ComplaintsforAir Tahiti Nui

• Initial Complaint

  06/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My husband booked our honeymoon trip though Costco (7 night deluxe OVB at Conrad Bora Bora) and he paid to upgrade "ROUND WAY" to business class at LAX (Los Angeles International Airport) We asked the lady to confirm it's for both ways upgrade and she said YES! She even said we are going the have the same seats 1A & 1B back to LA since it's the best seats with more zoom. When we checked in Tahiti airport after 7 amazing nights in Bora Bora they said we only paid for one way upgrade and we need to take economy back to LA! The lady who helped us her name is ***** and she was so rude. She was yelling at me saying there's nothing she can do since it's not her fault. She didn't apologize at all and started yelling at my husband as if we were trying to get free tickets. I know they don't like Americans but this is totally unacceptable! As soon as I took out my cell phone (I was going to check the receipts we paid in LA) she thought I was taking picture of her and she threthened to call French Polynesian police!! After we paid another 3 grands to upgrade (they do have many empty seats not sold but I guess they just play dirty?!) My husband asked to talk to their manager and after we explained everything to manager ***** came out again and started yelling at me and said she needed to check my iPhone and if she sees any of her pictures she is gonna call police right away to arrest me?! On my honeymoon?!!! (I did show her my photo albums on my phone for all my honeymoon pictures) This totally broke my heart and ruined my honeymoon trip. I really don't know what to do since everything was so perfect (nice hotel, nice islands with friendly Tahitians) until the last day. This airline is a monopoly so I think they don't really care about "Americans" feedback. But this is totally wrong way to do business.

  Business response

  07/20/2022

  Business Response /* (1000, 8, 2022/07/05) */ We would like to inform you that a file was opened via our webform on June 12th and its on process at our end under ************. We have made an acknowledgement on June 14th and the response below on June 28th: "We are following up your request concerning the inconveniences encoutered during your check-in for your flight TN 002 due on June 11, 2022 from Papeete to Los Angeles. We thank you for reverting to us and would like to give you more precision about your resvervation. When you made your reservation on March 15, 2022 with ALTN, you originally purchased your seats in Moana Economy for your round trip. Then, on June 3, 2022 you bought an upgrade from Moana Economy to Poerava Business for both of you for your inbound only Los Angeles - Papeete. To do so, you have paid USD 1,460 each with your agency. We are sorry to read the confusion that might have occured, and that your vendor did not inform you properly. Also, we have well understood that you believed this upgrade were for the entire round trip whereas it was for your inbound only. Also, when you presented yourself at the counter for your flight Papeete to Los Angeles, as your return ticket were in Moana Economy, you were ask to pay an additionnal XXX XXX francs each in order to be able to travel in Poerava Economy. Otherwize you would have been required to travel in your class of reservation, Moana Economy. Consequently, we would like to inform you that no reimbursment is to be proceessed. We have well noted the behavior of our service provider at the check-in, and would like to present you our sincer apologies for the inconvenience. We ensure you that your comments have been forwarded to the appropriate department. We would like to thank you for your understanding" Pax is still not agree with our response. Kind regards Consumer Response /* (3000, 10, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The recent response says I purchased the upgrade (economy to business) through my agency which is not true. I purchased the upgrade at LAX Air Tahiti Nui check in counter with ground staff. The ground staff who sold me the upgrade needs to be responsible for the information she provided to my husband. If the round way seats upgrade was not possible, she should've told us so instead if of saying YES THIS PRICE IS FOR BOTH WAY AND I WILL MAKE SURE YOU HAVE SAME SEATS ON THE WAY BACK TO LA. This is has nothing to do with my vendor or agency and I feel Air Tahiti Nui is not a honest company and I am afraid this will happen again when I travel to Tahiti next time.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Friday, May 20th, Tahiti Nui held us and my husband as passengers in the cabin of the airplane for nearly 6 hours. The first update was given 30 minutes into the delay, and we were told there would be 30 additional minutes. We did not receive another update for an hour, that said the delay would be one hour. 3 hours later, we were still trapped on the cabin. We are requesting the flight compensation of ********* per passenger that we are owed under law due to EC Regulation No 261/2004 of the European Parliament and of the Council (Article 5, 3.) Furthermore, we do not eat fish and the only food they allowed us to purchase with the voucher was a set meal of fish. We purchased a meal at the restaurant as well as drinks we would like to be compesanted for as well. Currently, Tahiti Nui is attempting to close the deal with a compensation of 8,000 miles via their loyalty program which is unacceptable to us. We would like to be paid what we are owed for the suffering and inconvenience we experienced, as well as loss of work which far exceeds the********* we are owed.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight for myself and son ************ for vacation that departed ************************* p.m. flight was delay more than an hour. We were the first passengers ** check in our luggage on Flight #*** non stop to ****** at approximately 1:30 p.m. At which time we checked in 3 pieces of luggage. Air ****** *** charged me $80.00 for the additional luggage. Confirmation #****** Prior to landing in ****** *** where I had to stay overnight to catch my flight to ********* the next morning a flight crew member came to my seats to inform me that one of my bags did not make the flight and that I needed to go to baggage services when the flight lands in ******. I did and see attached claim information. I was given a T-shirt and some shorts in a bag because the bag that was left in ** had all of my clothing and essential items and my medications. The next morning Friday 4/15/2022 I had to board a flight on Air ****** to ********* without my bag. All day Friday and Saturday I called the airline and emailed them. No response. I contacted **************** global services for Assistance and they followed up that they too could not reach anyone. So for 3 days of my vacation was disrupted no clothing no essentials no medications. Finally on 4/16/2022 my bag arrived to my hotel. Been submitting claim via website no respond no help when calling only able to leave messages no return calls

  Business response

  06/29/2022

  Business Response /* (1000, 6, 2022/05/26) */ Dear ***, Thank you for reaching out to Air ****** Nui. We have received the passenger's claim through our Clientele department. Passenger arrived into ****** on 15April2022, and filed a claim that morning. The bag arrived to the hotel in ********* on 16April2022. Per the Montreal Convention, Air ****** Nui has offered the passenger a total of USD*** for the delayed baggage, as final settlement. However passenger has denied the offer. We have also asked the passenger to provide receipts of any payments done while the luggage was not with them. Consumer Response /* (***0, 8, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This statement is false that Air ****** Nui has stated. I left *********** on 4/14/2022 a Thursday its an 8 hour flight. Was notified while enroute to ****** that my bags did not make it before landing. I stayed in ****** overnight without my bags flew to ********* on the 15th still no bags. I got the bag on Sunday April 17th so as I stated for 3 days I had no clothing essentials or medications. I contact *********** as I was not able to reach anyone for days concerning my bag. And neither was ***********. The intercontinental ********* can contest to this fabricated story the airline has provided. That was my dream vacation I suffered damaged not able to bath in my soaps due to severe allergies. So $*** is not sufficient when as stated by the department of transportation if perhaps the bags are delayed they will be delivered within 24 hours. Not 3 days. To the airline need to make this Right and reimburse me for my 3 days of trip disruption. Business Response /* (4000, 10, 2022/06/16) */ Dear ***, Air ****** Nui has followed the delayed baggage rules per the Conditions of Carriage, and per the ******** Convention. Passenger has denied Air ****** Nui's offer, and is in communication with our clientele department. No receipts have been sent to the airline for purchases due to no luggage. Due to inconsistent information, our Clientele department is in contact with the hotel to verify when the luggage has arrived to the passenger. Per company rules, any compensation agreements need to be finalized through them. Consumer Response /* (4200, 12, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept **** for a trip that cost me over ******** that Air ****** Nui has clearly broken the law and safety of passengers. Allowing passengers to fly without their checked bags. Leaving me stranded 5600 miles away from home without medication clothing or essentials. Ruining my Easter holiday weekend for me and my son. This Airline is the worse I've seen. They could've at least accommodated us our airfare or a future ticket. But would rather risk paying court cost and Attorney fees if this matter isn't resolved to my satisfaction.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased tickets to travel to Tahiti on Air Tahiti Nui. COVID restrictions required cancellation of the first trip so we have a credit with the airline. Restrictions now require full vaccination and boosters to enter the country. This prevents us from being able to use the tickets. The airline will not refund our ticket price even though they are no longer of any use to us.

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/21) */ Dear BBB, We have been contacted by the passenger requesting a refund through a DOT case. A refund for the passengers has been approved, and an email has been sent to Chase travel. They will process the refund accordingly. Thank you, Air Tahiti Nui Consumer Response /* (2000, 7, 2022/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received refund as requested

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, i had a scheduled flight with air tahiti nui on january 4th 2022 from paris to los angeles in the morning. We got into the plane, started to fly, then after about an hour and a half they make us land in manchester, without telling us why. Then once landed, they tell us that a crew member is sick, so we had to land and we will leave again in about an hour to Los angeles, It turned out that we stayed more than 8 hours inside the plane, we didnt move or left manchester at all. They were only giving us false information to calm us down, every hour they were telling us that we are going to fly again in about one hour. Every hour we were supposed to fly in an hour. Terrible comunication. We didnt have proper food, or anything until so many hours after. We couldnt get off the plane or anything we were like prisoners. After many hours have passed, they finally served us a meal. i had to wake up ay 7am for this flight, and ruined a whole day inside a plane not comfortable at all. In the end, the outcome is that we had to fly back to paris so late at night, after midnight definitely, the company put us in a hotel, we arrived at the hotel at about 3am, without food, then they scheduled another plane for us the next day in the morning, we had only 3 hours to sleep which was terrible terrible and terrible! I had to buy my own food, and i also missed my connected flight from LA to Honolulu on january 4th because of them. So, i want to com plain that my flight was delayed then canceled definitely more than 3 hours or 8 hours or even more because in the end we flew the next day. What i am asking is the full financial compensation that iam supposed to receive by law, which should be 600euros or more, and plus i want a refund for my ticket from LA to Honolulu. I contacted the company, but all they want to offer me is 8000 miles which i refuse!

  Business response

  04/14/2022

  Business Response /* (****, 5, 2022/02/15) */ Dear BBB, Air Tahiti Nui made a landing in Manchester due to a life-threatening emergency. The aircraft was forced to make an emergency landing. Due to engineering and clearance in a new country, the departure took a delay. Both were beyond the control of the airline. The airline has offered miles to the passenger to be redeemed on TN to be used on any route that we fly. It is not the responsibility of the airline for onward commencements. The responsibility of the airline is to take the passengers from the point of origin, to the destination, which we have done. Thank you, Kind Regards, Consumer Response /* (3000, 7, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The airline refunded me 600euros which is okay, but i dont accept their answer because they dont want to accept the responsibility of their mistake. Their responsibility is NOT to take the passenger from point a to point b, the airline's responsibility is to take the passenger from point a to point b on the date and time that we purchased the ticket and arrived on the time we are supposed to arrive. so dont say that you fulfilled your responsibility and you should ADMIT your mistake. Letting people inside a plane for 10 hours without having a right to leave the plane or having any information is like prisoners, like jail. i was not conviected of any crime to be locked into a plane without any rights. for this i should ask another **** dollars extra, so admit your responsibility and your mistake and dont say that you did your job. Because that is not true. i missed my plane from los angeles to honolulu because of them, they never suggested to refund me the price of that ticket too, and the food i bought at the hotel when we had to spend the night etc etc.... Business Response /* (4000, 9, 2022/03/07) */ Dear BBB, According to our head office, the passenger *** been compensated 600EUR (approx. 665 USD) and has furthermore signed the agreement as a final settlement. Please review the attached and signed file. As such, Air Tahiti Nui considers this case closed. Again, the airline landed due to imminent threat of death. The aircraft did not land in Manchester voluntarily. Thank you, Kind Regards, Consumer Response /* (4200, 11, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This airline is not willing to admit their mistake. They made a mistake they have to apologise for it and admit it. A company who is worth millions of dollars ie not even able to admit a misyke? They didnt land volunterily okay, but you can still apologise for something you do unvoluntarily. Their agreement is not a lawful statemen it has absolutely no meaning. If i take this agreement to a lawyer i can sue them for trying to buy me out. This is not a document recognised by law. And the 600 they refunded me, is because the law requires it. It js not because they want to be nice. Because of their refusal to admit their mistake, i am requestinf also a refund for my ticket from los angeles to honolulu. After they refund me the price of that ticket, i will consider this case settled. Not before

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged a **** penalty fee for no reason when I had already prepaid the entire airfare through Priceline. I need this $300 refunded back to my credit card. Receipts are attached.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/09) */ Date: 09 Dec 2021 Dear*********g, Thank you for your patience through this process. Due to Government directive beyond the control of Air Tahiti Nui, thousands of travelers have been impacted, each of whom the Airline is assisting. Unfortunately, we are not able to view any attachments on this case. Looking the name "***********" in our system, we are only able to find tickets operated by VT, Air Tahiti, the inter-island carrier. We follow the rules of Air Tahiti. If this was a voluntary change or cancellation, then ticket rules follow. Please refer to the travel agency and VT regarding the tickets. Kind Regards, Customer Service

• Initial Complaint

  11/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Through Chase I booked the cheapest flight possible to Paris from Lax in March of 2020, before the COVID-19 Pandemic took its effect on the world. The cheapest option possible was a 1 way ticket from LAX to CDG and another 1 way ticket from CDG to LAX. Understandably, everything shut down and I was given flight credit. However when it comes to rebooking the flight with Air Tahiti Nui it's borderline criminal. The entire trip originally cast me $****. Now to rebook the same flights the total comes to a staggering $******. The images I've attached can attest to this ridiculous price change. Who in their right mind has the finances in a changing pandemic health care crisis to confidentally purchase these tickets? Back in March when I spoke they extended the flight credit until October 5, 2021 for travel to be completed by October 2022, which is fine but again who would be willing to pay $****** for a trip that has the potential to be canceled and for the customer to have their money and flight credit in limbo? Even to this day the prices remain the same and of course my flight credit has expired due to my genius of not paying $****** for a flight that originally cost $****. Who also has the time to frequently check the Air Tahiti Nui website where they bury the rebooking travel critieria to be able to see that they are constantly changing their policies making it difficult for any customer to confidentally book a trip. I was bounced around from chase customer service to air Tahiti customer service just to be told to wait and see if prices drop. 8 months later the prices remain the same to any destination within the same circumstance and in one instance I was on the phone with Chase and Air Tahiti Nui representatives for over 4 hours as both parties could not figure out their own policies. At this point I just want my money back and to never here from Air Tahiti Nui again.

  Business response

  12/07/2021

  Business Response /* (1000, 8, 2021/11/29) */ The email below has been sent to [email protected] on 11Nov2021, and an authorized email for a refund has been sent to Chase Travel Date: 11 November 2021 Ref: *************** Ticket Information: ************************************** Dear *********, Thank you for your patience through this process. Due to Government directive beyond the control of Air Tahiti Nui, certain of our flights have not been able to operate. This has impacted thousands of travelers, each of whom the Airline is assisting. A full refund is now authorized. As your ticket was not purchased directly with Air Tahiti Nui, the refund authorization will be sent to the Travel Agent. Please allow several days for this authority to reach your Travel Agent, who will then process the refund. Very Cordially Customer Service Consumer Response /* (2000, 10, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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