Air NZ Customer Service


I was going to blog about 3D Bio-Plotting today and if this is of interest to you, bookmark or subscribe to the RSS feed. This is going to be a very exciting disruptive technology that has the potential to have a huge impact on our life expectancy and the health industry.

In my last blog I wrote about how John Donahoe, CEO of eBay has a good understanding of what business eBay is in and it isn’t helping people buy and sell things online, or about their recent purchase of Red Laser for comparison shopping.

I wonder if Air New Zealand really understand what their business is at times. If you read their Vision Statement and Guiding Principles, it doesn’t say anything about the travel experience, or about the social relationship with customers or being the facilitator of people’s dreams. In fact a lot that Air New Zealand does is about that, but at times they seem to lose track of that and of course their major focus is on delivering a dividend to their share holders. The bottom line is people do business with people, like me. Individuals who have feelings, not just bums on seats as they say in the hospitality business.

In What Would Google Do, by Jeff Jarvis, still one of my favorite books, this is what he says about airlines:

Air travel’s business model today is based on overselling seats, billing us for checking bags, charging us for pillows and pretzels and just about everything they can think of but air………………. Does that sound familiar. I know it is hard to run an airline profitably, but as someone who has traveled around the world at least a dozen times, there have been many years where I spent 4 months of the year travelling, I understand that traveling is stressful and tiring and little things like being stuck in transit at San Francisco Airport for 8 hours because the Air NZ counter doesn’t open till 90 minutes before the flight and they don’t have an interconnect deal with their partner Lufthansa can be frustrating. They don’t engender loyalty, which I can assure you cost them a lot of money from me from time to time. I have also declined the two invitations to take out an Air NZ Platinum American Express Card. Why would I support an organisation like that, which doesn’t put me first?

Anyway, I started this blog because of frustration over my latest experience with Air New Zealand. Now I have to say that all the people I have spoken to at their service center have been friendly and polite and helpful to a point. But they fall down on some simple things like detail.

So here’s what happened. Last year my wife an I booked flights to Sydney to attend a wedding in Hunter Valley. Prior to the wedding, we were told that my father in law had weeks to live as he had a recurrence of cancer that he was not going to beat. We had to cancel the flight for which we paid $944.20 including taxes and Air NZ said that due to compassionate grounds they would hang on to our money and allow us to rebook at a later date within 12 months, which we thought was reasonable.

I re-booked in January for a trip at the end of this month (I have flown with Air NZ a number of times since then including a trip to Rarotonga in October). I gave my credit card details for the $150 re-booking fee (for 2 of us). Yesterday I went to print off the tickets and organize travel insurance and there was no email. I rang the call centre to find out why and after being transferred and disconnected and waiting a while to speak to someone again, I was told that the flights had been cancelled because they hadn’t been paid for. I was flabbergasted. I gave her my credit card details on the spot, but on checking yesterday, my card account had not been debited. I have already paid in advance for accommodation and we had both applied for leave etc and made arrangements to meet friends over there etc.

Anyway, the nice friendly chap I spoke to went and spoke to his supervisor and apparently, they can still get us on the same flights, but it would now be more expensive for the transfer fee of the tickets. They wanted to talk to the call center person who arranged the booking for us and she is not back until Monday, so they will get back to me on Monday or Tuesday.

So here’s the thing. I have no certainty for one or two more days that I will in fact get those flights and I may have to pay more for my tickets than the extra $150 which in itself would mean that we are paying $1,094.20 for 2 return flights to Sydney from Auckland, at the same time that Flight Center is offering one way tickets for $79 plus taxes (including one bag) at their travel expo.

I can’t believe that the supervisor couldn’t have just authorized the deal on the spot and taken my credit card details once again. What does it cost them for their time to document the discussions, chase the previous consultant who I believed had booked my flights, confirm back to the consultant who I spoke to yesterday and then have him ring me on my mobile to hopefully tell me they will honor the arrangement we had made in the first place. My cost is of course stress for myself and my wife as to whether we will be on the flights booked, that we won’t lose the money we prepaid for accommodation and so on, and it certainly sours our anticipation of a nice little holiday.

On top of that Air New Zealand have had the use of just under a thousand dollars of our money for free for a year. Wouldn’t it have been cheaper and more expedient to just say, sorry, something has gone wrong here, we can’t explain it, but if you will give us your credit card details again, we will send you a confirmation email in around 15 minutes. We hope you enjoy your trip with Air New Zealand. Then I would be writing a blog saying how wonderful and caring Air NZ was, even after they had clearly slipped up. It’s been my experience that often its not the problem but the way it is dealt with that makes all the difference. Frequently when a company has a problem and deal with it well, they will end up with more loyal clients than they would have had if the problem had not occurred in the first place.

OK, I’ve had my vent and will let you know if Air NZ fix things for me or not.

In the meantime, what about your experiences with airlines. What do you think of their visions and their customer service? Do you feel they have a good balance between customer service and shareholder satisfaction? Are you loyal to a particular airline? Why?

Advertisements

The Swine Flu isn’t going away any time soon


So the story continues. It seems a long time ago (Monday of this week!) when I asked the question, Is the Swine Flu going to be a pandemic? Well on level 4 indicating a significant increased risk of a pandemic, a global outbreak of a serious disease.  It isn’t yet a Pandemic, but it doesn’t show any signs of abating. As it appears that secondary transmission of human to human may now be occurring, a Reuters story says that they may soon raise to Level 5.

Another Reuters story also mentions that many countries have imposed a ban on US pork imports, this could lead to similar bans on pork exports from all countries where Swine Flu has been confirmed. This is despite WHO announcing that you can not catch A/N1H1  Swine Flu from eating pork, and in fact there is no evidence of pigs in Mexico or the USA being sick. There is conjecture that they may have captured the virus from Asian birds, possibly imported into Mexico, but the mystery is if the pigs aren’t sick, how is it that humans have caught it from them. It’s no wonder that conspiracy theories abound, while we have no real answers. A team of WHO specialists are now in Mexico trying to unravel this mystery.

On Tuesday I commented that Swine Flu is a bit close to home as New Zealand is one of the early significant areas where Swine Flu was strongly suspected to exist. This was confirmed yesterday and 360 odd passengers on Air New Zealand Flight 1 from Los Angeles were asked to quarantine themselves.

On Wednesday I blogged about how to get Swine Flu and within 24 hours most large corporates had emailed their staff with instructions about personal hygiene and how to minimise the risk of infection. Whether people are concerned or not is difficult to gauge and I suspect a lot of people are still thinking, this wil never happen to me. Despite this 2 hours ago the number of confirmed infected was increased to 14 and the suspect list includes an additional 56  people according to New Zealand’s TV3 News.

According to the Google Swine Flu Map the Kiwi’s affected are spread from Auckland in the North Island to Otago deep into the South Island. They of course had to use confined public transport to get there, so it is likely they may have spread the virus further.

One question I have is why have people died in Mexico but not in other countries. It also seems that the symptoms have been worse for people in Mexico. One theory is that it is attenuating as it spreads from one person to the other and weakening in the process. This could explain why the people in Mexico, including expats, have suffered far more than people in other countries, although this ios contraindicated by the fact that most if not all of those in New Zealand contracted the virus whilst personally in Mexico. There have been a very small number of people suspected to have Swine Flu who had not been to Mexico, but had been on flights together with people who have been confirmed as having Swine Flu. I have yet to hear of anyone who has been confirmed with the virus who were noton a flight with people who had been to Mexico or hadn’t been to Mexico themselves.

There are still some unsolved mysteries and it is the secondary nature of the spread of this virus that holds the greatest risk of a pandemic.

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support:)

And please do leave a comment!

How to get or spread Swine Flu


It was interesting to note that after my blog, Swine Flu is a bit close to home, where I pointed out that Air New Zealand were not telling the full story about how germs can spread on a plane by saying that the filters in their air conditioning system were very good at killing 99.9% of bugs and virus material, that there was a story in this morning’s NZ Herald, pointing out that even wearing a face mask only stops around 50% of contaminant material from entering the surrounding air. They also said that health officials are trying to track down the 367 passengers on the flight which brought the Kiwi students home after their trip to Mexico.

I can understand concerns within the airlines, because people contracting Swine Flu simply by contamination from fellow passengers could stop a lot of people from flying when they don’t have to which could be a commercial disaster.

Some time ago I wrote a blog called wash your hands after you do your business. On a 12 hour flight from Los Angeles to New Zealand, most people are likely to use the conveniences a couple of times during the flight. Several of them will not wash their hands after they have done their business and will then use the door handle to make their exit. The next person that comes along who does wash their hands, will find possibly end up with contamination from the previous user. Now they sit down and pick up their book or newspaper, lick their finger to wet it and turn the page, or finger a pen and put it in your mouth and guess what, they are now at risk from not one, but several people who had poor hygiene habits. That’s of course only one example. Maybe you shake hands with someone on the flight, or are sitting next to someone and you pass their tray from them to the cabin crew after they have had a meal. The opportunities are endless and the risks are many. There is no easy answer to this unfortunately.

Meanwhile if you have a look at the Google Swine Flu Map, you will see that it has now progressed to Sydney and since the flight that brought the Kiwi Students back arrived, there are now suspected outbreaks throughout NZ, confirming that no matter how good the ventilation system is on the plane, it can’t stop viruses from spreading.

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support:)

Swine Flu Is a Bit Close to Home


Yesterday I posted a blog about Swine Flu, this is an interesting situation which will be at the forefront of many people’s minds for some time to come.

We live in interesting times. It seems analogous to the way banks have behaved since the ’89 meltdown when they said they would never be as free with their lending again, such as 100% mortgage loans. we relaxed after the Bird Flu fizzled out, but now we have a new strain N1H1 which apparently comes from pigs but is related to the bird flu. Whilst it appears that Tamiflu has a positive effect on this, there are of course no vaccines because it is new.

It was interesting to read in the NZ Herald this morning that Air New Zealand was saying that their aircraft are safe for fellow passengers because filters in the aircraft’s air conditioning system filter 99.9% of airborne viruses. Funny then how so many of us who travel on long haul flights end up coming down with some sort of virus within a short period of time after a flight.

Of course these filters require that you sneeze into them. A lot of people look into lights to help them sneeze (I must explore that sometime, or ifyou know why, please share the answer in a comment), but you lift your head to the light and then sneeze on the way down, creating a nice arc of germs.

So how fast does a sneeze travel through the air? Well according to the appropriately named site Blurtit, the fastest recorded sneeze was 102 Miles per hour! I would say that the germs from even an average 50MPH sneeze could travel a fair distance in an aircraft cabin.

Some more news from this morning’s NZ Herald was that the students that came back to Auckland after a school trip to mexico come from not one but 2 colleges, Rangititoto and Northcote College. The story also said that some of the kids who were ok when they arrived are now also showing symptoms. I wonder how many people they have been in contact with. The ones who are ill have been quarantined in their homes, but it didn’t say whether their sublings and parents were also quarantined or were going to their schools and workplaces.

What I find really interesting is the coincidence in the numbers. Greater Mexico City has a population of around 22 million people. 1300 reported people with Swine Flu is around 0.00005% of the population and yet a group of 20 odd Auckland kids have been exposed to it. It makes you wonder if the real number is far greater, but these are the only ones that they are prepared to announce. In a city of that size it must be spreading like wildfire.

There is of course already a Swine Flu Google Map, so you can keep an eye on how it spreads.

Is your household prepared for a pandemic?

Just as a footnote, if you have Sky TV, there is a movie called Doomsday on tonight, which is about a virus in Scotland, where they quarantine the whole country. I won’t be home to watch it, but its funny how its on TV tonight. I love coincidences.

While this blog is starting to get a good following, I would love to get more readers and encouraging me to keep writing. If you feel that my blog is interesting I would be very grateful if you would vote for me in the category of best blog at the NetGuide Web Awards. Note that the form starts each site with www whereas my blog doesn’t and is of course https://luigicappel.wordpress.com.

Thanks so much for your support:)