Complaints

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.

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  22 August, 2023
  I contacted Customer Service at Fiji Airlines with regards to changing a return flight from Australia to the USA, which I was scheduled to depart on the following day. I had rushed to Australia a couple of weeks earlier as my Mother had suffered a severe stroke. I spoke with Customer Service regarding changing my return flight as the hospital staff requested I stay on longer until my Mother had been transferred to a rehabilitation facility. I was informed that if I could email a letter from the hospital my flight could be changed with no charges and they would refund the upgrade I had already been charged for. The person I had to email it to was about to head on their break, so they told me to send it within 30mins. The hospital prepared the letter within 20mins and I quickly sent it over.
  
  I then waited for someone to confirm the change to my ticket. I eventually had someone call me on 30 August to advise they would put me on a flight the following day for an extra charge. I advised them that I was originally told there was no charges for this change. The Representative called me back and told me they could do it for a lesser fee; which I had to agree to, since I had to return to the USA for work.
  
  Since this time I have been waiting for the refund of the upgrade I was promised (USD$1,125). I have multiple emails over the past few months from Representatives stating the request is with Management and they have escalated the refund request. As of today (01/04/24), I have still not received any refund from Fiji Airways.
  
  To say that trip was stressful is an understatement; however, the additional stress Fiji Airlines put on me while trying to change my booking almost pushed me over the edge. I was already putting so much energy into assisting my very sick Mother, while receiving such poor service from Fiji Airlines. Now having to fight for a refund that was promised to me over 4 months ago is quite ridiculous.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 took a direct flight (** ***) from SFO to NAN on November 22, 2022. Our bag was mishandled and never arrived at our destination. We filed a claim at the arrival airport, but they were unable to track our bag. We filed a missing bag claim with itemized receipts of its contents when we returned from our trip. We've received minimal responses from the airline, and they refuse to declare our bag lost.
  
  According to the DOT, "If an airline unreasonably refuses to consider a bag lost after it has been missing for an unreasonable period of time, the airline could be subject to enforcement action by the DOT."
  
  We've submitted a complaint to the DOT as well as an additional claim to my credit card (who need proof of airline declaring bag lost before proceeding). I would love to be able to reach the airline to be able to provide a refund to us.

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  When checking in for a flight we were forced to downsize our carryon luggage to 7kg. They insisted that medications and electronic equipment had to be checked. Now our luggage is lost and the phone numbers on their website are never answered regarding the status of said luggage. This is not acceptable.

• Initial Complaint

  Date:07/23/2022

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 is the contact address for the company-
  
  https://www.fijiairways.com/en-fj/contact-us/
  
  The details-
  I booked a one-way ticket on Fiji Airlines for my wife to travel from LAX to Sydney Australia. Booked on 6/22/21 for travel that would be on 10/12/21.
  The flight was cancelled by Fiji Airlines on 8/2/21. I reached out to Fiji air via email and after some back and forth, I received an email confirming my request for refund which Fiji Air said was due to us, according to the law in this case and the refund would be processed though it may take up to 150 days. I emailed them on 1/15/22 inquiring as to the status. They responded on 2/23/22 reassuring me that the refund would be processed "once we reach your refund log" however it was advising that refunds are taking longer than anticipated due to the large number of refund requests. I emailed again on 4/25/22 inquiring if we were getting close to receiving our refund. No response. I emailed again on 5/29/22. We received an automated response on 7/2/22 stating our refund has been logged and is in process but they are unable to provide any time frame "as we are processing tens of thousands of refunds at this time" This is unacceptable. More than 11 months have passed since this flight was cancelled and 9 months after the email recording that our refund was in process. Its $638.86. It may not be important to this company but it is important to us. Please help.
  I submitted this complaint on 7/12/22 and you responded the next day saying the matter is closed since you were not able to get a working email address. I have included contact details above.
  Also you mentioned that I failed to provide the following information-
  Date problem occurred
  Date complained
  Purchase date
  Purchase price
  Disputed amount.
  
  All of this is included in my details which it does not seem were read.
  Again, I ask for your help

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 booked a one-way ticket on Fiji Airlines for my wife to travel from LAX to Sydney Australia.
  Booked on 6/22/21 for travel that would be on 10/12/21
  The flight was cancelled by Fiji Airlines on 8/2/21. I reached out to Fiji air via email and after some back and forth, I received an email confirming my request for refund which Fiji Air said was due to us, according to the law in this case and the refund would be processed though it may take up to 150 days.
  I emailed them on 1/15/22 inquiring as to the status.
  They responded on 2/23/22 reassuring me that the refund would be processed "once we reach your refund log" however it was advising that refunds are taking longer than anticipated due to the large number of refund requests.
  I emailed again on 4/25/22 inquiring if we were getting close to receiving our refund.
  No response.
  I emailed again on 5/29/22.
  We received an automated response on 7/2/22 stating our refund has been logged and is in process but they are unable to provide any time frame "as we are processing tens of thousands of refunds at this time"
  
  This is unacceptable. More than 11 months have passed since this flight was cancelled and 9 months after the email recording that our refund was in process.
  Its $638.86.
  It may not be important to this company but it is important to us.
  Please help