Fiji’s national airline boasts an ambitious vision: “To be the most desired, most flown, most profitable airline in the South Pacific”.
To achieve this vision, CEO André Viljoen believes that achieving service excellence is imperative for success. The challenge is to consistently deliver delightful service experiences online, over the phone, inside airports, and up in the air. In 2017, Fiji Airways engaged Uplifting Service to help them achieve just that.
Fiji Airways launched this initiative to gain a sustainable competitive advantage through rapid service improvement and a culture of service excellence. This effort included Certification of 42 Internal Workshop Leaders to implement Service Education for employees across all functions, locations, and levels. With the intention for everyone to “Work as ONE to take the Next step UP”, the positive results speak for themselves.