Our national airline has come under scrutiny a bit in the social media in recent times due to service delivery, including handling of disruptions. This is not gone unnoticed by Government and the executive management of Fiji Airways.

The Attorney-General Aiyaz Sayed-Khaiyum yesterday stated Government, as the major shareholder, has held firm discussions regarding this issue.

He said going forward they expect improvements in that area.

“I have raised those issues with executive management. The fact is all airlines in the world have disruptions,” he said.

“The trick is how you handle those disruptions and how you minimise the public fallout as a result of those disruptions.

“Fiji Airways management and board have accepted there may have been some lapses and they are putting in place various measures.”

Mr Sayed-Khaiyum said this includes the need for staff to have some sort of ownership.

“This is because airlines are not only about flying and carrying people but also about on-the-ground services are also good,” he said.

“So for example if a flight is diverted from Nausori to Nadi, it is about making sure the people do get to Nausori and in a manner that is without emotional disruptions.

“That is being addressed and there is recognition that it needs to be addressed.

“It is critical when you provide service, it is not only about plane, bus, or taxi, it is the care about looking after the passenger when they get off the provider.”

Feedback: stella.moresio@fijisun.com.fj