ComplaintsforAir Tahiti Nui

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Tiare Pass from Air Tahiti Nui November 2023 that promised 4 round trip tickets to different parts of the world (*****, *****, ***********, and Tahiti) for ~$1500. These must be used before December 2024 or they expire. It was not clearly disclosed prior to purchase there are very limited seats for this type of pass. The voucher says there are no holidays but busy during specific holidays. Since I was able to start booking in December 2024, every booking attempt has been incredibly difficult to find available seats. I have been calling every week, speaking with staff and Tahiti Air Nui has been unable to find ANY flights for the Paris ticket. I have been calling every Wednesday since February looking for a flight in September, but there has been zero reasonable availability. Most staff are very nice and understanding, but they tell me to just keep calling each week. Had I known how few seats Air Tahiti Nui had made available for this Tiare Pass (despite seats being available on their website for their other fare types), I probably would not have purchased this ticket. As of today, June 12th, they are unable to find ANY available tickets for ***** in 2024, and it's looking that I will not even be able to use that ticket.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My husband, *************************, and I had round trip tickets from *** to PPT via Air Tahiti Nui. Departure date was supposed to be July 9, 2023. This flight was canceled due to their strike. We were NOT informed of the cancellation by Air Tahiti Nui. We found out on our own after seeing posts on ******** (social media) regarding the airline worker strike. We made repeat phone calls to Air Tahiti Nui days before our flight, as well as the morning of our flight and we kept being told the flight was going to happen OR they would get us on another airline the same day. We were told if we booked a ticket with another airline, we would be charged a cancellation fee. We waited, as instructed, by Air Tahiti Nui, to put us on another flight. The BEST they could do was get us on another airline 4 days later on July 13, 2023. This was unacceptable as this would cut our vacation time by more than 50%. We are requesting compensation under ** 261. We have emailed our request to two different email addresses on 2/27/24 ********************************** and ********************************* which are valid email addresses as we used both to communicate months ago and they have yet to respond to our request. We were already refunded our ticket price; however, due to the strike and not informing us of the cancellation, we feel we are entitled to reimbursement under ** 261.

  Business response

  05/03/2024

  Dear BBB Bureau,

  Please note Passenger have been reached out today regarding their claim

  Thank you

  Customer service 

  **********************

   

  Customer response

  05/06/2024

   
  Complaint: 21638135
  
  I am rejecting this response because my issue is pretty clear and was stated in multiple emails to them, as well as the BBB complaint.  Im asking for compensation under ** 261.  Their response completely ignored this request.  Their lack of comprehension is something we have dealt with since the flight was canceled. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I took Air Tahiti from *** to *****. My luggage was dammed during fly but after I filled all claim form to them , they said will reply to me in 45 days but after a long while I dont get any information anymore. I want a compensation for my luggage of 345 usd when I bought. My email is :ity8888@ hotmail.com cell is ************ Thank you

  Business response

  04/11/2024

  Dear  BBB complaint bureau,

  Please note passenger have been advised to file a claim on our website

  Claims are handled by our customer service department in **************** who will respond as soon as possible 

  KInd Regards

  ***************************************
  

   

   

  Customer response

  04/12/2024

   
  Complaint: 21511763
  
  I am rejecting this response because:
  I was submitted this claim before as the same they said will response in 45days ,but after no response anymore and I tried to email them again to ask but no response anymore.

  This reply is more like an excuse to let you forget about it, So as such a big air company I do want them give me a quick and reliable answer.

  thank you very much.

  Sincerely,
  
  *****************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 2023, Air Tahiti put together a marketing campaign for their 25th anniversary. They marketed that on Black Friday, 250 lucky customers would be able to purchase a Tiare pass for $1525, which included roundtrip flights from ******* or ***********, to *****, *****, ******** and Tahiti. Travel would be made December 2023 - December 1, 2024, could be booked starting December 1, 2023 through their reservation line, and that one should call with two preferred travel dates in case their first one was booked. We were "lucky" to have been able to get through the phone lines and purchase four of these passes. Since that time, we have called approximately 20 times with numerous possible travel dates and been told each time that travel is not possible to ***** or Tahiti. When we look online, we see many open seats (the majority of the plane) on each date we have proposed, but have been informed that very few seats were allocated for the Tiare pass holders, that there is no way for us to directly view what may be available to Tiare pass holders, and that there are no available seats for Tiare pass holders on any of the numerous travel dates we have proposed, and further -- there is no available travel for all of 2024. We have escalated our concerns with Air Tahiti as far as possible and Air Tahiti refuses to put anything in writing. When we write a detailed email with our concerns and request to either book the travel purchased or receive a refund, they write back "please give us a call to discuss further". When we call, we are given the same run around: no availability to travel for Tiare pass holders, and refusal to refund. We have begun recording our conversations for a form of documentation (we inform them of such), please see a transcript of the most recent call, attached. We have not yet taken any travel from this Tiare pass.We are requesting a refund of the $6,996.21 paid to Air Tahiti over the last four months.

  Business response

  04/11/2024

  Dear **** ******************* note we have been in touched with passenger ****** and they were able to book  2 destinations : **************** and ******** and will travel in May and end of June . Passengers can redeem up to 4 destinations based on availability

  Kind Regards

  *********

   

   

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I submitted below claim to Air Tahiti Nui on 5/6/23 and received reference #TN2305070001, but I have not heard from them. "My flight TN52 from Tahiti FAAA to ******* SEA on 4/29 was canceled and we agreed to be rescheduled to 5/2 TN52 from FAAA to SEA. Then 5/2 TN52 was canceled again and we were rescheduled to 5/3 TN102 from FAAA to *** and TN2451 from *** to SEA. When the flight was canceled for the 2nd time, our hotel concierge tried multiple time to clarify the arrangement. We didn't know if we would get the premium economy seat from LA to SEA and if your company would pay for additional hotel room and meals as ****** did not see our name on the list of passengers who needed accommodation on the night of 5/2. Since nobody was able to get through to your company via phone, we decided to head to the airport at 6pm on 5/2 to reach out to your staff. At the airport, the counter was closed and nobody was available to talk to us. This incurred a taxi cost of about **** CFP. From *** to SEA, we were squeezed into the back of economy seat as TN2451/****** **** was completely full. As I have tendency to get air sickness and ***** has hip issues and sleep apnea, we generally carefully plan our flight to purchase premium economy (more space and near the wing) and avoid very late flight. Our plan was completely disrupted by your cancellations. We are still trying to recover from the tedious flights with layovers. This is unacceptable to us. Please reimburse 1) 4/29 2700 CFP taxi expense 4/29 from FAAA to Hilton 2) 5/2 **** CFP round trip taxi between **** and Hilton (attempt to contact your staff at ************ as we were not able to get through to your office via phone)3) 5/3 2500 CFP from Hilton to FAAA and Please refund Premium Economy amount from *** to SEA portion as we flew Economy from *** to SEA. We paid ******* USD per person for Premium Economy round trip non-stop between SEA and FAAA. Total cost was ******* USD "

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased tickets from ************* to ********, ***********, via *******, Tahiti. The entire trip from ************* to ******** was managed by Air Tahiti Nui. When we arrived to ******* we learned that our flight to ******** was cancelled. (Date: Feb 13, 2023, Flight number: NZ903. This is an *** *********** flight, managed by Air Tahiti Nui.) Air Tahiti Nui rescheduled our flight 6 (!!!) days later, as the earliest possible one. Consequently, we needed to stay in a hotel for 6 days in *******, Tahiti. The representative of Air Tahiti Nui was not even willing to discuss who will pay for our hotel or meals. They told us that even though the flight is managed by them, it is an *** *********** flight; therefore it is not their problem. When we arrived to the hotel the attached sign waited for us stating that *** *********** accepts responsibility for NOTHING either and all cost is on us. The 6 days hotel stay cost us $1,321.46 even though we used the hotel that the airline suggested as the cheapest in town.When the following morning we went to the ****** of *** *********** they told us that it has nothing to do with them and they sent us to the ****** Air Tahiti Nui, and finally Air Tahiti Nui actually rescheduled our flight 6 days later. So, clearly, it WAS their flight, even though they denied it. This is 100% unacceptable, we never heard of an airline that doesn't provide accommodation and meals for cancelled/rescheduled flights.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife and I flew on Air Tahiti Nui from *** - *** on December 23rd. When I arrived in AKL on December 25th both our bags did not show up. We filed a claim with Air NZ baggage services at the airport and never heard back. Air Tahiti Nui repeatedly ignored our emails and provides no phone number for customer support in this instance. When they did respond to messages their response was wholly inadequate. Ultimately someone with *** baggage services reached out on Jan 7th to say they had our bags. They were returned to our house on Jan 12th. One of the bags arrived damaged. I have reached out several times requesting compensation, and sending an itemized list of costs as well as receipts, which have been completely ignored by Air Tahiti Nui. I even sent a certified letter with the listing and receipts which arrived over 2 weeks ago and has been ignored. Air Tahiti Nui is required to provide compensation as outlined in the Montreal Convention of ****.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I contacted Air Tahiti Nui on 9/21/2022 regarding the experience that I had and no resolution has been agreed upon. I have emailed and reached out multiple times and the responses keep becoming less and less frequent. It has been over a month since I have received a response and they company continues to ignore my request to be transferred to a U.S. representative. I have attached a document with the original complaint sent to Air Tahiti Nui and may also provide email threads that show a lack of communication and understand from Air Tahiti Nui. I have been offered miles, which are useless to me. Each agent tells me they can increase their offer of miles (which I dont want), but fail to read the previous emails. I have had representatives say they were going to offer more miles and offered less than the previous person. I will not accept miles, but this just proves that there is an issue. They are not even able to keep track of what has been said and it is clear that more training is needed. I am requesting a full or partial refund and will not let this airline get away with how they conduct their business.

  Customer response

  02/27/2023

  Hello, I am unsure what information is needed. I am requesting a full or partial refund from the airline. The minimum would be for the extra price I paid to select my own seats. This was not only unnecessary, but I also did not receive my assigned seats. The total paid for the seats was $120. The total price of air was over $1,000. I can contact ****** if an exact amount is needed, but they have been refusing to even refund the $120, so I highly doubt they would refund the entire trip, but they should have the total amount paid, as well. Please let me know if additional information is needed. 

• Initial Complaint

  09/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I checked into my flight on 9/9/22 and flight was cancelled. Due to no availability of connecting flights or hotel to get to my destination, I made decision to cancel my trip. Air Tahiti Nui could not give any information on when I could get my checked bags back in my possession. I have visited the airline check in desk several times for 2 days following the cancellation, no service. No one returns any calls or answers phone. Customer service is non-existent. I m now sitting once again on 9/11/22 at the check in desk. They have confirmed tat they do have my bags but no one is taking any initiative to go find and get them from where they are being stored. I have been here for 2 hours and nothing again. This airline treats their passengers with absolutely no care or respect. When they cancelled our flight, there was no announcement. We were only hearing from other passengers that there was something wrong. They set up hotel arrangements for the night but many of the passengers did not get a room when arriving at the hotel. I was one of the lucky ones. Now I just want to be treated with courtesy to have someone care enough to go locate my bags do I do not have to make another trip to the airport (120 miles round tip) to again end up empty handed. They will not even provide forms to officially file any complaint or claim for my missing belongings. I will never use this airline again and will do everything in my power to let other potential victims of their horrible company know to avoid this airline at all cost . ********************************* ******** DO NOT support this company in continuing to provide horrible service to the public. Spend you money with a company that deserves you patronage.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/15) */ Dear ***, After careful review, we have gotten in contact with the airport team regarding the luggage. Passenger has picked up her bag on Tuesday. On Monday, the airport called her to let her know that the bag would arrive on Tuesday, offered to deliver it but said she would come over to the airport. Passenger had airport team's phone number and was given updates about the bag. We will consider this case resolved and closed. We apologize for the inconveniences this has caused. Thank you, Kind Regards,

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On *** X XXXX we had an emergency landing in Manchester, without warning the pilot dropped the plane at an extreme angle and speed that my wife and I started screaming fearing the worst. When I asked multiple flight attendants "what's going on!!?" "Are we going to crash!!?" they stayed in silence and panicked all over the plane. Once we landed in Manchester, we were kept against our will inside the plane on the runway for over 9 hours without any food or water, during this time we kept getting different responses from the pilot and from the flight attendant, the plane had to be fueled , meaning the plane was not fueled when we departed Paris, our life was put at risk for negligence. After 9 hours the pilot finally stated that we would have to return to Paris due to being on the plane too long for his shift. We took off about an hour after we were told , the plane reached altitude and we expected to reach Paris within an hour like we were told, after only 25min in the air the plane dropped! heading for mountains and fields with no visible city in site, making sharp extreme turns in extremely low altitudes! going in circles and again we were told we could not land in Paris due to the plane being too heavy to land do to fuel, we then were told multiple things about were we would go and ended up flying in circles for hours and hours , dropping rapidly and turning in extreme turns. My wife and I have not been able to recover from this trauma , we have spend days crying about the day we almost died, after promising us a full refund for the air fair, parking arrangements and expenses , they never did. I disputed this with my bank and they had the audacity to fight it and charge me. I video taped the entire flight from the beginning, every comment made by the pilot and flight attendants. I will be contacting a lawyer and will contact other passengers, they lied and said it was a medical emergency and even if it was their negligence and bad decisions almost killed us.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/23) */ Dear Sir, Madam, We acknowledge receipt of your request regarding the file referenced #*******. We would like to inform you that we have sent a response to the concerned passengers on June 23rd 2022. Our flight was forced to divert to Manchester Airport due to a medical emergency on one of our crew members. Air Tahiti Nui's priority is to ensure the safety and health of its passengers and crew members, which remains the company's top priority in all circumstances. To this end, Air Tahiti Nui thanks all of its passengers for their understanding regarding this exceptional situation . Following the mandatory controls from Manchester which took longer than expected, the original flight program was no longer possible. Indeed the legislation on the maximum working time of the crew, forced us to return to the airport of Paris so that another crew can carry out the flight and also allow us to accommodate our passengers after this long journey. We understand the uncomfortable conditions during the long hours of waiting, but since this was an emergency situation, we would like to draw your attention to the fact that our crew has done their utmost to be able to inform you and respond to your requests. Several events required the intervention of the authorities in Manchester as well as from our headquarter in Papeete, likewise by the french authorities to allow the landing in Paris. Unfortunately, we are not able to respond favorably to the customer's request. Therefore we have propose them and according to the EC 261/2004 regulation an indemnity of 600 euros each (six hundred euros). We are now waiting for the customer's agreement form. Kind regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩