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Air New Zealand LAX-AKL-CHC-SYD-LAX  
User currently offlineVulindlela744 From United States of America, joined Jan 2000, 519 posts, RR: 0
Posted (6 years 10 months 3 days 8 hours ago) and read 11452 times:

Just got back from a trip on Air New Zealand. New Zealand and Australia were great. I work for an american carrier here in the states and and have heard some excellent things about Air New Zealand. Unfortunately, I didn't experience that level of service. The crew were okay but on the LAX-AKL leg I had a problem with my PTV and rang my call button for help. Several times a flight attendant walked past my row without stopping to see if they could help. So after several minutes I rang again. Several minutes went by and no f/a. So now I'm thinking that maybe their is something wrong with the call system. Finally after 6 tries someone finally came and helped. From the 1st call to the time someone arrived was close to thirty minutes. I mentioned that perhaps their call system was on the blink. The f/a said that unless there is someone in the galley they don't know if anyone has rung. That is obviously were the audible sound is heard. Well, there was at least 3 f/a's in the galley at any given time. I just got the feeling they didn't much care. On my Christchurch to Sydney leg a man in front of me had ordered a vegetarian meal and she explained that no one had ordered one. Well, the man had the printout from ANZ that he ordered it. Her reply was a very terse I'm sorry and could i get another meal. The man explained that he is a vegetarian due to strict religious reasons. So she just said sorry and just moved on. I was flabbergasted. She couldn't have cared less. I have to say that I spent 2 weeks in New Zealand and the people I met were extremely lovely people and very friendly. She obviously is not a good representation of most Kiwis. The other flights were just ok. I would fly ANZ again but If the same fare were available on Qantas I would probably try them..Also, the food was just okay. Nothing imaginative. In retrospect I would say ANZ is a good airline but not great.

10 replies: All unread, jump to last
 
User currently offlineNzrich From New Zealand, joined Dec 2005, 1521 posts, RR: 1
Reply 1, posted (6 years 10 months 3 days 2 hours ago) and read 11085 times:

Quoting Vulindlela744 (Thread starter):
Just got back from a trip on Air New Zealand. New Zealand and Australia were great. I work for an american carrier here in the states and and have heard some excellent things about Air New Zealand. Unfortunately, I didn't experience that level of service. The crew were okay but on the LAX-AKL leg I had a problem with my PTV and rang my call button for help. Several times a flight attendant walked past my row without stopping to see if they could help. So after several minutes I rang again. Several minutes went by and no f/a. So now I'm thinking that maybe their is something wrong with the call system. Finally after 6 tries someone finally came and helped. From the 1st call to the time someone arrived was close to thirty minutes. I mentioned that perhaps their call system was on the blink. The f/a said that unless there is someone in the galley they don't know if anyone has rung. That is obviously were the audible sound is heard. Well, there was at least 3 f/a's in the galley at any given time. I just got the feeling they didn't much care. On my Christchurch to Sydney leg a man in front of me had ordered a vegetarian meal and she explained that no one had ordered one. Well, the man had the printout from ANZ that he ordered it. Her reply was a very terse I'm sorry and could i get another meal. The man explained that he is a vegetarian due to strict religious reasons. So she just said sorry and just moved on. I was flabbergasted. She couldn't have cared less. I have to say that I spent 2 weeks in New Zealand and the people I met were extremely lovely people and very friendly. She obviously is not a good representation of most Kiwis. The other flights were just ok. I would fly ANZ again but If the same fare were available on Qantas I would probably try them..Also, the food was just okay. Nothing imaginative. In retrospect I would say ANZ is a good airline but not great.

Hi sorry about the experience you had .. Its not the normal service provided on these flights ..

As for the vegetarian option on the CHC-SYD flight there is only one type of vege option available and if the customer has been on a long haul flight and ordered the other type available then no vegetarian meal will be provided on that sector ,due to only one type of special meal available on that sector .. As for the 30 mins without someone answering your call bell that is not usual most calls are answered much more quickly than that .. ANZ is normally a great airline and im sure the next time you fly us you will experience the usual high level of service ..



"Pride of the pacific"
User currently offlineJafa39 From , joined Dec 1969, posts, RR:
Reply 2, posted (6 years 10 months 3 days 1 hour ago) and read 11044 times:

I have always found NZ FA's to be highly attentive and very good when things go wrong, in all the hundreds of flights I have taken with them both long and short-haul I have only ever had one minor issue and the FA at fault wasn't a Kiwi.

You should send them feedback via the website, they pride themselves on service and will take your complaint seriously.


User currently onlineB747forever From Sweden, joined May 2007, 17052 posts, RR: 10
Reply 3, posted (6 years 10 months 3 days ago) and read 10922 times:

What an horrible experience. IS really ANZ lie this or was this a one aa time experience.

Didn't know that ANZ was so bad. Thought they was a great airline.



Work Hard, Fly Right
User currently offlineOA260 From Ireland, joined Nov 2006, 26853 posts, RR: 58
Reply 4, posted (6 years 10 months 2 days 20 hours ago) and read 10619 times:

Quoting Nzrich (Reply 1):
As for the vegetarian option on the CHC-SYD flight there is only one type of vege option available and if the customer has been on a long haul flight and ordered the other type available then no vegetarian meal will be provided on that sector ,due to only one type of special meal available on that sector .

Im sorry but that is the worst excuse I ever heard!!! Its NZ's responsibility to make sure that the right meal for instance VGML or VLML is correctly put into their own systems especially if NZ gave him a print out confirming it !!! Is the passenger supposed to know what code the meal is ??? Besides that the crew member had a second opportunity to go up front and at least Russel up something from J class. Maybe a salad,bread and cheese and make up a small platter!! I have seen it being done on other carriers. I think in times like this its just common sense to try and salvage the situation. He should write in firstly about the meal and secondly about the attitude of the FA!! I'm very surprised at this from Air New Zealand.

Anyway thanks for the report .

OA260


User currently offlinePalmjet From United Kingdom, joined Nov 2001, 1221 posts, RR: 17
Reply 5, posted (6 years 10 months 2 days 15 hours ago) and read 10381 times:

Sorry to read about your experiences with NZ. I've just returned from Hong Kong flying NZ38/39 ex London Heathrow, and it's 20 years since I first flew with Air New Zealand in September 1987.

Both flights were faultless, on time, the crew extremely helpful, the service fantastic, the economy seat comfortable and the food was some of the nicest I've ever had in Economy.

Thank you Air New Zealand for great flights.



Eastern - Number One To The Sun
User currently offline777ER From New Zealand, joined Dec 2003, 12082 posts, RR: 18
Reply 6, posted (6 years 10 months 2 days 5 hours ago) and read 9978 times:
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Quoting B747forever (Reply 3):
What an horrible experience. IS really ANZ lie this or was this a one aa time experience.

Didn't know that ANZ was so bad. Thought they was a great airline.

NZ is an award winning airline, just need to look at my signature. All the NZ flights I've taken, I've had 100% excellent service, especially long haul.

Quoting OA260 (Reply 4):
Im sorry but that is the worst excuse I ever heard

What you need to remember is that meals cost the airline money, and if they order too many meals then needed, then its a waste. Why should an airline order more meals then needed, especially special request meals. I can totally understand NZs reasons for this.

Quoting OA260 (Reply 4):
Besides that the crew member had a second opportunity to go up front and at least Russel up something from J class

Business class meals are for business class pax, not economy pax. Business class snacks cost more


User currently offlineZkpilot From New Zealand, joined Mar 2006, 4805 posts, RR: 9
Reply 7, posted (6 years 10 months 2 days 3 hours ago) and read 9911 times:

Quoting Vulindlela744 (Thread starter):
Just got back from a trip on Air New Zealand. New Zealand and Australia were great. I work for an american carrier here in the states and and have heard some excellent things about Air New Zealand. Unfortunately, I didn't experience that level of service. The crew were okay but on the LAX-AKL leg I had a problem with my PTV and rang my call button for help. Several times a flight attendant walked past my row without stopping to see if they could help. So after several minutes I rang again. Several minutes went by and no f/a. So now I'm thinking that maybe their is something wrong with the call system. Finally after 6 tries someone finally came and helped. From the 1st call to the time someone arrived was close to thirty minutes. I mentioned that perhaps their call system was on the blink. The f/a said that unless there is someone in the galley they don't know if anyone has rung.

Well yes they SHOULD have answered the call bell... not sure of the circumstances as they may have been busy ie serving meals in another part of the plane?
If several F/As did walk by you, why did you not get one of their attentions? Usually if you look them in the eye, put your hand up, say excuseme, hello, or anything like that that will gain their attention... the problem with call lights is that when you are walking along on a 747/777 they are not always easy to see from eye-level especially if you are watching where you are going for all the things pax throw into the aisles... plastic, rubbish, cups, seat belts, blankets, pillows etc etc.

Quoting Vulindlela744 (Thread starter):
On my Christchurch to Sydney leg a man in front of me had ordered a vegetarian meal and she explained that no one had ordered one. Well, the man had the printout from ANZ that he ordered it. Her reply was a very terse I'm sorry and could i get another meal. The man explained that he is a vegetarian due to strict religious reasons. So she just said sorry and just moved on. I was flabbergasted. She couldn't have cared less. I have to say that I spent 2 weeks in New Zealand and the people I met were extremely lovely people and very friendly. She obviously is not a good representation of most Kiwis

Yes she should have done more, but having said that there might not have been anything left over in business class...
As for the meal choice... if people change their bookings on 99% of airlines around the world things such as SPML often do not get transferred over. Yes airlines should come up with a better system but it is a passengers responsibility when they change a flight to let whoever is changing their flight know that they want a SPML...people aren't mindreaders! Not sure what airline you work for in the States, but for a 3 hour flight in the States you are lucky to get a can of coke and mayyyyyybe a cookie or sandwich! That 3 hour flight you were on had complimentary beer, wine, spirits, softdrinks, juice etc plus real food and pretzels/nuts/snacks would be available if requested. However it IS ONLY a 3 hour flight so that is why NZ only offers 1 choice of vege meal which of course covers both vegan and vegetarian.

Quoting OA260 (Reply 4):
Im sorry but that is the worst excuse I ever heard!!! Its NZ's responsibility to make sure that the right meal for instance VGML or VLML is correctly put into their own systems especially if NZ gave him a print out confirming it !!! Is the passenger supposed to know what code the meal is ???

Its the passengers responsibility (or their travel agents) to make sure they have the right meal ordered... if you require a SPML then any normal minded person would take a minute to find out what is offered and what type of meal they require! Yes some fruit or the like should have been rustled up but in reality it is ONLY a 3 hour flight. As for that printout, did it actually have Air NZ on it? or was it a printout from a Travel Agent? they are not the same thing!
As mentioned previously if a pax changes their booking then often meal choices etc get wiped as it is sometimes like making a whole new booking. I don't work for Air NZ, but for another airline and have travelled on several airlines etc... the number of times someone orders a SPML then says "oh no sorry I only want a normal meal" is amazing! Or people who have had it made permanently in their profile that they want SPML but decide they no longer want them... I mean seriously if you need a SPML, what changes so that you don't need one anymore?
 Yeah sure


Anyway Vulindlela744, I'm sorry to hear you had a bad experience on NZ... we Kiwis do feel like its our airline (and it is since the govt owns most of it). They do win a lot of awards for their service and their IFE system is one of the best around and is considered to be very reliable...was there no other seat for you? Did they give you a voucher for that? They are supposed to give you something like $100 voucher from memory (which is quite a lot just because you don't have a tv!) BTW just curious what type of plane did you fly to SYD on?  Smile



56 types. 38 countries. 24 airlines.
User currently offlineOA260 From Ireland, joined Nov 2006, 26853 posts, RR: 58
Reply 8, posted (6 years 10 months 2 days ago) and read 9835 times:

Quoting 777ER (Reply 6):
I can totally understand NZs reasons for this.

Yes so can I but if someone orders one then it should be onboard!!!

Quoting 777ER (Reply 6):
Business class meals are for business class pax, not economy pax. Business class snacks cost more

But when a mess up is made you use your common sense and ''customer service'' kicks in !!! Or at least it should. NZ being a top class airline should pride themselves in going the extra mile. Having worked for 2 airlines I would have done it!!

Quoting Zkpilot (Reply 7):
Its the passengers responsibility (or their travel agents) to make sure they have the right meal ordered... if you require a SPML

Well unless we see the print out we do not know 100% !! Twice I have travelled with a friend who is vegetarian and the order has been put in correct and he had a print out to confirm this from the airline!! On board it was not there and the FA said that his travel agent didnt order it. He actually rang the airline direct to order it and no changes had been made on his booking.

We flew on EK and the same thing happened. An appology from the head FA and a Veg meal was put together with what they had from F !!! Thats called ''going the extra mile'' .

For what its worth I think NZ are a very good airline and thats why I would have thought they would have tried to do something rather than the attitude he got.


User currently offlineNzrich From New Zealand, joined Dec 2005, 1521 posts, RR: 1
Reply 9, posted (6 years 10 months 1 day 12 hours ago) and read 9374 times:

Quoting OA260 (Reply 4):
Im sorry but that is the worst excuse I ever heard!!! Its NZ's responsibility to make sure that the right meal for instance VGML or VLML is correctly put into their own systems especially if NZ gave him a print out confirming it !!! Is the passenger supposed to know what code the meal is ??? Besides that the crew member had a second opportunity to go up front and at least Russel up something from J class. Maybe a salad,bread and cheese and make up a small platter!! I have seen it being done on other carriers. I think in times like this its just common sense to try and salvage the situation. He should write in firstly about the meal and secondly about the attitude of the FA!! I'm very surprised at this from Air New Zealand.

Ok on long haul lights you can get 2 types of vegetarian meals Vegetarian with dairy vlml or Vegetarian with out any dairy vgml ..On the short haul services like CHC-SYD the only special meal is VGML nothing else .. So he could have a confirmed VLML for his long haul flights but it will not turn up on his CHC-SYD flight as its not an available option .. If booked on line they are given a list of available meals in english not codes as for at a travel agent its the travel agent that is responsible for telling the client what is available on the flight .. Also there is not always the option of business class ie i have operated on that route with no one in business class so no business class food was catered .. This is not a long haul flight so everything is plated ie one plated cheese board etc etc per business class passenger so if they all eat one there may be nothing available from business class ...

Im not saying anything about the way this person was treated but when i did fly this route we did have problems with special meals ..People expected diabetic kids meals etc etc like they got on the long haul flights when only the one vegetarian was available ... When i operated the flights we always tried to help the passengers but unfortunately on some flights there was just nothing left that was suitable for passengers .. Im not trying to give an excuse just explain what sometimes happens on this route ..

Write in expressing your views it will get back to the flight attendant and they will be spoken to ..The normal crew give excellent service yes there is the odd bad apple but on the whole we have excellent friendly and helpful crew..It shows by the amount of awards our airline wins .. I do hope we see you again flying with us ..



"Pride of the pacific"
User currently offlineZKSUJ From New Zealand, joined May 2004, 7086 posts, RR: 12
Reply 10, posted (6 years 10 months 1 day 6 hours ago) and read 9229 times:

Quoting OA260 (Reply 8):
Quoting 777ER (Reply 6):
I can totally understand NZs reasons for this.

Yes so can I but if someone orders one then it should be onboard!!!

Agree.

I'm sorry to hear about your bad experience. NZ's consistency in terms of service seems tohave slipped a little lately. However I've read many reviews and I'm sure its just a bad luck case. I'm not making any excuses for them, things could have been done better for you in a few cases.

Write to them and give your opinion, I'm sure they will take it seriously and improve the product for future customers


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