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Business Profile

Airlines

Fiji Airways

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 56 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/16/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 3.25.24 at *******************/check in counter I asked ******* if there are any open rows he can move my husband and I to for free? He said it was pretty full but can put me to row 46K and 46H, and I can buy a middle seat for $99.00 which I did. Once we boarded, I saw not only our row had an extra seat (so I didn't have to pay the $99), but at least another 6 fully open rows to my left and behind me. Before take off I saw 5 passengers move around and take up entire rows (one directly behind me). Needless to say I was very upset because ******* at the counter was deceitful charging me $99 knowing a least ***** seats and some entire rows were open. I called them on 4/3/24 but was told to file an online claim which I did the same day. On 4/11/24 I filed another claim asking for an update to my initial claim but still haven't heard anything. I would like the $99 credit back to my card please.BOOKING REFERENCE # IS: 6RMIAB 3/25/24 FLIGHT FROM *** TO NADI FLIGHT # FJ811 ONLINE CLAIM FILED ON 4/3/24 #: FJ20240404-74130

  • Initial Complaint

    Date:04/03/2024

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of the Transaction: 12/28/2023 The amount of money paid to the business: $1312.97.

  • Initial Complaint

    Date:02/28/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    this company at last minute drops outrageous charges to fly on the airline aftger already paying exhorbadent fees for a ticket to begin with

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Transaction Date and Amount : 27th Nov 2022 and AUD $3527.42 Transaction Description / Merchant Name : flight with **** Airlines ,Problem: Flight from ****** to **** was booked via Booking.com with **** airlines for Dec 2022. Due to unavoidable circumstances we couldnt fly in Dec and called **** airlines and informed before the date of travel. They overtook our tickets from booking.com and informed that we can use the flight credit for rescheduling our flight for future date. Since last month I have been calling them to reschedule my tickets but I am told my ticket is with refund status. I never requested for a refund and havent received any refund as well. Both booking.com and **** airlines have made fraud with my booking credit and someone has requested refund on my behalf and I am left with nothing. Both are denying and blaming each other and I am at loss of my flight credit which I wanted to use and reschedule for future date.

  • Initial Complaint

    Date:11/13/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought two tickets from Expedia for a trip from *** to ********, ****** to Nadi and **** to *** on 8/2/2023. The booking ID is 3T3ZAJ. The total amount paid was $2029.30 USD and that included the three flights above for both me and my travel partner. For personal reasons, my travel partner was unable to make the flight from ****** to Nadi. Per Fiji Airways policy, he contacted Expedia (where the tickets were purchased) and was told that he couldn't switch his flight and it was too late for a refund. This made sense given the late notice and he purchased a new ticket from ******* to Nadi. I notified Fiji Airways in ****** that my travel partner would not make this flight and we knew that he would not get refunded for it, but without notifying me or anyone else, they canceled his flight home from Nadi to ***.We realized this 2 nights before the flight home and immediately called Fiji Airways customer support. They told us that since we did not call them and notify them that he would be missing the flight from ****** to Nadi, that they canceled the flight from Nadi to ***. We told them that we contacted Expedia and Fiji Airways in the airport and there didn't appear to be an issue at that time. Fiji Airways completely refused to show us any mercy in this matter and basically told us "too bad". We feel like we are being ripped off by this company because the seats were all paid for, it would cost Fiji Airways nothing to help out a paying customer but instead they are forcing our hand to buy another ticket from Nadi to *** which costed another $732.90 USD.We talked to several employees at Fiji Airways and they spoke with their supervisors and no one would agree to help us solve this issue. We feel like we should be refunded or partially refunded for the $732.90 USD. Fiji Airways does not value their paying customers and seem to do anything they can to take more money from them. Helping paying customers when small mistakes are made can go a long way with reputation.

  • Initial Complaint

    Date:09/20/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reserved three seats for an international flight from **** to *********** on June 16, 2023. When we arrived at the airport we learned that Fiji Airways had given our seats to another passenger. The gate agent took down my information and promised me she had submitted a refund request for the seats. I followed up with Fiji Airways 2 weeks later and learned that nothing had been filed. I submitted a refund request through their website at the end of June. I have followed up with the airline 3 times between July and September but I have still not received my refund.

  • Initial Complaint

    Date:06/14/2023

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Fiji Airways cancelled our July 17 2021 flight due to COVID. On 8/3/2021 Fiji Airways agreed to refund fare of $9766. No refund received, I followed up many times without success. Finally in April 2023 Fiji Airways asked for bank details to wire funds which I provided. On 4/30/2023 I received email that funds had been processed and sent but I never received the refund. I have since complained and followed up three times but no response other than a form email indicating they would look into it. It is now 6 weeks after Fiji Airways said they wired the money, but they will not substantively respond to my inquiries about their failure to refund my money or why the wire did not happen. I now have been trying to get my money refunded for nearly two years without success. Fiji Airways agrees they owe the refund but are not refunding it or communicating to me about why they havent refunded my money.

  • Initial Complaint

    Date:06/14/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    FIJI Airways cancelled mine and my husband's roundtrip flights to ****************, and they have not reimbursed us. We have made multiple attempts to retrieve our refund on our credit card. Refund Ref-*****, Booking 6SVA8H. Ticket numbers 260-2425321949, 260-4560993219, 260-4560993221, 260-***************-4560993218, 260-4560993220. We booked the flights on 11/2/22 and were scheduled to travel from ******** to **************** on 2/7/23 and return on 2/15/23 to ********. They did reimburse our taxes ****** x 2. But they still owe ** ***** x 2 for each ticket. total due is $2,318. Under their terms and conditions that came with the reservations under 9. Refunds it clearly states this under 9.2. 9.2 If you purchased a non-refundable ticket and your flight is cancelled, you will be entitled to receive a travel credit to the value of the unused portion of your ticket, unless local legislation requires that a refund be provided to you. If your non-refundable ticket was for travel to or from ***************** and your flight was cancelled, you are entitled to receive a refund, unless you wish to use ********************* at a later date or accept a travel credit. We would like our refund and would appreciate any help the BBB could provide ** with. Thank You, **** & *************************

  • Initial Complaint

    Date:05/31/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We had the absolute worst experience with Fiji Airways. First, we were incorrectly told we had to get in an extremely long line to check in when we had DIGITAL BOARDING PASSES. Then, after waiting in line for over a half hour, this incredibly rude lead agent tells us we had to check a bag, yet I told him that on the way TO ********, we didnt have check anything. Then he tells me there is a weight limit & have to redistribute our bags so one could be checked and the others could go on as a carry on when the same bags were ALL carry-on from LA to ********. So in his incredibly RUDE voice he says there are scales at the end of the airport. So, we do that and then would have to wait in line AGAIN for another half hour, so went straight to the gate and would have them check the bag there. Then, before we board, the same guy from before is there and I tell him we need to check the bag, and he says they dont do it at the gate! Seriously? What airline doesnt check bags at the gate? EVERY airline Ive been on does that. So, I asked what I should do should I go back to the check-in area to check the bag? He then shrugs his shoulders and motions with his arm that that is what I should do. KNOWING FULL WELL THAT THE CHECK-IN AREA WAS CLOSED AND DOESNT EVEN TELL ME! So, I RUN through the airport back to the check-in area, having to talk to 4 security agents and explain the situation that your agent told me to go back to the check-in area to check the bag and they're stunned that a gate agent would make a passenger do this. So, they let me back through bag security, I run through the airport, down the escalator, and over to the **** check-in area. I asked an airport worker and told her what I needed to do. She then tells me, Oh, that check-in area is closed. ARE YOU KIDDING ME? Your lead agent made me go all the way back to the check-in area KNOWING that it was CLOSED! WHO DOES THIS TO A PASSENGERDELIBERATELY!? Attached is a more detailed explanation.

  • Initial Complaint

    Date:05/30/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased airline tickets on Fiji Airways on July 5th 2022. Per their website I had 24h to cancel for a full refund. I cancelled less than 24h later, on July 6th 2022. I called and spoke with ************** and was confirmed a full refund based on the 24h policy, and received an email from her to confirm this. **** Air initially gave me the runaround and tried to deny this was their policy, but I sent them their own documentation showing this. They argued against providing a full refund for several days, even after I'd been offered it by another agent. I kept showing their own documents and the previous communication I'd had with a FijiAir agent to confirm the refund. On July 15 2022 I replied to the email from **** (initially confirming my refund) and asked why they were trying to deny it. I received an email on July 19th 2022 finally confirming my refund was in the queue to be re-paid. Since July 19th 2022 I have received periodic emails with "refund updates", basically saying it was coming soon, be patient, etc etc. On March 16 2023 I received an email stating that they (fijiair) were committed to completing the refund claim by April 2023. I heard nothing after that, and started emailing again for follow up on May 10 2023. I have sent 8 emails with no reply back. I have tweeted them, begging someone to get in contact with me. I just want this company to follow through and give me my money back! They are keeping over $1500 for no reason, they should have easily been able to do a reversal and there is no reason that it should take almost one full year.

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