Fiji Airways has publicly apologized to passengers impacted by the cancellation of an Auckland-bound flight on December 20, 2025, which led to significant delays and frustration at Nadi International Airport. In an official statement, the airline recognized the inconvenience caused and admitted it did not meet passenger expectations during the incident.
“We sincerely apologize to all passengers affected by the significant delay of the flight to Auckland. We understand the frustration and inconvenience this has caused during your wait for departure,” the airline stated. The disruption was attributed to “safety and unavoidable operational constraints” that required resolution before the aircraft could take off.
Fiji Airways mentioned that meal vouchers were provided to passengers during the wait, but acknowledged that support was limited due to high demand amid the busy Christmas travel season. The airline noted that accommodations were prioritized for elderly passengers and families with young children, though limited availability hindered broader support.
The airline also admitted that communication regarding the delays could have been improved. “Feedback shows that communication during the delay could have been clearer. Providing timely and accurate information during irregular operations is essential,” Fiji Airways stated. The situation was particularly challenging as it coincided with what the airline described as the busiest day in its history, impacting its ability to update passengers promptly.
To address these challenges moving forward, Fiji Airways is reviewing its internal procedures to enhance real-time updates for passengers. The airline is committed to improving training for frontline staff and investing in new systems to better assist customers during disruptions.
In a gesture of goodwill, affected passengers will receive a discount code for future travel, intended to express gratitude for their patience and continued support. This incident serves as a reminder of the operational challenges faced by airlines during peak travel periods, but also highlights Fiji Airways’ commitment to improving service and customer experience in the future.