Plan outlines new customer experience addressing customer comfort and wellness, introduces Customer Wellness Champion onboard every flight
Fiji Airways, Fiji’s National Airline, has today outlined its plan for a return to flying once border restrictions ease and travel demand returns. The Travel Ready programme details the airline’s commitment to safeguarding the health and safety of its customers and staff. This includes the creation of a new onboard role of medically qualified Customer Wellness Champions. This role will manage and maintain wellbeing, customer medical safety and promote wellness through service interactions to passengers and crew onboard and on the ground for every flight on the Fiji Airways international network.
Mr. Andre Viljoen, Fiji Airways Managing Director & CEO said: “Our in-house teams, including our aviation medical advisor Dr. Rounak Lal, have been working closely with health authorities and other stakeholders to get Fiji Airways Travel Ready. We have reviewed all interaction points across the Fiji Airways Customer Experience, and taken guidance from the World Health Organisation, IATA and ICAO to draw up enhanced safeguards for our guests and staff when we resume international flights.”
Facemasks will be mandatory for travel for both Fiji Airways and Fiji Link customers once international flights recommence, and guests are advised to have these prior to arriving at the airport for the issuance of boarding passes. All customers must keep their masks on wherever practical throughout their journey, except small children and those unable to do so.
All customer-facing staff will wear Personal Protective Equipment (PPEs). This includes sales office, airport and lounge staff, as well as cabin crew. The re-designed onboard service and experience will reduce contact between customers and crew while maintaining the uniquely warm Fiji Airways hospitality.
Some of the measures and advice for international customers are as follows:
“These are just some of the many measures, actions and changes that our customers and staff can expect for their protection. We will continue to be guided by our stakeholders and health authorities in our efforts. Of course, we remain flexible and can ramp up measures as necessary or as required by the countries we operate to. One crucial factor that will be enforced, but as yet remains unknown, is the entry restrictions or requirements for Fiji and other destinations on our network. Given the expected ‘fluid’ nature of COVID-19-related border requirements – including possible quarantine upon arrival – we encourage all customers to familiarise themselves with what to expect prior to travel through the Travel Ready hub.”
Mr. Viljoen added that further safeguards and exciting customer experience enhancements unique to Fiji Airways will be revealed shortly. This includes further details about the role of Customer Wellness Champions, as well as broadening the airline’s award winning Lailai Land children’s product and the popular Resort Check-in service.
Fiji Airways will await approval from authorities in Fiji and its key international markets before announcing international flight schedules. At present time, international flights remain cancelled through the end of July 2020.