AirNZ loses customer

[happytraveller]

I know that what I am going to write is going to be controversial. I fly a lot, and get to fly with many different airlines. I used to fly a lot with AirNZ but the recent experiences onboard (and even prior to boarding) have convinced me that I will not book more tickets with AirNZ if I can avoid it.

I flew down from Tokyo to CHC on NZ90 and had very poor service, even from trying to get a boarding card in transit at Tokyo (no AirNZ staff on duty until 3 hours before the flight). The cabin crew came around with a jug of water near the start of the flight, but that was all. No other drinks, no drinks trolley, just a jug of water for passengers. The main 'meal' (and that is a very generous word to describe something the size of a snack for a child) took over 1 hour 55 minutes to arrive, and that was when most people wanted to try and sleep (night flight). If AirNZ think that an adult is happy with a 3cm X 3 cm brownie as a 'dessert' then they very much mistaken. I paid an adult fare, yet received child portions for the 'meals'. I do not like having to ask for drinks during the night, on good airlines the staff walk through the cabin occasionally with juice and water, but now on AirNZ the crew seem to disappear for the night. A smile from the crew might have gone a long way, but they were too unhappy for that. I know that nobody likes working nights, but you cannot take it out on the passengers.

The flights to/from Fiji were also not a happy experience. Same poor quality meals, and the insult of a NZD10 charge if you wanted to watch a movie. And that is on top of the NZD25 bag charge, NZD 4 credit card fee and NZD25 'meal' charge. So far, emails to NZ flight comment have been a waste of time, indeed NZ Flight Comment seem very reluctant to reply. I will not waste more time on emails to AirNZ, clearly they are a lost cause. It does not surprise me that they are losing money on their long haul, as other airlines (such as Emirates) are offering a superior service. But what is surprising is that AirNZ were good once, very good. Not anymore.

What was once a great airline, with good onboard service and helpful, happy staff has gone downhill, and down a long hill too. I am lucky because I can choose which airlines I fly on, but I will not be choosing AirNZ again when I have the choice. We live an learn, the last 3 trips with AirNZ have taught me.

smooth landings.

[deeknow]

Not quite sure why you're complaining, its very clear when you book a flight what you can expect to receive during it, ie you pay for extras now on all internationals dont you? Didnt your travel agent make that clear? It is very Ryan-air I know but is also becoming more common across the industry now right (you should know

[happytraveller]

but the point is that I have paid for it, just that AirNZ do not want to provide the service afterwards. And also, who thinks that Air Points are a good frequent traveller scheme now??

I can see no reason to pay AirNZ prices for poor service. There are other carriers who offer much better service, so AirNZ have lost me now.

Sad thing is that the government will prop them up again and again. Anyway, I am avoiding them in future.

smooth landings (non-AirNZ)

[deeknow]

QUOTE (happytraveller @ Mar 22 2012,4:26 PM) <{POST_SNAPBACK}>

but the point is that I have paid for it, just that AirNZ do not want to provide the service afterwards

Gotcha, that is disapointing. Ping them on twitter, you never know, they might compensate you so they arent publically shamed

[Adamski]

It does seem an awful shame - to degrade the quality of service so much.

My last Air New Zealand flight was long-haul from Los Angeles - but that was 10 years ago! It was in the "thrombosis scare" days, so not only were passengers served regular (free) orange juice - they were encouraged to (also) help themselves at any time in the galley. We were also encouraged to moved about the aircraft as much as possible - which would have inconvenienced the staff a fair bit. All was done in a cheerful manner, in what seemed to me to be over and above the typical politeness. I love my food - and all the meals were incredible, considering the ingenuity they have to use to fit them into such a small space. On descent, children were roped in to dish out the sweets.

Every Air New Zealand member of staff becomes an ambassador for New Zealand. I can't imagine the impression people may get now, if that's the first NZ experience they have.

I'm still a firm believer in a high level of nationalisation - or heavily taxpayer subsidised services at least. For all the extra cost in providing a decent *national* (flag-bearing) airline, we'd recover that multifold in tourist income. It's the old story - short term saving ... long term LOSS.

[benwynn]

unhappytraveller strikes again!

[mfraser]

I had an absolute shocker coming back from Rarotonga on an Air NZ A320 - the head flight steward was an absolute b!!!!! Its about 5am, in the cruise, a few bumps, seatbelt sign on, and I needed to make myself more comfortable - so I begin to make my way towards a toilet. At the top of her voice "The seatbelt sign is on sir, return to your seat". "Ummm, I need to use the toilet??". At the top of her voice with other passengers now staring at me "Unless you're about to wet your pants sir, return to your seat". I mean, REALLY??!?!? So dutifully I went back to my seat, paused a moment, then returned and said at the top of MY voice "I'm about to wet my pants now Miss - can I PLLLEEEEAAASSSSEEE use the toilet??". Got a few giggles from the passengers but really - WTH.

QUOTE (happytraveller @ Mar 22 2012,4:26 PM) <{POST_SNAPBACK}>

I can see no reason to pay AirNZ prices for poor service. There are other carriers who offer much better service, so AirNZ have lost me now. Anyway, I am avoiding them in future.

I too will NEVER fly medium haul on an A320 and will avoid Air NZ where ever possible now........

[Ian Warren]

Seems the cabin staff and service need a full upgrade .. bloody ARBUST get rid of them for starters ... cheap fairs go with 3rd class service , as long as i get my window seat .. ten/eleven hours not eating i'm fine .. course a few drinks required , hells ya on holiday .. but with knowledge and travel experienced both you Matt and especially you Jerry and with such service maybe its time they dump the cheap ass fairs and return it to a more quality service , don't help having the country's leaders ripping the system for the polish and brass ...

[Venge]

I have not flown with AirNZ for about 4 years now, it is sad to hear they are slipping on the customer service. There is no excuse to cut customer service to the level you guys are describing. I guess if that is what they have to do to remain competitive then the govt should accept these guys are doomed and never invest another cent of the tax payers money into a lost cause.

[Dontcopy]

Hmm, I went to and from Fiji last April on an ANZ A320, apart from the fact they screwed up the seating arrangements the flight was fine, got a decent meal and as much coke/coffee/tea as you wanted.

[Charl]

It's all in the expectation... when I fly cattle class I expect absolutely nothing, and generally have a very pleasant flight.
Air NZ is obviously trying out various flavours of air travel, and perhaps you found the 'test phase"
Now you can decide up front whether you want a biscuit, and what shape:



Any case, flying longhaul on a narrowbody is just silly, don't know why Air NZ thinks A320's are a good idea Transtasman.
Mind you, it's not just them: the Qantas Sunday night red-eye B738 Sydney-Auckland is the closest thing to the journey from hell I can imagine.
It is jampacked 6-abreast (I think they pulled out the crew jump seats and I've never dared look for a loo) and has no service whatsoever.

[Ian Warren]

QUOTE (Charl @ Mar 24 2012,10:55 AM) <{POST_SNAPBACK}>

It's all in the expectation... when I fly cattle class I expect absolutely nothing,

Just think , almost 100 years since the Titanic sunk ... most who perished where in the cattle class 'Steerage' it was called back then , jeepers time has really changed nothing .

[Charl]

Joke is, in an airliner,"First Class" is up front.
While giving arguably the best ride, you also are first at the scene of the accident.

[happytraveller]

Couple of points here......

I had already paid in advance for the services, so when I did not get them, was not so happy. Also, some other airlines have much better onboard service. It just seems now that the service onboard AirNZ is not what is was previously and that the cabin staff are nowhere near as good as they used to be. I realize that a lot depends on the crew onboard a particular flight, but recent experiences showed me that the average is now much lower. Even if the crew do not like working night flights, they cannot take it out on the passengers.

The good thing is that it is very easy for me. I have had three less-than-good trips with AirNZ (=several flights), so I am simply going to try and avoid them in future. Without mentioning names, there are far better airlines around, and I am going to choose others instead of AirNZ. And then there is the downgrading of the Air Points scheme, another nail in the coffin.

Sad that a once good airline has gone downhill so much.

smooth landings.

[Charl]

As said, it's in the expectation.
If you are sure you didn't get what you actually paid for, take it up with the airline.
But I will 100% guarantee that if you fly any particular airline enough times, you will have the odd disappointment too.
It's a free world, try your luck on the next one.

[victor_alpha_charlie]

QUOTE (Charl @ Mar 24 2012,10:55 AM) <{POST_SNAPBACK}>

Any case, flying longhaul on a narrowbody is just silly, don't know why Air NZ thinks A320's are a good idea Transtasman.

Trans-tasman = long haul? Lol? What do you want, a 777 for every sub- 4h flight? In mainland USA, Europe and even Australia one can fly for longer and still be on a domestic flight...

I recently flew SYD-WLG on a Jetconnect 738 and the flight time was just shy of 3h - certainly felt a bit shorter than some of the real long haul flights I've done such as KUL-FCO in cattle class on MH.

All the recent Air NZ flights I've been on have been great - the most recent of which was a CHC-MEL-WLG. The ticket was booked through Air NZ but sadly I was subject to their codeshare agreement with Pac Blue on the way over. Certainly less than impressive however the return trip on an Air New Zealand A320 was great.

Perhaps try the likes of Jetstar or Pacific Blue HT, I for one am not looking forward to the post that you make after your experience with them!

[Ian Warren]

QUOTE (Charl @ Mar 24 2012,11:04 AM) <{POST_SNAPBACK}>

While giving arguably the best ride, you also are first at the scene of the accident.

Hmm , very true .. DC-10 crash at Sioux City in 1989 , about a third perished , the majority off the people who died were in first class , even the pilots survived , the nose of the aircraft rolled and tumbled spooling the wire looms around the cockpit saving them , later that afternoon 6.00/6.30 rescue was packing up 'RedDog' was the fire chiefs name of all things saw a hand poke out tumbled ball what was the nose .

[Charl]

QUOTE (victor_alpha_charlie @ Mar 24 2012,12:27 PM) <{POST_SNAPBACK}>

Trans-tasman = long haul? Lol? What do you want, a 777 for every sub- 4h flight?

Yes, or better still, an A380.
Best ride yet.
There is no way I would go to Melbourne, say, on a narrow-body.

Ian, I have this picture in mind:



That would've spilled the gin... or whatever they give you on that airline.

.

[Ian Warren]

Oh Jolly Blimey .. may the fleas of thousand camels nest under me armpits .. what did 'Achmid' do this .. Oh Jolly Blimey ... ill kill you

[benwynn]

QUOTE (Charl @ Mar 24 2012,10:55 AM) <{POST_SNAPBACK}>

It's all in the expectation... when I fly cattle class I expect absolutely nothing, and generally have a very pleasant flight.
Air NZ is obviously trying out various flavours of air travel, and perhaps you found the 'test phase"
Now you can decide up front whether you want a biscuit, and what shape:



Any case, flying longhaul on a narrowbody is just silly, don't know why Air NZ thinks A320's are a good idea Transtasman.
Mind you, it's not just them: the Qantas Sunday night red-eye B738 Sydney-Auckland is the closest thing to the journey from hell I can imagine.
It is jampacked 6-abreast (I think they pulled out the crew jump seats and I've never dared look for a loo) and has no service whatsoever.

What other configuration would they use for a 737-800? A 2-2? Yeah, thats a great idea And removing the crew jumpseats? Where do they sit then? Additionally, don't know what you heard about this so called 'Red Eye' (flight leaving 8pmish?) but it is a full service flight and includes Dinner.

NZ-East Coast Australia is a 3, maybe 3:30 flight. Its most certainly not a 'long haul.' Plenty of wide-body options for TT, but most people are happy to pay a cheap price, to sit in their seat for 3 hours, without the need for a meal, tea, coffee, cookie etc (tea and coffee + water is provided free on NZ and VA flights).

Rant Over.