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A message to our customers

We have now surpassed over $1 billion in refunds secured for our customers and we want to say thank you to our travel agents and to you for your support during the most challenging period in the history of our company, and the travel industry. 
 
As domestic borders begin to reopen and more customers are booking holidays each day, it’s encouraging to see signs of business returning to what is a new normal. We look forward to helping you discover more of Australia and to take that long awaited and well deserved break soon.

 

We're with you all the way

We've been helping Aussies travel for over 40 years, and will continue to do so into the future

Very grateful to Lauren Phillips at Flight Centre Wendouree who worked hard to help us organise our holiday only to put in months of work to cancel everything and get our refunds back for us. Thank you.

- Tina Verhey

Thanks Flight Centre, got my refund this week very close to 100% of my $$ back, while it took some time I'm grateful that it was very easy to arrange from my end and low stress

- Sharon Kennard

Well done..Andrea at the Flight Centre Sheparton office has been amazing to deal with. !

- Bronwen Timothee

Amazing ...All agents have done an incredible job during these unforeseen circumstances ...Special shout out to Nathan from FC Eastland

- Rachel Menzel

Hang in their [sic] Flight Centre staff, you are doing your best, so Thankyou and to Nikita at Beeneigh Flight Centre I appreciate all your help, we all are looking forward to travelling again, once we get our refunds and the world gets back to normal.

- Wendy Booker

Thanks Flight Centre for getting me home safely and quickly from Nepal in March and then for dealing with airline and accomodation to get my refunds. I am very grateful that I didn't have to sort either of those things on my own and will be booking all future trips with you! Looking forward to travel again

- Natalie Soper

$1b +
In refunds processed
In refunds
processed

 

120k +
Customer enquiries serviced
Customer enquiries
serviced
5k +
Cheques received and processed
Cheques received
and processed

Flight Centre Travel Group data sourced from March-September 2020.

Refund processing timeframes

Due to the exceptionally high volume of refund requests, Flight Centre has been working on ways to streamline the process. It has taken some time to navigate the complex process of suppliers changing refund conditions and finding new ways to manage this. We are actioning all requests faster than ever before by redeploying teams from other areas of the business, identifying efficiencies in our technology, and standing up staff to assist.

We know our refunds process has been a bumpy ride and we apologise for the delays. We also want to reassure you that we are have identified and corrected the process, and are working hard to return your funds to you as quickly as possible.