Fiji Airways will be offering further assistance and compensation to the passengers who were affected by the flight delays over the weekend.

A statement from the company said they are currently in the process of contacting all affected passengers.

Manager Public Relations Shane Hussein said: “There are clearly lessons to be learnt and so we are using this as an opportunity to review our disruption management protocols.”

What happened?

On Thursday, Fiji Airways had to cancel the Nadi-Brisbane flight and the return Brisbane-Nadi flight due to flight crew illness.

Mr Hussein explained: “All affected passengers were notified and re-scheduled to fly on the Nadi-Brisbane and Brisbane-Nadi flights the next day (Friday 20) utilising the larger A330 aircraft.

But then

“There were a series of difficulties which beset our weekend operation for which we must offer our sincere apologies to all those customers affected.”

The company alerted all their passengers that the aircraft needed mechanical attention when arriving in Brisbane.

Mr Hussein emphasised that safety is always the first priority at Fiji Airways.

“The comfort and safety of our passengers is our main priority and therefore this necessitated a delay to the departure time for passengers flying Brisbane – Nadi.

“Following examination of the aircraft, it was determined the fix required an extra part to be flown in from another city,” he said.

Due to the attention needed, the flight was then further delayed.

Passengers who were connecting to Los Angeles were re-routed to fly direct, while some others were routed to Fiji via Sydney.

Other passengers were booked from travel the next day via Fiji Airways.

Compensation

The carrier then accommodated the affected passengers.

“Affected passengers were given accommodation and meals at nearby hotels whist awaiting their flights.

“Unfortunately the aircraft part arrived later than expected leading to a series of rolling delays to the departure time on Saturday.

“The aircraft was deemed fit to fly on Saturday afternoon and departed Brisbane at 1711 hours,” he added.

Also on Saturday, the Melbourne to Nadi flight was delayed due to an ill pilot that caused a delay of 14 hours.

Due to the two reasons stated above the Fiji Airways flights to Auckland, Sydney and Los Angeles where delayed on Saturday and Sunday.

Mr Hussein explained: “We are fully aware of the impact this had on our customers and completely understand the frustrations expressed.

“Some of the experiences shared were avoidable and we are extremely sorry for the problems and inconvenience encountered.

“Whilst the events were unforeseen …. every effort was taken to accommodate and communicate with our customers.”

Feedback: rachael.nath@fijisun.com.fj