PNG National Airline Air Niugini Moves to Reset Service Standards After Travel Disruptions

PNG travellers can expect gradual improvements in how Air Niugini delivers its services as the airline begins a structured program to strengthen customer care across all stages of travel.

The initiative began with an internal workshop in Port Moresby that brought together staff from customer service, ground operations, cabin crew, engineering, catering, information technology and other departments to align on service priorities.

 PNG National Airline Moves to Reset Service Standards After Travel Disruptions

Air Niugini acknowledged that operational pressures during the recent holiday season placed strain on both passengers and employees, resulting in delays and frustration. The airline said those experiences highlighted the need for clearer processes, stronger coordination and better communication during disruption.

Management said the current work focuses on ensuring customers are treated with consistency and care, especially when flights are delayed or schedules change, while also improving the support provided to frontline staff.

An independent review conducted by international airline assessor Skytrax late last year has provided a benchmark for service performance and a roadmap for improvement. The airline said the audit offered a transparent view of customer expectations and how those expectations can be met.

Captain Samiu Taufa said Air Niugini is committed to reshaping how it serves the public while strengthening internal culture.

“We know there are areas where we must improve, particularly in how customers experience our service from booking through to arrival,” Captain Taufa said.

“We ask for the continued support of our valued passengers as we strengthen our systems, our people and the way we serve,” he said.