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My Fiji
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Amazing customer service and experience
Marissa Was absolutely amazing this afternoon with booking our family holiday. She listened to my concerns of previous negative experience with booking a holiday with this agency. I have spent 2 weeks trying to make contact to amend a booking, ridiculous wait times on the phone, to get through to someone not willing to help. Emails ignored and being put back in line with customer service employee not willing to help.
Marissa went above and beyond and I am very very great full. I'll be making contact with Marissa again when booking a holiday.
- 2 reviews
- 2 likes
Appalling customer service if you need to cancel a booking due to COVID!
The initial booking process was pleasant and efficient with great customer service. Staff answered phones promptly, I received my quotes quickly and decided to go ahead with the booking, including travel insurance. I booked a 10 night holiday for two, staying at the Fiji Marriott in a Lagoon Bure.
BUT this is where any resemblance of customer service ended!
Two days prior to departure I unfortunately contracted COVID and had to cancel my booking. I spent almost 4 hours on hold trying to cancel this booking. The consultant advised that I would ...
Read morebe able to rebook for another time - great I thought! as I still wanted to travel. My booking was cancelled and I was advised they would need to get back to me on available dates to rebook - I was flexible with dates. I have now sent numerous emails chasing up my rebooking options and have not been provided with any and its been almost a month since I had to cancel. I have been unable to contact them via phone, with a recorded message repeatedly telling me to call during business hours? Today it's now midday on a Thursday and definitely during business hours. I even tried calling their company reception. As I had taken out travel insurance I feel they have left me with no option except trying to claim this trip on my travel insurance. The only problem being is that as I have booked through this agency, they are the ones that need to process the insurance claim. I need someone to contact me urgently to sort this out. As an ex travel agent with 10 years experience I can appreciate how busy and understaffed they are currently but at what point will my query come to the top of the "to do list"? In a month, two, or six months? Withholding a clients money for this extended time without providing them with any communication is very concerning behaviour. If I had provided such a poor level of customer service to my clients I would have been fired. I don't normally write reviews but feel I have no other option to gain some assistance from this company.
Hi Nicole, thank you for taking the time to leave us with this feedback. We are sorry that you have had this experience and understand your frustration. I have reached out to Customer Service, who adv...
Read moreised that they are still waiting for the hotel to respond with solutions for your booking. Many hotels are currently experiencing delays due to high volumes and last-minute cancellations. We have done our best to get a response from the hotel, however, we will escalate the request to try to resolve this with a matter of urgency. Thank you.
Hi Katharina.
I have still had no communication from your customer service team regarding my urgent complaint. I have been told the same story for the past month now - that you are still waiting on t...
Hi Nicole, we are so sorry that we have been unable to provide a solution to your complaint, as this truly is not what we want for our customers. I have passed this on again to our Customer Service te...
Read moream, as well as the other relevant departments to ensure that we improve upon our processes in the future. Thank you again for your feedback.
Perfect service, quick and easy
I booked a holiday to Fiji for my daughter and myself. Marissa made it so easy. She was very welcoming, great to talk too and made the experience very enjoyable. Marissa took all the hard work out of planning our trip, I couldn't believe it was so easy. I would highly recommend Marissa and My Fiji to anyone wishing to travel. Thank you Marissa very much appreciated
Hi Viksta, thank you for this positive feedback. We hope you have an amazing time in Fiji with your daughter!
Easy booking with a smile
I was very impressed with Marissa personality and professionalism also knowing how to make the booking so easy.I would recommend her and My Fiji travel to everyone for their travels.
Hi Wayne, we're so pleased that Marissa has been able to help you out. We hope you have a fantastic time in Fiji!
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Great customer service
I booked a holiday to Fiji Marriott through Marissa this morning. Marissa was very helpful and has great customer service skills as she was a pleasure to deal with. Would book another holiday through her without any hesitation. Thank you for your help Marissa, much appreciated
Regards Lisa
Hi Lisa, thank you for your kind feedback. We hope you have an amazing time on your Fiji holiday!
Very pleased with our booking experience!
I cannot thank Marissa enough for her assistance with booking our honeymoon in Fiji. She made countless adjustments to our booking to ensure it was perfect for us and had everything we need. Very happy with her service and would definately recommend booking through Marissa to my friends and family. Thank you again.
Hi Bianca, thank you for taking the time to leave this positive feedback. We hope you have a fantastic time on your honeymoon in Fiji!
Terrible, terrible, and awful
Don’t do it! Don’t book this!! We booked this resort over 7 months ago, confirmed booking with the hotel a week ago (for reassurance and to make sure we had the correct Covid testing info) and tonight, a WEEK before we were meant to leave, My Fiji rang to tell us they were “over sold” and we couldn’t stay here. Our ONLY option other than canceling is the Marriott out in the middle of nowhere, over 45 mins from the airport and Port Denarau. Not only did they tell us this essentially last minute, they offered NOTHING for compensation or to make t...
Read morehings right by us. No room upgrade, no credit, no resort credits, nothing. When we asked about canceling they said we wouldn’t be getting anything back as there was an “alternative” option for us. After speaking directly with the resort, the resort never canceled our room, My Fiji did because they are greedy and money hungry and over sold. We’ve spent so much time trying to sort this all out and still have no answers. Do yourselves a huge favour and DON’T book anything with these people. I wouldn’t want my enemy dealing with this. There’s no “peace of mind” with these fools.Hi Megan, thank you for taking the time to leave us with this feedback. We are so sorry that this has happened to you - unfortunately, Sheraton has overbooked. Our General Manager of My Fiji, Rod, wil...
Read morel be in touch to explain the situation further. Thank you.
We spoke with the Sheraton directly and they advised us that the booking was cancelled by you guys, as they could still see the reservation under our name. We are due to fly out on this coming Thursda...
Read morey and we still have NO ANSWERS and the “customer service manager” Justine has not responded to our latest emails asking what’s happening. You have left 4 people in limbo not knowing what’s going on. All we asked for in return for this mess was additional rooms credits to use at the “alternative” resort as a goodwill/customer service gesture. Your “customer service manager” should be authorised to arrange this without it taking a week to get back to us. I haven’t a clue who “Rod” is or how he’s going to “be in touch with me” when this needs to be sorted by tomorrow. Honestly, we don’t have any faith or trust in your company any longer, and to say we’re extremely disappointed would be a huge understatement.Hi Megan,
This is our number one priority today and we will be in touch as soon as possible.
Went over and above my expectations!
I booked a holiday to Fiji, and Marissa was THE BEST! She handled my booking with expertise and real world knowledge of the location. Couldn’t be happier with the process
Hi Cassie, thank you for this positive feedback. We hope you have an amazing time in Fiji!
Marissa is awesome!
Marissa is a great consultant! So patient, caring and informative! The process was made so easy and I felt nothing was missed.
We can’t wait for our trip.
Thankyou Marissa!
Hi Emma, we're so happy to have helped! Have an incredible time in Fiji!
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Vanuatu holiday Marissa
Marissa was an excellent consultant very helpful. Positive and informative. Great experience. Met my expectations. Would like to say that she worked hard to satisfy and fulfil my requirements . Thank you Marissa
Hi Dan, thank you for taking the time to leave this positive feedback. We hope you have a fantastic time on your holiday!
BEST HOLIDAY EVER!!!
My wife and I recently celebrated our 20th wedding anniversary and decided to do so in Fiji. Best decision ever! We spent 7 nights in the Sheraton Fiji Golf & Beach Resort - what a wonderful experience. From the moment we arrived we felt absolutely spoilt. All of the team at the Resort were so friendly and welcoming, nothing was too much trouble. The food there was simply amazing, with a huge range of choices for breakfast every morning as well as wonderful dinners watching the sunset each night. A truly magical, relaxing experience for us both. Thanks to Marissa for helping us book our wonderful holiday. We will definitely be back!!
Hi Peter, thank you so much for providing this feedback. We are so happy to hear that you enjoyed your time in Fiji and look forward to helping you plan another incredible holiday!
So easy to book with My Fiji!
Marissa has been so good to deal with at My Fiji. She has made our whole experience easy and fun for a daunting process otherwise. Thank you Marissa, we can’t wait to start our holiday!
Hi Kirsty, thank you for taking the time to leave us this positive feedback. We hope you have an incredible time in Fiji!
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- 2 reviews
Quality service & information provided. Can't wait to get to Fiji.
Booked 8 nights at Naviti Resort to celebrate sister's 50th at end of year. Marissa provided prompt and detailed information and quote, updated several times as plans were changed. All booked while Msrissa stayed on phone. Now just have to wait until December before flying out. Quality service and delivery all round.
Hi Keran, we're so happy to have helped. We hope you have amazing time at your sister's 50th in Fiji!
- 3 reviews
very good
booked 7 nights to Naviti Resort Fiji Marissa was great and happy to amend & update original quote gave me some good feedback and even booked our flights while on the phone
Hi Sue, we're so happy to have helped. Have an incredible time in Fiji!
- 2 reviews
- 2 likes
- Verified
FIONA IS AN OUTSTANDING TRAVEL AGENT!!!
Outstanding customer service from Fiona!!! There was a huge wait to get through to staff at My Fiji initially, as it appears everyone is travelling to Fiji at the moment. Due to circumstances beyond our control we were unable to finalise dates and accommodation requirements any earlier and by the time we were able to book, much of the accommodation was gone. Fiona went "above and beyond" to help us secure as better standard of accommodation for our 5 night stay at Plantation Island. Although there were no packages advertised on the website fo...
Read morer Plantation Island when we were looking, Fiona packaged up a deal for us with flights, a meal package and other inclusions, which we were very happy with. So if you can't see what you want, ring them anyway! Thank you Fiona for your outstanding, friendly and professional service .... and for being as excited about our holiday as we are!Hi Phillippa and Laurie, we're so pleased that Fiona went above and beyond to help you out. We hope you have a fantastic time in Fiji!
Questions & Answers
Hi, I booked my Fiji holiday package ( Flight and Accommodation for 5th-11th August 2022 ) in March 2022, after Deposited 28th February 2022, I have received a Booking Advice, when I paid my balance last Friday, I only received another Booking Advice including flights number, Hotel Details, payment details. I sent an Email request a tax invoice, E-ticket, and copy of confirmation documents from Hotel I booked and paid, unfortunately I do not get it. This make me confuse and worry . I tried to rang the customer service few times ,every time be told queue has 26 people or 14 people, after waiting 30 minutes today the customer service told me E-ticket will send me 14 days before departure!!!!! I am not happy this answer, I believe no people like it.
Could you please dispatch all vouchers and itineraries for me as soon as possible, Thanks.
Jian
Hi Amy, apologies for the delay in response. I have been in touch with our Customer Service team, who have confirmed that we email out final documents 4 weeks prior to international travel and 14 days...
Read more prior to domestic travel. This procedure is in place to avoid confusion, in case of travel details change before departure. If you would like us to investigate your booking further, please respond with your invoice number. Thank you.
Hi, just wondering how long before the trip I should expect to receive my documents through the mail?
Also will MyFiji notify me if there is a change in flights (or cancellation of flights)? In the booking confirmation email I received, they only provide flight numbers so I am concerned I will miss any flight changes/cancellations.
We fly out in 3 weeks, once you have your booking ID you can check yourself in online with the airline - I assume the airline would notify you of changes or cancellations not my My fiji travel. I woul...
Read mored Hope all transfers and inclusions have been properly booked in on their end. I had issues with the booking process - constantly having to get them To update the invoice they sent with incorrect or insufficient details. Was also duped and told I had to pay for flights upfront, which I did, and the rest could go on a payment plan only to find out after that I could have booked the entire holiday including flights on the payment plan. Also need to be careful With the payment plan to ensure youre repaying more than the minimum amount specified as you will then go over the 9 months interest free and will have to pay interest on your outstanding balance. When it came to booking, Had to go back and forth to get them to match prices I had found online through booking.com and skyscanner etc. So essentially with much less hassle and confusion could have booked accomodation and flights seperately online for the same price which were ultimately cheaper than their deals as I had to guide them to the sites I booked through and in that time delay prices for flights had slightly increased.Their transfers company much more expensive than what you could find online - so they booked through the site I found as I could have done myself - same goes for part of our accomodation. Will definately be booking myself next time.Hi Sam,
We aim to send documents through the mail 2- to 3-weeks prior to travel. This allows time for inevitable flight time changes in the lead up, due to booking in advance, and provides you with t...
Read morehe most up to date information possible, to minimise confusion. My Fiji will notify customers via phone of any changes to flights and will discuss solutions for any possible flight cancellations.
Do the bookings have to be paid in one amount or can there be instalments?
There is usually a deposit of around $2000 or a percentage of the amount, then you have till 2 months before the departure of the trip to have the trip paid in full.
Besides the deposit the rest of the bill can be paid in installments.
Get an answer from our members and My Holiday Centre representatives
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Hi Amy, we're so glad that you've chosen to give us another chance. How great is Marissa's customer service? We hope you have a fantastic time in Fiji!