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.‼️
Kathryn Numa
-
November 18, 2025
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.
sam sun
-
November 28, 2025
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.
sahana kn
-
May 21, 2025
We have used Flight Centre Chartwell Mall’s services before and decided to return because of our positive past experiences. We arrived around 5:15 pm and saw that the staff were assisting another customer, which we were happy to wait for.
During the wait, our child started crying, so we briefly stepped out to attend to their needs. When we returned, the agent asked us to send her an email regarding our inquiry. We waited patiently for about 40 minutes for a response.
If the staff were not going to be able to provide the service to us in person, we feel it was unfair to expect us to wait only to be told to email afterward. We could have used that time to run other errands instead of waiting unnecessarily.
We do understand the store closes at 6 pm, but to keep us waiting until then just to be told to email doesn’t make sense.
A simple acknowledgment when we first arrived, along with a courteous update on wait times or limitations due to the approaching closing time, would have gone a long way. Even a brief check-in or explanation would have shown respect for our time and improved the overall experience.
We hope Flight Centre improves this aspect of their customer service.
Bono Mente
-
September 07, 2025
I'd like to express my sincere gratitude to Renee Claasen, Chatwell, Hamilton.
My flight to Europe were difficult because I flew different airlines with flights delays.
My suitcase was lost and I returned from holiday to NZ without it.
Renee's empathy, efficiency, professionalism and the ability to find a
way out of difficult situations made the search process succesful.
I especially valued her help in writing multiple letters to Qatar airlines and Insurance company on Sunday after her working hours, despite the fact that she was tired.
Three months later the lost suitcase was found, thanks to Renee.
Again, thank you for the quality work.
I will recommend you to my friends and acquainances. Mila
Our Address
Westfield Chartwell, s128/201 Hukanui Road, Chartwell, Hamilton 3210, New Zealand
Claim Listing: Flight Centre
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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.‼️
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.
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.
We have used Flight Centre Chartwell Mall’s services before and decided to return because of our positive past experiences. We arrived around 5:15 pm and saw that the staff were assisting another customer, which we were happy to wait for. During the wait, our child started crying, so we briefly stepped out to attend to their needs. When we returned, the agent asked us to send her an email regarding our inquiry. We waited patiently for about 40 minutes for a response. If the staff were not going to be able to provide the service to us in person, we feel it was unfair to expect us to wait only to be told to email afterward. We could have used that time to run other errands instead of waiting unnecessarily. We do understand the store closes at 6 pm, but to keep us waiting until then just to be told to email doesn’t make sense. A simple acknowledgment when we first arrived, along with a courteous update on wait times or limitations due to the approaching closing time, would have gone a long way. Even a brief check-in or explanation would have shown respect for our time and improved the overall experience. We hope Flight Centre improves this aspect of their customer service.
I'd like to express my sincere gratitude to Renee Claasen, Chatwell, Hamilton. My flight to Europe were difficult because I flew different airlines with flights delays. My suitcase was lost and I returned from holiday to NZ without it. Renee's empathy, efficiency, professionalism and the ability to find a way out of difficult situations made the search process succesful. I especially valued her help in writing multiple letters to Qatar airlines and Insurance company on Sunday after her working hours, despite the fact that she was tired. Three months later the lost suitcase was found, thanks to Renee. Again, thank you for the quality work. I will recommend you to my friends and acquainances. Mila