Woolly Air New Zealand complaint response

Discussion in 'General Airline Discussion' started by Expectans Expectavi, Sep 1, 2011.

  1. Expectans Expectavi

    Jan 3, 2011
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    After numerous great NZ business flights, my first economy experience was uncomfortable due to a seating change that could have been fixed during the 2 hour delay.
    The CSM eventually gave me some writing paper for a complaint which became "lost". Customer Relations didn't spot that it hadn't been recorded at all and basically did nothing over a long period.

    Has anybody else had this poor treatment with NZ? I dropped them and went on to high Platinum with QF. Was I too harsh? Other passengers were moved during the delay - doesn't Silver SQ help? At check-in I was told they'd given me a better seat than the one I chose, which it certainly wasn't
     
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  2. mannej

    mannej Senior Member

    Mar 16, 2009
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    What seat in economy isn't comfortable?

    Although your description is brief, have you attempted to contact Air NZ to discuss your experience, it may be a start. Seat changes do happen all the time, and unless there was a genuine reason for you to occupy your first seat, I am fairly sure that they will say that it does happen for their operational reasons.
     
  3. Expectans Expectavi

    Jan 3, 2011
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    My lingering concern is that NZ didn't address the points as outlined in my post. Please check the post. They didn't say anything about "operational" changes in their replies.

    With my Velocity Platinum I was thinking of giving NZ another chance if others found their customer relations handling satisfactory.

    I was moved to a window from an aisle seat at check in, but didn't realise until later their enhancement wasn't one at all. Spent most of a delayed long haul seated with crossed legs because of another tall passenger like myself on the aisle asleep blocking the space. Crew no help to me and tried to palm off an even worse seat when there had been better seats in the middle cabin given away during the on board delay. I let them know of my problem at the outset.

    Qantas, by contrast, send me "sorry" vouchers etc in cases where I don't realise there is any problem!
     
  4. serfty

    Moderator

    Nov 16, 2004
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    Welcome to AFF.

    How long ago did this all occur? It seems unusual for NZ to not follow up such complaints.

    Aside from that, this is a good lesson to all to check and recheck their BP on check-in - don't assume the person checking you in knows each and every seat layout - many here probably fly more than them.
     
  5. ozmille

    ozmille Established Member

    Aug 20, 2010
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    I am always wary when the check in says I have moved you to a better seat. Unless it is an upgrade chances are I am exactly in the seat I want to be and I highly doubt there is a better seat available.
     


  6. Expectans Expectavi

    Jan 3, 2011
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    Thanks for the welcome, Serfty. I am hononoured.

    It was a couple of years ago and I am as mystified as you because I thought they were very good.

    At check in there were bodies everywhere so I didn't start checking the seat until the QF Lounge. I'm normally extremely careful, it was the Station Manager after all, however thats no excuse for me to be off-guard after 42 years' crowded experience. My sin is ever before me - I'm still too trusting and helpful!
     
  7. trooper

    trooper Established Member

    Apr 16, 2007
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    Funny... I went from QF to NZ (and now Gold Elite there..) over the way a seating issue/complaint was handled.... :shock:

    I suppose that evens things out??

    ..or at least demonstrates any of them can drop the ball occasionally... :mrgreen:
     
  8. mannej

    mannej Senior Member

    Mar 16, 2009
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    I understand that you did raise the complaint, I was just alluding to most airlines these days comment on the fact that they can move (or not move) seating requests due to their operational reasons.

    So in essence what seems trivial for them may bitter our experience significantly.
     

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