Flight Centre UK: most-reported complaints
Automated analysis of 626 public Trustpilot reviews published 2019-05-23 to 2026-09-23. TrustScore 4.9 from 41,337 total reviews — see the Trustpilot page. Quick answer: is Flight Centre UK legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that refunds are delayed, with 100 reports accounting for 36% of identified complaints, a trend that is currently falling. Support issues are also prominent, as 81 reviewers found support unhelpful (30% of complaints, rising trend) and 79 found support unreachable (29% of complaints, flat trend). Additionally, 30 reports (11% of complaints) cite misleading pricing, a category with a rising trend.
How to reach Flight Centre UK
These are the contact details Flight Centre UK publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 08082960510, email [email protected].
The company claimed its Trustpilot profile on 2014-05-12, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 22 of 202 in Travel Agency. We last checked this profile on 2026-09-23 and found 14 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 24 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Flight Centre UK No Cash Refund & Refund Credit Note Expiry Date Later Than Promised”, “Flight Centre uk refund and Section 75 Dispute with AMEX”, “E: 15/12 Win A £1000 Flight Centre UK Voucher (FACEBOOK)”.
Elsewhere: 4.6★ on Google (46 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 0.4d) · 2026-08-18 (100%, 0.4d) · 2026-08-21 (100%, 0.4d) · 2026-08-24 (100%, 0.4d) · 2026-08-27 (100%, 0.4d) · 2026-09-01 (100%, 0.4d) · 2026-09-04 (100%, 0.4d) · 2026-09-07 (100%, 0.4d) · 2026-09-11 (100%, 0.4d) · 2026-09-14 (100%, 0.4d) · 2026-09-17 (100%, 0.4d) · 2026-09-20 (100%, 0.4d) · 2026-09-23 (100%, 0.4d).
Severity: 52% of this company’s 275 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2020, 85% of 34 one-to-three-star reviews were 1★; in October 2020, 91% of 11.
Counted from August 2020 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.9 days between the experience and publishing their negative review (75 reviews record both dates).
Measured reply time: across 510 negative reviews that received a public reply, the median wait was 3.9 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 510 company replies to negative reviews analysed, 42% engaged with the specific problem and 34% were generic templates.
Review provenance: 114 company-invited reviews in the recent window average 4.95★, while 206 organic (uninvited) reviews average 4.89★.
20% of its 308 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: refunds delayed makes up 36% of this company’s complaints vs a 16% median across 23 ranked companies in its sector.
Review velocity: 1,296 of this company’s 41,337 Trustpilot reviews (3%) were written in the last 12 months.
What are the most common complaints about Flight Centre UK?
Refunds delayed
100 reports · 36% of complaintsfalling“I was misadvised on the best flights, was led to believe our flights were ATOL protected when they were not”
The company replied on 2020-06-03: “Dear Mike, Thank you for taking the time to leave a review of Flight Centre on Trustpilot. We are so pleased to hear that you have been a loyal customer of Flight Centre and we are very grateful that…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Flight Centre have made no effort to obtain the refund a further £737. Again it was suggested to claim from insurers.”
The company replied on 2020-06-08: “Dear Ross, Thank you for your review. I am so sorry you feel we have acted unprofessionally. I can understand how disappointed you must have been to have missed out on such a great trip. As the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“They now do not answer any phone calls regarding rebates that I have been waiting for for over 10+ weeks”
The company replied on 2020-10-05: “Dear Mike, thank you for review. Please accept our sincerest apology for the delays in our responses and we are sorry you've been left to feel disappointed. We have been attempting to update all our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
81 reports · 30% of complaintsrising since 2024-02“Flight Centre continually ignored my panicked efforts at finding out what had happened”
The company replied on 2020-09-24: “Dear Lee, I am very pleased that you are now in receipt of your refund, please accept my sincere apologies for the time this has taken whilst we have been working closely with our suppliers and…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“I was misadvised on the best flights, was led to believe our flights were ATOL protected when they were not”
The company replied on 2020-06-03: “Dear Mike, Thank you for taking the time to leave a review of Flight Centre on Trustpilot. We are so pleased to hear that you have been a loyal customer of Flight Centre and we are very grateful that…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Flight Centre have made no effort to obtain the refund a further £737. Again it was suggested to claim from insurers.”
The company replied on 2020-06-08: “Dear Ross, Thank you for your review. I am so sorry you feel we have acted unprofessionally. I can understand how disappointed you must have been to have missed out on such a great trip. As the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unreachable
79 reports · 29% of complaintssteady“Flight Centre continually ignored my panicked efforts at finding out what had happened”
The company replied on 2020-09-24: “Dear Lee, I am very pleased that you are now in receipt of your refund, please accept my sincere apologies for the time this has taken whilst we have been working closely with our suppliers and…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“They now do not answer any phone calls regarding rebates that I have been waiting for for over 10+ weeks”
The company replied on 2020-10-05: “Dear Mike, thank you for review. Please accept our sincerest apology for the delays in our responses and we are sorry you've been left to feel disappointed. We have been attempting to update all our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“3 months later no refund and no communication with customers”
The company replied on 2020-09-11: “Dear Diane, thank you for reaching out. Please accept our sincerest apology for the delays in our responses and we are sorry you've been left to feel frustrated with the service received. We have…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
30 reports · 11% of complaintsrising since 2024-02“Wrong information was given, which nearly left us £7,000 out of pocket.”
The company replied on 2023-08-29: “Dear Helen, Thank you for your email, and I am sorry to hear that you have faced some issues with your booking. I would like to investigate this further and find out what has happened in this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“prices got quoted nearly £1,000.00 more expensive for the same amount of nights”
The company replied on 2023-06-01: “Dear Yvonne, We strive to offer the best deals and service so i am extremely disappointed to learn about your experience. Please could you provide more details by emailing me at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they come back to us hours later with a ridiculous amount of money extra”
The company replied on 2025-02-27: “Hi Amy, we replied to your other review, but will pop the details below: I'm sorry to hear of your frustration Amy. To provide a little more insight, travelers are bound by the booking conditions of…”
Our classifier read this reply as a deflection.
Refund refused
27 reports · 10% of complaintsfalling“Flight Centre are determined to hold onto their customers money and in my opinion illegally.”
The company replied on 2020-09-28: “Dear Karen, thank you for reaching out and apologies regarding the delays in our response. I have looked into this with our Support Team and I believe a member of the team has already been in touch…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They were awful when dealing with customer refunds and concerns during the pandemic”
The company replied on 2021-04-19: “Dear Glenda, Thank you for your review, I am truly sorry to read that you are dissatisfied with the service you have received from Flight Centre. Please accept my apologies for any distress caused to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“we are now told by them that our holiday curtailment does not qualify in their eyes for a full refund”
The company replied on 2020-09-29: “Dear John, thank you for reaching out. Please accept our sincerest apology for the delay in our response and I'm sorry to read of your disappointment regarding your experience with Flight Centre. I…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
20 reports · 7% of complaintssteady“Flight Centre refuses to reimburse me, although I paid Flight Centre on their poor advice”
The company replied on 2024-10-16: “Dear Eddie, Thank you for sharing your concerns with us. We have noted that our South African Customer Experience Team is already dealing with this matter. You may follow up with them directly by…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Very dishonest and not to be trusted one bit”
The company replied on 2022-04-06: “Dear Hubert, Thank you for taking the time to review your experience with Flight Centre, and I am sorry to hear of your dissatisfaction. I understand that you have already raised your concerns…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“we were told there was only 4 bookings”
The company replied on 2025-10-06: “Dear Hannah We're very sorry to hear about the issues with your booking and the stress this caused during your family holiday. We recommend you contact your travel agent to engage the airline on this…”
Our classifier read this reply as a deflection.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.