Fiji Airways

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 315 reviews
5/10
3 star Skytrax Rating
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1/10

"terrible customer service"

(Australia)

Trip Verified | We have had nothing but problems with our booking and follow customer service. A staff member at Melbourne airport did not follow correct procedure and would not allow check in causing my partner to miss his flight and ongoing connections. This cost us thousands of dollars in additional flights. We also emailed the customer care team with updates on our booking references and they still managed to get it wrong and separated us on the return flight. After hours of trying to rectify this they said they would refund an upgraded seat and sit us together. We followed instructions to the letter and next thing we know we get an email saying we wouldn’t be getting the approved refund. Back in the phone and they say no, we are eligible and they will follow up. On and on we go still no refund. Just terrible customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Vancouver via Nadi
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"most appalling"

(Australia)

Trip Verified | I am writing to express my deep dissatisfaction with the multiple discrepancies in the information provided by staff, which have led to a significant overpayment on my part and an extremely frustrating experience. If I had been provided with the correct information I would have shipped this bag back to Sydney for $340 through DHL. Which I had organised prior but after speaking with your staff I decided to bring the bag with me on the plane and in the end, your staff damaged my bag and my snowboards which caused irreparable damage. Despite my efforts to clarify the extra baggage fees through emails and calls, I received inconsistent solutions from different representatives. On the 29th December, I sent a detailed email asking for the cost breakdown, it was advised it would be $396AUD for the oversized bags and extra luggage to Sydney. I asked for more clarity and received no response which prompted me to call up. On the 17th of January I was assured that I dont need to pay the $396AUD for the extra oversized bag and that since it is sporting equipment I can split my baggage allowance into two& I had to pay $190CAD for oversize fee, I was assured that I would have notes listed on my reservation to assure this, only to be given conflicting information on subsequent calls and at the check-in counter. The promised email confirmation never arrived, leading to a call on the 18th of January, where a representative confirmed the arrangement and noted it on the system for the check-in staff. However, upon reaching the check-in counter on the 19th of January, there were no visible notes, and the assistance provided was unhelpful. This caused delays and stress at the check in counter whom advised that we need to pay the extra baggage fee & the oversize fee and they will raise a complaint on their end so we can then reach out after to get a refund. Extra paid was $470CAD, which was meant to cover all the way to Sydney. To make matters worse, on the 21st of January, I was shocked to learn that the extra baggage fees were not covered all the way to Sydney, as previously indicated we had to pay another 260FJD, which was strange as we were also advised that we only needed to pay extra 120FJD at most here as we have 2 bags each due to flying business, when it came to check in, it was advised we had to pay again for the extra bag. This has resulted in me paying four times the initially agreed-upon amount, causing significant financial and time-related inconvenience. The total in AUD paid for this service was around $750 AUD. To make matters worse, my snowboards were damaged by the negligence of Fiji Airways staff, these snowboards were new and was damaged in transit from Fiji airlines As a frequent international traveler, I must emphasize that this experience with Fiji Airways has been the most appalling in my extensive flying history. I fly overseas five times a year, and the lack of consistency in advice and misinformation have tarnished my perception of your airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNadi to Sydney
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"made to pay $200 on the spot"

(United States)

Trip Verified |  My family flew with carry on luggage only because Fiji air charges an outrageous $200 per check in bag. But what they don't make clear at the time of ticket purchase is that they only allow 15 pounds per bag. This is ridiculous because an average carry on bag can weigh over 5 pounds empty. I travel a lot for work and every other airline enforce carry on size only, never weight. My wife and I checked in at the main counter and our bags were 2-3 pound over and they wanted $400 from us each way! We managed to comically take some cloths out and wear to get the bags to 15 pounds and then got a tag that we met the weight. Meanwhile my sister-in-law went straight to boarding gate with her carry on and when boarding started Fiji Air started to call out anyone who did not pre-check in at the main counter. Fiji Air keeps scales at the boarding gate(SFO) and they weighed her bag and she was 20 lbs, normal for any other airlines. But they would not let her open har bag and take out 5 lbs, she was made to pay $200 on the spot. $200 is a fortune for her. Fiji Air rakes in a fortune from unsuspecting travelers. Beware!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Nadi
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"payments were short"

(United Kingdom)

Trip Verified | Worst airline I've ever dealt with. We had three tickets booked and had them refunded on compassionate grounds (Fiji agreed to a full refund). We had our other flights with Singapore airlines and Air New Zealand refunded immediately without issue. They claimed they made the bank transfer to my bank for the full amounts, but actually short changed me by 100 GBP per ticket. It was completely impossible to talk to someone about this I managed to get one response from someone in accounts claiming they'd paid the full amount but when I spoke to my bank the bank confirmed that the payments were short by a hundred pounds per ticket and it was effectively impossible to talk to anyone from Fiji Airlines about it. The complaint form on their website was practically ignored, I sent through several follow ups. But it was impossible to have a contextual follow-up conversation with anyone (due to having to fill out a website complaints form for every "response" I wanted to send) let alone on the phone. No one would talk to me about it because everyone passed responsibility. This was my first experience with them, and I will try to avoid booking with them ever again. Especially given the context of our compassionate cancelation issue - exactly sort of time when you need great service, and Fiji Airways drops the ball completely. They're very happy to take reservations, but that's it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to Nadi
Date FlownJanuary 2023
Value For Money 12345
no
9/10

“gave the best service”

(United Kingdom)

Not Verified | Better and more comfortable flatbed than other airlines and the cabin steward Jovesa Natadra gave the best service we have had ever. I was travelling with Mrs Ranjanben Patel.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNadi to Hiong Kong via London
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

“flight attendant was very rude”

(United States)

Trip Verified | Our flight attendant was very rude. The only rude Fijian we met on our entire vacation. We were told we could not disembark before business class even though other travelers were disembarking from economy. I was feeling unwell & she was very rude. I needed to use the rest room earlier in the flight & she was very rude about having to move her cart. Not friendly at all, you need to have a talk with her about her behavior.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteNadi to Los Angeles
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"had my duty free alcohol confiscated"

(Australia)

Trip Verified | The flight itself was pretty good, can't really complain about that. Unfortunately Fiji's Nadi airport is an absolute disgrace. It is one of the few remaining backwards airports that do not allow you to transit duty free alcohol for no explainable reason. I had my duty free alcohol (packaged, sealed and with receipt) confiscated because of their rules, but could then walk 3 meters past the security gate and into their own duty free section and buy alcohol there and take on the aircraft.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Adelaide via Nadi
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"The seats are too tight"

(Australia)

Trip Verified | New aircraft, with narrow aisles. The seats are too tight, during mealtime, I could barely move my arms to eat food. My luggage was damaged, I complained at the airport straight away, they took photos, filled out the forms, etc. and after 1 month, the case is not solved yet. . They started serving the special requests, then took more than 2 hours to serve everyone. We had to hold our rubbish for over 2 hours until it was collected. We boarded at midnight, and the lights were turned off only over 3:30 am. People were so tired, that most of us slept before the food was served and before the lights were turned off. The crew seemed friendly, but it looks like they don’t have enough staff. It was my first experience with Fiji Airways, and it will be the last one. They have the worst customer service I’ve ever seen.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Los Angeles
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"luggage did not arrive with me"

(Malaysia)

Trip Verified | I boarded Qantas from Melbourne to Sydney and then Fiji Airways from Sydney to Nadi. My luggage did not arrive with me. I was promised the luggage will arrive the next morning but it only arrived at 12 midnight. Until today 20 July 2023, they have yet to email my baggage delay report. I am not able to claim my insurance for this. They do not reply to my multiple emails sent. What's worse is that my luggage is badly scratched.
AircraftA350
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSydney to Nadi
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"Fiji Airways was ok"

(Canada)

Not Verified | Fiji Airways was ok. Service is not great and they run out of the meal options early in the servicing. They also seemed to dawdle them have to always rush at the end of the flight to feed everyone. Planes are a bit old so I guess if you’re paying full price it’s worth going elsewhere on this route.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAuckland to Vancouver via Nadi
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no