FIJI Airways has been named one of the top 10 airlines in the world by APEX, the Airline Passenger Experience Association.
It is the smallest airline by fleet size ever to ever earn this honour, and the only airline in Oceania to be recognised.
Less than ten years ago, APEX had Fiji Airways outside the top 100 airlines in the global rankings. In the years since then, but in particular over the past six months, the airline has transformed the inflight experience for its passengers.
The APEX World Class Award is judged through a combination of independent audits and global passenger feedback, and measures excellence across safety, sustainability, well-being, service, and the customer experience.
In a release today, Fiji Airways says the accolade “was the product of a relentless, end-to-end transformation of our people, products, service and more.”
This transformation involved building new supply changes for fresh produce, working with local businesses and manufacturers and introducing an entirely new suite of premium products onboard.
It also saw a menu overhaul and training of hundreds of cabin crew members.
The full complement of changes is currently available on selected flights, with a full rollout scheduled to be complete by July next year.
Andre Viljoen, Managing Director and CEO of Fiji Airways, said ‘this recognition is a proud and historic moment for the airline and for Fiji.
“In 2016, we were ranked outside the world’s Top 100 airlines. Today, through sheer grit, relentless innovation, and the unbreakable spirit of our people, we have risen to be named one of the Top 10 Airlines in the World. This recognition is not just an award, it’s about showing every Fijian, and every member of our team, that we can achieve the impossible. We are the David in a world of Goliaths – and we are winning.”
Speaking earlier this week at the APEX conference, Viljoen spoke about how the airline had introduced cognitive psychology programs to create a mindset where his team sought to be the best in the world.
But he says there are not complacent, noting that the airline needs to improve its digital offering “in all areas of the company”—but in particular its mobile app—while noting that financing a digital overhaul will be costly.
The airline is also focussed on growing its US customer base. Fiji Airways currently flies to Los Angeles, Honolulu, San Francisco and Dallas.