| Fiji Vacations |
| Very unprofessional customer service |
| 13th of Aug, 2013 by jeffcureatz |
Their website claims they take the stress out of planning and that they handle all the details of your trip as well as the best rates guaranteed and immediate responses. I unfortunately would have to say this was the opposite service I received for planning our destination wedding in Mexico and honeymoon in Fiji. It was a very frustrating and time consuming process and if I could have cancelled my plans I truly would have. The customer service was unbelievably unprofessional. From the beginning to the end the service provided was inconsistent, incorrect, delayed, non-responsive, unorganized, and inappropriate. Sadly, not one apology was provided for such service.
Therefore I feel it is very important that I file this formal complaint.
Please note I would like to highlight 50 examples with documentation attached for each example. Please let me know if you need other information, documentation or clarification.
Example # Example Highlights the following:
00 Discrepant Information Regarding Final Payment
1 Lengthy Response Time
2 Incorrect Quote
3 Lengthy Response Time
4 Incorrect Dates
5 Charged Wrong Credit Card
6 Incorrect Flights
7 Wrong Name
8 Sent email to wrong person after request not to via email and voicemail
9 Numerous requests for invoice from guest & myself
10 Had to send the same information numerous times
11 Incorrect passenger information, should have MR not MS
12 No response to guest inquiry
13 Request for invoice numerous times
14 Balance Inquiry, no response
15 & 37 States all guests would receive their tickets 8 weeks prior to departure but we did not receive our tickets until 9 days prior to departure
16, 17 & 18 Incorrect Balance / Inappropriate / Nonprofessional response
19 Incorrect Name on Travel Voucher
20 Numerous inquiry for tickets
21 List of Errors
22 Lack of Customer Service
23 Inquiry made myself, Air Canada indicating the notes did not indicate that Travel agent had inquired about name change or departure gate
24 Email highlighting lack of professionalism, no salutation, no apology or explanation for not sending the documentation to the guest
25 Numerous inquiries for information to replace passenger
26 No response
27 Travel agent indicating there could be room charges, this was confirmed by resort that there would be no charges for a name change
28 Inappropriate Communication
29 No explanation, nor direction from travel agent. All information previously provided to her.
30 Tried to charge $75.00 for a charge that Air Canada confirmed was not applicable.
Tried to charge an additional $50.00 fee for the transfer of the new traveller that the agent claimed to have cancelled prior with no direction to do so. Tried to also charge $50.00 for an amendment fee.
Called the Transfer Service myself (please note contact information on example 45) where they explained that there was no recent cancellation and regardless there would be no extra charge to change a name or even add a person as the bus holds 13 with luggage and 17 without luggage and that there would be no charge for adding additional guests as we had already paid for the bus.
In additional they explained they only had 5 of the 10 passenger’s names from the travel agent.
31 Lack of customer service
32 Travel agent used my spreadsheet that I created myself, she did not create her own after she said she would be doing so
33 Inconsistent quotes / wrong information / did not book flights when said so /
34 Unprofessional, agent said client was “haggling”
35 Had to change main contact due to the service being received
36 Inconsistent information
37 Incorrect dates and resort
38 Was told to send a cheque with the balance, I did so and spent $20.00 to send the cheque, agent returned it explaining she would not accept it because it was Canadian, was not provided any direction to send it any other way
39 Tickets not processed until July 11, 9 days prior to departure and there were many errors
40 Inappropriate email / unprofessional
41 Error, should have MR not MS
42 Confirmation of $100.00 name change fee and no mention of any other fees for changing the name (however AC only charged $50.00)
43 Error “VAUGHAN” wedding, not CUREATZ
Agent said she would fix this but upon arrival in Mexico all was labeled VAUGHAN wedding
44 Wrong date on travel voucher and wrong resort for 7 passengers
45 Error, wrong name
46 Agent said Air Canada would charge $100.00 for the name change, I spoke with Air Canada and they charged $50.00 for the name change (VISA statement can be provided if needed)
47 When I tried to check into our AC flights on line I was unable to as our seats were not assigned and we were placed on standby. When I called AC they asked why the travel agent did not pre assign our seats as they tickets were booked in advanced and explained if the seats were assigned ahead of time we would not be on standby. We had to wait at the airport to see if we got on the flight, which we did, last 2 seats and not together. It was very stressful and not how one would want to start their honeymoon.
On the way home, again since our seats were not assigned we had to sit apart.
48 For our Fiji flight tickets, we again were not able to sit together as the agent explained that our tickets were not ticketed together but separate. She explained our agent should have ticketed the seats on one file and that would have provided us seats together.
49 Upon arrival at Namale resort we inquired about our honeymoon upgrade if available, such information was not on their file and therefore we did not get upgraded to a honeymoon suite
50 Incorrect flights |
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