has now flown the coop after many years of great service. We have a group booking with flight centre. Communication is dreadful, customer service is dreadful and will not answer or return phone calls. Every Communication is different between staff and constantly given the run around. I would suggest people just book direct and save yourself some money and stress. We have been very patience but it's about time Flight Centre stepped up to the plate and did there job.

Fantastic experience: Great service from Lauren as usual. Easy to organise our holiday

Negative experience: The lady Michelle Lumby advised me to get PCR test before I leave Australia. These tests cost $150 per person and this information is wrong. Covid test requirement depends on the country you are planning to travel. I feel very lucky that I double checked with the airlines. I called her back and said she misled me and should not do this to other customers. She said it is not our duty. It is your duty. I wish you would have told this at the beginning before giving the wrong information. The other issue is she sold me the wrong ticket. While we were talking we were talking about the same ticket but after I got the ticket it was totally different. My son distracted me a lot so I could not check the ticket in the center. I got the ticket and returned back home and I called her back and told the issue, she was so rude and told me first accept you heard me while I was checking with you. I said no I did not hear that. Again with a loud tone of voice she said first accept it. I always buy my tickets through flight center but after I met an agent like her, I decided to buy my tickets online from now on.

Negative experience: I am still waiting for a phone call back as I rang on mon 30th September not happy

Fantastic experience: Very good service

Negative experience: Very bad experience with Flight Centre, Both instore, via online communication, and their customer relations team. Through these uncertain travel times we were unable to Fly to NZ for our honeymoon. We had to continually chase up for information and finally WE had to point out that we were able to obtain a Credit for the flights through our own research. Whilst we booked Local, our agent moved to Erina ( an hour away) and we could not deal with our local FC agent, (we tried), but had to continue with the Erina agent. Flight centre processed and sent the Credit which stated it was a supplier credit and would be handle by Air NZ. ( it states - All Credit sits with the Supplier and not Flight Centre Travel Group). Also stating on the credit we could rebook through 'your Travel Agent or your nearest Flight Centre Store.' (Their wording, a little vague as to who the agent is). I should note we contacted Air NZ and they had no record of our credit and still had our flight dates in their system with no credit issued: this added to our concerns. It transpires you can only rebook through Flight Centre even though it is a supplier credit and as much as we tried to ask for clarification on this they could not answer a straight question, either from the agent or their Cust Relation team, who went as far as cutting off and refusing further contact rather answer our questions. Very disappointed that we need continue dealing with this company. They show very poor customer service, poor, slow communication, and are unapologetic about conflicting, misleading information. It really would have only taken acknowledgment of our concerns and clear answers and we would have been happy. Note* I fully expected that we would need to rebook through Flight Centre, all the conflicting information and obtuse answers gave us cause to question several details and they just refused to help with appalling Customer Service technique.

Fantastic experience: Great service! Great girls, Accommodating my indecisiveness ❤️

Fantastic experience: Great service and Price . We bought our tickets with Lauren and she was excellent. Highly recommended.

Fantastic experience: Helpful, knowledgeable, great staff

Negative experience: Give refunds not credit vouchers

Fantastic experience: Best agency for quality service with a smile. Excellent follow up ensuring smooth sailing. Thoroughly recommend!

Positive experience: Good place to get great deals. Friendly and knowledgeable staff.

Positive experience: Brinlie is fantastic

Fantastic experience: If you need any help organising a family holiday I'd highly recommend Chelsea!!

Fantastic experience: Got a great deal on a last minute cruise .....dealt with Lauren.

Fantastic experience: 5 stars to Daniel Perry at the Erina office. Extremely helpful and very patient with a first time traveller! Definitely recommend him.

Fantastic experience: Lauren Humphries is great

Fantastic experience: Great communication and organisation by the lovely staff, ability to exchange money as well.

Fantastic experience: I had some specific requirements when taking my 3 sons to the Great Barrier Reef. With age differences etc I got help from Olivia Pobjie who delivered so well. We had an amazing trip. The hotel and reef tour were incredible. Anyone looking for a genuine and professional travel agent, go to this store and see Olivia.

Positive experience: Helpful & patient staff. However I find there is a discrepancy between their lowest prices & lowest prices to be found in an online search. Confusing!!

Fantastic experience: Hannah Bevitt at your Erina was so helpful and so patient ,we can't speak highly enough.She will be my go to girl for any future holidays,

Fantastic experience: The fabulous Jamie-lee has all of our paper work ready. She is on it. Thank you.

Fantastic experience: Helpful staff

Positive experience: Good service

Negative experience: Advertised bargains have way too many restrictions

Fantastic experience: Useful information

Positive experience: Great specials

Positive experience: Very helpful staff

Fantastic experience: Great for a package holiday. Great friendly staff

Positive experience: Great place for your travel needs

Positive experience: Okay

Fantastic experience: Useful information for booking and travel

Positive experience: its a travel agent, nothing special

Fantastic experience: Great staff, friendly and helpful

Fantastic experience: Friendly excellent service. Extremely helpful service.

Positive experience: 3 #

Positive experience: Good will be back

Fantastic experience: Very helpful

Positive experience: Good quality

Fantastic experience: Great, efficient and knowledgeable consultants.

Positive experience: Very well assisted by Kierra Swain

Fantastic experience: The travel agent was very welcoming and very helpful as we plan our 2019 adventures.

Fantastic experience: Fantastic staff that go above and beyond to make your holiday sensational! Thanks ladies x

Positive experience: It's no better than other travel places around. Always very busy though.

Fantastic experience: EXCEPTIONAL PERFORMANCE from Paige

Fantastic experience: Gud job