Flight Centre Australia - Flight Centre Queen Street Mall Avis 

The customer service from Vera Zhang is always exceptional, thanks again for your undivided attention.

I had a really disappointing experience with Flight Centre.

To be clear, the consultant I dealt with in store was excellent. He was patient, proactive, and genuinely trying to help. Unfortunately, everything behind the scenes completely let him down.

I came in after attempting to book flights online through BYOjet and Aunt Betty, both owned by Flight Centre, where payment was taken but the booking never ticketed. I was hoping Flight Centre could match, or at least come close to, the same fare. Despite being part of the same group, they could not.

We then found a very similar alternative itinerary, only shifting dates by one day. While I was sitting there ready to pay and the consultant was actively trying to secure it, the internal booking team increased the price by around $300 mid process and refused to honour what had just been quoted.

After over an hour in store, I walked out with nothing but a higher price and a lot of frustration.

What is most frustrating is the lack of accountability in this industry. In almost any other sector, if a product is advertised at a certain price and a customer is actively trying to purchase it, there are clear expectations around honouring that price or at least providing consistency. In travel, it feels like companies can advertise prices that are effectively unattainable, change them mid transaction, and face no real consequence.

From a consumer perspective, it borders on misleading. You invest time, provide payment details, and commit to a purchase, only to be told the price has changed or the booking cannot be fulfilled. Yet the same pricing continues to be advertised elsewhere, creating confusion and a poor customer experience.

It is also disappointing that a company of this size:

cannot align pricing across its own brands
cannot honour a price while a customer is actively trying to book
leaves frontline staff to deal with the fallout of backend systems and decisions

Again, the in store consultant did everything right, but the systems and support behind him were poor. Based on this experience, I will not be using Flight Centre again.

Flight centre - Thanks for the response. I think you may have misunderstood my review slightly. I wasn’t asking Flight Centre to resolve or support a BYOJet booking.

I came into the store specifically because I wanted to book directly through Flight Centre instead. Your consultant was actually very helpful and spent a long time trying to assist me.

The issue was that while we were actively in the process of booking a fare your team had located, the price increased by around $300 during the booking process and the fare would not be honoured despite the booking already being underway.

I completely understand airline pricing is dynamic. My frustration was more around the customer experience and the expectation that a quoted fare being actively worked on in store would be honoured for a reasonable period of time.

As I I said the consultant himself was excellent throughout.

I am exploring several holiday destinations and alternatives and Lachie’s assistance has been great. His flight options were especially well researched and explained. Valuable information and presented in a user friendly format.

Keller from the Queen Street Mall Flight Centre in Brisbane is, without a doubt, the best of the best. He stands out as an exceptional travel expert among the many agents I’ve dealt with over the years. From the very first interaction, it’s clear that Keller isn’t just booking trips—he’s crafting travel experiences with care, insight, and a deep understanding of what makes a journey memorable.

What sets Keller apart is his extensive personal travel experience. He doesn’t just rely on brochures—he speaks from first-hand knowledge of destinations around the world. That kind of real-world insight is rare and incredibly valuable when planning complex or long-haul trips.

He truly listens to your needs and takes the time to understand your preferences, goals, and even travel style. One of the most helpful suggestions he gave was incorporating strategic stopovers on a 30-hour international flight. He recommended ideal cities for layovers, how long to stay in each to maximize rest and recovery, and even what to do during those layovers to make them enjoyable rather than just a necessary break.

Keller also goes above and beyond in thinking of the little things—seating arrangements, meal preferences, visa considerations, and travel insurance—things that make a huge difference when you’re halfway across the world.

His professionalism, patience, and genuine passion for travel make planning with him not only efficient but enjoyable. I wouldn’t think of booking with anyone else now.

Highly recommend Keller if you’re after a seamless, thoughtful, and expertly curated travel experience.