Fiji Airways Chief Customer Officer Akuila Batiweti to Share Airline’s Transformation at APEX FTE Asia Expo in Singapore
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Fiji Airways Chief Customer Officer Akuila Batiweti will speak at APEX FTE Asia Expo in Singapore on 12 November, where he will share how the airline advanced from being named Skytrax’s number one airline in the South Pacific last year to becoming one of the world’s top 10 airlines with APEX World Class, as announced last month.
The recognition highlights the airline’s strategic evolution in guest experience, cultural expression, and service consistency. Batiweti will appear in both the End-to-End Passenger Experience and In-Flight Entertainment and Connectivity Innovation sessions at the event, providing insights into how a national carrier from a small Pacific island exceeded global expectations.
“To be now seen as one of the top 10 airlines in the world is huge for a small country like Fiji,” Batiweti reflected. “It’s more than an award. It’s a reflection of how far we’ve come as a small island airline competing on a global stage.”
Aligning Culture with Purpose
Fiji Airways began its transformation in 2016 while ranked 100th globally. Under the leadership of Managing Director and CEO Andre Viljoen, the airline centered its strategy around Fijian values, aligning its internal culture with a broader sense of national pride and guest care.
Batiweti, who has held nine senior roles across the organization, guided the customer experience transformation by instilling a renewed sense of identity and purpose across teams. That focus culminated in the creation of the airline’s core message, “We fly for Fiji,” which became the foundation for its operational and service philosophy.
“We built a culture of ownership, persistence, and pride,” Batiweti explained. “We brought people to realize they’re here for a bigger purpose. The airline is more than just an airline; it is Fiji.”
That message now informs the airline’s product development, employee training, guest interactions, and community engagement. It also underscores the airline’s national significance, with over 70 percent of international visitors to Fiji arriving onboard a Fiji Airways aircraft.
Tackling Inconsistency Across the Journey
Before its transformation, the airline struggled with uneven delivery across guest experiences. Batiweti pointed to fluctuating service standards as a major issue that prevented Fiji Airways from delivering consistent quality across flights.
“Consistency was the number one issue for us,” he recalled. “Guests flying the same route could have entirely different experiences depending on the crew and the day.”
To resolve this, the airline created unified training frameworks, restructured service flows, and emphasized clarity across every frontline and support function. The result produced a more seamless and predictable experience for guests, one that remains closely tied to Fijian hospitality.
Leading Through Empowerment
With operational knowledge spanning nine departments, Batiweti focused his leadership style on authenticity, autonomy, and accountability. He positioned team empowerment as the path to building lasting service improvements and cultural cohesion.
“This is where I figured out I could make a huge impact,” Batiweti observed. “Leadership, for me, is about lifting others. It’s about giving people autonomy and creating an environment where they feel empowered to take ownership.”
That mindset helped reposition customer experience as a shared responsibility, not a department. Employees across the airline began to view their roles as directly contributing to the national mission.
Achieving More with Less
Operating a fleet of fewer than 25 aircraft, Fiji Airways competes without the scale of the world’s largest carriers. Rather than seeing this as a limitation, Batiweti viewed it as an opportunity to deliver more focused excellence.
“Excellence doesn’t require scale. It requires commitment, dedication, and heart,” he emphasized.
The airline used its size to its advantage by accelerating decision-making, tightening quality control, and customizing experiences with greater precision. Guest journeys were redesigned with emotional connection in mind, not just operational efficiency.
Strengthening In-Flight Entertainment Through Embedded Systems
In the IFEC Innovation session, Batiweti will showcase how Fiji Airways uses embedded in-flight entertainment systems as an extension of the brand. Rather than moving away from seatback screens, the airline continues to enhance them with curated content and intuitive design.
“Technology should enhance humanity, not replace it,” Batiweti affirmed.
Embedded IFE aboard Fiji Airways features stories of Fijian life, environment, and cultural heritage. The content introduces guests to the people of Fiji while reinforcing the airline’s commitment to sustainability and national representation.
Batiweti pointed to the long-haul nature of the airline’s routes as another reason for investing in embedded entertainment. He described the platform as essential to maintaining comfort and connection during extended journeys, particularly between Fiji and the United States or Asia.
Improving the Economy Experience
Batiweti highlighted new changes in economy class as a significant focus area for the guest experience transformation. Enhancements include healthier meal options, an expanded wine selection, increased beverage service, and a restructured flow that improves fairness in meal delivery.
“Economy passengers now get real choices, healthier meals, and more value,” Batiweti confirmed.
To eliminate issues where guests at the rear of the cabin had limited meal options, the airline introduced a zone-based service model. Additional cabin crew were added to support more personalized guest interactions during long-haul flights.
Creating Impact Through Local Sourcing
The transformation also extended to how the airline selects and sources onboard products. Fiji Airways shifted its focus to working with local suppliers, particularly those contributing to community development and women’s empowerment.
Floral decorations, juices, and other inflight elements now come from small businesses and social enterprises across Fiji. One juice supplier expanded from two employees to fifteen after securing a contract with the airline. Women from domestic violence shelters now produce handmade decor used in premium cabins.
“We want to make sure the products we offer onboard support our communities,” Batiweti explained. “When we source locally, we’re not just supporting the economy, we’re helping people rebuild their lives.”
From Regional Recognition to Global Acclaim
Last year, Fiji Airways was ranked as the number one airline in the South Pacific by Skytrax. In a new milestone last month, the airline was named one of the top 10 airlines in the world with APEX World Class.
“The day before we won the award, I told our team, we need to get better for year two,” Batiweti shared. “This is not about holding a title. It’s about improving every journey.”
New initiatives are underway across the business, including inflight wellness offerings, refreshed duty-free products focused on Fijian goods, and additional comfort enhancements for long-haul guests. Batiweti emphasized the importance of measurable progress year over year.
“We want guests to walk on board and say, ‘Wow.’ And we want them to notice the difference every time they fly,” he remarked.
Fiji Airways to Present Full Story in Singapore
On 12 November, Akuila Batiweti will join airline leaders at APEX FTE Asia Expo in Singapore to share the full scope of Fiji Airways’ transformation. His presentations in the End-to-End Passenger Experience and IFEC Innovation sessions will detail how leadership, clarity, and cultural authenticity helped lift the airline from regional recognition to one of the highest levels in global aviation.
“If we can reach the world’s top 10 from the middle of the Pacific, then any airline can rise, as long as it leads with purpose, pride, and people,” Batiweti concluded.