Fiji Airways has issued an apology to passengers affected by the cancellation of an Auckland-bound flight on 20 December 2025, following hours of delays that led to frustration and angry scenes at Nadi International Airport.
In a statement, the national airline acknowledged the inconvenience caused and accepted responsibility for falling short of passenger expectations.
“Fiji Airways sincerely apologises to all passengers affected by the significant delay of the flight bound for Auckland on 20 December 2025. We understand the frustration and inconvenience caused by the prolonged delay and the challenges you experienced while you were waiting for your departure,” the airline said.
According to Fiji Airways, the disruption was caused by “safety and unavoidable operational constraints” that had to be resolved before the aircraft could depart.
“The safety of our passengers is always our top priority and ensuring everything was in place meant adjusting the departure time on this occasion,” the statement said.
The airline confirmed that meal vouchers were provided to affected passengers while they waited at the airport.
However, it acknowledged that support measures were limited due to high demand during the peak Christmas travel period.
“We recognise that when delays extend for several hours, additional support such as accommodation or travel assistance may be appropriate. On this occasion, our team made every effort to secure hotel rooms; however, due to the high demand during the Christmas travel period, only a limited number were available,” Fiji Airways said.
The airline said the limited accommodation was prioritised for elderly passengers and families travelling with young children, adding that assistance is assessed on a case-by-case basis.
Fiji Airways also conceded that communication during the disruption could have been handled better.
“We acknowledge the feedback that communication during the delay could have been clearer. Providing timely and accurate information during irregular operations is essential to us,” the statement said.
The airline explained that the situation was compounded by exceptionally high operational pressure.
“On this occasion, operations were significantly stretched as it was the busiest day ever recorded in Fiji Airways’ history, which impacted our ability to share updates as promptly as we would have liked,” it said.
To prevent similar issues in the future, Fiji Airways said it is reviewing internal procedures to improve real-time passenger updates, enhancing training for frontline staff, and investing in systems to better support customers during disruptions.
As a goodwill gesture, the airline confirmed that affected passengers will receive a discount code for future travel.
“This is our way of thanking you for your patience and continued support,” Fiji Airways said.
