Flight Centre Rouse Hill

Positive experience: I booked a cruise with flight centre Rouse Hill I was told since part of my cruise was a stop over in Turkey I needed a visa, so I organised a visa When we got on the ship they told us it wouldn’t be needed, they would supply us with a day pass. You would think this company would be up to date with all requirements needed to enter overseas countries. Will be booking myself next time.

Fantastic experience: I would like to thank Bianca for all her assistance in booking my trip to Canada soon. She was thoroughly helpful in finding dates and times that worked for me, hearing what was important and answering any concerns I had. I truly appreciate the time she spent with me including giving me a great list of recommendations of when I travel. I truly appreciate I was not rushed through my appointment and honestly I cannot thank her for her service. I’m more excited for my trip and I know where and who to go when planning my next trip! Thanks Bianca ❤️

Fantastic experience: Excellent! Supportive very kind Proffessional service.

Positive experience: I had a wonderful trip planned by the lovely Kirsty. Emirates business flights were fantastic as were the planned taxis. A very big shout out to Kirsty at Flight Centre Rouse Hill for her superior planning of all aspects of our trip. Both, my mother and I are super greatful for all her Professional Assistance. I highly recommend Kirsty for all your travel plans. Oh..and she is such a lovely lady too!! Thank you once again. I intend to do all my travel bookings with her in the future. Excellent service.

Fantastic experience: I have loved my experience with Stephanie Maber, she is knowledgable, reliable and easy to communicate with. Stephanie has been proactive and accurate, nothing has been a bother for her and she does things without being asked or prompted, I highly recommend, thanks Stephanie

Positive experience: Bianca.... Great service and follow up for a better flight plan. Many thanks.

Negative experience: Very disappointing customer service experience Booked international tickets for a group of 3 to Rome, the consultant Bianca recommended travel insurance as a group which we purchased without the disclosure of a $500 basic excess After reading the fine print, realised the travel insurance was not suitable. Contacted Bianca by email on the same afternoon to request a cancellation and refund of the travel insurance as a priority, as new travel insurance needed to be purchased. She responded by email on the 2nd day to advise the travel insurance had been canceled and the refund would be processed shortly, unfortunately still no communication from Bianca, despite my visit to the branch to follow up on the progress of the refund. The lack of communication is so frustrating as there is a window of 21 days for cancellation

Negative experience: Not even worth 1 star rating! We have a been trying to book a trip to the USA for over a month and still waiting on Michelle to get back to us with a quote for anything. Have received nothing except excuses, too busy, on a holiday, family death. We still have not received prices for flights, hotels. Absolutely useless and just a liar! Do not both wasting your time! In response, I did visit the store waited over 30mins to talk with Michelle, then talked with her for a hour to tell her all our requests. I had to chase her via email 6 times(since she didn’t answer the phone) only to get 1 email reply of I’m going on holidays please come and see me again to go through your request (again).

Fantastic experience: Great service and very friendly staff

Fantastic experience: I’m happy and very pleased with the staff at flight centre Rouse Hill especially with one who went out of his way to accommodate every thing I needed in my booking for my holiday regards KM

Negative experience: Very bad experience with Isha, one of the staff members. Went in for a quote. Was waiting and one staff member called to her desk who came to the store after us but was given priority (because the staff knew her). Isha called me, asked me to wait for 10 minutes which I didn't mind while she was working on her PC. She then started working on my quote but shockingly asked me to wait because another person she knew had just entered the store. Asked me to wait while she assisted her first. This store staff is discriminating and gives preference to people they know. Very poor customer service

Negative experience: The one star is for the fact that we had an amazing trip (I created the itinerary and just needed someone to book it as my husband and I are both too busy), and for Steph, who saved us from what would have been an otherwise awful experience. My husband and I are generally very patient, but six months ago we decided to give Vincent, who was new, a go. Unfortunately, this turned out to be one of our biggest regrets. After what was probably his easiest $22k booking, we quickly realized how many mistakes he’d made, despite us clearly communicating what we wanted. Dates were wrong, rooms were wrong, and flights didn’t align. We managed to fix these issues, but then, a month before our trip, we still hadn’t heard anything about our final payment being due. After multiple calls and emails, we finally heard back from Vincent, who told us he was off for a month and that our final payment had been overdue for over a week, potentially jeopardizing our booking. We fixed that problem, but it was stressful. While we were on holiday, we asked FC how much it would be to extend our stay by one day, making it clear that we didn’t want any changes—just the flight price. I’d already checked with Emirates myself, but they said I had to go through FC. Vincent checked his system, confirmed no changes had been made, but then called me the next day (while I was overseas) to say he’d accidentally canceled our flight. In the process, he lost the seats we’d paid for, and our baggage was also affected. When I asked him to fix it, he ignored me, even though my husband called and was assured he would. Once again, I had to fix it myself. The number one skill needed in this industry is organization, and unfortunately, Vincent just doesn’t have it. However, Stephanie was fantastic and really came through for us. I’d highly recommend her, as well as Kristy, who was always pleasant whenever we spoke on the phone. We were hesitant on leaving a review but after the cancellation of the flight after telling Vincent numerous times not to make any changes just to price check, I felt the need to as this could of ended horribly for us.

Fantastic experience: Vincent was fantastic helping me booking a complicated trip from different cities and flights in between. Great to with and understood what I was looking for.

Fantastic experience: Just popped in for a quote and was looked after by the lovely Stephanie. After giving us an hour of her time I was sold and will be locking in our trip to Europe in October. Great job Stephanie

Fantastic experience: I just booked a trip with the help of Isha and couldn’t be happier with the service I received. Isha spent hours answering my questions and figuring out how I can get the most value out of my trip. Definitely recommend seeing Isha when booking your next holiday.

Fantastic experience: Thank you Kirsty! I appreciated how thoroughly you planned our trip. Everything from our flights, arranging transfers, tour booking and to dealing with last-minute changes, everything was seamless. It made the entire experience stress-free.

Fantastic experience: Had the best experience with Kirsty! She was so excited about planning our Trip. She was knowledgeable, friendly, and very helpful.

Negative experience: Very slow No staff to support No real service advice

Fantastic experience: Good branch rouse hill and thanks for kristy really i appreciate!

Fantastic experience: Kirsty was awesome, she helped us out so much with our NZ trip, can’t wait to go in 4 days

Fantastic experience: Kirsty was brilliant. She dealt with all my back and forth so professionally and kindly. She offered multiple options and was alway quick to reply to my emails. So excited for my up coming trip especially with all the hassle being organised by Kirsty.

Fantastic experience: As I always do I leave things to the last minute, but thanks to Kirsty I was left feeling super excited about my trip. She was very patient and welcoming and relieved so much anxiety I had about flying out the next day and not having booked everything. I couldn’t thank her enough for helping me step by step and finalising it all. Best costumer service I’ve had in a very long time ⭐️⭐️⭐️⭐️⭐️

Fantastic experience: Always excellent service. They always go far and beyond to help. My flights were cancelled and Stephanie helped me get it all sorted. Thank you so much for your help and Professionalism.

Fantastic experience: Thoroughly enjoyed our travel advice consultation with Dee-Jay.

Negative experience: It was my big mistake to visit this branch again, there was no improvement and totally wasted of my time.

Negative experience: We were forced to go to the store in order to use a gift card since we couldn't use it online (strike 1). There was a massive $350+ discrepancy between the quoted price in store compared to online that our consultant was unable to match or explain why after showing him on my phone and making sure we selected the exact same flight/hotel (strike 2). We explicitly asked for a crib for our hotel booking and Daniel promised he would make sure he would contact the hotel after the booking was made, but all he did was leave a note in their system which never got passed on to the hotel. We had to scramble to find a portacot ourselves for our baby because the hotel never got the note (strike 3). If we ever get a gift card for flight Centre again, we'll ask for something else. It's not worth the "service".

Fantastic experience: The young man how fixed my sink was very well spoken I wouldn't hesitate to have come back if ever needed Carolann Dartnell and Colin Dartnell

Negative experience: terrible service. Our agent completely ghosted us after the first payment and we ended up going to another store. And we couldn't get in contact with her again. Absolutely ridiculous.

Negative experience: Tried calling on 4 occasions, put on hold for a lengthy time. No return calls. Find this disrespectful towards a community

Fantastic experience: very helpful, very knowledgeable and would recommend to my family and friends

Negative experience: Horrible customer service. They made mistakes then made us jump through hoops and nothing has been rectified

Negative experience: I actually don’t know whether to laugh or cry at their service, I have a credit on flights and am wanting quotes to compare to book and use (I have a time limit to do this in) do you think I have one quote yet ? No, multiple emails no reply have been into the store made a booking, promised calls back and still nothing. I really don’t know what else to do at this stage ! Call the news ? Like I don’t know what to do isn’t this their job to provide quotes for travel ? Please never ever use them honestly just walk past

Negative experience: terrible service and absolutely no help to my family for our holiday. money is being lost and we ring them and they hang up on us. One worker was absolutely terrible with everything so we got another employer to help us. not that much better. terrible at communicating and doing what’s best for us. my family will DEFINITELY NOT be using this company again, do better flight centre!!

Negative experience: Pathetic customer service! You keep standing at the door for ages and none of the team members have the courtesy to even acknowledge you. I go to the George St branch in Sydney city and the customer service is awesome. How can two branches of the same company offer such different experiences?

Fantastic experience: My fiance and I met with Kasia to arrange our honeymoon. She was so helpful from finding the best deal to explaining all the little details and questions we had about traveling together for the first time. We greatly appreciated how friendly and approachable she was.

Fantastic experience: Great customer service and prices friendly staff who helped me find the perfect holiday package within my budget would definitely recommend for anyone who is looking at getting away for great prices

Negative experience: Closed at 5pm although web site says 5.30 !!!!!!

Fantastic experience: Jodie from Flight Centre Rouse Hill has been superb throughout our dealings. Nothing was too much trouble and any difficulties were resolved efficiently. Highly recommended.

Fantastic experience: Jaysee is top shelf.she knows her stuff

Fantastic experience: Friendly, helpful, and knowledgeable. Found us exactly what we were looking for, within our budget. Erin was very helpful.

Fantastic experience: I've been to FC Rouse Hill quite a few times to sort different things. The staff are always flat out & Kasia has the best customer service always doing her best to accommodate even to difficult customers I've had to witness come in while waiting. Shes always so professional and so so lovely. We love dealing with her!

Fantastic experience: My wife and I just had the priviledgd to be served by Jaysee our Travel Agent and book our next overseas holiday entirely. She was always extremely knowledgable about countless destinations around the world which she has travelled to; this has made our itinerary planning for an overseas trip as seamless and enjoyable as possible. My wife and I will be sure to come again to our local travel agent Jaysee, please be advised patience and appointment bookings are essential to recieve the best experience, especially when making big decisions you would like to take your time and make the best informed decision which Jaysee attended to amazingly. With great confidence I am sure she has a long and bright future with Flight Centre, and cannot recommed her services enough to any future guests of hers, and as an outstanding employee.

Negative experience: Overrated! Very pathetic service, we did 2 meetings with them and we are waiting on the itinerary since Nov 2022. We also visited them in Jan 23 as a courtesy reminder to send the details on which they said they will get back in 3 to 4 days. No calls or emails since then. Not sure if they choose whom to respond whom not to? Really bad service and seems like our plan won't go ahead coz of this 3 months delay.

Negative experience: Very busy all the time,staff are very rude(most of them) .They donot have basic courtesy of saying hello to any one,you just sit when they are dealing with customers and whem your turn comes after waiting for more than one hour they inform you that its appointment only.what a waste of time.

Fantastic experience: Erin was very helpful and made our trip happen Thanks a lot

Fantastic experience: Get it all done here. Erin is great. Got all the answers.

Fantastic experience: Helpful staff

Negative experience: It has been too stressful for me to deal with Flight Centre for any holiday bookings. Every time I've used them I've been disappointed. But I decided to give the Rouse Hill store a chance. I have to say the customer service was awful. They don't even answer their phone. They were trying to rush me out, they clearly didn't want the sale and kept complaining how busy they were. Not to mention it took forever for them to even find me a suitable flight. I went home and found an even better flight myself in less than two minutes at a way better price. So what's the point going through an agent when they just give you more stress? They're supposed to make the process easier, not harder. Just book your own holiday. These travel companies are redundant now.

Negative experience: Very poor service and disorganised communication. I booked a ticket and then 2 days before flight I called them to book assistance and they told me the flight is cancelled and they did not get any email and got to know only when I asked them to call flight to book assistance. Moreover when asked for lounge booking they booked the wrong date…… sorry to say but very poor customer service and Careless attitude

Negative experience: Forget about calling in. You have to wait forever on the phone and then you get a message that "All the staff are busy. You can come into the store to make an appointment" . Going into the store is no help either as there are usually about 4 or 5 people waiting and only about two staff members, You will need to wait a long long time to get a staff member to serve you, if you are lucky. I went in twice and after an hours wait, I gave up. Not worth it at all

Negative experience: Worst experience with Rouse Hill Flight Center and also the Contact Center esp staff member Kasia never responds to email or massages. Spoke to Manager no assistance as well. Hopeless and worst customer experience ever. Highly recommend do your own bookings that just make money don't provide any service.

Fantastic experience: Every time I go in for an enquire or to book a trip all the staff are so wonderful and friendly. It gets super busy in there but I don’t mind waiting for the best service around !!

Negative experience: The worst branch and the worst travel agent “Catherine Miller” I highly not recommend !!! She doesn't help you at all! DONT GO!!!

Fantastic experience: Jo was awesome, highly recommended to do your ticket bookings.

Fantastic experience: 10/10. Great team who always try to help where they can even if they're not your agent. Couldn't recommend them more

Fantastic experience: The staff here are lifesavers. I started trying to organise my belated honeymoon and became very overwhelmed with all of the options and decisions. I made an appointment and sat down with one of the agents and she helped me plan and book it beginning to end and saved me so much money compared to what I had seen. I was hesitant at first about using an agent due to the bad stories I hear but I am an absolute convert and highly recommend them.

Fantastic experience: Great service and experience. I've been looking forward to travelling again and Catherine made it incredibly easy for me to organise a family cruise. I popped in during my lunch time and within 30 minutes we had it all arranged. Highly recommend this. agency!

Negative experience: Only three staff and their phone hangs up after 5 minutes on hold. Very hard to make an appointment. Then, you have to follow up everything aggressively. They'll basically ghost you. Eventually gave up. Luckily there's another travel agent just down the road, Travel Associates, try that one instead. Our agent (Flight Centre) was Kasia Labruna. "Senior Consultant". Avoid.

Fantastic experience: The staff knew their stuff. Simple and easy to organise flights. Would recommend this store

Fantastic experience: Catherine Miller is awesome at Rouse Hill flight centre

Negative experience: Customer service isn’t great. I had an appointment last week and stood patiently waiting for over 25min, no one acknowledged me, not even a smile and someone walked in ahead of the line, sat down and was served before me with no appointment all because the staff member couldn’t see me over her monitor. (Couldn’t be bothered to look up to the door where there was a line of 4 people) I hadn’t even been served yet and decided to leave, so did two of the others standing in the line. I came in hoping to ignore the reviews I had seen but I guess they were pretty accurate.

Negative experience: Terrible! Would never use them again. Never use their service. Would prefer to have a monkey organise my flights.

Negative experience: Went there around like 5o’clock keeping on mind that they close at 5:30, that’s what it says on google. Once i got there we have to book an appointment, never seen before, doesn’t say anything on google too.Went to another flight center few days back they didn’t ask for any appointment. At least they can talk with us what the issue is. Really disappointed. I

Positive experience: Ok

Negative experience: Currently on hold trying to get through on the phone for the 4th time in two days. It eventually hangs up after suggesting coming in person. The main Flight Centre line is no good either. Clearly, they are either understaffed or uninterested :/

Fantastic experience: Nice lady very helpful will go back & use their service again.

Fantastic experience: Very happy with our experience at Flight Centre Rouse Hill. Catherine has done an excellent job organising our next holiday.

Negative experience: I bought tickets for flight to India on Friday June 24th 2022, 2 returns tickets & 2 one way fares. Now when I went to select seating for these flights, I am expected to pay extra for each International leg. This was not disclosed to me when buying & paying for the tickets. Very suspicious method of selling tickets & not professional at all. Disappointed & very unhappy. Would like to complaint formally. Arvinder

Negative experience: As soon as you give the money, good luck find someone to answer. There are phone numbers that nobody will answer. to be able to talk to someone, you should go to the store to take an appointment, and then come back at your appointment time! I'm already freaking out what will happen if something goes wrong !

Fantastic experience: Ashleigh and Kasha are so helpful! I strongly suggest going to a flight agent and especially these two from this store because they gave the best service and prices. I did my own research before hand of flights and hotels and they were able to find so much better flights like direct flights and cheaper ones! Highly recommend and will be going there for my next trips overseas

Fantastic experience: Erin, not only saved me over $6000, but was so accomodating, professional, friendly and patient. Will definitely see her again for future trips and highly recommend her services. Thank you Erin!

Negative experience: Worst service. They are not listening what I want. Even waited 1hr.

Positive experience: Reserve judgement we made a booking will wait to see how it goes

Negative experience: Worst service, there are three desk service and serving people. I understand the staff is busy, I stood at the door with my daughter for half hour but no one said as a courtesy to even have a seat… such cold behaviour… I was gonna give them 3000$+ business

Positive experience: Travel agent was awesome and so so helpful.

Fantastic experience: Excellent service! The travel agents are responsive, knowledgeable and always make booking my holidays fun and stress free. I have been booking through them for years and they always find me a great deal. I will never book anywhere else. I cannot recommend them highly enough.

Fantastic experience: Kasia was our consultant, she helped us plan a wonderful trip to tassie with day trips thoroughly enjoyed every bit of it. I think we were robbed by Virginia with our flight credits but nothing Kasia could do about that. Highly recommended we will be back very shortly to use the rest of our flight credits.

Fantastic experience: Excellent manger very helpful.

Fantastic experience: We found our consutant very helpful in helping us select and secure our accomodation, flights and car hire to Cairns.

Negative experience: Very rude booked our flights the wrong date then tried to lie and blame us do not go here they rip you of and try to make the most money they can for themselves last time I will be going here

Positive experience: Great

Negative experience: Under-staffed, waited for more than an hour and customer service was not as friendly as it could have been. In the midst of my enquiry I was told “we are closing, I can email you brief details” and ushered out of the store . Pretty hopeless and disappointed, additional 5-10 minutes for addressing the enquiry wouldn't have hurt, especially after sitting there for more than an hour. I won't go there ever again.

Fantastic experience: Top staff very helpful

Negative experience: Useless! Even booking the holiday was hard work. I have had to chase them for everything and I still don't get a reply! The holiday went up in price waiting for them to get things through! If you have to use Flight Centre, i suggest you go to another store. Do not go to Rouse Hill.

Fantastic experience: Friendly staff. Professional approach.

Negative experience: Ignoring staff! Waited for more then an hour ! Walked out! Perhaps they don’t deserve our business.

Negative experience: Still awaiting a call back from last week. obviously they are keen for business. NOT!

Negative experience: I dealt with Melissa M. It was by far the worst experience I've ever had dealing with Flight Centre. All was ok to book and pay money, the second I paid, I had to chase everything. jump forward a few months, I've had to cancel my trip she wasn't interested. I did purchase travel insurance but it was like pulling teeth to either get her to answer (which was always DAYS after) or even help me with the process. I ended up going through a different Flight Centre to get help. I asked for a credit as I was going to re-book, Melissa made the cancellation refund request anyway. Very unprofessional with poor service. Four months after letting her know about the cancellation of my trip, I have FINALLY received by travel insurance refund after her delaying the process. Very disappointed as I've always booked my holidays through Flight Centre. I will be booking again, but not through Rouse Hill and definitely not through Melissa. I am happy to discuss with manager if someone wants to call me.

Negative experience: Very very rude and unhelpful staff, staff got annoyed if you ask them to price match and was quite hostile

Fantastic experience: Great staff. Super helpful

Negative experience: Cz

Positive experience: Friendly staff in a busy environment. Knowledgeable and efficient.

Negative experience: Poor service, got told to leave after waiting for an hour

Negative experience: Flight got cancelled and no notification from flight centre to the emails or contact numbers provided by myself and my partner - not good service.

Fantastic experience: Katrina at Rouse Hill was brilliant in her knowledge, patience and advice when booking our holiday. We have 3 travellers with different arrangements and everything seemed easy for her (when it was completely overwhelming for us). Thank you!

Fantastic experience: Nothing to complain. Helpful and competent advise