House of Travel - Richmond

I have dealt with HOT at other branches and have always experienced good service. The same cannot be said of the Richmond branch. I experienced first hand and witnessed others receiving, dismissive behaviour from the first point of contact, with the excuse that everyone was busy catching up with their work! Everyone gets busy but the business norm is that, a customer is the reason for your work, not an interruption. More concerning, was the lack of professional guidance from Sally who took my cruise booking. She failed to point out the critical necessity of stating that the insurance package required specific reference to a cruise. She also argued with me that I didn't need proof of Covid vaccination, when collecting my travel documents. This was done loudly and publicly until she remembered I was on a cruise! Had I been a novice traveller, and accepted her 'advice' I could have been refused cruise embarkation and have been inadequately insured in any case. I will be using the Flight Centre for future travel.
Mar 30th, 2023

Ive stepped into their shop and I was greeted in a really poor manner and told that they were too busy and could only come back to me in a weeks time. I said that was ok, provided my details and the plans for my trip. Its been a month, and never heard back from them. Really poor customer service. :(
Feb 22nd, 2023

I have used House of Travel for several overseas trips now have found them very helpful.
Nov 3rd, 2022

I went in to plan a surprise trip for a family member. There was one staff member working and she had two people in front of me, which was fine, I didnt mind waiting. Instead of being greeted nicely with a hello I was greeted with her telling me she is very busy, Id have to wait and she kept saying shes the only one there today. Once I got to my turn which really wasnt that much of a wait, she took my details of what I was wanting and said shed make contact with me that week. She had email, phone etc. never heard a thing from her or anyone from the store. She seemed too busy for me and I really didnt feel like she cared about my trip at all. A real shame! I have since booked an amazing trip with an incredible lady from flight centre and planning a second with her too. I wouldnt use this store. Not enough staff and things are not followed up on!
Oct 23rd, 2022

Would not recommend going to this house of travel needed to get a refund for a flight booked from my late grandmother that passed away before she could use the ticket took months to finally get a refund throughout the whole process the lady's were extremely rude absolute disgusting behavior towards family that have just lost a loved I believe these lady's Sally and amanda should be fired I feel sorry for anyone that deals with these cold hearted women absolutely disrespectful behavior highly recommend not going to house of travel Richmond
Sep 23rd, 2022