Fiji Airways has publicly apologized to its passengers following a significant 20-hour delay on its flight from Nadi to Auckland that occurred on December 20, 2025. In an official statement, the national airline acknowledged the distress and inconvenience that this extensive wait caused its customers.
Fiji Airways emphasized its commitment to safety and punctuality, admitting that this time, it did not meet its expected standards. The airline explained that the delay stemmed from essential safety and operational issues that needed to be resolved before the flight could take off. “The safety of our passengers is always our top priority,” the statement declared, underlining that the delays were necessary to uphold all safety protocols.
To alleviate some of the discomfort caused by the unexpected wait, Fiji Airways provided passengers with meal vouchers and made efforts to arrange hotel accommodations when possible. The airline faced challenges securing enough rooms due to high demand during the Christmas season, and priority was given to elderly passengers and families traveling with young children. They also expressed regret that their assistance fell short of passenger expectations in some instances.
The airline further recognized that communicating information during the delay posed its own difficulties, as operations were notably taxed on what was one of the busiest days in the company’s history. “We are reviewing our processes to strengthen how we communicate with customers in similar situations in the future,” the statement continued.
In its efforts to enhance the overall customer experience, Fiji Airways is assessing its internal procedures and investing in training for frontline staff, as well as new systems to better manage passenger support during operational disruptions. As a gesture of goodwill, all passengers affected by the delay will receive a discount code for future travel. The airline expressed gratitude for the patience and understanding of its customers amid the challenges faced.
This incident highlights the airline’s commitment to learning from its experiences and striving for improved service in the future, signaling a positive direction for both customer relations and operational resilience.