PAPUA New Guinea’s National Airline, Air Niugini officially launched its rebranded loyalty programs, Destinations Frequent Flyer and Air Niugini Kumul Club, during a ceremony held in Port Moresby.
CEO Gary Seddon addressed the audience of management, staff, and partners, highlighting the evolution of the loyalty programs since their inception in August 2009.
With a current membership of 127,000 in the Destinations program and nearly 7,000 Kumul Club members, Seddon noted an impressive growth over the past 15 years, with 85% of members residing in Papua New Guinea (PNG) and 15% overseas.
He emphasized that the Destinations program remains free to join, offering members the opportunity to earn points on flights that can be redeemed for travel or partner goods and services.
The revamped Destinations program introduces three membership tiers: Silver, Gold, and Platinum, allowing members to accumulate status points based on flight frequency and spending. Enhanced benefits, such as added baggage allowance, priority check-in, and lounge access, will be available as members advance through the tiers.
For the Kumul Club, which operates on an annual subscription model, there are three options: Kumul Club Premium, Kumul Club Domestic, and Kumul Club Junior.
Seddon reassured attendees that there would be no changes to annual membership fees, and Premium members will continue to enjoy access to all international lounges in PNG and partner lounges abroad. The airline recently opened new lounges in Manus, Vanimo, and Kavieng, bringing the total to 12 lounges across PNG.
Looking ahead, Seddon announced further enhancements set to roll out later this month, including virtual cards, family memberships, and online features such as statement downloads and claims for missing points.
During his speech, Seddon also acknowledged the challenges faced by the airline in the wake of the COVID-19 pandemic, including supply chain disruptions, rising operational costs, and difficulties in attracting skilled personnel. He acknowledged the need for continuous improvement in customer service, stating, “We cannot accept mediocrity. We have to own that.”
To address these challenges, Air Niugini has invested over K5 million in customer service training for its staff over the past 18 months.
Seddon introduced Lisa Hill, the airline’s new Customer Engagement Manager, who brings extensive experience from the airline and hospitality industries. Hill will play a pivotal role in enhancing customer relations as the airline strives for excellence in service delivery.
As Air Niugini embarks on this new chapter, the introduction of a new fleet of 13 jet planes—expected to arrive within a year—promises to be a game changer for the airline, further elevating the travel experience for passengers.
[Pictures supplied by Air Niugini]