An elderly couple recalled their horror after finding out they were no longer welcome at their local refuge centre.
Mary Johnson, 79, and her husband Cliff, 81, planned to travel the world for much of 2023 and earned almost $50,000 on three trips through Canada, the US and Turkey through Flight Center bookings.
The last two tours fell through, throwing the Tweed Heads couple’s travel plans into disarray and leaving them $26,000 out of pocket.
The disappointed Johnsons were told that they had opted for ‘non-guaranteed departure’ and were therefore ‘accepting the risk of the tour being canceled by the tour company’.
The couple spent months back and forth with Flight Center Tweed City staff via phone and email, trying to get a refund.
Cliff and Mary Johnson (pictured) were shocked when they received an email from their local Flight Center store urging them to visit another store for future bookings
But it was a recent cheeky email from a senior employee of the store that irritated the most, despite news that the refund had been processed.
“We believe it is best for all parties that you use the credit at another Flight Center, so unfortunately the Tweed team cannot assist future bookings,” said the email obtained by news.com.au states.
“But I’ll be happy to recommend another store.”
Mrs Johnson was shocked by the email after ten years of being loyal customers at the store.
Ms Johnson claimed they were ‘never aware’ of the non-guaranteed trips which they would not have booked had they known of the risk.
The Flight Center insists the couple will not be banned from their local store. Pictured is the original email sent to the Johnsons
The Tweed City store immediately reversed the ‘ban’ as soon as the media became aware of the saga.
‘I’m sorry if there was any confusion about the ability to book with us in store – we thought you would prefer to checkout with another store, but we would welcome the opportunity to assist you with your next booking,’ one follow up sending an email to the Johnsons states.
Flight Center has since claimed that the initial email was the result of “miscommunication.”
“The area leader spoke directly to Mary and apologized if they thought this was the case,” general manager Brent Novak said.
‘A consultant from Tweed City has also been in touch to help them when they are ready to make their next booking.
‘We have ensured that our own costs have been paid.
‘We have contacted the Johnsons directly and apologized for the actions of the local Tweed City team member, appointed a new agent from the same store to look after them and ensured that any expenses were reimbursed and covered.’
Mr Novak added that a goodwill payment had been made to the Johnsons “for every mistake we made”.