Flight Centre

Worst experience ever! These people are super nice up until you pay in full. After that they don't even know you! We had a lot of flight distruptions, we tried to communicate with them, they never answer, reply to messages or emails. Their emergency line is a joke! We received a call from Sunwing a day before our trip that our flight time has changed, my husnand went to their office as they weren't picking up the phone and their manager was the ruddest person ever, refusing to listen to my husband's concerns or giving us options in case our flight got further delays (which happened and we were 34 hrs delayed). Family of 6 with 4 kids, being stuck in the airport on Christmas for 34 hrs wasn't an emergency in their manager's opinion!!We lost 3 days of our 8 days vacation and guess what? They didn't acknowledge it! Don't deal with them. You can easily book your own vacation through Expedia.

Thanks to Sue Harriman for excellent work in booking our trip to Cancun (Villa del Palmar). Sue's service was superb, highly responsive to our needs, and able to work with us to customize as necessary. I would be delighted to work with her again (another trip already in the works!).

Briana Richardson, at the Burlington ON office, did a fabulous job booking a combination Italy Trafalgar coach & car rental trip! She was prompt, answered all our questions, and helped solve tricky timing issues with both the car rental and a short Palermo to Rome flight. Best of all, Briana got us meaningful discounts with Trafalgar.Previously, Briana was a life-saver in helping us avoid potential losses on a COVID-canceled cruise that the cruise line was set to stiff us on.Bottom line: Briana is an amazing asset for Flight Centre.

My wife and I finally took our honeymoon to Cancun Mexico on December 11 2022. We booked with Flight Centre in Burlington and spoke to a lady to inquire about an adult only hotel. She suggested a few all-inclusive resorts. We made sure she knew that we only wanted “Adults Only”. She sent us a link for The Hideaway. We booked a 10 day stay with Sunwing for the honeymoon suite, with Butler service. We also got Elite plus with Sunwing where we were supposed to have priority baggage. This was not the case at all. If you are going to see a service, then we should be getting our bags first. They had lost my bag when we arrived in Toronto, which went on the conveyor with my wife’s luggage at the same time.When we arrived at the resort. We noticed a lot of children there and we were very surprised. We were rushed in and pointed in a certain direction to get to reception, which we found very rude and unprofessional. This was surprising to us as we had upgraded with Butler service and expected a bit more of a friendly welcome and provide clearer direction to check in. There was no welcome drink or hot towel when got off the bus, however we noticed other guests received this several days later. We went into the hideaway reception and waited for 30 mins until we were seen only to figure out, we were sent to the wrong check in desk. Then they told us to find the Diamond Club on our own with minimal directions, which we found odd as well. Not a great first impression when we have paid a lot of money for this hotel and when we are paying for exceptional butler service. Finally, we were escorted to our room, it was on the adults’ side of the resort (which was very small and only had one restaurant, which I was allergic to.) This should be made much clearer on your website. Currently your website presents this as two separate resorts, however this is not the case when you must go to the family side of the resort for all meals and entertainment. The room was nice, and we had a private rooftop patio and jacuzzi.We went to venture out of our adult side and noticed all the restaurants and social events were on the kid’s side. This was very misleading; we were promised an adult’s resort and we clearly did not get this. We email our travel agency and Sunwing and they said there was nothing they can do for us. This was a very expensive vacation that we felt we did not get the kind of service or the resort we were promised. There is also a huge lack of communication between departments. The butlers we had would provide information, such as they would make reservations for us so we would not have to wait in line at the restaurants. However, even with reservations, guests are still required to wait in line. This is not an issue, but communicate this to the guests and the butlers, otherwise it is just a mess with a bunch of guests who have no clue what is happening and which line they should be in. There should also be better communication between the reception and the airline shuttles. On December 21 we found out our flight had been delayed by 12 hours. NO ONE at the hotel had any clue about our shuttle that was supposed to leave at 7AM that morning. They suggested we talk to the Sunwing staff which start work at 9AM. This does not make sense whatsoever that in the morning when guests are scheduled to leave there is no one for them to communicate with at all.

My fiancée and I have been using flight centre since 2018 and we have loved every bit of it, once we found our agent Courtney Cahusac it has been nothing but hassle free choices, documents, travelling, and memories that’ll last a life time. Courtney has been such a pleasure to ALWAYS work with, our favourite thing is we feel like she just knows us so well and our travel wants and EVERY booking with her has been absolutely perfect.She worked with my fiancée to plan the perfect get away engagement it was so beautiful and we will never forget it.She’s always responding to our emails and keeping us in the loop with any information we may need!Thank you Courtney for always making our vacations extra special

We contacted agent Briana Richardson at Burlington Flight Centre with an inquiry for a trip to be scheduled one month from now. She replied two days later to say she was looking into options. She sent a message 1 day later saying there were no flights departing from our city, though I could see some available online. Apparently they don't book with this airline. I asked (in the same email thread, minutes later) if she could provide the other trip info I had requested (excursions and hotels) and I could book the discount flight myself. She did not respond and I later received an email saying she was on vacation herself for a week or more. I received no help, lost days of planning and was not referred to another agent. This is abysmal customer service.

Just wanna take the time to thank Briana for her invaluable assistance finding a last minute international flight. Not only did she find a great price but she also made the process stress free and easy.I’m usually one to buy my own flights through third party websites but this time I wasn’t having any luck and I was referred to Briana as I was told she’s the best at what she does.Usually I find travel agents pushy and stressful but my recent experience has made me see the value in working through a good agent… One you can trust, has patience, is kind, and has a genuine passion for helping others and facilitating the process with your best interests in mind. Thank you Briana!!

Lyndsay found me the perfect all-inclusive resort for the perfect price - did everything for me. All I had to do was pack! Next vacay time I will definetly be back. Thank You !!

Great experience, they booked the flights I took with us that met our needs. A decent price, good service and not busy, plenty of staff. We just walked in, Jane was our agent, very knowledgeable and booked us right away. I recommend this place.

HORRIBLE SERVICEI & 3 other couples walked in and was told they don’t have anytime to talk yesterdayBy appointment only.. waste of time..8 desks, 3 employees…Figure it out flight centre