Flight Centre
Westfield Chartwell, s128/201 Hukanui Road, Chartwell, Hamilton 3210, New Zealand
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Westfield Chartwell, s128/201 Hukanui Road, Chartwell, Hamilton 3210, New ZealandWe could not load the map for this listing.
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Our first-hand experience with Flight Centre We booked accommodation through Flight Centre that was not as advertised and, in our view, was not safe to stay in after we discovered a light switch that became hot to the touch and was audibly arcing. We reported the issue immediately, but after speaking with the hotel that night and again the following morning, there was no record of our report and no action had been taken. We were on holiday during school holidays at a busy tourist destination and had to make the difficult decision to leave and find alternative accommodation at short notice. This resulted in significant unexpected costs for accommodation, transport changes and other expenses, substantially reducing the money we had available to enjoy our holiday. The hotelier refunded the unused nights. However, after repeated requests for a clear breakdown of the refund, Flight Centre later advised there had been a "clerical error" and that the commission portion of the refund had not been returned. This was only addressed after further emails and requests for clarification. The dispute process then continued for over six months, and we were disappointed with how long it took to reach a resolution. We also purchased Flight Centre travel insurance, but it did not assist us in our circumstances. Flight Centre has referred to the Disputes Tribunal outcome in response to this review. That outcome does not change our experience as customers. This review reflects our genuine first-hand experience so others can make an informed decision before booking. Based on our experience, we would not recommend booking holidays through Flight Centre. Chur.
We would like to express our sincere appreciation for the outstanding service provided by Dylan Hargraves at Flight Centre (Chartwell). From the very beginning, Dylan was incredibly professional, patient, and genuinely understanding of our specific needs. My wife is travelling to Kenya and speaks very little English, and Dylan went above and beyond to ensure she would be fully supported throughout her journey. He carefully arranged for airline staff to assist her during her layovers, giving us complete peace of mind. His attention to detail and commitment to her comfort truly exceeded our expectations. Thank you once again, Dylan, for your exceptional service. We highly recommend you to our friends and family and will definitely be returning in the future. Outstanding service all around.‼️
Dylan Hargraves made booking our flights a breeze. He was professional and took the time to find the best option for our trip. Dylan went through the itinerary throughly and made sure we knew which Visas were required. I will definitely book any future travel with Dylan. I cannot recommend him highly enough!
I am writing this feedback because my claim experience has been extremely disappointing, repetitive, and inconsistent, despite my full cooperation and complete document submissions. 1. Repeated template replies, regardless of what documents I submit Across multiple months and multiple agents, I kept receiving the same wording: “Please provide GP notes relevant to your medical condition.” “Please send translations of documents not in English.” Yet all my documents, translations, and medical explanations were already uploaded multiple times through both eClaim and email. It felt like no one actually reviewed what I submitted. 2. The insurer consistently misinterpreted my health situation My dental visit was self-funded and unrelated to the claim. My actual claim was for acute autonomic dysfunction / panic-like symptoms triggered by environmental change overseas, supported by hospital receipts and a handwritten English diagnostic explanation. However, every response from the insurer kept referring to “GP notes,” showing a lack of understanding of the Taiwanese medical system, which does not operate on a GP-based model. 3. Case repeatedly handled by different agents, none reading previous communication Throughout the process, multiple staff members took over my file, each one repeating the exact same template and asking for the same documents already provided. This created a loop that made the case drag from March → October → November, with zero proper resolution. 4. eClaim uploads were never properly reviewed My documents were uploaded on the official eClaim platform many times, yet the system still showed: No progress updates No proper review No closure notice In one instance, a staff member duplicated my property claim, creating three claim entries for the same items without explanation. 5. “We could not reach you” — but I never received a single call or email Customer service claimed they contacted me. However: I had no missed calls No voicemail No record of attempted contact My international calls to their hotline often resulted in error tones or unavailable service This makes their claim of contacting me highly questionable. 6. Property claim requirements were unreasonable I repeatedly explained that older items have faded receipts (10 years old), yet I still provided: Photos Model details Evidence of ownership The original faded receipt This should be sufficient, especially since many insurers accept depreciation-based assessments — but instead the case was stalled again. 7. The experience caused unnecessary stress throughout my travel Because the insurer’s handling was so inconsistent, I had to travel while constantly worrying whether I actually had coverage. This affected: My sleep My ability to relax My confidence in managing my belongings abroad This is not how travel insurance should function. 8. I am not trying to create conflict — I just need proper assessment I have always fully cooperated. I provided every document, every explanation, and even repeated uploads. I simply want my claim assessed based on the policy I paid for, not dismissed with repeated templates. I will revise my review fairly if the insurer can properly assess my case and provide a reasonable resolution. But at the moment, the experience has been far below acceptable standards.
Really disappointing experience with Amy at Chartwell. We booked and paid immediately and she then ghosted us. After a couple of attempts she finally responded with our package details. When we arrived in Raro, the resort had not had any communication from her with flight details and she had booked us for an airport shuttle (at an extra cost) when it was already provided by the resort complimentary. I have tried to contact Amy since we returned to NZ and as yet no reply. A disappointing customer service experience.