Air Niugini has launched a companywide Customer Experience Transformation (CXT) programme aimed at improving service standards and positioning the national carrier for a higher international airline rating.
The initiative was introduced during the airline’s first staff town hall of 2026 held last Friday in Port Moresby, which also marked the formal welcome of newly appointed Chief Executive Officer Alan Milne.
The CXT programme focuses on strengthening service culture, refining airline products, improving operational systems and aligning departments across the organisation to deliver a consistent and high-quality travel experience.
As part of the transformation, Air Niugini will review around 800 customer touchpoints across the passenger journey, including website and booking systems, airport check-in and lounges, boarding and ground services, onboard seating and cabin service, inflight entertainment, catering and the arrival experience.
The initiative is organised around seven workstreams responsible for different stages of the customer journey to ensure coordinated improvements across the airline.
Acting Chief Operating Officer and project sponsor Capt. Samiu Taufa said the programme represents a significant step in strengthening the airline’s service delivery.
“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,” Taufa said.
He added that the transformation is anchored in Air Niugini’s Bird of Paradise Service core belief — “Respect and Care for All,” described as Pasin bilong yumi, or the organisation’s shared values guiding behaviour and decision-making.
In December last year, Air Niugini received a 3-Star Airline Rating from Skytrax, the international air transport rating organisation that evaluates airlines through audits and passenger surveys.
Skytrax assesses airlines across several categories, including cabin service, seating comfort, catering, inflight entertainment, cleanliness and overall passenger experience. A 4-Star rating indicates a high and consistent level of product and service quality.
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 said service excellence depends on building the right organisational culture.
“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,” Qereqeretabua said.
Milne, who previously served with Air Niugini from 2018 to 2020, expressed appreciation for the welcome from employees and said he was encouraged by the company’s focus on improving customer experience.
“My vision is to foster a culture where our people are empowered to identify solutions and deliver outcomes,” Milne said. “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 to the Bird of Paradise Service core belief were recognised during the town hall with prizes, including return airline tickets to destinations of their choice.
The event was livestreamed to staff across domestic outports and international stations, allowing employees throughout the network to participate in the milestone event.
