My complaint:
Your complaint Purchased airline tickets through flight centre in Nov 2019, for $7619.40 covid travel restrictions ceased us using tickets in July 2020, a refund was offered at a cost of a cancellation fee at our expense when all flights had been cancelled by the supplier not us, a flight credit was offered so we took that option unaware of how long restrictions were going to go, credit had a expiry to Dec 2021, still in lockdown at this time, a further expiry extended to March 2022, still in place government restrictions to leave Australia to use credits with American Airlines. we were not given a choice of a extended credit or refund from March 2022, we consistently communicated numerous times with flight centre with no successful outcome of extension or a refund, then from this point there was no more communication from flight centre to us until march 2023 with an email, group travel bookings extended to Dec 2023 thinking this applied to us, waited until we were ready to use these credits before Dec 2023. Called flight centre 25/7/2023 to redeem credits, to be told credits expired in march 2022 and nothing can be done, that email didn’t apply to us, our credits are expired and we cannot get a refund, they said they’d appeal with American Airlines yet have no success recovering a refund or a extension with flight credits for many other customers in the same situation as us, they have not offered a solution of a flight credit or refund, we paid flight centre and entrusted them with our money to acted on our behalf like all travel agents do and have not been compensated for our financial loss, no service has been provided to us for what we paid for. We never cancelled the service, or the credits offered, the credits should never of had an expiry due to the circumstances at hand of government restrictions stopping us from travelling from Australia at the time.
Suggested solution:
Either no expiry for credit on all tickets as previously opted for or at least credit until dec 2023
Or full refund
