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?

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Cultural Differences and Global Peace


I consider myself to be really easy going and in New Zealand we live in a multicultural country which most of the time works really well. I have grown up with friends and family from a variety of races and backgrounds from all over the world.  Usually if I walk down the road I nod and say hello to people coming the other way and in NZ pretty much everyone returns the greeting without further thought.

Earlier this week I was in The Netherlands and there was a Muslim Cleric visiting Amsterdam who was quoted in the news as saying that no Muslims should be friends with any people in The Netherlands who were not also of the Muslim pursasion. I couldn’t understand if people want to feel that way, why they leave their homelands and go to other countries where the majority of people do not share their faith. I believe that all people are equal, but I also feel that all people deserve equal respect.

In New Zealand we generally celebrate other cultures and respect their religious beliefs. I have enjoyed occassions such as Diwali and Chinese New Year and take the opportunity to enjoy their cultural displays, their food, buy CD’s of their music and generally think viva la difference. It seems though that in some countries relations are different to what I have expected and changes that are happening are not imho for the good.

When my late grandmother was still alive, I used to visit her in her home in Oosterpark where she, (Elisabeth Augustin) as a respected and famous authoress was the curator of  and lived in the Witsen House (now also with graffiti in a foreign language), a museum which was once the home of Willem Witsen, a famous Dutch artist and member of the Tachitigers, a group of artists, poets and authors my grandmother worked hard to have recognised for their influence in the history of Amsterdam’s culture.  The last time I saw her, she was 98 and lived off liquid food and she asked me to get her some from a local chemist store. Her instructions were a little vague so I tried to ask a few local people for instructions. I couldn’t find anyone that spoke Dutch or English that could give me any assistance. Anyway……..

On Wednesday I flew from Munich to San Francisco (where with incongruity everyone was celebrating a new highlight in the history of racial equality) with Lufthansa and there were a large number of Muslims on the plane. The women were mostly covered from head to foot and with one exception, ignored everyone including myself with a determination. The German people on the plane were friendly (probably thinking I was also German given that I was flying from Germany and with my mother having been born in Germany, don’t look dissimilar to them).

As I watched the movie Traitor (I have a habit of reading books or watching movies that seem to associate with my situation) I felt very uncomfortable. The guy seated in front of me was reading a heavy duty edition of the Koran and was passing smaller paperback copies to other passengers. They didn’t seem to know each other, although I could be over dramatizing the situation, and it seemed odd to me that these guys walked around the aircraft handing out these books to other passengers. A number of people were walking around the plane talking to each other, looking up and down the plane and, while it was possibly simply people acknowledging others of the same belief, it was the way they studiously avoided anyone who looked caucasion, throughout the whole 12+ hour flight.

I guess it probably comes down to what you are used to, but my experience is that whether you share beliefs or not, you treat everyone with respect unless they do something that causes you to feel otherwise. Like many people I am concerned about peace in the Middle East and what the future will bring. I believe that the same conflicts that occur because of oil will soon begin over drinkable water and given that we don’t always need petrol or other oil based fuels, we can’t survive without water.

It seems that there are people and (as has been the case for thousands of years) who feel that they have more rights than others and will do what they can to take land or resources from those they perceive as having less rights than themselves. I believe as an idealist in world peace and when I am in New Zealand I feel as though it is possible, but when I have experiences like the one I had on the plane earlier this week, I wonder if it will ever be possible. I have always been and hopefully will always be an idealist, but am feeling a little more concerned. It reinforces the reasons why I chose to live and raise a family in New Zealand.

Through distance we in New Zealand are largely isolated from the rest of the world and the conflicts that abound. I’m not sure of that will remain the case when the water refugees start to come here, but hopefully we will be able to maintain our friendliness and acceptance of people of all colors, creeds and beliefs. But to some degree for that peace to exist, the new immigrants also have to assimilate to some degree. Of course they should continue their beliefs, maintain their language and teach their children their cultures, but they should also learn our language and as we are, be tolerant of others who may not share their beliefs.

People who want to set up their own settlements, and show disdain to our environment and feel that they have more rights than others, should seriously consider staying in their own countries and continue their intolerence of people from other parts of the world. If they can live in mutual respect, then they will be made welcome.

OK, now I will get off my soap boax, but I have to say I am pleased to be home:)

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:)