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How does a little-known regional player outperform industry giants? Watch the video to find out!
Fiji is a small country with a small national airline — just 2000 employees and a couple dozen planes. Yet Fiji Airways is a heavy-hitter in the aviation world: The airline is ranked #14 in the world and it’s one of just 40 airlines worldwide with a Five Star Major Airline ranking from APEX.
On top of that, Fiji routinely ranks #1 in the Pacific region — ahead of much bigger international carriers. And it wins dozens of service and customer experience awards every year.
So how does this tiny airline punch so far above its weight?
It starts with a relentless focus on continuous service improvement.
My team and I have been working with Fiji and its leadership team for half a decade. And in that time, they’ve developed a world-class team that’s educated and empowered to create more value for their customers… for their colleagues… and for their nation.
The airline has succeeded at tapping into the caring Fijian culture – and today every member of the airline offers distinctively Fijian service and hospitality in every single interaction. In the process, they’ve become an inspiration and role model for the rest of the nation.
Watch Ron’s interview with Fiji Airways CEO Andre Viljoen to discover more.
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Below is an Autogenerated Transcript
How have you seen this “We Fly for Fiji” influencing the nation, the way in which education is occurring, the way in which the the national sense of pride is evolving?
So, we’ve become the role model company for the country. And our leadership and our staff, and the awards that we win has made every Fijian proud and aspiring to do the same. So, I think as a role model, I’m believing that part where we compete against the giants, where we are a small little operator and we’re standing alone… I always say the moments that spoke so much, we had some of our staff with me in Los Angeles, when we got the APEX Five-Star Major Airline, and I got on the stage next to… I was just sitting there and then on the stage next to the CEOs of Delta, Air France — these are airlines with hundreds and hundreds of aircraft — and Emirates. And then they say Fiji Airways Five-Star Major Airline. And you think, well, we’ve got 2000 people. We’ve got 24 aircraft. And I’m standing alongside the giants.
And then coming back into the country, and the accolades that we got right across the country for these awards, it speaks volumes. And you can see the pride of the nation saying, let’s all aspire to do the same. But you know, it’s the people that make it, it’s the team. And we’ve been talking about the leadership that I’ve had here. But let me tell you, without the team, leadership means nothing.
