Air Niugini has officially launched its Customer Experience Transformation (CXT) Programme, a strategic initiative designed to elevate service standards and strengthen the airline’s customer experience across every stage of the travel journey.
The programme was formally introduced during Air Niugini’s first staff Townhall of 2026, held last Friday in Port Moresby, which also marked the formal welcome of the airline’s newly appointed Chief Executive Officer, Mr Alan Milne.
The CXT Programme will focus on strengthening service culture, refining airline products, enhancing operational systems, and aligning departments across the organisation toward a common goal — delivering a consistent, high-quality travel experience for customers.
As part of the transformation, the programme will examine approximately 800 customer touchpoints across the travel journey — from website and booking processes, airport check-in and lounges, boarding and ground services, to onboard seating, cabin service, inflight entertainment, catering, and arrival experience. The initiative is structured around seven dedicated workstreams, each responsible for specific areas of the customer journey to ensure coordinated improvements across the airline.
Acting Chief Operating Officer and Project Sponsor Captain Samiu Taufa described the programme as a defining step for the national airline.
“CXT is more than a programme — it represents our commitment to elevate Air Niugini’s service standards, strengthen our culture, and modernise the way we operate. Every customer touchpoint matters, and every employee plays a role in shaping the experience we deliver,” Captain Taufa said.
He added that the transformation is anchored in Air Niugini’s Bird of Paradise Service core belief — ‘Respect and Care for All’ – our Pasin bilong yumi.
“These are not simply words. They reflect the values that will guide our behaviour and decision-making as we work together to lift our airline.”
In December last year, Air Niugini was awarded a 3-Star Airline Rating by Skytrax, the internationally recognised air transport rating organisation that evaluates airlines through detailed audits and passenger surveys.
Skytrax assesses product and service quality across areas such as cabin service, seating comfort, catering, inflight entertainment, cleanliness, and overall passenger experience.
A 4-Star rating reflects a high and consistent standard of product and service quality across all categories.
Through the CXT Programme, Air Niugini aims to achieve a 4-Star Skytrax rating by 2027, positioning the airline among leading carriers in the region.
Programme Manager – Joeli Qereqeretabua highlighted the importance of culture in delivering service excellence.
“At the heart of service excellence is mindset. Through the CXT Programme, we are mobilising teams across the organisation and strengthening the standards and capabilities that enable our people to deliver ‘Respect and Care for All’ every day. When we consistently live our values, our customers will see and feel the difference”
The Townhall also marked the formal introduction of Chief Executive Officer Mr Alan Milne to staff across the organisation.
Mr Milne, who previously served with Air Niugini from 2018 to 2020, expressed his appreciation for the warm welcome and his enthusiasm about returning to the national airline.
“I am very pleased to be back at Air Niugini. While some aspects of the business have evolved, the dedication and resilience of our people remain as strong as ever. I am encouraged by the clear focus on our customers and the commitment to raising our standards.”
“My vision is to foster a culture where our people are empowered to identify solutions and deliver outcomes. I fully support our teams as they work through challenges, and I am committed to ensuring we move forward together with clarity and purpose.”
Employees who contributed ideas toward shaping the Bird of Paradise Service core belief were recognised during the Townhall through prize giveaways, including return tickets to a destination of their choice.
The event reaffirmed Air Niugini’s collective commitment to elevating service standards, strengthening its work culture, and delivering a world-class customer experience for Papua New Guinea and beyond. The Townhall was livestreamed to ensure hardworking Air Niugini teams across domestic outports and international stations were able to tune in and be part of the important milestone event.
