No online booking system for domestic flights affects tourism: Tanna resort owner

April 1, 2025 10:13 pm | Posted in Business News | Share now TwitterFacebook

By Charles Hakwa.

Tourists visiting Vanuatu often want to explore islands beyond Efate, but AV3 (formerly Air Vanuatu) does not offer an online system for booking domestic flights. This lack of connectivity creates delays for travellers seeking same-day connections after their international arrival.

John Nicolls, owner of Rockwater Resort in Ipak Bay, Tanna, says the situation is frustrating and discourages visitors from travelling to outer islands. He believes this issue impacts both Port Vila and the islands, as many tourists only come to Vanuatu for its outer islands.

Nicolls notes that while Port Vila is recovering from the earthquake, outer islands were unaffected—a fact that should be better promoted. Instead, the inability to secure flights is pushing travellers away.

Many tourists on complex itineraries are unwilling to risk being stranded in Tanna and missing international connections. Nicolls says AV3’s history, combined with Air Vanuatu’s failure to reimburse prepaid tickets, has damaged trust. Travellers are now wary of booking, fearing they will lose their money if flights are cancelled.

To assist, Rockwater Resort arranges domestic flights for guests—a time-consuming process offered free of charge. Nicolls argues this should not be necessary and that travellers should have direct access to a reliable booking system.

Booking challenges continue

Currently, AV3 requires payment within weeks of booking, even for travel months later. If customer support misplaces payment details—a common occurrence—reservations are cancelled. Nicolls says this has repeatedly happened to Rockwater guests, adding stress and uncertainty.

The resort monitors all bookings to ensure e-tickets are issued. If an email confirmation is missing, they contact guests to verify ticket status. Travel agents, unwilling to deal with these hurdles, have stopped promoting Vanuatu’s outer islands.

Nicolls believes that if AV3 introduced a functional online booking system, outer island visitor numbers would triple within a month. However, he argues that rebranding Air Vanuatu as AV3 has done little to restore confidence.

Even when flights are booked, many travellers hesitate to confirm due to past experiences. Nicolls criticises the government for relaunching AV3 without addressing Air Vanuatu’s financial failures. He says this was a public relations failure, further eroding trust in Vanuatu’s tourism sector.

Limited domestic capacity

Nicolls says the ATR 72 aircraft has not improved tourism to Tanna due to a lack of promotion. He expected AV3 and the Vanuatu Tourism Office (VTO) to collaborate with resorts on special air-and-land packages, but this has not happened.

Despite frequent claims of full flights, guests report arriving on half-empty planes. On March 26, 2025, a flight to Tanna was only two-thirds full, yet some travellers were told no seats were available.

Nicolls argues AV3’s inconsistent operations hurt accommodation providers, tour operators, local markets, and businesses. The uncertainty has scared off foreign investors and restricted local investment. Without a steady flow of international visitors, Tanna’s economy is suffering.

The resort owner believes the future for exports is negligible, tourism is the fastest creator of wealth for Vanuatu, and the country’s Unique Selling Points (USPs) are in the outer islands. Yet, finding a solution to the domestic airline issue, regardless of plane type, is taking an eternity.

Call for a competing airline

Nicolls believes a single airline with a monopoly over domestic routes is unhealthy, leading to inefficiency and high costs. Many international flights arrive in the afternoon, forcing travellers to overnight in Port Vila before reaching Tanna—an added expense they would rather avoid.

He argues that AV3 must learn to operate competitively rather than relying on government protection. He also claims that the government rejected an offer from Fiji Airways to service Tanna and Santo after Air Vanuatu collapsed.

According to Nicolls, Fiji Airways, with its extensive international network, reliable fleet, and profitable operations, proposed immediate services—three weekly flights to Tanna and five to Santo. The airline also reached out to him to create travel packages.

Nicolls says allowing Fiji Airways to operate would have boosted Vanuatu’s reputation and made it easier for travellers to reach the islands. Instead, he believes the government’s decision to protect AV3 has left the airline struggling and unable to meet demand.

The Daily Post reached out to the Ministry of Infrastructure and Public Utilities for comment on whether Fiji Airways had been stopped from offering domestic services. No response was received before publication.