I booked flights from Chicago to Wellington, New Zealand -4 legs, with the two long-haul flights from Los Angeles to Auckland, New Zealand via Nadi with Fiji Airways (Fiji). Due to bad weather in the US, the flight from Chicago to Los Angeles changed, and the connecting flight was missed. American Airlines re-booked subsequent flights, with a detour through Hong Kong – they issued old-fashioned paper tickets to cover all legs from Los Angeles.
On checking in for Hong Kong to Nadi and Auckland I had problems despite having a booking and tickets, and initially getting a seat allocated at the check in desk, Fiji refused to honour the tickets. I had paper tickets, but they insisted I must have an e-ticket. Cathay Pacific at Hong Kong tried for over two hours to resolve the issue to no avail. Fiji was adamant that they would not accept the paper tickets issued.
After considerable stress at Hong Kong Airport the only solution was to purchase another (full fare) ticket with Air New Zealand to get to Auckland. while making the booking Air New Zealand confirmed they could see the bookings in their computer system all legs which American had made for me.
After returning home I contacted firstly American for assistance. They advised that the original fare had been paid in full to Fiji, and that I should contact them. Fiji has refused to discuss the situation, and won’t discuss compensating me by either refunding me the additional ticket or refunding the fare they refused to honour. Eight of my nine emails to them have gone unanswered.
Fiji were happy to take my money (> US$1,000), yet refused to carry me. They have not refunded my fare. They will not engage in any dialogue over this issue. Their behaviour is in my opinion bordering on theft, and I could never recommend them. In my experience anybody who books to fly with them is taking a major risk.
Home Fiji Airways review by Steve 2013-12-05
