Fiji Airways has upgraded its economy-class meal service, effective immediately, after taking into account a significant amount of negative feedback from its passengers.
The airline has removed its box presentation concept and most of the burger and wrap selections and will re-introduce tray service with hot meals in economy class on flights to Australia, New Zealand and the South Pacific.
“One of our core business values is that we listen to customers in order to make smart business decisions,” Fiji Airways chief executive Stefan Pichler said. “Our on-board catering, especially on the short and medium haul sectors, attracted their fare share of negative feedback since introduction and we have been taking it all into account.”
Many economy class travellers from Australia have posted reviews of their flights on the Skytrax website, and several have complained about the food.
“The food is awful,” one passenger said. “Nobody expects great food on a plane but what they serve is just a small bun with some sort of nondescript patty, coleslaw, juice and a biscuit. Improve the service and the food and this airline could be considerably better.”
Another Australian customer said the food was “just brown slop with a bone in it and rice”, while a third said: “I would hardly feed it to my dog.”
Members of the Qantas Airways frequent flyer program often redeem their points for use on Fiji Airways services to Nadi because the Australian mainline carrier does not offer its own flights to the destination, although Jetstar and Virgin Australia do.
In addition to the immediate upgrade to its economy-class food, Fiji Airways will launch a signature dish designed by Castaway Island Resort executive chef Lance Seeto for its business class customers from September 1. The dish will feature top quality Fijian produce. A signature welcome cocktail and mocktail will also be introduced, along with a hors d’oeuvre service and specially selected wines.
Mr Pichler said the airline planned further changes to onboard products, including in-flight entertainment, in-flight duty free and the in-flight magazine which will be rolled out in stages.
Fiji Airways’s goal is to become a “leading global boutique airline”, and Mr Pichler said addressing the in-flight experience was a key priority.