Fiji Airways Avis 

Operator had no idea what my booking was telling me I could not cancel until I told her that I was allowed to. Failed to issue a refund after 1 Month had to keep chasing them and Emails are not answered

We have had nothing but problems with our booking and followup customer service. A staff member at Melbourne airport did not follow correct procedure and would not allow check in causing my partner to miss his flight and ongoing connections. This cost us thousands of dollars in additional flights. We also emailed the customer care team with updates on our booking references and they still managed to get it wrong and separated us on the return flight. After hours of trying to rectify this they said they would refund an upgraded seat and sit us together. We followed instructions to the letter and next thing we know we get an email saying we wouldn’t be getting the approved refund. Back on the phone and they say no, we are eligible and they will follow up. On and on we go still no refund. Just terrible customer service.

I am writing to express my deep dissatisfaction with the multiple discrepancies in the information provided by your staff, which have led to a significant overpayment on my part and an extremely frustrating experience. If I had been provided with the correct information I would have shipped this bag back to Sydney for $340 through DHL. Which I had organised prior but after speaking with your staff I decided to bring the bag with me on the plane and in the end, your staff damaged my bag and my snowboards which caused irreparable damage.

Despite my efforts to clarify the extra baggage fees through emails and calls, I received inconsistent solutions from different representatives. On the 29th December, I sent a detailed email asking for the cost breakdown, it was advised it would be $396AUD for the oversized bags and extra luggage to Sydney. I asked for more clarity and received no response which prompted me to call up.

On the 17th of January I was assured that I dont need to pay the $396AUD for the extra oversized bag and that since it is sporting equipment I can split my baggage allowance into two& I had to pay $190CAD for oversize fee, I was assured that I would have notes listed on my reservation to assure this, only to be given conflicting information on subsequent calls and at the check-in counter.

The promised email confirmation never arrived, leading to a call on the 18th of January, where a representative confirmed the arrangement and noted it on the system for the check-in staff. However, upon reaching the check-in counter on the 19th of January, there were no visible notes, and the assistance provided was unhelpful. This caused delays and stress at the check in counter whom advised that we need to pay the extra baggage fee & the oversize fee and they will raise a complaint on their end so we can then reach out after to get a refund. Extra paid was $470CAD, which was meant to cover all the way to Sydney.

To make matters worse, on the 21st of January, I was shocked to learn that the extra baggage fees were not covered all the way to Sydney, as previously indicated we had to pay another 260FJD, which was strange as we were also advised that we only needed to pay extra 120FJD at most here as we have 2 bags each due to flying business, when it came to check in, it was advised we had to pay again for the extra bag. This has resulted in me paying four times the initially agreed-upon amount, causing significant financial and time-related inconvenience. The total in AUD paid for this service was around $750 AUD.

To make matters worse, my snowboards were damaged by the negligence of your staff, these snowboards were new and was damaged in transit from Fiji airlines

As a frequent international traveler, I must emphasize that this experience with Fiji Airlines has been the most appalling in my extensive flying history. I fly overseas five times a year, and the lack of consistency in advice and misinformation have tarnished my perception of your airline.

If a resolution is not reached promptly, including a refund for the overpaid baggage fees & compensation for my snowboards, I am prepared to escalate this matter further. I request a thorough review of the recorded calls, as I believe they will substantiate my concerns regarding the inconsistent guidance provided by your staff. I was also hung up after waiting over 40mins on hold asking to speak to a supervisor.

It is crucial for your team, whether from emails, call centers, or check-in counters, to deliver consistent and accurate information to ensure customer satisfaction. I hope we can resolve this matter swiftly and amicably.

This is not the airline to book your travels with! 3 times in a raw my flights got delayed for silly reasons. This affected my connecting flights. Fiji airways always has one excuse to give which is due to operational issues flights are delayed. I suggest pay more for other airlines with less luggage than paying for this gross fiji airways. Fiji airways needs to fix their silly issues before accepting customers bookings. Never ever will I travel with this airline nor will I recommend this to anyone ever!

Fiji Airways Price Gouge existing customers by charging $4,874 to change a booking that originally cost $999 and is still available for new bookings at the same $999. The ability to change a Fiji Airways Value Fare booking is extremely expensive even if a fare of the same type and class and cost to that originally purchased is available Fiji Airways will try to charge an additional $4,874 “fare difference” to make the change plus the $130 change fee. Obviously it would be cheaper just to make a new booking for $999 and forfeit your existing booking so although this value fare is advertised as allowing changes for a penalty of just $130 in reality it is not changeable at all. Fiji Airways offers an unchangeable Lite fare, a changeable value fare and a refundable comfort fare in economy class. The lite fare Wellington to Tokyo return is $899 and value fare $999 return when they are on sale.
I booked the Economy Class Value fare which allows changes for $130 plus any applicable fare difference.
I needed to change the outward date from 29 Nov to 27 Nov and waited to the fares were on sale at the same price as my original booking and the dates were available. I phoned Fiji Airways who told me it would cost $1,824 plus $130 change fee. When I said I could book a whole new fare for $999 I was told that was internet only. So I phoned up and asked to make a new booking and was told it was $999 plus $20 service fee. When I asked why this fare wasn’t available for existing bookings I was told it was only for new bookings and you could not use this fare for existing bookings because it was fare code “P” and the existing booking was fare code “T” and you can change to a lower fare although in fact the fares and type were exactly the same value fare for $999.
I tried this again on two different occasions and was told a different cost each time $2,380 plus change fee and the second time an amazing $4,834 although to make a new booking with same class and value fare type was still only $999.

This price gauging of existing customers clearly contravenes Fiji Airways Customer Service Plan which states

1. Offer the lowest available fare We will offer the lowest fare for which you are eligible for the date, flight and class of service you request through fijiairways.com; through our telephone reservation system; at airport ticket counters, and at city ticket offices.

The reservations staff were patently not offering the lowest fare available for the date, flight and class of service I was requesting through through the telephone reservation system as every time the fare I got through Fijiairways.com or as a new booking through telephone reservations was $997 over $3,200 lower than the fare being quoted by reservations to change an existing booking the date, flight and economy value fare all being exactly the same.
Each time I complained and asked why Fiji Airways were not adhering to its customer service plan I was told to contact customer service using the complaints form who then responded telling me to ring reservations who would give me the correct fare.
This ever decreasing circle happened 3 times and involved hours of waiting on call lines and broken promises that reservations would contact me.
So why does the reservations centre quote a lower fare for new bookings than if you tell them you want to change an existing booking ?
Both times I tried if I said it was a new booking the reservations centre quoted me a fare the same as my original booking. But as soon as I said I wanted to change an existing booking the fare miraculously shoots up to over $4,284 more - Fiji Airways said this is because the original booking was fare code “T” and the new booking was fare code “P” and this fare code was only available for new bookings - this contravenes Fiji Airways own customer service plan and is a completely unacceptable practice designed to price gouge existing customers and needs to be brought to the attention of consumer affairs department in New Zealand and Fiji and the travel media so everyone has transparency over Fiji Airways price gauging practices.

I still haven’t received a substantive response to my written complaint submitted following the guidelines in Fiji Airways Customer Service Plan which states “We respond quickly to our customers’ complaints. If you have a complaint regarding our services or our product, we want to hear from you. We will acknowledge written complaints within 30 days of receipt and we will send a substantive response”
I just received a response from customer services they said you cannot change to a lower fare and as I paid $1,008 (including $20 service charge and $10 card fee) I cannot change to a $997 fare as it is less than the original fare. In fact this is nonsense because the new fare is $1,027 including booking and card fee buyer beware !

@FijiAirways I hope you apologize. You took my mother yesterday, who is a senior woman and has a physical disability, out of the airplane FJ418 to test for cocaine in her bag an clothes only because she is Colombian. What an abuse. I would not recommend your services to anyone.

i urgently need to rebook a flight due to a schedule change caused by the carrier, i have sent several email receiving no replies in over a week, i called the european customer service, noone answers the phone. stay away from this company

The website changes fare type without notification, so that when changing my flight date--fee charged--I was bumped from the fare I was choosing to a fare that didn't include a checked bag for the return flight. This is a known issue with the website, and yet I am made to pay for the website changing my fare type without notice and without consent.

Zero accountability.

Unless you're stranded or have absolutely no other choice, don't use this airline.
They can cancel your flight and then charge you $116 for you to get a refund (of the flight that they cancelled!).
How can this be legal?