65.7pc reduction

NATIONAL carrier Fiji Airways reduced overall complaints by 65.7 per cent last year.

Company CEO and managing director Andre Viljoen said the airline had also improved compliments by 22 per cent.

“Our overall Net Promoter Score went up from 47 in 2016 to 50 last year,” he said.

The introduction of a new service training program by service expert Ron Kaufman was attributed as one of the main reasons for the reduction in complaints.

Mr Viljoen said this had reinvigorated service objectives and higher customer service standards from the entire team.

He said 1186 participants attended a two-day workshop on achieving superior service as part of the Ron Kaufman UP! Your Service program.

“This project had a significant improvement for us in terms of service in the business and I am pleased to announce that for our service recognition building block, 183 of our staff have earned bronze star awards and four have earned the silver star award.

“We’ve received significant awards such as the World Travel Awards for Australasia’s best inflight magazine and Apex rated us as a four-star airline and as you know, they are a regional rating agency.”

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