Fiji Airways has issued an apology to its passengers after a lengthy 20-hour delay on its Nadi to Auckland flight on December 20, 2025. The airline acknowledged the significant distress and inconvenience this delay caused its customers in an official statement.
Prioritizing safety and punctuality, Fiji Airways admitted it fell short of its standards this time. The airline clarified that the delay was due to essential safety and operational issues that needed resolution before departure. “The safety of our passengers is always our top priority,” the statement emphasized, reinforcing that the delay was necessary to adhere to safety protocols.
To mitigate the discomfort caused by the delay, Fiji Airways provided meal vouchers to passengers and worked to arrange hotel accommodations where feasible. However, the airline faced challenges in securing adequate rooms due to heightened demand during the Christmas period, prioritizing elderly passengers and families with young children. They also acknowledged that their support did not meet passenger expectations in some cases.
The airline recognized the difficulties in communication during the delay, particularly on what was one of their busiest days. “We are reviewing our processes to strengthen how we communicate with customers in similar situations in the future,” the statement noted.
To improve the overall customer experience moving forward, Fiji Airways is evaluating its internal procedures and investing in training for frontline staff, along with new systems to handle passenger support during operational disruptions more effectively. As a goodwill gesture, all passengers affected by the delay will receive a discount code for future travel, reflecting the airline’s appreciation for their patience and understanding during the ordeal.
This incident underscores Fiji Airways’ commitment to learning from its experiences, aiming for enhanced service and operational resilience in the future. The company’s proactive measures signal a positive step towards better customer relations as it seeks to ensure that similar issues are addressed more effectively going forward.