Air Niugini hosted members of the Young Port Moresby Chamber of Commerce and Industry (YPOMCCI) at its Flight Deck facility in Port Moresby last Thursday, providing an opportunity for young professionals and emerging business leaders to gain insights into the airline’s transformation, future direction and commitment to improving customer experience.

Air Niugini Chief Executive Officer, Mr Alan Milne, in his presentation, outlined the airline’s current position and future direction, highlighting its fleet modernization programme, investment in training and broader efforts to strengthen its capabilities.

“Air Niugini is going through a significant period of change, with our fleet modernization programme providing a strong foundation for the airline’s future. However, our transformation goes beyond introducing new aircraft. It is equally about investing in our people, strengthening our capabilities and ensuring we deliver a better, more consistent experience for our customers,” Mr Milne said.

The airline’s transformation also extends to customer experience, with Executive Manager Customer Experience and Product Design, Mrs Lisa Hill, outlining the initiatives underway to better understand passengers’ needs and use their feedback to drive service improvements. She said Air Niugini’s customer experience journey began in 2023, with the aim of viewing the airline through its passengers’ eyes and incorporating their experiences into everyday business decisions.

Mrs Hill highlighted the establishment of a dedicated Customer Care team in December 2024 and the introduction of passenger surveys in 2025. These initiatives help the airline understand customer concerns, identify recurring issues and work with relevant departments to improve service delivery. While safety remains the airline’s highest priority, Mrs Hill acknowledged the frustration passengers experience when flights are delayed or cancelled. She said improving communication, providing timely assistance and following through on customer concerns were critical priorities in building the airline’s transformation.

“While we have many departments, our passengers experience one Air Niugini. Every interaction shapes how they feel about us, especially when things don’t go to plan,” Mrs Hill said.

The Customer Experience and Product Design Department brings together Customer Care, Service Standards and Training, Product Design and Service Delivery, Kumul Lounges, Inflight Catering and Cabin Services. Working with teams across the airline, these functions contribute to improving the overall passenger journey.

Manager Service Standards and Training, Mr Joeli Qereqeretabua, outlined how seven workstreams are addressing gaps identified in Air Niugini’s 2025 Skytrax assessment, which resulted in a three-star rating. He linked this work to the airline’s target of achieving a four-star rating by 2027 and to improving passengers’ airport and onboard experiences.

Skytrax is an international air transport rating organization that assesses airlines’ products and services, including the quality of their airport and onboard passenger experiences, against international standards.

He highlighted the contribution of operational leaders across the business who are driving changes behind the scenes. He recognized their work in turning service priorities into everyday practice. His message to the young leaders was that progress depends on teams working across departmental boundaries, taking shared ownership of problems and following through on agreed actions.

“When Air Niugini performs well, the benefits reach beyond our passengers. They reach the businesses that depend on us, the communities we connect and the opportunities those connections make possible,” Mr Qereqeretabua said.

He also explained how PASIN, Air Niugini’s service philosophy centered on “Respect & Care for All,” guides employees’ interactions with passengers and colleagues and supports the work to improve service standards across the airline.

Vice President of the Young Port Moresby Chamber of Commerce and Industry, Mr Christian Bovoro, thanked Air Niugini for hosting the engagement and providing valuable insights into the airline’s transformation, future direction and ongoing efforts to improve customer experience.

The engagement enabled members of the YPOMCCI to hear directly from Air Niugini’s leadership, gain a better understanding of the changes taking place within Papua New Guinea’s national airline and learn more about the priorities shaping its future.

The Young Port Moresby Chamber of Commerce and Industry provides a platform for young professionals, entrepreneurs and emerging business leaders to develop their skills, build networks and engage with the wider business community.

Engagements with organizations such as Air Niugini offer members valuable opportunities to learn from industry leaders and gain insights into the operations and strategic priorities of major businesses.

As Papua New Guinea’s national airline, Air Niugini remains committed to investing in its people, strengthening service standards and using customer feedback to improve the passenger experience, with service that reflects the warmth and hospitality of Papua New Guinea.