Flight Centre Australia - Flight Centre Lilydale Avis 

.Well done.

Ella, from Lilydale Marketplace store, was so prompt in providing us with flight suggestions. She answers emails quickly and all my questions.

Deeply Disappointed by Flight Centre’s Handling of an Emergency Booking
I recently had one of the most stressful and disappointing experiences I’ve ever had with the Flight Centre. I was dealing with an urgent family death while also managing bushfire-related issues in my area. Because of the circumstances, I relied on Ella at Flight Centres team at Lilydale, Victoria to handle my booking promptly and professionally.
Despite paying for my tickets within an hour of receiving the payment link, I received no confirmation, no tickets, and no communication. She had clearly gone home without booking my tickets or checking on my case despite taking on the responsibility of getting me to Perth in time. Because I had not heard anything from Ella, I phoned Flight Centre Emergency Assist who assured me that someone would handle the issue within 15 minutes — yet hours passed with no update. Meanwhile, Flight Centre had already taken my money, leaving me unable to book alternative flights as availability decreased and prices increased. The stress this caused during an already traumatic time was immense.
The young consultant, Ella, later responded with explanations that felt dismissive and self‑focused. Instead of acknowledging the urgency of my situation or the commitments made by Emergency Assist, her message centred on her personal circumstances and internal processes. At no point did I feel that my situation — a death in the family, bushfires, and the need to travel urgently — was treated with the seriousness or care it required.
My tickets were eventually issued, but only after a long period of silence and uncertainty. By then, the damage was done. I had entrusted Flight Centre to manage this booking so I could focus on a crisis, and instead I was left stranded, anxious, and unsure whether I would even make it to Perth in time.
This experience has completely eroded my trust in Flight Centre especially employing young consultants that cannot handle responsibility and put their excuses first above that of the customer. I will not be relying on them again for travel support, especially in situations where reliability and professionalism are essential. Being left with no certainty and no money to book my own online flight was awful in those circumstances. Don't bother with this travel agency and the trouble that it takes to get them to do their job. Next time I will book direct with the airline.

EDIT ON FLIGHT CENTRE REPLY

Not a sincere reply at all. Flight Centre is not interested in investigating this case. Attempts to "reach out" has resulted in zero action and zero case numbers as per suggestion. This company has become utter BS with zero bedside manner, zero local care factor and zero care factor from their off shore call centre teams. No one cares!

Our visit to the lilydale store was spontaneous. The travel expert who assisted us was fun to be with while she efficiently helped us discover an adventure which ticked all the boxes: affordability, interest and timing. We will be back.

Very professional staff. Nothing was too hard. Prompt correspondence. Best price

Alanna Bell made us feel confident for our trip as we hadn't flown in a plane for over 15 years and explained the whole process for us.

Ella always does well

Friendly , knowledgeable , efficient was Ella