A customer focused forum organized by Air Niugini in Port Moresby over the weekend was hailed a success with eighty people from the airline’s key business partners who participated.
The forum gauged views from ANG clients on the level of customer services being provided at present and suggested ways to improve.
Air Niugini Chief Executive Officer, Simon Foo in his opening address said for the last five years, the airline has been allocating resources and time on the rapid expansion of the fleet and some aspects of customer service were overlooked.
However, he said such a forum provided an avenue for the airline management to hear direct, accurate and timely information from customers which will in turn help Air Niugini improve its services.
Mr Foo said “ Aviation is a highly regulated , compliant industry and our safety record shows what we do. However, like safety, customer service is just as important and we welcome criticism from you with the hope that the feedback will help us to see how best we can lift the standard of customer services at Air Niugini.”
Customers were divided into nine groups and had the opportunity to raise questions from airfares to flight schedule, flight delays, in-flight meals, Frequent Flyer Program, Executive Club Membership renewal, lost baggage, ticketing and other general customer service issues.
Mr Foo and the management team responded to most queries and assured customers that they will go back and work on the issues that need improving so that Air Niugini as a business knows what it is doing right and what needs to change.
Apart from raising issues on areas that need improving, customers also pointed out on areas that stand out within the airline. Almost all groups agreed that Air Niugini’s cabin crew provide an excellent, genuine service with a lot of smile.
Air Niugini Manager Technical Training and forum facilitator, Richard Coles said nobody can tell an organization about how well it is performing than its actual customers.
He said “ Customers constitute thousands and thousands of moments of truth. Every time, we have an interaction with a customer whether its 15 seconds or 15 minutes, that moment can confirm in the customer’s mind if he or she has made the right choice to fly with us.”
He said most often organizations get so internally focused with their products and services that they do not realize what a customer wants.
“ Customer service is no longer a one shot effort, it has to be continuous, it’s no longer an option but a business priority.” He said.
In closing the forum, Mr Foo surprised participants by giving away three airline tickets, the first prize was a return ticket for two to watch the state of origin grand final live in Australia, followed by a similar ticket to watch SP Hunters Game and the final prize was a ticket for two to join Air Niugini on its next inaugural flight, whenever the flight is planned for in the future.