I checked in online at least 10 hours before my flight back to Port Moresby, which was originally scheduled for 8.25am.
I received an email notification three hours later informing me that the flight had been rescheduled to 2.30pm departure.
I arrived at the airport at about 1pm, a full two-and-half hours before the rescheduled departure time.
However, the check-in agent informed me that check-in had already closed.
I explained that I had completed my online check-in and only needed a manual boarding pass.
The agent insisted that they were only doing manual check-ins due to a system outage at the Goroka office.
Despite my repeated explanations that I had successfully checked in online using Air Niugini’s own system, the officer refused to assist me and became increasingly argumentative and unhelpful.
I was forced to seek assistance at the customer service counter, where a helpful gentleman named Freddy was able to confirm that my three seats were still available.
He advised me to return to the check-in counter to receive my manual boarding pass.
However, upon returning to the check-in counter, the same officer instructed me to go back to customer service, causing further frustration and delay.
This experience was incredibly frustrating and reflects poorly on Air Niugini’s customer service standards.
The check-in agent’s behaviour was unprofessional and unaccommodating, and his lack of knowledge regarding the airline’s systems and procedures was concerning.
I urge you to address this issue and provide necessary training to your staff, particularly regarding online check-in procedures and handling system outages.
I also hope that you will take steps to improve the overall customer service experience at Goroka airport.
James Wila
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