Business ProfileforFiji Airways

Ticket Ref# 5KLKYU - The worst experience ever. My mother who is 85 years old got sick in **** around Mid-May and could not travel on her expected date of travel (08/06/24). I contacted Fiji Airways and asked them what could be done to extend her departure date. They advised if she is under the care of a physician, we will need a doctors letter stating her condition. I had my mother get a doctors note which cost her $75 FJD and submitted the documents (eTicket copy, doctors note and passport copy) to Fiji Airways on 23/05/24. I got automated response, and nothing happened after that. On 28/05/24, I contacted Fiji Airways again and was told that someone will contact me in 48 hours. I also submitted the same documents again and got automated response and nothing happened after that. On 03/06/24 I contacted Fiji Airways again and was told by **** that she will escalate to a supervisor and will get back to me with a resolution. I didn't hear back so I contacted Fiji Airways on 04/06/24 and spoke to Liku again and was told my request was approved and had to pay $1,800 and some change. I told her that was beyond realistic and asked if she can see any others dates that would be cheaper for my mother to travel. **** stated she would and get back to me. I am so sad and upset, we all look forward to our beautiful Fiji but since Fiji Airways is the only carrier it is a monopoly game for them ...ripping clients off, its all about business for them. About time Fiji should have more carriers who can look after the interests/wellbeing of their clients while doing business. I didn't hear back so I contacted Fiji Airways on 05/06/24 and spoke to **** and my God she was a savior and helped me all the way, she was nice about the whole thing. Though I had to pay about $600 (penalty and fare difference) which is the same amount I paid for the return lite fare, the service provided by **** was amazing. Overall, I am very disappointed with Fiji airways fare structure and service.