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NZ says sorry in a very public way

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markis10

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What a refreshing read:

Air New Zealand unreservedly apologises to the 227 passengers who have been caught in an engineering related rolling delay to their flight between Honolulu and Auckland since Sunday night (NZ time).
Nearly half the customers affected by delays to NZ9 from Honolulu will arrive in Auckland this evening.


General Manager Customer Experience, Carrie Hurihanganui, says, “Due to the lengthy nature of this disruption, the difficulty we’ve experienced in adequately communicating with customers and the fact we have repeatedly let them down, we have made the decision that in addition to our unreserved apology we will also be compensating each customer $1,000 in either cash or Airpoints Dollars.


“Due to an unfortunate combination of events this group of passengers has travelled to Honolulu Airport on three occasions expecting to fly, however, on each occasion the aircraft has been unable to depart because of a series of evolving engineering issues.


“A part was required and we attempted to source a replacement within the US, however, despite assurances, the right part was not supplied. Fortunately, as a backup, we also loaded the part onto NZ10 from our Auckland Technical Operations base this morning and this will arrive in Honolulu this evening.”


Once the part is received it will be fitted as a priority and the original flight, renamed NZ6889, is now scheduled to depart at 0730 tomorrow morning Honolulu time.”


Mrs Hurihanganui says, “We are incredibly sorry to have let our customers down and will conduct a full review to see how we could have managed this disruption better.”
 

RooFlyer

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My immediate reaction is ... is this a hoax (by some third partry)? But I'm sure your source is true, M10.
 

docjames

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227 pax times $1000 a head is pretty significant sum to pay out….
 

TomVexille

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227 pax times $1000 a head is pretty significant sum to pay out….
But think of the "free" advertising... about how they couldn't get people home for two days (although that happens to most airlines at some point or other).
 
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AirNZ is getting blasted on flyertalk. This is not free PR anyone wants.
Almost reminds me of QF on AFF...

Cheers
BF
 
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PLANT

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So how doors travel insurance work here?
Accom paid, food paid? Loss of wages paid?
Even after getting the $1k?
 

VHOEJ

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And passengers are still complaining? Yeah, they delay is no good but lets look at it this way - stuck in Hawaii of all places, accommodation paid for, plus a big compensation offer.........I would love to have that problem.

Or of course the complaining pax are the ones who would prefer a defective aircraft to fly for how many hours over the ocean?
 

burmans

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And passengers are still complaining? Yeah, they delay is no good but lets look at it this way - stuck in Hawaii of all places, accommodation paid for, plus a big compensation offer.........I would love to have that problem.

Or of course the complaining pax are the ones who would prefer a defective aircraft to fly for how many hours over the ocean?
While I'm not a fan much of complaining, accomodation/food isn't really compensation (would you have them sleeping at the airport). $1000 compensation, well that depends on your circumstances but would imagine for some this does not cover the inconvenience & additional costs.

In other cases, yes some people just like to complain.
 

cambriamarsh

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And passengers are still complaining? Yeah, they delay is no good but lets look at it this way - stuck in Hawaii of all places, accommodation paid for, plus a big compensation offer.........I would love to have that problem.

Or of course the complaining pax are the ones who would prefer a defective aircraft to fly for how many hours over the ocean?
But they weren't able to enjoy because they were going to and from and being stuck at the airport, no thanks!
 

TomVexille

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While I'm not a fan much of complaining, accomodation/food isn't really compensation (would you have them sleeping at the airport). $1000 compensation, well that depends on your circumstances but would imagine for some this does not cover the inconvenience & additional costs.

In other cases, yes some people just like to complain.
It's still $1000 more than you would get in most cases.
 

burmans

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It's still $1000 more than you would get in most cases.
Maybe so but the fact that everyone else is crap is not a reason to like it. I think it's a reasonable offer but only reasonable, the fact that it's better than others might offer does not push it into the great category for me!
 

TomVexille

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Maybe so but the fact that everyone else is crap is not a reason to like it. I think it's a reasonable offer but only reasonable, the fact that it's better than others might offer does not push it into the great category for me!
I didn't say it was great. Just more than the rest of the industry usually offer. They didn't have to, but they did.
 

anat0l

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So...the stranded pax are all not home yet? Seems like a very long time now.... the airline could have pushed the pax on HA services or other NZ services to/from HNL since then (were they all filled to capacity? ). I'm surprised more pax haven't pulled out of their bookings and made their own way home, relying on travel insurance to defray the costs of getting them out.

The incident of the drunk crew, if true, isn't a good show from the airline.

NZD 1000 is better than nothing.....
 
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