Wow. Walked in and for all intensive purposes asked to leave. We’re all busy I get that, but you can still give service - that is your job. “Attended” to by a dark haired lady in a red shirt who could not be more obvious she did not want to help me. Absolutely disgusting. I was told they have no staff (which is not the customers problem) however I was happy to wait..once I said I was happy to wait it seemed to irritate her, she walked over to the other lady, said something and came back to me and said she would be at least 35 to 40 mins. I said I was happy to wait to which she replied “well if someone else comes in there is no guarantee we’ll serve you” why would you serve another person that came in if I was already waiting there. Devastated that I went in so excited to plan my trip with my 4 year old son… to be treated as though I had no money and was wasting time. At no point did this woman smile, she was arrogant, she was entitled, she was bigoted and an overall disgusting human being with no regard for others. She herself had planted her backside behind a computer screen thinking herself to important to assist anyone. I will be submitting a formal complaint to flight centre. Honestly did not believe this type of experience in customer service industry existed. What a crushing experience for me and my child… to actually be asked to leave. To the woman that we spoke to.. please find yourself a job where you are not given access to customers or other people in general. You know what… we all felt sorry for this industry during Covid. The experience I had today… I’m sure eventually they’ll have trouble surviving based on their arrogance and disregard alone… oh well… lucky we can book directly online and do not require travel “agents”

I will say Samara has been exceptional at her job and has been so pleasant to deal with! I would highly recommend to book an appointment with Samara! Unfortunately, it’s her colleagues that have wrecked this experience and I will not be attending this store again! Without a doubt every time I entered that store and Samara (who booked my flights) wasn’t there, I would be rejected and it was an instant “No” at any request. In particular Sonya, who was my first initial contact, didn’t want to provide a detailed quote because she wasn’t sure if I was going to make full payment. Isn’t that your job? Today I entered the store wanting to change flights and again Sonya said “no” I need to wait for Samara to come in tomorrow. Are you telling me that I absolutely cannot change my flights, with all the employees you have in store? That only the one person can! Honestly that is a joke! Simply rude and disgusting! I have read some reviews and one in particular stands out, describing a dark hair employee not wanting to help, and I can immediately tell that this is the same person I keep dealing with! I even recognise her tone when I phone the store! It appears that this is a reoccurring issue, so why are these people employed as a customer consultant? A complaint was made to the manager about Sonya outlining the above issues but it doesn’t seem to have gone anywhere, because I experienced the same problem. Thankfully Samara is finalising my ticket soon ❤️ And I won’t have to see or deal with the above colleague again!

Please, please do not book your flights through this flight centre. Go to another shop in another suburb. Flight centre the company are great and have done there best to help us. But this store is a mess. They do no research on where they are booking you into or provide you with any information of what you need in the country you're going to. Apparently none of this is their responsibility according to the so called "manger" of the store (Armen Kayaian) who can't be bothered doing his job. We went through flight centre because we informed them we were organising a destination wedding and needed the pressure of organising our honeymoon off us bescause we had so much to do with that. First part of our honeymoon was great - Only because it had nothing to do with flight centre themselves. They simply contacted another company " Kano travel " who organised everything and did an amazing job. So if you're heading to Africa contact this company " Kanoo Travel " and organise through them directly. They're awesome !! The only thing castle towers flight centre had to do was organise our Morocco trip. Which was a complete failure. And after contacting then directly, they informed us it's not their problem and we had to do the research ourselves?? What the hell did we come to you for then, you muppets? Anyway, I will be taking further action. Please don't book with this Travel agent. As I said flight centre are not the problem. It's just this particular store who are useless.

It is more than 6 months for refund. They initially told that it will take 12-16 weeks to process the refund and they are still insisting they haven't received fund from Srilankan airlines. However, there is no help from their end even if you have purchases their package. I am paying interest on the credit card for last 6 months for their fault. When I went to store they said they have clients still waiting for refund for more than a year. So see how helpful they are. I don't think they are following up with the airlines in order to get my refund. Beware that they will not help incase you have to cancel your flights due to personal reasons. Worst experience ever. Sonia is not updating anything on my refund. I am still waiting almost 10 months now. Even unable to claim through credit card as I waited 120 days for the refund from flight centre. Their complaint team is not helpful. Anyone have any suggestions to complaint outside flight centre. Edit 9/9/2023 Finally I received the refund miraculously. I almost gave up hope of seeing that money ever again. Atleast happy that I received my hard earned money back after going through so much. I learned my lesson and will not deal with flight centre again. Thanks Flight Centre and Good bye

At about 1:45pm on Tuesday 5 April 2022, my wife and I attended Flight Centre Castle Hill, and was approached by the wonderful blonde female staff member who asked whether we had an appointment this was despite there being no other clients in the store. I asked how I could book an appointment and she was unable to provide me with an answer, despite this she was completely reluctant to simply serve us and was entirely dismissive. Rather, she indicated there was a client booked for an appointment at 2:00pm who was apparently running late. During this time, we waited patiently and another walk in client walked in sometime later and this staff person served her whilst continuing to completely ignore us. Furthermore, she walked out of the shop for a brief moment, before re-emerging, and to our amazement, proceeded to pick up her telephone pretending to be occupied for a good 30 minutes without uttering a single word on the phone. We were blatantly ignored and decided to leave after 40 minutes of being ignored. I don't understand why Flight Centre continue to employ such rude and incompetent staff. Do not waste your time and money.

In March I called up to see if I could make an appointment to book a trip to Uluṟu. The man told me since I was around to pop in immediately. I arrived 5 mins later for him to say he had to go and complete training in 10 mins but someone else would help… he then asked me where Uluṟu was in Australia and needed me to explain why there were 2 different airports. He was completely untrained. I then asked him to look into some pricing for Intrepid. It appeared a lot cheaper than what I had found myself. He told me that was because I was at flight centre. When I looked closer I realised he had the wrong date entirely (day/month/year). Again, not trained to do his job with such simple errors. He then told me he had to go for training so I waited for about half an hour on the bench in the shop for the other lady who was clearly going to be busy with appointments for sometime. I ended up calling a competing company while I sat in their store and booked through them. Won’t return here again.

This was the third major trip we have booked with Flight Centre castle Hill, the first two with consultant Jessica pre-pandemic. When we went to book this trip we were saddened to learn Jessica was no longer in the business, but Brooke Weber was an outstanding consultant who handled every facet of the trip for us. We always felt that Brooke had our best interests at heart and we knew our trip planning was in good hands. In particular, Brooke organised a trip to Europe, incorporating 5 flight legs, (Syd-Singapore, Sing-Helsinki, Helsinki-Warsaw, Helsinki-Hong Kong and Hong Kong-Syd) that not only went perfectly, but turned out to be excellent value for money ($3,500 total air fares per person). I have absolutely no hesitation in recommending Brooke to anyone looking to book a holiday, and will definitely be looking to use her to book our next overseas holiday.

My sister and I went in without an appointment about 45 minutes before closing on a Saturday and were greeted by Emily who happened to be such a kind and insightful consultant. She arranged options for our flights, accomodation, car hire and travel insurance, while providing care in ensuring she was meeting our requests. In such a tight timeframe (about 12 days before departure), Emily was able to book our flights and insurance within a matter of hours, and was extremely prompt in replying to our emails and queries. I could not speak more highly of her. She’s extremely passionate about her job and it shows in her customer service. Would recommend you seek Emily’s assistance for all your travel needs. Thanks a million, Emily!

Doesn't even deserve 1 star. We were dealt with by a younger woman with an unwelcoming, unsmiling attitude. We are unvaccinated. When we told her this she basically gave us the cold shoulder. At first she said we couldn't travel at all which is not true & we had to tell her the latest guidelines . She then told us that each airline takes quotas of the unvaxed, and, as all airlies are different, we would have to check ourselves. There was no effort to be helpful at all & we were so disgusted both at the way we were treated, the misinformation & the lack of help that we walked out.

Really the worst, dont answer calls dont answer email, Asked for my ticket to be emailed to me , then I called them as i had issue with online check in ,there is so little help , might as well do it yourself. the main fact that I was travelling to Phillipines and got the wrong information totally , got sold heath insurance as a pre requirement , I was told to down load the Australian Oversea COVID certificate - none of this was needed everyone at airport had pre lodge one heath pass , you cant travel to Phillipines without this!!! basic travel info ,

Wanted to share my experience with Bailey Withers at the Castle Towers Flight Centre branch. From our initial contact with Bailey he has been very friendly, efficient and knowledgeable. He has travelled to many places including the destinations we are planning to visit on this trip, which is always helpful. He is very flexible and listens to our requests and makes adjustments (we have requested a few) as needed. We have booked our flights and are looking forward to his suggestions for our accommodation in the new year. Thanks Bailey!!

Samara was incredibly helpful and patient during the process of helping me book my flights for a trip itinerary that was quite tricky and had more than a few factors to take into consideration. Samara was able to provide a new solution/flight option every time I needed to make changes until we found the perfect flight combination for the multiple cities/countries I needed to incorporate into my trip, at a great price. Will definitely be going back to her at FC Castle Towers for my next trip.

Avoid them like the plague - am utterly shocked at the errors, have lost $800 in fees due to their behaviour... never once have admitted guilt or offered an apology... have been handled by 4 different people nobody cares to get it right for the customer. Ive never used an agent but this time wanted it to be hassle free - and oh God have they caused me utter stress and $ loss. Book it yourself guys... bestjet..skyscanner...auntbetty... all great prices there...!

I paid for my cruise on carnival splendour in December 2019 the cruise was set to leave on 22 of Feb 2020 I paid flight centre over $10k toady is the 7th of May 2020 I haven’t received a single dollar . I called carnival cruises in February they stated that we have sent a cheque to flight centre and they have cashed it . Still playing games when they took my money it was taken in seconds I paid insurance $600 flight centres own insurance today still nothing .

What a waste of time. Going into a somewhat busy flight centre this afternoon, and leaving with literally no information ( and absolutely no communication from her ) . Im thinking the lady (who's name started with J) is most probably still GOOGLING... Anyways, this left me to visit a travel agency a couple of door down ( NEXT TO PET STORE) and in less than 20 mins, I had all the information I needed and more!

I can highly recommend Brooke Weber from Flight Centre Castle Hill. I had trouble with our holiday after our flights were cancelled. I could not get onto the airline to sort it out and Brooke went the extra mile to help me. She kept in contact throughout the Friday and Saturday and even got back to me out of hours. We never made it on the holiday, but Brooke’s help managed our anxiety and disappointment.

Working with Izzy Minter at Castle Hill Flight Centre on our travel plans have always been very smooth and pleasant. Besides sharing her great personal travel experiences, she always provides valuable information that save us both in time & money. Izzy is a friendly and detail-oriented travel consultant that we would always like to work with for any of our travel plans with Flight Centre. Shawn & Brenda

Brooke was so lovely to deal with! She was calm, patient and super friendly. She went to everyone in the line to assist in what their enquires were before she sat with me, which I thought was a real good touch of going above and beyond during a hectic weekend where there was minimal staff . I will definitely be dealing with Brooke again. She is knowledgeable and organised.

Worst experience ever. The person who attended us was very rude, and it seems that she works by commission, since she refused to give us proper information as we manifested that we couldn't book a flight that day, but we were very interested and decided in booking soon. After waiting an hour, she just rudely dismissed us. I don't recommend this store at all.

I was stuck trying to plan my holiday by myself for weeks maybe months… I sat down with my travel agent Brooke Weber for less than an hour and she planned the most amazing hawaiian holiday for me, exactly within my budget. Her ongoing service and expert recommendations made my entire trip. Will 100% come back to Brooke and flight centre for my next trip.

Wanting to give a huge shoutout to Amelia Maunder. She is such a friendly, efficient and knowledgeable young lady. If she does not have the answer to a question/questions posed she checks on the information and emails back all the details requested. So personable and the kind of customer service representative/travel agent we all need.

Izzy is really the reason why we have pick flight centre, she is alway so responsive what promptly with her reply. She is a solution focus, we have spoken with different agent in the flight centre she is really in the level. We have booked 2 cruise with her and hopefully more in the future. Great asset to the company. Thanks Izzy

Just a short note to thank Brooke Webber who planned my family’s trip to Europe and Japan… Complete professional and very responsive and gave all the major attention to those minor details in planning our itinerary! Great asset to Flight Center! Thank You again Brooke! .. Wishing you all the very best! Sumeet Sonali & Aryan

I have booked a couple of holidays with Jessica Pearce now and would not hesitate in recommending her. She is efficient and nothing is too much trouble for her. Whenever you walk into the store she greets you with a huge smile and is always contactable. So refreshing to get such great service.

Armen has been really helpful with all of our bookings. He helped us out from start to finish. When things went wrong he was there to help, and he put in lots of effort to get us a good deal, and a great holiday. Felt like he really cared, and was always available to call and email.

Just had the most amazing experience with Vicky. We had an appointment with my hubby and planned our family holiday. I was very impressed with her knowledge and took her ideas / suggestions onboard. So looking forward to our vacay and I would definitely be booking with Vicky again.

My wife and myself are very happy with the service we received from Emily Goddard at Castle Hill Flight Centre. Emily was efficient and friendly and found us the best deal that suited our needs for our return flights to UK. Needless to add that we have booked our flights . .

I really like to book with flight Center. May I please give a shout out to Ann. What a beautiful soul. She helped me a lot this and last year with planning our travels. Also she had good ideas how to organise our Trips with Kids. Can't wait for my next holiday.

Flight Centre staff member Brooke was a pleasure to deal with as she was very friendly and professional and made our experience in Canada great with absolutely no problems,would recommend using Flight Centre Castle Hill knowing how well we were looked after.

We had a 4 day trip to Ayres Rock which was arranged by Booke Weber at the Castle Hill Centre. This trip was to coincide with our 60th Wedding anniversary. The organization was excellent, the tours wonderful and Brooke was very helpful and efficient.

Jessica Coatsworth has been excellent, she was pleasant at the time of my booking my USA Trip for next year and has provided me with a very detailed quote and even got me some excellent discounts, I highly recommend Jessica for your needs.

I had the pleasure to work with Brooke, an outstanding professional who assisted me in planning my trips in and out of the country. From the beginning, Brooke demonstrated high quality of service by providing me with a number of options.

I had the pleasure of working with Brooke at Flight Centre recently, and I must say that her assistance in rectifying our return trip home was truly exceptional. Our return flight had been moved forward, causing us quite a bit of stress

We booked our tickets with FlightCentre Castle Hill this week and were given exceptional service by Izzy Minter. She was very prompt and efficient in handling our reservations, and secured the best options for us. She was very

When I walked in to ask for a consultation, I was advised that if I was not booking anything they can’t serve me - I understand the structure and the need for sales but bad customer service will not convert to successful sales

Just wanted to say how wonderful Izzy Minter is. She has helped me with my tickets so many times. She is so amazing. Thanks a million. Flight Center is so lucky to have you. I am so grateful to you for all your help.

Izzy Minter is absolutely amazing. She was extremely helpful. Her friendly deposition is rewarding and she’s a great value to the organization. Thank you Izzy! Yes we will be back with you for future travels

We dealt with Brooke on a few holiday packages and she has been absolutely wonderful in ensuring we are provided with great service. Highly recommend castle hill flight center for any flight / accom needs

Have just received the documents for our trip and cannot thank Izzy Minter for the wonderful service we received. A most helpful and friendy person, late changes were dealt with very professionally.

Chelsea and the Castle Hill Flight Centre team were awesome, thank you. Will definitely be using their services in the future. Skiing Meribel, Courchevel, Val Therons and Orelle in France was epic!

Izzy from Castle Hill Flight Centre has been extremely helpful with our travel plans to Japan. Everything was organised efficiently and accurately. Thank you so much Izzy, we really appreciate it.

Emily Goddard helped me book my holiday and she was amazing at accommodating my needs and was so lovely and helpful. Really appreciative of her insight, knowledge and customer service skills!

3.7?? Isabelle Minter was absolutely amazing! Helped my dad rebook his flight and provided the best options for him, I'd strongly recommend booking through her if you book a trip! Thank you!!

We booked our Thailand holiday with Isabelle (Izzy) Minter. Honestly the most professional and helpful travel agent ever!!! Would recommend Izzy to anyone wanting to make travel arrangements.

Izzy was a great help and made my first time planning a holiday super easy! Great customer service and she makes you feel at ease when it comes to changing things to your itinerary.

Have had a few holidays booked here and they have been great, Sue has been a massive help to us and we would recommend her to anyone looking for ideas and places to go! Thanks Sue!

Worst 1st time experience in castle hill branch. Lady noted down my details and haven’t heard back in over 3 days when promised to call back in 24 hours. Really flightcentre..?

The staff are fantastic, freindly and professional, they organise holidays so well. I have never had any problems with any bookings with Flight Centre at Castle Towers.

The team at this store are exceptional. Extremely helpful and informative. When planning your next trip be sure to drop in and see them you will be glad you did.

It will be a while until you get noticed. Customer service leaves much to be desired. They have just lost potentially $25,000 i from our planned trip. Thank you.

Brooke has been the utmost professional and fantastic Travel Consultant. Thanks again for all your help all the way to our departure. Can't thank her enough.

Chelsea was very diligent in her job and service was excellent from my initial enquiry to the day I picked up the final itinerary. Comes highly recommended.

Good but the only problem is they are seriously under staffed and everything takes time no one answers calls and they take too long to get back on email

I had a pleasant experience with our agent Izzy. Izzy was very helpful and knowledgeable at her role. Definitely was honest and gave us great opinions.

Awesome service. I dealt with Brooke and she was great. With very short notice we got all of our bookings sorted. The trip ended up running perfectly.

Brooke Weber from Castle Hill branch was fantastic! We walked into Flight Centre without an idea and walked away with a fully booked 2 week holiday!

Had a great overall experience booking some international flights, Samara was extremely efficacious and helped me with exactly what I needed.

Have to travel interstates on tight schedules for a week, Izzy has helped a great deal in booking the flights and hotels. Thank you. …

My experience with the staff were amazing, they were very professional and went out of their way to get me and my wife the best deal.

Good customer service.. But unable to beat the flight and tour prices I have taken separately even after they bounded it as one

Izzy at castle Hill was amazing! Thanks Izzy for helping us book an overseas trip of a lifetime! Very efficient! Bon voyage!

Izzy was amazing! So kind and helpful with amazing insight. Will definitely be going to see her again for future trips.

They do not answer the phone for a booking. We went in to book a trip and the travel agent was dismissive and rude

Emily was an absolute pleasure to deal with, she is prompt with her responses and made booking our flights easy.

Very helpful and supportive staff. I am a very organized traveller, and they always meet my expectations …

Locate near JB Hifi on the ground floor of Castle Tower. They are great at tailoring your next Holiday Package.

Chelsea was very professional she has patience and in the end she search a lot to find the best price for me .

Emily was sensational to deal with. Efficient and genuinely interested in getting us the best result possible

THEY DON'T TRACK DOWN THE BEST DEALS AT ALL THEY TRY TO USE QANTAS, AND SHITSTAR, WON'T USE THEM EVER AGAIN

I am very pleased with the service that you has been providing Bailey with our travel booking. Thank you.

Ann Burgess at castle towers have always served us well. Make an appointment with her for your next trip.

Emily, at Castle Hill Flight Centre, was so efficient and friendly. Thank you for very much Susie …

went in for some info on a holiday i was planning and the staff there was very helpful and friendly!!

Friendly efficient Staff who know the Industry and achieve the best results for customets

Not a good place to book a holiday and make sure you read the fine print VERY carefully.

Fantastic customer service from Oliver. Will not hesitate to go to him again.

A bunch of useless Sheila's who wouldn't get of there are to help anyone.

Amelia was very pleasant & thorough in assisting me this morning.

Brayden was awesome. Should give out lessons in Customer Service

Thank you for all your help with my up coming trip Alana !

Need to be more careful than when dealing with thieves.

Efficient, great communicator and friendly

Lovely staff. Very helpful. Always smiling

Great service and holiday planning advice!

Great service. Thank you Izzy Minter.

Izzy at Castle Towers was so helpful!

Customer service....horrible

Great service. Easy to find.

Hope we get a great deal.

Rip off