Fiji Airways apologises, offers discount to delayed Auckland passengers

As a gesture of goodwill, affected customers will be sent a discount code to use on their next trip with Fiji Airways.

This was confirmed by Fiji Airways after passengers raised concerns over a significant delay to a flight bound for Auckland yesterday.

Passengers expressed frustration with Air Terminal Services staff, with tensions reported at Nadi International Airport yesterday morning as delays continued.

Fiji Airways has apologised to all passengers affected by the delay.

“We understand the frustration and inconvenience caused by the prolonged delay and the challenges you experienced while waiting for your departure," a statement by the airline read.

“Our team strives to operate all flights safely, punctually and with clear communication, and we regret that on this occasion we fell short of those expectations,” the airline said.

Fiji Airways said the delay was caused by safety and unavoidable operational constraints that had to be addressed before departure.

“We understand how disruptive delays can be to your travel plans, and we sincerely apologise for the inconvenience caused. The safety of our passengers is always our top priority, and ensuring everything was in place meant adjusting the departure time on this occasion,” it said.

Passenger welfare measures

Fiji Airways said meal vouchers were provided to affected passengers while they were on the ground.

The airline said 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 high demand during the Christmas travel period, only a limited number were available. These were prioritised for elderly passengers and families travelling with young children,” it said.

Support is assessed on a case-by-case basis, and the airline apologised if the options provided did not meet expectations.

Communication challenges

Fiji Airways acknowledged feedback that communication during the delay could have been clearer.

It said providing timely and accurate information during irregular operations was essential, but operations were significantly stretched as it was the busiest day ever recorded in the airline’s history.

“This impacted our ability to share updates as promptly as we would have liked. We are reviewing our processes to strengthen how we communicate with customers in similar situations in the future, and we apologise for the frustration this may have caused,” it said.

What the airline is doing

Fiji Airways said it was taking steps to support customers and improve their experience, including:

• Reviewing internal procedures to ensure better real-time updates during extended delays.
• Enhancing training for frontline teams and working with Air Terminal Services to better assist passengers during disruptions.
• Continuing to invest in systems that improve visibility and care for passengers affected by operational changes.

As a gesture of goodwill, affected customers will be sent a discount code to use on their next trip with Fiji Airways.