Passengers felt like hostages

A passenger on a flight that was delayed for 20 hours in Nadi, has questioned multi-awarding national carrier Fiji Airways capabilities after repeated schedule changes, inadequate communication, lack of basic care, and treatment that fell below reasonable expectations from a national carrier that branded itself “the best airline in the Pacific.” 

In an open letter to the government, Alvin Raj said the cumulative impact of such failure caused financial loss, significant emotional distress, physical exhaustion, and disruption to carefully planned travel arrangements. 

“Despite numerous reschedules, no reasonable or consistent explanation has been provided for why Flight FJ 419 has been delayed significantly,” he said.

“Passengers have been left to speculate, rely on rumours, or receive fragmented updates from third parties rather than the airline itself.”

The flight was delayed seven times, he said.

“Despite an overnight delay, passengers were not provided hotel accommodation and were instead asked to remain at the gate,” Mr Raj said.

Accomodation was prioritised for a Hong Kong flight, he said.

“Are passengers on Flight FJ 419 being deliberately subjected to rolling short delays to avoid triggering accommodation obligations?” Mr Raj said.

“When passengers requested drinking water, they were reportedly told to drink tap water. 

“What assurance is being given regarding the safety and sanitation of this water?

What Responsibility Does Fiji Airways Take

Mr Raj said an alternative aircraft or flight should have been arranged. 

“And why, even now, does there appear to be no proactive effort to mitigate the impact of this delay?,” he said.

Aside from the $30 meal voucher, no meaningful compensation was offered for an entire day lost, Mr Raj said.

“Delays of this nature attract strict compensation requirements,” he said.

“Why should passengers travelling from Fiji be treated differently?

“Passengers felt more like hostages, despite having paid premium fares for this service.”

Mr Raj also cited security concerns after passengers were allegedly forced to delete photos and videos documenting the situation.

“On what legal basis was this enforced” he said.

“Who authorised this directive? Were security personnel acting independently?”