What could go wrong if you leave your mobile on during an air flight?


The engineer sitting next to me dropped his head in disbelief and then shook it from side to side with an air of disappointment and dismay. I followed his gaze back to  the flight attendant who was leaning into the window taking photos with her mobile of the stunning sunset from the empty front row seat on the port side of our Air NZ ATR 72 flight in the final minutes of our descent into Auckland yesterday evening. I looked back at him and said “I was thinking the same thing.” Having had a conversation with him about our reliance on computers in transport these days.

This is not the flight I was on last night, nor the same type of plane.

This is not the flight I was on last night, nor the same type of plane.

As she was clicking with the volume turned up making a loud camera shutter emulation sound, I thought back to earlier in the flight when one of the flight attendants did her first PA not long into our 1 hour domestic flight. The PA came complete with the GSM bleep a phone makes when it is too close to a speaker; you know, the noise your mobile phone computer makes when you have your it too close to the speaker as it connects to the telecommunications network.

This got me to thinking about the number of people I see on flights who put their phones into flight mode before take off, but don’t actually switch them off, despite being instructed. It seems that a very large percentage of people don’t actually switch them off before they go into their pockets. Most of us have probably done that at some time, not thinking further, even though the instructions are very clear, flight mode, then switch off.

Farther into the flight, we had broken the clouds as I asked a flight attendant, serving mineral water into the plastic glass I was holding out for her, if I could now use my Kindle, which was dutifully in flight mode. I had to say Kindle several times, which she didn’t seem to understand, so I asked if we were at cruise altitude so we could use safe electronic devices. “No.” she replied after a little thought.

On her next PA, there was that GSM ping-ping again, as the flight attendant began another PA, telling us that the coffee service would be delayed due to unexpected turbulence. It was briefly interrupted and the pinging stopped, perhaps as she moved her mobile farther away from the microphone.

I was looking forward to the PA to tell me that electronic devices in flight mode could be used, so I could enjoy one of the books I recently purchased for my Kindle. It never came. The next PA, again with the GSM pings came on to say we were heading into our final descent again, was to tell us to stop using and switch off all electronic devices.

I was most disappointed because there had been some stunning cloud formations on the flight home that I would have loved to have captured. This is why my attached pic is from a different trip, I took with Air NZ last week.

So back to watching the flight crew attendant taking photos just before she strapped her self in for landing. I discussed the situation of fly by wire and the fact that there were rumors that the American Federal Aviation Authority were going to relax their rules on using mobiles during take off and landing, that they suspected it wasn’t in fact dangerous. With both of us having a degree of engineering training, we understood the concept of signal induction, which was of course the cause of the tell tale bleeps on the PA, which suggested that he phone might not have been switched into flight mode at any stage during the flight.

As we landed, we were pleased to be on the tarmac safe and sound,  but we thought back to the missing Malaysian Airlines plane and I remarked “Whether it is safe to use your mobile or not, imagine if the plane had crashed and it was your mobile they found that was still switched on?”

It amazes me that passengers flout the rules as if they know better than the Aviation Authorities with “I’ve flown a thousand times and I’m still here.” When it is the professional flight crew who flout their position in front of passengers in order to get that great sunset shot, several minutes after having told everyone to turn their devices off, that might be taking it too far.

I didn’t get to read my Kindle eBook, because she had never told us we could turn our devices on. I looked around several times to check if anyone else was using a tablet or other device and they weren’t. What was interesting to me is that not a soul said a word to her about having her mobile on and using it, despite having told passengers that the rules were that we couldn’t. What if her mobile had cause interference during a wing over or other maneuvering of the plane? You might not be reading this blog.

Do you switch off all your devices during flight when instructed. Did you realize they have to be not only in flight mode but be switched off?

 

 

 

 

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?

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!