Help improve Air NZ’s customer service

Published 11 April 2011, Posted in National

Wellington Airport’s Customer Services Manager is seeking feedback from disabled people on the customer service they experience and how it can be improved. 

This is particularly relevent when you see the recent story on TVNZ’s Close Up programme last night where two very mobile ‘Attitude TV’ presenters were made to wait half an hour before boarding a Jet Star flight because they didn’t have carers with them.

Your feedback and experiences are important if we are to see improvement to travel & tourism services.

A similar exercise was done a year or so ago on the service provided by Air NZ, so this is another opportunity to get your issues and suggestions to them.  They are particularly interested in improving customer service for disabled people with the upcoming Rugby World Cup putting pressure on them with increased numbers of passengers including disabled people.

Below are some questions we have been sent to circulate to disabled people, and we ask that you email your feedback directly to Peter Wilson from CCS at .(JavaScript must be enabled to view this email address), email Gail Stacey at .(JavaScript must be enabled to view this email address) or make comment directly to this article.

All the feedback received will be forward onto Air NZ as it is received along with a key point summary. If you do not want to be identified then please ensure that you do not include identifying information in your comments. 

Please note that this is not a complaints process, but a solution focused exercise so please give any ideas that you can to help improve the airports and Air NZ customer service.

Questions from Air NZ:

• What are the issues that have caused you or people you know any grief?
• Have we damaged any equipment vital to the passenger’s mobility?
• What issues are there with guide dogs etc?
• When there is a disruption that affects the passengers travel plans, what can we do/provide to the passenger to make the wait less of an issue?