Fiji Airways has issued a public apology to passengers affected by the cancellation of a flight to Auckland on December 20, 2025. The disruption, which led to extensive delays and frustration at Nadi International Airport, prompted the airline to acknowledge the inconvenience experienced by travelers.
In an official statement, Fiji Airways expressed its regret, saying, “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 cited “safety and unavoidable operational constraints” as the reasons behind the incident, emphasizing the necessity to resolve issues before allowing the aircraft to take off.
During the delay, the airline provided meal vouchers to passengers; however, they admitted that support was limited due to high demand, especially during the busy Christmas travel season. Priority was given to elderly passengers and families with young children, yet the availability of accommodations remained constrained.
Fiji Airways also recognized that their communication during the delays could have been clearer. “Feedback shows that communication during the delay could have been clearer. Providing timely and accurate information during irregular operations is essential,” the airline noted. The incident coincided with the airline’s busiest operational day, complicating efforts to keep passengers informed.
In light of these challenges, Fiji Airways is proactively reviewing its internal protocols to enhance real-time updates for passengers. The airline is committed to improving training for frontline staff and is considering investments in new systems designed to assist customers more effectively during disruptions.
As a gesture of goodwill, the airline will offer affected passengers a discount code for future travel, acknowledging their patience and ongoing support. This incident highlights not only the operational difficulties airlines face during peak travel seasons but also Fiji Airways’ dedication to enhancing service and customer experience moving forward.