Danild From United States of America, joined Jun 2005, 124 posts, RR: 0 Posted (7 years 4 months 2 weeks 5 days 12 hours ago) and read 12146 times:
My partner and I just flew Air NZ and WOW is all I can say. I work in the service industry (I'm a Travel Agent) and even though I had heard great things about Air NZ, I was NOT ready for what was going to happen.
It was a few weeks ago:
Aug. 22 Fri. NZ005
Los Angeles - Auckland
DEP. 22:30 ARR. 06:15 +2 Flight time: 12:45
Business class - OK
We took off on time, and after dinner I had an accident and spilled some chocolate ice-cream on my shirt. I thought oh well but whatever.. no big deal... Now the flight attendant comes to me and says literally "NO NO NO NO, Give it to me and I will take care of it for you!" at first I was like "She is kidding!" but kidding she was not!, she made me take it off and she washed it on the sink, she hang it to dry on the closet and gave it back spotless clean to me before landing in Auckland, NZ.
Now it is VERY CLEAR to me that this is WELL BEYOND her job description as a flight attendant and I would under no circumstances EXPECT someone to do this on a regular basis. However I DID LOVE the fact that she took ownership of my problem and solved it even without me asking her to do it. And because of that I NOW LOOOOVE Air NZ.
Now the question that I have is Why can't we all that work in the service industry sometimes go the extra mile to make some of our customer's lifes easier even if it goes beyond our job descriptions. It seems to me that more and more in the Travel industry people seem to want to do the least as possible as long as you can get by.
CastropRauxel From Germany, joined Sep 2008, 467 posts, RR: 0
Reply 2, posted (7 years 4 months 2 weeks 5 days 7 hours ago) and read 11753 times:
Oh wow. now that is great service!
I keep hearing wonderful things about NZ and their service, seems like they are working hard to constantly improve.
I think you should write them a letter about that F/A
Readytotaxi From United Kingdom, joined Dec 2006, 4104 posts, RR: 2
Reply 5, posted (7 years 4 months 2 weeks 5 days 1 hour ago) and read 11115 times:
I remember a story some years back with a FA who got food all over a guys trousers, she had him take them off and wash them some how but then put them in the oven to dry. Because of the material the trousers sort of melted and he left the plane with a blanket wrapped around his waist. But he still thought the airline was great.
you don't get a second chance to make a first impression!
123 From Bolivia, joined Nov 2003, 749 posts, RR: 3
Reply 7, posted (7 years 4 months 2 weeks 4 days 23 hours ago) and read 10972 times:
What do you think?????
I think something that fantastic deserves an appraisal letter to the flight attendant to be sent by you vía the management, with a big box of goodies. As flightattendants are seldomly "home"; sending flowers is not so good an idea....
Leskova From Germany, joined Oct 2003, 6075 posts, RR: 68
Reply 9, posted (7 years 4 months 2 weeks 4 days 23 hours ago) and read 10931 times:
I recently saw something similar happen on an OS flight from FRA to VIE: a passenger had torn a button off his jacket on the way to the airport, and a flight attendant immediately offered to sew a new button on. In a matter of minutes, he had his jacket back - with a button where he had torn the other off. This was in Economy Class.
I agree - always nice to see when people remember that being in a "Service Industry" job actually has something to do with "service".
Only an Aussie could say that. NZ isn't a short hop from ANYWHERE.
I agree though, that was a fine example of what distinguishes a great F/A from the run of the mill. The flight attendant job doesn't have to be hard, which means that you see many decent people who are satisfactory but not anything special. Your story is a great lesson in how to excel in a job that "isn't all that hard" according to too many managers and too many F/A's. Excellent stuff, thanks!
ZKSUJ From New Zealand, joined May 2004, 7202 posts, RR: 11
Reply 15, posted (7 years 4 months 2 weeks 4 days 13 hours ago) and read 10124 times:
Good to hear
Quoting Danild (Thread starter): "NO NO NO NO, Give it to me and I will take care of it for you!" at first I was like "She is kidding!" but kidding she was not!, she made me take it off and she washed it on the sink,
I hope it wasnt said in the wrong tone, because some might confuse that to be rude. ie ":she made me take it off", might be a porno
AA737-823 From United States of America, joined Mar 2000, 6247 posts, RR: 9
Reply 19, posted (7 years 4 months 2 weeks 3 days 21 hours ago) and read 9539 times:
Quoting Danild (Thread starter): Why can't we all that work in the service industry sometimes go the extra mile to make some of our customer's lifes easier even if it goes beyond our job descriptions.
EXACTLY!!!!! I try to go above and beyond with my airplanes... I'm just a mechanic, but that doesn't mean I can't pick up a bottle of cleaner and spot clean the cabin! Or change seat cushion covers that weren't squawked, but are a little dirty!!! Granted, sometimes we're not in the mood to do that, but hopefully those times are the exception, not the rule.
For the same reason your sinuses dry so fast in airplanes- NO HUMIDITY.
Quoting Jmy007 (Reply 4): Intresting, but I don't think this consitutes a trip report.
I disagree- this man's short write-up has communicated far more about Air New Zealand that the typical a.net report with 400 photos of the cities some 15-year-old flew over. Even if one of them happens to be a photo of a PTV with a sentence about what movie he watched while he played with his toy truck.
SOME reports include info and pics about the food served (my favorite part of life... I mean, a flight...) But more and more, these photo reports contain nothing I couldn't get by visiting google maps and clicking 'SATELLITE VIEW".
Sadly, I'm not sure any more. Granted, my recent bad experience with cabin crew was because I flew a crummy airline (NW.... still need to do that dang trip report) out of a crummy hub (DTW) where attitude is the name of the game. Their MSP crews were MUCH friendlier. EWR, I know that YOU are a great flight attendant, even though I've never been on one of your flights, because of your attitude here on a.net. And I have found some GREAT crews on Continental, and Delta as well. But it seems like the definition of "average" has deteriorated in the last ten years, when it comes to genuine smiles and such.
Danild From United States of America, joined Jun 2005, 124 posts, RR: 0
Reply 20, posted (7 years 3 months 1 week 3 hours ago) and read 7445 times:
Hi all and thanks for your comments!
I actually wondered whatever happened to my post, because I coundn't find it later. I did mean to post it on the main forum but accidentally posted it as a trip report.
Just to answer a few points even if a little late, she was an older 40ish or 50ish very tall very pretty woman. I think her "No, No, No..." was a lot more on the motherly way than rude or anything.
Tha shirt dried because A) Long flight about 13 hours, B) This happened early in the flight, C) Cotton Shirt, D) Low humidity.
Of course I have sent a couple of letters of congratulations and praisals to NZ management, and I hope that this will help her get more recognition and rewards in the company. I think more often customers are a lot more willing to call or email to complain about something negative but positive interactions can go un-noticed.
TravellerPlus From New Zealand, joined Nov 2008, 347 posts, RR: 0
Reply 22, posted (7 years 3 months 6 days 20 hours ago) and read 7253 times:
The drying effects of the low humidity are great. When I fly business class long haul, I often change into a T-shirt in the lavatory, take off my collared shirt, wet it with some water (not so much that it is dripping I might add) then have it hung in the wardrobe. At the end of the flight it is dry and the wrinkles have dropped out. An iron-free shirt pressing service.
When I was younger, I was airsick all over mum. We were on South African Airways. The stewardess insisted mum change into her overcoat so she could take mum's dress to clean it. Yes, that was long ago, but it makes a lasting impression of going above and beyond that can last a lifetime.
What goes around comes around....unless your luggage is not on the carousel...
CairnterriAIR From United States of America, joined Jun 2008, 436 posts, RR: 0
Reply 23, posted (7 years 2 months 4 weeks 1 day 18 hours ago) and read 5739 times:
What a wonderful example of someone not only going above and beyond to give customer service, but going out of the way to simply help another person in need. This post very much constitutes a trip report, as it shows something that other reports that deal pretty much with technical nitty-gritty, don't show. The goodness of the human spirit.
A great read here, and I too think that a gracious letter to the airline would be a wonderful way of saying thank you.