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Business Profile

Travel Agency

Flight Centre Travel Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

This profile includes complaints for Flight Centre Travel Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Flight Centre Travel Group has 87 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a trip through Liberty Travel. They were supposed to bill my credit card for my trip and then my friend separately. They billed my credit 2 times in the amount of $****** for myself and my friend. When I realized I was billed twice I contacted the agent ***** and informed her who realized my friend credit card was never billed. So my friend paid her trip on 4/25/25 and I was still charged for both. I submitted a dispute back in April and continue to get the runaround. My friend has since paid for her trip and I am still unable to receive a refund. I was then told that **** is resolving this matter but I have yet to receive a response. I have sent numerous email and made several calls with no response. This error was on the part of Liberty Travel and I should not have to be penalized for their error. It is now going on 3 months and still no response. I would like a full refund in the amount of ****** which is the extra cost that I incurred incorrectly. Liberty Travel was paid for both trips.

      Business Response

      Date: 06/26/2025

      Thank you for allowing us to look into this further. Upon review, we can confirm that the refund has been applied to the customer's account. We understand that this process took longer than normal to resolve, and we sincerely apologize for the delay and any frustration this caused. The extended timeline was unfortunately due to the credit card chargeback that was initiated, which prolonged the reconciliation process. We appreciate the customers patience while we worked to resolve this issue. 

    • Initial Complaint

      Date:12/19/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife and I booked round-trip flight tickets from Shanghai to Tokyo for honeymoon vacation for Dec.21-25, 2024 back in Nov. 23, 2024. The ticket prices for the *** ***** flights back then was $721 for two of us from the student universe website and other booking websites. The student universe sent confirmation emails for the booking, which we thought has been successfully booked, as shown as paid. Days passed and as we were waiting to select seats over the time, the seat selection has been unavailable and it is approaching the travel date. Out of curiosity, we checked with *** ***** and they informed us that the reservation is created but never paid. After realizing that, we checked the charged card for transaction record and found that the "paid" amount from the card was not listed, meaning that the confirmation was false and misleading information. After talking with the student universe customer service for confirmation, they stated that they don't have the time/man power to send out email informing people the transaction has failed, and should check ourselves. The contingency solution being us overpaying for the flight tickets for same flights at a significantly higher price, over 9900 yuan, or 1356 dollars. We are asking student universe to cover at least the price differences, which is 635 dollars. Such misleading information has caused unnecessary booking hustle and financial loss, and we hope that the business can be accounted for such behavior.

      Business Response

      Date: 12/30/2024

      Thank you for reaching out.  Our team has contacted the consumer and advised that we are refunding the $635 as requested. The funds should be received within the week, pending the holiday delay.

    • Initial Complaint

      Date:07/23/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A group of us were to attend a destination wedding in ****** ******* on July 3-7, 2024. Due to hurricane ***** that hit the island, all flights were cancelled.TOTALLY out of our control.The Rui Tropical Bay offered us a full refund.But, this travel agency is trying to charge us a penalty of 15%.With the airlines giving us a full refund. I believe its only fair that we receive a full refund from Go Go Vacations.

      Business Response

      Date: 07/25/2024

      GOGO Vacations is a wholesaler who provides products and services solely to travel agents to sell to their customers. ********************** only works with travel agents and our agreement is with the agent and their agency.  GOGO Vacations is not responsible for the terms agreed to between the travel agent and their customer.  If the ********************** agent and/or agency is charging a cancellation penalty, this is outside of GOGO Vacations terms and the traveler should refer to their agreement with said agency and seek any necessary exceptions and reimbursement of their cancellation fee through their travel agent.

    • Initial Complaint

      Date:04/30/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Paid in full by 2/14/2024 Reservation #****** Stay at Dreams Onyx: 5/16/2024-5/19/2024 Reached out to modify reservation based on chronic illness and unable to travel. Submitted this request within the before 21 days before travel have gotten the run around was told I would have to confirm another room was booked in order to recieve refund or cancelled. Opted for cancellation as Liberty stated ***** was unable to modify this reservation without another being booked then they would refund this which made no sense as the current reservation did not allow for children and also was higher. The individual who I was transfering the room to went ahead and booked their own. When I opted for cancellation and to provide the hotel directly with documentation including PII they refused to connect me with Hyatt. Keep in mind this resort has a 48 hr cancellation policy. This has now been over 10 days of back and forth. The delay of getting back to me and the runaround is leaving me with no options outside of contacting BBB for resolution and if not achieved I will proceed with legal matters as Ive never worked with an agency that isnt transparent in their communications with the Hotel and holding funds ****** until post the trip to pocket the money.

      Business Response

      Date: 05/22/2024

      We never received the email notifications regarding this complaint. Can you please reopen so we can investigate this and help the customer please?

    Flight Centre Travel Group is NOT a BBB Accredited Business.

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