customer
Less than par
Unfortunately we did not have an excellent experience with Melissa Pomeroy at Fiji Vacations. Her demeanor both on the phone and in written email communication bordered on rude. Her lack of attention to detail was a problem for us in the planning process as well as during our vacation. There was very limited follow-up and information flow from her during the planning process. Once we did receive all of our documentation (just days before the trip began) some of it was incorrect. Problem solving was not what we wanted to do the last few days prior to vacation and during our vacation. We were traveling with a sizable group for a beautiful wedding and unfortunately many of the guests had a similar experience with Melissa. I will not be recommending Fiji Vacations to future travelers.
Response from FIJI VACATIONS/ FIJI TRAVELMay 18, 2023
Steve, this is a shame to read and I am so sorry you felt that way. There were so many changes behind the scenes until the last week before departure that you were not privy to and bookings of 80+ people are very different from a booking for 2 people as there are many more moving parts and many other logistics involved. I just went back and re-read all our email communication and I cannot find anything that is borderline rude. I am very direct and being clean is necessary so there is not confusion. You received your travel documents 9 days before departure and we state that you will receive them 7 days before departure. There were not any errors in your travel documentation but you were concerned that you could not access your airline itinerary on FijiAirways.com. I explained that as a part of a group PNR the airline forbids that. You challenged me on that and I explained that the generic information from the bride did not apply. I hope that your time at Matamanoa was great and I know that your time at Lomani was good as well as all the transfers were perfect. I was in Fiji managing the logistics of the group. Hopefully you enjoyed the destination!