Papua New Guinea’s national carrier Air Niugini has launched a fresh customer experience improvement drive, acknowledging the need to lift service standards and restore passenger confidence after a difficult festive travel period.
The airline confirmed that staff from across its operations gathered in Port Moresby last Friday, January 23, for the first in a series of workshops aimed at reshaping how customers are supported from ticket purchase through to arrival.
Air Niugini admitted that the recent Christmas and New Year period placed extraordinary pressure on its operations, with disruptions affecting many travellers and frontline employees. Management said those challenges exposed gaps in communication, coordination and support systems that now require urgent attention.
The customer-focused program is centred on improving how the airline keeps passengers informed during delays, assists travellers needing help, and ensures consistent service delivery across the network, particularly when schedules are affected.
As part of the reform effort, Air Niugini underwent an international service quality audit by Skytrax in November, providing an external assessment of how passengers experience the airline across the full journey. The findings have been used to identify priority areas requiring improvement.
Officer In Charge Captain Samiu Taufa said 2026 marks a turning point for the airline as it works to rebuild trust and strengthen internal capability.
“This year is about changing the narrative and moving Air Niugini forward. We are committed to service transformation and to empowering our people at all levels to serve with passion, discipline and empathy,” Captain Taufa said.
“Our customers deserve more than simply purchasing a ticket — they deserve to experience the warmth, care and respect that reflect who we are as Papua New Guineans and how we take care of people,” he said.