The Rainbow's End amusement park in South Auckland says people trapped at the top of a roller coaster yesterday were never at risk.
Chief executive Chris Deere said the ride automatically shut down when a fault was detected.
Overheating was being blamed for the incident, which left 28 people suspended about 30 metres above the ground for 15 minutes.
Those trapped included a group of nine holidaymakers from the South Island, who said the park's staff acted professionally but the incident ruined their day.
They said the park could have done more to make the children who were with them happy again, such as offering them a free drink or a hat, instead of just refunding their tickets and apologising.