Better Business with Soaring Service

Air New Zealand

The Pacific Institute helped Air New Zealand change its culture and become first in customer service.


Increases in Employee Goal Achievement

“Airline of the Year”

By Air Transport World

"Best Airline"

By Which? Magazine


Air New Zealand




After a series of internal changes, Air New Zealand wanted to build a sense of resiliency among its staff. The airline, which employs 10,000 people around the world, faced challenges in engaging staff, retaining employees, and meeting customer expectations.


In 2009, we started working with senior management at Air New Zealand to reshape attitudes across the company and positively impact behavior and performance. Together we designed and launched the Realise Your Potential® program, which was deployed by an internal team of 82 facilitators at the company’s Auckland headquarters and offices around the world.

Nearly all of the company’s 10,000 staff members participated in the program to improve organizational culture and, in turn, improve customer service.


As a result of working with us, Air New Zealand has made significant gains to align its culture and improve performance. The company has reported double-digit increases in the ability of its employees to meet key strategic objectives, and in 2010 the company was named “Airline of the Year” by Air Transport World for its commitment to safety, operational excellence, and exceptional customer service. Air New Zealand was also awarded “Best Airline” by Which? a leading consumer magazine in the U.K. which praised the company for its superior customer service.