Fiji Airways apologizes for Auckland flight disruption during peak holiday travel

Fiji Airways has publicly apologized to passengers impacted by the cancellation of a flight to Auckland on December 20, 2025, which resulted in significant delays and frustration at Nadi International Airport. The airline acknowledged the inconvenience caused and took responsibility for not meeting passenger expectations during this peak travel period.

In a statement, Fiji Airways expressed its sincere apologies, stating, “We understand the frustration and inconvenience caused by the prolonged delay and the challenges you experienced while you were waiting for your departure.” The disruption was attributed to “safety and unavoidable operational constraints” that needed to be addressed before the flight could take off.

While the airline offered meal vouchers to affected passengers, it recognized that support options were severely limited due to the high travel demand during the holiday season. The statement highlighted that the limited hotel accommodations available were prioritized for elderly travelers and families with young children.

Fiji Airways admitted that communication during the incident could have been improved. “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 airline noted. The challenges were exacerbated on that particular day, which marked the busiest day in Fiji Airways’ history.

To enhance passenger experiences in the future, Fiji Airways is reviewing its internal procedures for real-time updates, improving training for staff, and investing in better systems to support customers during disruptions. As a gesture of goodwill, the airline plans to issue discount codes for future travel to the affected passengers as a token of appreciation for their understanding and continued support.

This situation serves as a reminder of the importance of effective communication and operational readiness, particularly during peak travel seasons, and Fiji Airways is taking steps to ensure that they learn from this experience to avoid similar occurrences in the future.