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:07/30/2025

  Type:Sales and Advertising 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 called Fiji Airways on June 3rd for assistance with choosing a seat based on the ticket fare I booked through ***************** that included choosing a seat ahead of time. During my initial call, I was offered a callback due to a long wait which I accepted. The callback came from a Fiji number, but I missed the call as I was on a meeting. Not realizing they had called from a Fiji number even though I had originally dialed a US toll free number, I simply returned the call. I spent over an hour going back and forth with their support person who would not honor the fare I booked, and told me the only way to pick a seat was to pay $80 each way over the phone, with no way for me to verify pricing online or self service, which I declined. On top of this, ******* is now billing me nearly $300 in international long distance fees, and I cannot get anyone from **** to respond to my request for reimbursement.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to express my disappointment with the customer service I received when trying to make a simple enquiry about my upcoming flights with Fiji Airways.I have four flights booked under your Value fare:****** to Nadi Nadi to Savusavu Savusavu to Nadi Nadi to ****** All of these flights were selected specifically with the Value fare to ensure we have the 30kg baggage allowance. However, when reviewing my bookings today, I noticed that the Savusavu to Nadi flight shows only a 15kg baggage allowance.I called your customer service line twice today to clarify this discrepancy. On both occasions, after waiting over 25 minutes to speak to someone, the calls were abruptly disconnected. The first ******** hung up within seconds. On my second attempt, the ******** briefly explained that the reduced baggage allowance was due to a week-long stopover in **** before returning to ******, but when I asked for further clarification, she hung up on me again.Being hung up on twice after long wait times is extremely frustrating and unacceptable. I expected more professional and respectful service, especially when simply seeking clarification on a legitimate concern.Could you please:1.Confirm the correct baggage allowance for all four of my flights.2.Explain why the Savusavu to Nadi leg is showing only 15kg despite booking the Value fare.3.Provide reassurance that steps will be taken to address the poor service I received.I would appreciate a prompt response to this matter. Thank you for your attention.Kind regards,****

• Initial Complaint

  Date:01/14/2025

  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.

  Hi,We, a family of 3, were impacted due to the flight cancellation on December 19, 2024 (FJ871, confirmation # 4HQE5C). First, our flights out of ************* (SFO) got delayed by 13+ hours. After that, we were stranded in **** for 3 days (due to cancelled connection) to our final destination ************, ***********. The connection was made available to us on December 24. We were supposed to reach ************ on December 21. This disrupted our plans in ************ and caused us to rebook some non-refundable stays/excursions at a later date.Attachments: summary of expenses and the receipts of the incurred expenses due to this disruption. Please note that the receipts are in FJD or NZD. I have converted them to USD based on the charges posted on my US-based credit card. I wrote several emails to Fiji airways and received no follow up response. Appreciate if the airline can reimburse the expenses of USD ******* incurred due to the flight disruption.Thanks,*****

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  October 12, 2024, canceled my flight and a refund was issued for$4004.70 October 31, 2024 I canceled my flight and rebooked and refund was issued for &*******. Refund was promised on 12/9/24 at the latest but refund is not received

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hi, I booked a flight with Fiji Airways on December 9th, 2023 then unfortunately had to cancel two days after booking on December 11th, 2023 due to a family emergency. At the time that I called, I was told that since the booking was made more than 24 hours, I would receive a flight credit of $948.30 which would be good for 1 year from the purchase date and I would need to call to rebook and pay a $170 change fee and difference in the new fare which was fine and understandable. I found a fare online for a new booking and attempted to rebook by calling Fiji Airways as instructed. Upon being connected to an agent, I was told that they would not be able to honor the price I advertised online directly from Fiji Airways website as it would only apply to new bookings. They claimed that since I am rebooking, I would need to pay an additional $700 for the just the fare plus the $170 change fee as well as additional $170 late rebooking fee which I was not aware of because the rebooking is being made 72 hours after the initial cancellation. The additional $1040 exceeds the amount of the original fare as well as the advertised price for new bookings. I asked to speak to a manager and for documentation regarding this policy and was refused. This is extremely disappointing and unethical to charge an existing customer an absurd amount of additional fees just to rebook a flight when new customers are being charged less for the same flight.

• Initial Complaint

  Date:09/25/2024

  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.

  Booking referece # **EBHW September 24th, 2024 . First time booking tickets on line and made a honest mistake by clicking ticket hold and paid the full amount of $5,580.40. . Later realized $140 was also charged to my card.. Can I get the refund of $140 please. . Or credit for desired seats.

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On May 14, 2024, I traveled on flight FJ871 from ************* (SFO) to **** (NAN). Unfortunately, my luggage (bag tag # ******) was not to be found on the baggage carousel in **** and when I asked customer service, they said my bag was on a list of luggage that did not make it on the plane and is still at SFO. They promised me that my luggage would be delivered to me at the residence I was staying at in *******, **** on Saturday, May 18th. It was not delivered to me on that date and when I inquired about it by calling the airline, I was told it would now be delivered on Monday, May 20th. My bag finally reached *********** (*******) on Saturday, May 25th when I was told to pick it up, 11 days after my arrival in ****. Upon receiving my luggage, I discovered that some items were missing. The missing items includeded: Clothing items including pants, jeans, and shirts and an Olevs watch. I sent an email to Fiji Airways on June 2, ******************************************************************** to purchase clothing and items that I needed while I was there for 11 days without my luggage. I also requested compensation for the missing items. This delay caused significant inconvenience as I was without my necessary items for the duration of this period. My trip was to attend the one-year religious prayer for my mothers passing and my luggage included many necessary items for the prayer including my own and my family members clothing. I completed the claim form and Fiji Airways sent me an email on June 24, 2024 stating that they would only refund me $319.31 USD when my claim amount was $1,245.50 USD. I responded requesting an explanation as to how such a low amount was calculated, but have yet to receive a response regarding my claim although I have sent several follow up emails to inquire. Any help BBB can provide to me will be greatly appreciated. Thank you.

  Business Response

  Date: 09/11/2024

  Dear Team,

  Please accept our sincere apologies for the delay.

  According to our records, the passenger filed a claim for delay and pilferage.  The pilferage case was denied as the passenger was not able to provide any evidence that the bag was tampered with during air carriage.  Regarding their delayed baggage claim, the passenger provided purchase receipts for the amount of USD $319.31 (FJD $730.00).  The passenger signed the release form 25AUG24 accepting this amount as a final payout and the payment has been processed via bank wire to the passenger on 6SEP24.

  Please do not hesitate to let us know if you require any further information.

  Kind regards,
  ******
  Customer Care Team Leader

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22158893
  
  I am rejecting this response because: I was never notified the reason for the pilferage claim being denied. I had sent multiple emails to Fiji Airways requesting information as to why the payout was such a low amount, but they never responded to that question. They only responded after I submitted this complaint via BBB. I can send you all of the emails I had sent them and not once did they share that my claim was denied or the reason why nor did they give me an opportunity to submit any more information. I provided photos of two bags from which items were missing; apart from that, there isn't any other proof I could provide for the missing items. I accepted the final payout of $350 USD only because I am frustrated with not receiving information from them and having to spend so much time on this issue when I initially reached out to them in June. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/19/2024

  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 paid for a roundtrip flight from ******* to ************ on June 20th-July3rd. I called 15 days before the date of my scheduled flight requesting to change my reservation. They promised me there would not be any issues rescheduling my flight and gave me a flight credit. On August 1st I attempted to use my flight credit, but was told that I was required to pay 150 dollars rebooking fee and could not accept my flight credit without doing additional research. I called many times after and was told to wait or to call back and was never able to be transferred to a supervisor and was told no one was able to help me. I haven't received any flight credit I want to get the flight that is rightfully mine and I paid for.REFERENCE NUMBER: 5QWXD8 after many calls I was provided with a new reference number : 67DR2D

• Initial Complaint

  Date:07/24/2024

  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.

  I was discriminated against by employees of Fiji Airways on board the flight FJ 810 from ****, **** to ***********, ** (***) on March 23, 2024. I was subject to sexual harassment by the Fiji stewards on board the plane who touched me inappropriately.

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On April 19, 2024, I purchased my ticket to **********, *********, on Fiji Airways. Here is my Fiji Airways Record Locator: 2Y9KWA. On May 9, 2024, I used the services of Fiji Airways to fly from ***********, **, to *********, *****, with a layover in ****, ****. During my layover in ****, I was notified by a Fiji Airways agent that the Fiji Airways cargo staff in *********** did not load my baggage onto my Fiji Airways flight to Nad, and my bags were still in ***********. The Fiji Airways agent told me they would do their best to have my bags on the next flight from *********** to *********, but there would be a delay. On May 11, 2024, I received a phone call from Fiji Airways that my bags had arrived at the *****************. Upon arrival, I found both of my bags were damaged, and my larger bag was forcibly ripped open with personal items taken out as my bag was much lighter in weight (compared to the weight checked in ***********). With my Property Irregularity Report form, I filed a Mishandled Damage Form with Fiji Airways on May 23, 2024. Since then, I have been given the run around with no solution, and Fiji Airways doesn't want to correct what they did wrong. The Baggage Claim Officers requested via email that I provide proof that I made the complaint within 7 days of the damaged bags (Fiji Airways policy online), which I emailed them a copy of my call records on May 11, 2024, from when I called Fiji Airways to notify the issues with my baggage. The second request was a police report, which is Fiji Airways policy for items pilferaged. I asked for the location of the police report policy on the Fiji Airways website, and they have not been able to provide it. When I received my damaged and pilferages bags on May 11, 2024, I followed the instructions on the Fiji Airways website to make sure I was doing everything right to make my claim. Unfortunately, I have not heard back from Fiji Airways since June 21, 2024, and today is July 7, 2024.