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“Terrible communications”
Review of Fiji Airways


Reviewed 31 May 2018

After arriving in Fiji we stood in a huge line of people that had departed from our Airbus, waited on one at a time by a customer service rep. Everyone in this line was continuing on from Fiji and most of us were going to Auckland. After waiting a long time we were told our flight was cancelled and we had been re-booked on a flight departing in eight hours. Prior to boarding the flight (at SFO) our flight had already been changed once. They gave us food vouchers and told us all hotels in the area were booked.
This review is of the airport staff. The line we had to wait in was horrendous! They didn't bring in extra staff to assist with the 200+ passengers in line and the did NOT make public announcements that would have assisted most of us. Making announcements over a loud speaker would have been such a simple way to get your message across to hundreds of people at one time and spare all those people waiting in line. Once you got into the secure terminal there were two places to eat, one being a Burger King! None of the airport staff seemed to know what was going on, there was no central point of communication. FIJI Airways did not have another plane to bring in for the 150 travelers stranded trying to get to Auckland, we just had to wait it out! The flight kept getting further delayed as more flights were cancelled. Their site online was not kept up to date with the status and it was difficult to get any information.
The flight ultimately took off, they had to bring in another Airbus to handle all the passengers that were affected that day. All total we were delayed 15 hours sitting around a very small ill equipped terminal. If you chose this airline, be prepared for delays and i suggest you only travel with carry on luggage so you can make other flight plans should you need to.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
1  Thank Lovetoexplore16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 30 May 2018 via mobile

When you board this flight it’s already late in the day and you’re probably tired. After the initial getting settled, a meal and a beverage it’s time to try and sleep. You are supplied with a small pillow and a cozy blanket and headphones to use your entertainment screen. A neck pillow is still a good item to bring. The supplied pillow is good behind your lower back. While the lights are turned low, an eye mask will signal “do not disturb”. Please wait until meal service is over before you recline your seat and make the person behind you unable to move or enjoy their meal. When the lights are lowered is the time to get ready for bed. Put your feet up on your carry on under the seat in front of you. Arrange the pillow behind your back. Select something relaxing on your entertainment screen and put your headphones on or just make it dark. Get your neck comfortable, put on your eye mask and go to sleep. If you get up in the middle of the night be sure to wear shoes to the restroom, a wet floor is not what you want to step upon. The crew brings a cup of water several times during the night. As you get close to Fiji the light will come on, a warm wet towel will be passed out to refresh your face and hands and breakfast will be served. A toothbrush and tiny tube of toothpaste are provided in the bag with your headphones. Then you gather up your belongings and make sure all paperwork for customs is filled out. After customs and baggage claim you will walk, with your luggage, to the domestic terminal to check in and get weighed. Yes you get on the scale with your carry on. Board and watch the beautiful land and ocean below you. This is such a pretty flight. You land at a small airport on Taveruni and your resort shuttle should be there to take you to your place.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank CaboVicki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 May 2018

Relatively new Airbus 330 with an 11 hour flight red eye flight. Equipment was first rate. Snack after takeoff was just OK, but breakfast and all service was simply excellent. The crew represented Fiji well. Very relaxing trip. Loved the lay flat seats! Unfortunately their headset receptacles didn't fit our noise canceling headphones. Departures and arrivals all on time. Management of boarding at either airport seemed terribly disorganized. And, a tip of the hat to this airline for their new lounge at Nadi. Best appearance, food and service we have ever experienced. First time on this airline, but it won't be our last.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank HallWhite
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FijiAirways, Guest Relations Manager at Fiji Airways, responded to this reviewResponded 30 May 2018

Bula!

Thank you for your review.

We will share this with appropriate team for their review as well.

The commendations are noted with thanks.

Vinaka
Fiji Airways

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 May 2018

I booked a ticket to Nadi through Qantas website, but our flight was handle with Fiji Airways. The crew onboard is super friendly. Fiji is known for its super friendly people. Our flight departed on time in Nadi, is a 5h50 non-stop flight to Melbourne.

We probably have flown with an old aircraft my seat is broken, it was not a comfortable flight for me. The onboard service is very good, a vegetarian meal is available, unlimited drinks from soft drinks to alcohol.

The seat on Fiji Airways is cramp and less legroom, so it is not an ideal airline for a long-haul flight. The distance between Nadi and Melbourne was more than enough for me. I wouldn't fly with Fiji Airways for a longer flight.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank ShavyB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FijiAirways, Guest Relations Manager at Fiji Airways, responded to this reviewResponded 30 May 2018

Bula!

Thank you for your review.

If you would like to address the broken seat issue, please provide your feedback via email to service@fijiairways.com.

We are in the process of obtaining new wide body air-crafts, please visit our website media center for more information. This will replace our current 737 fleet in time.

Vinaka
Fiji Airways

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 May 2018

We were an hour late leaving because the prime minister was travelling on our flight. I don't understand why we had to wait for him to tootle on down exactly at 1:30 our departure time when we could have boarded well beforehand (as the plane had been in for ages) then his entourage could have come on board rather than causing such inconvenience to travellers. The food was awful and the the toilets were smelly before we even took off.

On the flight out to LA I selected the veggie option in the hope it would be better but if anything it was worse. On the upside the staff were lovely. I can't see me using them again if I could avoid it.

Thank Weebee07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FijiAirways, Guest Relations Manager at Fiji Airways, responded to this reviewResponded 30 May 2018

Bula!

Thank you for your review.

We are sorry for your experience. Your concerns raised will be shared with relevant management teams for review.

Thank you for your commendation for our staff.

Thanks
Fiji Airways

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC