Fiji Airways
Reviews and Complaints

I booked 2 flights on Fiji Airways for my nephews wedding in Fiji. Both payments went through individually but only 1 ticket arrived.

When I called to ask what happened, they said they received payment for only 1 flight. I sent them Bank transactions proving I had paid for 2 but they keep saying that its not been paid. I confirmed with my bank that the payment has been made.

Their system shows 11 attempts to book this flight for the second passenger. There is clearly a problem with their system and my bank have confirmed they has sent payment for 2 flights to Fiji Airways.

I have spent many hours on the phone and by email trying to resolve the issue so that my family can attend the wedding in Fiji but every person I speak to is unwilling to help. They refuse to escalate my complaint or let me speak to a manager.

We were due to fly earlier this year as a group. We had several bookings.

We had to cancel our flights. It was extremely disappointing to find out that some got refund and some could only got credits.

We were send an email that said we had until December 2024 to use our credits.

Imagine our disappointment when last week we went to book and we were told that we only have until December 2023 to use our flights. We can not organise a holiday overseas in a few weeks.

THE FIJI AIRWAYS

RE: I Ziyana Khan writing this email to the Fiji airways management for international travels.

I Ziyana booked flight FJ412 with 3 other passengers, Fatima bi (58 years), Huda Imaan (3 years), and huma ( 10 months ) to travel to ACK to NAN on 30/07/23 which was supposed to take off at 8am .

I together with my mum and 2 kids one of which is an infant, happily anticipated for this trip months before and had plans made including travel and accommodations. My family and I had left home early morning at 4am to board for our flight, everything was good until we had already boarded the plane and was asked by the pilot for a little inconvenience which according to him could only take “2 -5 mins “. My family were patiently waiting in flight to take off when the “2-5 mins “took 1hour15 mins for the pilot to inform us that the issue is more then what they had thought, totally understandable as safety measures were taken, and that the flight will not take off today. However, on the plane we were told other alternatives will be arranged, NO Confirmation of any other flight has been confirmed at that point. Also, the captain mentioned residents living near could go home and confirmation will provided through email. It Took us another 30mins + just to get off the plane not forgetting my seat number was 34 which was right at the back, I had to starve my 3-year-old who was getting hungry because it was breakfast time and on the other hand, I had to manage an unsettled 10 month old. Somehow, I managed to find my way out of the plane little I was aware on my way out I had to fill all the arrival slips for New Zealand and while handling kids, I had to make my way all the way to international arrivals, in the line for another 30-40 mins, confused and frustrated. I then had to take out my baggage all by myself making it out to the customs. All while my little girls crying, hungry and wanting to use the bathroom, I was helpless because I had so many things to deal which was unnecessary and uncalled for. To be exact I had only packed 2-time bottles feeds for my baby, and I had no supply for next hours because I was supposed to arrive in Fiji at 11.30 -12 Fiji time, my toddler on the other hand was so hungry and weak as she was expecting breakfast on board with Fiji airways. By the time we managed to come out the airport it was 11.15. I then called Fiji airways to get some information about the flight, is when I was told another flight at 1pm has been arranged. Marian (call centre representative) told me they sent an email and text, how can someone read through emails and read texts while doing the mentioned above. How is it possible or convenient for someone like me a mother of 2 to read through her emails amidst the chaos I was in. There was absolutely no way I could have gone straight to board another flight after all the hustle I had gone through, it was just not convenient for me with the situation I was in. I requested the call centre representative that I would not be able to board the flight anymore as I did not have enough food supplies for the day, and even asked the call centre representative if Fiji airways would provide me with my babies’ formula, and baby food for child. No assurance or understanding was provided. I was told I will be charged? If I had my flight changed for rescheduling date just because Fiji airways chose to not fly the flight which I suppose to board. I had my transportation waiting for me at the Nadi airport which I had also made advance payment of. Today was the day my annual leave from work started and I was really hoping and looking forward for this travel, I’m exhausted, tired, and felt weak after all that I was made to go through. On the call Fiji airways did not show any signs of apologising approach for the actual inconveniences made. I have been travelling with Fiji airways for so long and today I’m very upset and frustrated. My babies deserved their first flight to be memorable and joyous they did not deserve any of this. I’m sure it’s not much to ask for as you can imagine to think what I must have gone through the entire process. As much as I do understand that decision was made for the safety of the passengers, but the decision should have been open to travel throughout later that day, boarding another flight at 1 was a very short notice for someone like me travelling with my 2 little ones and elderly mother.

Later in the evening I again contacted the Fiji airways call centre and spoke to Jerald, who did not show any apologies for the inconvenience caused by Fiji airways, rather in fact was very rude and uncooperative. Please listen to the call that must have been recorded and see the information that was given by him. I believe someone like Jerald is giving a very bad reputation to Fiji airways customers service.

Lastly after trying to reach out to someone who could help me, I was able to get in contact with J.J from the call centre who was the only one who managed to understand the situation and was apologetic towards the inconvenience made. J.J was extremely polite, fast, and cooperative. Upon my request I was able to get a flight on Tuesday at 1pm. Thank you to JJ who made is possible after the extreme hustle.

Lastly, I request FIJI AIRWAYS to investigate this matter and analyse the matter accordingly, I would appreciate if best service was provided to me my babies on my flight, if possible, I request to upgrade my flight to business class, and compensate for the travel and accommodation expenses.

Feel free to contact me.

Kind Regards

Ziyana Khan

Ph: [protected]

We took a flight on the 30/06/23 from Nadi to Akl (fj 413) and requested for a wheelchair assistance for my husband.

Due to his health conditions, we paid for an upgrade to J-class. Everything was smoothly handed by the amazing staff at the Nadi airport. Upon arrival in

Akl, there was no ground staff waiting for a wheelchair at the aircraft door. When my son assisted his father out of the aircraft and we asked for assistance with a wheelchair, we were advised by the ground staff" oh you all are travelling as a family hence one of you can push him". When we advised him, he is a j-class pax and shouldn't there be someone waiting to assist him, we were advised that there is a buggy around the corner and he can walk over and get on it. Please note that by this time my husband was already out of breath and was finding it difficult to walk up. No ground staff even made any effort to assist him even to the buggy. My sons had to process first so they could retrieve our car from the parking lot and drop the first round of bags at home and come and get us. At the customs arrivals, again no help was provided. I found a wheelchair for my husband and got him to sit down. At this point the driver of the buggy asked if I could push him down as he had another passenger to assist. I said I could do that provided someone comes back to assist me from the baggage carousel, since I wouldn't be able to push him and the baggage together. After doing a quick stop at the duty free, I took him down to retrieve our bags and since I had food to declare, I knew I needed some help. I made my way to the baggage services department and met the very same guy we had met on at the gate on arrival. I advised him I needed help and again he pressured me that the family should be the ones pushing regardless of the travel class. I then advised him that we have traveled with FJ pre covid and we never had to deal with this kind of attitude with the previous ground handler. After I advised him that since I also work at the airport and know the whole process of how assisted passengers should be handled, he advised me he had to drop off something at the desk and come and assist me. After few minutes he did come back and helped me push my husband. At lane 2 we had to go for full search and I received no help from him to load our bags on the search bench. He just stood there and clearly showed he had no interest in doing his job. We were so disappointed by this whole experience and would now double think next time if we want to fly again with FJ and get the same treatment again by the ground staff. On our way to Fiji, I was more than happy to drop my husband to the lounge so the ground staff could continue checking in but upon arrival we had a very negative welcome. In fact none of the 3 wheelchair pax on this flight got any assistance from the gate.

Furthermore to add to this, one of our bags also got damaged with the way it was handled even though at check in we advised it had fragile items in it. Kindly advise how we could claim for this.

I was on flight Nadi to Sydney on 6th of jun 9am flight ,I asked for red wine with meal i was told by a female attendant they don't serve wine only Fiji drinks .I travel to Fiji four times a year ,I met a Fiji Airways flight attendant at the airport i asked him if this was true he categorically denied he said we do serve wine.I had another encounter before when was refused water on domestic flight ,They told me we don't server water because of covid and i have kidney problem i need to top up my water.

Hi I’m Madhu my I travelled from India to Auckland 10 feb 2023 via Singapore and than Fiji to Auckland when I reached the Auckland airport my baggage was missing I claimed my baggage but there is no response from them it’s too late almost 9 weeks I tried 10000 times call but they are not response any thing so I request you pls find my baggage as soon as possible otherwise I hv to take strict action against you and you hv to pay 9 weeks delaying baggage pls contact me [protected] and my address is 67 pendaraves street New Plymouth Taranaki 4310

Thanks

Madhu

Had been talking To Fabian and Agnus nit long ago over the phone and upon checking was told that my tickets purchased to travel to Fiji on the 29/09 is a lite fare and only has 7kg and no 23kg included. To purchase this you need to pay $100/person.this is rip off everyone. I have never been happy with fijiairways service and now they made it worse. Please don't travel with them anymore coz they ripping us off.

Boked my tickets December 2022 and a few days before travel date they sent an email asking about COVID vaccine proof and COVID insurance. I did'nt have COVID vaccine for health reasons and they said any proof from my doctor had to be submitted to the airlines at least 10 days before Travel Date. Since that didn't apply to my situation the customer service said cancel the tickets and we will give you credit for future travel.

They sent me an email saying the credit will be good for future tickets for one year ending December 2023.

February 2023 they lifted the COVID vaccine and now I am ready to book my tickets and they are refusing to give me the credit to book my tickets.

They came up with so many different reasons, for example, " we have a long que to process refunds from 2020 and you're in line" another execuse " we are waiting for a reply from your bank" or " you have a NO SHOW so your ticket will be forfeited".

How do I have a NO SHOW if I have an email from FIJI Airways saying I have a credit 3 days before my travel date.

Three and a half years ago, I purchased two round-trip tickets to Laucala Island for my granddaughter's honeymoon. The private resort canceled the reservations due to COVID, so my granddaughter and her husband had nowhere to stay in Fiji. For the past three years, Fiji Airways has sent me emails telling me they are "working on the refund" and have requested my personal bank account information several times. Each time my bank information has been provided to the airline, but still no refund. I do not believe the airline intends to refund the money totaling over $9,000.00. My congressman, Dr. Michael Burgess, always asks if constituents need help with a government agency. The matter will be referred to either the U.S. Department of Transportation or the Federal Aviation Agency.

Fiji Airways should not be allowed to cheat American passengers and be allowed to use our airports. I hope fines will be imposed as the airlines are probably giving many American passengers due refunds the runaround.

Hi my name is sandeep sharma. I bought the tickets for my mother from FIJI AIRWAYS, FJ EQUIPMENT: AIRBUS A330-200 FLIGHT TICKET(S) TICKET: FJ/ETKT 260 [protected] FOR WATI/KAMLA . That time your sales person did not mention to Me to by a return ticket for super visa. In Canada or Fiji immigration it does not require to buy a return ticket, its only fiji airways rule so your sale person should mention me went purchased

the tickets. I will by the return on that time it only $54 different in price. Why did they tell me in last minute when my elderly mom is standing there to be checked in . That it fiji airways rule and not when I called to buy ticket month before.

This very frustrating and panicking moment when we have purchased the ticket and your check in attend is telling us she can't board the flight. This is my 2nd ticket which I have to by in order that my mum can departure from fiji . Book ref 5AXWR2 tickets number is [protected]. I need my $855.16 Canadian dollars back.. by March 1st. 2023 thanks

M

January 21, 2023, website glitched and caused the destinations to switch for Vancouver to Nadi to Nadi to Vancouver. I have spoken to several staff members, on January 21st to expedite this error and have the flight reversed, January 21st, 6:30 pm 20 mins after we noticed the error, they told us we could log in using our reference number 6TQNJU and rebook but they did not credit the flights then at 8:47 spoke to Brian Uliviti 8:47 who told us we would have to pay an additional $5000 Since then I have spoken to Anna, then on February 5 to Meme who said she would call me back, Feb 6, Debra, Vina next. As we are travelling with elderly persons we required direct flights which have now gone up $4000 with this customer service nightmare.

My experience with Fiji airlines is beyond frustration!

I was on a business class flight on the 24th Jan 2023 from Sydney to LA. FJ810 and FJ910. I believe the lady in Syd forgot to tag my bag properly as my luggage was left in Nadi airport not transiting to LA with me. This is the 3rd day I am without my luggage, all my medicine and supplements I couldn’t buy in LA and all my necessities like glasses, something I can’t easily get in a new country.

I have called multiple times. LA airport tells me the same thing that they are waiting for confirmation. No one was willing to help me. They are literally like answering machines saying the same thing over and over again. I also called the Fiji airline number multiple times and no one was answering. I think I’m left no options but to engage a lawyer.

Dear Sir /Madam

I would like to express my utter disappointment with the service I have been provided by Fiji Airways.

I had booked a flight to Fiji in early December on FJ930 on the 15/12/2 however, I wasn’t aware that a return ticket was required and was subsequently denied entry to board the flight to Fiji.

I had re-booked and flew with Qantas through Sydney the following day. Upon reaching Fiji I had enquired with the Fiji Airways office in Suva on Flight credits or reimbursement of a percentage of the fare paid but was informed that this was not possible.

I had initially planned to return on the 27th of February but had some urgent matters to sort out back in Melbourne so I had to rebook a ticket on board Fiji Airways for a flight out at 6pm on Sunday 8/01/22.

I had again visited the Fiji Airways office in Suva on Saturday 7/01/22 to confirm my booking. Upon confirming my flight I was informed that I wasn’t entitled for any credit on the unused ticket from the booking I had made in early December and was again charged over $700 however, I was very disappointed and very disturbed when I was charged twice on my visa card for the same transaction.

Upon enquiring with the lady that had served me I was informed in a matter of fact tone that the refund will be done in 7 days.

This left me in a predicament on how I would be travelling to Nadi as I only had AUD $17.00 left after that transaction was deducted from my account. I am on permanent disability Status with a severe brain injury and these distasteful incidents not only inconvenienced me but escalated my stress levels especially as I was thousands of miles from home without any form of financial support.

I had to subsequently contact friends to loan me some additional funds in order to make my way to Nadi the same day to catch the flight I had booked on the following day.

Given that I was at the end of my holidays and had catered for enough funds to be left in my account or other contingencies including my trip back to Nadi this way disappointing and disheartening and painted an incompetent and utterly distasteful service of Fiji Airways.

I am requesting that my unused flight ticket be fully reimbursed and the double charge to my account be reimbursed without delay.

Should this be an issue I will not hesitate to escalate this matter further with the Australian High Commission, Fiji Visitors Bureau, media, Stakeholders and relevant tourism bodies I see fit to bring an amicable resolution to this matter. It is indeed unfortunate, disheartening and disappointing that the service that Fiji Airways portrays internationally and the one that I had expected is not the service that I experienced.

I hope that good judgement, fairness and impartiality is exercised and my request for a full refund of my airfare that was charged twice and unused flight from Melbourne to Fiji be credited.

Brett Edward Robinson

(+61 [protected])

I changed seating and am ready to pay for them but your site just will not accept it, it keeps saying something is wrong...well it isn't, so i am getting nowhere, will never fly this airline ever again. I have retraced the steps on the computer and rewrote everything twice, and still, your page will not let me pay for the seating, it keeps saying something is wrong. very angry.

Booked flights with Fiji Airways back in March 2020 and then lockdown happened and flights were cancelled. Requested a refund from the company that booked them (Justfly) in May 2020 and was told all through 2020 and 2021 that I’d receive that refund. It never came. October 2022 Justfly CONFIRMED that Fiji would finally be refunding my $2504.21 to the original credit card. Have countless images and emails as proof of this.

Justfly now says that Fiji never went ahead with the refund – even though it was confirmed.

It's now been almost THREE YEARS and my $2504.21 is still not refunded. It is illegal under US Federal Emergency Covid laws to withhold a citizen’s funds for flights not available due to Covid lockdown.

I had a flight from Fiji to Singapore and then to Mumbai with an hour of layover in Singapore.

The airlines first moved their flight timing by 15 mins which made it 45 min layover for me. Then at the Nadi/Fiji airport I stood in line for 45 mins for my check in since they were taking half an hour with each passenger. Once my turn came I was told my layover is "illegal" since it was below an hr. I asked them to show me the law book where it said illegal law was and showed them the tickets where the airline moved the flight timing. For another 45 mins I was made to stand there and was told "I will not give you boarding pass, its illegal" After lot of debate and demanding to see the law, one employee blurted out, if you miss the connecting flight we will have to pay! I was assertive and got my boarding passes. When I boarded I promptly informed the air hostess to let me out first since I have a connecting flight. The staff agreed and came to me twice, saying as soon as seat belt sign is off, you get off first. The flight landed 14min before my connecting flight. The air hostesses blocked me to let business class passengers out first, when they already had the front gate to get out. Then the fiji airline ground staff waiting for me to guide me to next flight started shouting at me- "told you not to take the flight". I did tell him try taking off and landing on time. In 10 mins I crossed terminals by running and twisted my ankle as well! Singapore flight attendants calmed me down and treated me so well as soon as got to the connecting flight.

Nadi- Sigapore- FJ 361, 14th June (partner airline of Singapore- SQ-6141)

I bought tickets to Fiji last April 2021, to this date April 2022, I have yet to receive my refund of over $1900! I have called, emailed, filled out the online refund form and spoken to a few of their agents and all they can tell me is that my refund is in the queue and will be processed in the order for which it is received. My flight was initially cancelled due to Covid, so naturally I requested a refund of my tickets. And still to this date no response of when I can expect to receive it. My last email to them which was 72 hours ago, said that I would hear from someone in 24 hours and that my email was received, but here we are and nothing. I have come to the conclusion that this company is fraudulent and has not intentions of refunding my money. I will be looking into legal recourse at this point. Sad, because I always wanted to travel to Fiji, but this whole experience has soured me up completely from ever having any desire to travel there again.