Paid out the nose for a 1 week trip to Fiji. Was meant to be all inclusive - meal package, flights, transfers, accommodation etc. Unfortunately they did not attach the meal package to our booking when sending through to the resort. The result was I was overcharged more than $700 for meals and now a week later MyFiji / MyHoliday and the resort are just blaming one another for the mistake and both are refusing to refund me claiming it's the others responsibility to do. I thought the whole point of booking through an agency was so they stepped in and took care of mistakes or issues that came up?? Not so in this case. On top of numerous emails, this week I have called customer service 3 times and every time they flat out will refuse to just put me on the phone with the agent I've been emailing who is supposedly "getting it sorted". Instead they put me through 15 mins of questions and long holds so they can "look into the matter" before telling me to ring the resort myself and speak to them about it because it's not their problem. On top of this when we went to leave the resort on our final morning there we also found out our return transfers were not booked - no boat back to the mainland and no transfer to the airport. We were just lucky the island staff felt sorry for us and agreed to let us on board the boat with the rest of our family who did have tickets. I understand mistakes happen and I'm not an unreasonable person. I agreed to pay the tab under the advisement that it would be sorted the next business day as soon as the resort and agency could communicate. I have itinerary proving the booking we made included all of the above and was paid in full prior to our trip. Everyone acknowledges this and that I am owed the refund. But the run around now, the refusal after an entire week to refund the money, the pass the buck mentality, the customer service staff who just read off scripts and don't even listen to you, the refusal to ever allow you to speak to the same person twice... It is so incredibly unprofessional. They were more than happy to push us for a 10k payment 18 months before the trip even happened to secure our booking but now they don't want any of the responsibility cleaning up the mess they made of the bookings.