AIR Niugini has officially commenced its nationwide roadshow for staff, beginning last week in Mt Hagen, to introduce and reinforce its transformative Customer Experience Transformation (CXT) Programme.
The roadshow involves a town hall meeting with the staff and PASIN Behaviour Sprint Sessions, which is at the heart of the CXT Programme, designed to embed core values into daily operations.
The innovative PASIN Behaviour Sprint Sessions play a vital role in shaping frontline service excellence.
These sessions focus on reinforcing fundamental behaviours, closing the gap between knowledge and consistent delivery, and translating Papua New Guinean values into action.
As part of the rollout, over 40 staff in Mt Hagen are now among a total of 270 team members across Ground Operations, Sales, Customer Care, Cabin Crew, and Lounge Services who have completed these sessions.
Programme Manager, Joeli Qereqeretabua emphasized the significance of PASIN and said these sessions are not just training, they are a reflection of our Bird of Paradise Service core belief, Respect & Care for All.
“The sessions help us live these values daily in our interactions with customers and colleagues. Living our values daily is fundamental to service excellence. Through the CXT Programme and PASIN Sprint Sessions, we are empowering our people to deliver ‘Respect and Care for All,’ making a tangible difference for our customers.”
Officially launched early this year, the CXT Programme aims to elevate Air Niugini’s service standards, strengthen its organizational culture, and modernize operations.
Following the airline’s recent 3-Star Skytrax rating, Air Niugini aims to achieve a 4-Star rating by 2027, positioning itself among leading regional carriers.
The CXT Programme is a key driver in this journey, mobilizing teams and strengthening capabilities to deliver consistent, high-quality service.
Air Niugini Chief Executive Officer, Mr. Alan Milne highlighted the importance of the programme, “CXT is more than a project, it’s a commitment to delivering a world-class experience grounded in our values. PASIN Sprint Sessions bring our service philosophy to life, ensuring every employee embodies Respect & Care for All.”
Mr. Milne added, “Our people’s voice shapes the core belief of our Bird of Paradise Service—Respect & Care for All. PASIN allows us to live this belief through every interaction.”
The ongoing roadshow will continue across other regions, with the goal of embedding this transformative approach into every aspect of Air Niugini’s operations.
The initiative underscores the airline’s unwavering commitment to delivering a seamless, deeply human, and Papua New Guinean experience for all travelers.
Source: Corporate Communications Department