Customer feedback sparks joy for Flight Centre Travel Experts

In more feel-good news from the African continent, the Flight Centre team of Travel Experts took some time to remind themselves why they do what they do – going the extra mile to advise, assist and ensure that every one of their customers gets to enjoy the holiday of their dreams.

The Flight Centre South Africa team is very proud of their “excellent” 4.8 out of 5 star review, based on 2,155 reviews, on Trustpilot, a site that allows users to leave reviews and to assist customer feedback and support.

Along with their Travel Experts and the travel industry as a whole, Flight Centre’s Customer Experience Team had to adapt to dramatically increased levels of emotion, anxiety and confusion – for customers and team members alike – during months of lockdown and travel confusion.

“We were truly delighted (and a little surprised, to be honest) to receive the news that we, jointly with Access Afya, won the award for the “most customer-centric organisation” in this year’s Customer360 Africa Event,” says Kim Taylor, Customer Experience Director at the Flight Centre Travel Group.

Here are just a few of their most recent reviews:

Here are three top customer service tips from the team at Flight Centre SA:

• Choose short, direct and frequent communication (such as website updates or social media posts) to keep customers updated.
• Put a FAQs page on your website.
• Keep things positive. Be honest, but if there is a silver lining on the cloud highlight it! People would rather deal with a professional, optimistic and positive team.

Homegrown Holidays

Back in August, the Flight Centre Travel Group South Africa also launched an exciting new domestic holiday collection, Homegrown Holidays, designed for South Africans to explore our country.

The Homegrown Holidays product range hopes to inspire South Africans to get outside and explore our beautiful country, says Sue Garrett, Flight Centre Travel Group’s General Manager for Product and Marketing. “We are proud to launch our Homegrown Holidays collection, which is uniquely designed to meet the current needs of South Africans wishing to travel domestically. 

“It’s the year of the self-drive road trip and truly experiential travel,” says Garrett. “Homegrown Holidays is designed to meet this desire, giving travellers the product to quickly and safely enjoy holidays that hark back to their childhood or younger days. Think local and regional microcations (holidays shorter than five nights), off the beaten path experiences, hiking weekends, glamping and camping – and even the nostalgia of train travel. 

“Millions of international travellers visit South Africa each year and fall in love with our country. Now is our chance to be re-inspired. Travel is no longer about the destination alone. Experiential travel that allows us to connect meaningfully with our country, ourselves and others is the driving force behind our current travel wishlists. 

The Homegrown Holidays collection reimagines our fondest holiday memories, rediscovering the simple joy of taking to the open road. We don’t need to travel overseas to have unique experiences.”

Homegrown Holidays comprises of domestic self-drive travel packages, often including self-catering accommodation, national park stays and lodges, as well as a mix of hotels and smaller accommodation establishments.  For more information, click here.