PNG Air Niugini Sets Sights on 4-Star Rating with Service Overhaul

A renewed push to raise service quality is underway at PNG’s national airline, Air Niugini, following the launch of its Customer Experience Transformation (CXT) Programme during its first 2026 Townhall in Port Moresby.

The staff gathering also served as the official welcome for new Chief Executive Officer Alan Milne, who returns to lead the airline after previously serving in the role several years ago.

The CXT Programme is structured around seven workstreams and will scrutinise about 800 service points along the customer journey. These range from digital platforms and reservations to airport lounges, boarding procedures, inflight entertainment, seating, catering and post-flight services.

PNG Air Niugini Sets Sights on 4-Star Rating with Service Overhaul

Captain Samiu Taufa, Acting Chief Operating Officer and Project Sponsor, said the initiative reflects a unified commitment across departments.

“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,” he said, referring to the Bird of Paradise Service belief of “Respect and Care for All”.

Air Niugini earned a 3-Star Airline Rating from Skytrax in December, an internationally recognised benchmark based on product and service quality audits. Management has set a clear target of achieving a 4-Star rating by 2027.

Programme Manager Joeli Qereqeretabua said culture would play a decisive role in the transformation.

“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.”

Mr Milne told staff he was encouraged by the airline’s renewed focus on customers and staff empowerment.

“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.”