Air New Zealand staff and engineering troubles are being blamed for the delays suffered by passengers stranded in Hawaii last week.
The airline has completed its review into flight NZ9 from Honolulu to Auckland, which was postponed at least three times.
Chief executive Christopher Luxon oversaw the review, which confirms the cause of the stranding was an engineering problem.
However, Mr Luxon said a series of shortcomings in the airline's management, including its dealings with customers was also identified, and he's apologising again to customers he says were let down.
The disruption should have been managed better on many levels and valuable lessons have been learned, he said.
Air New Zealand is trialling a new communications system to better contact passengers and will also create a specialist team to send to affected flights to help deal with disruptions.