Booking a cheap Air NZ flight to LAX? Beware of the new P class non upgradeable fares.

By Steve Biddle, in , posted: 5-Apr-2016 21:22

IMPORTANT UPDATE: As of the 6th April (the day after this went live) Air NZ have had a “policy change” that now means these new P class fares CAN NOW be upgraded like other classes of fares. This means that F class (Grabaseat) fares are the only revenue fares that can’t be upgraded. 

 

If you’re a frequent flyer like myself you’ll enjoy the benefits of upgrades when travelling on Air New Zealand. If you’re Airpoints Silver, Gold or Elite you’ll receive Recognition Upgrade(s) that can be used to upgrade to the next booking class, ie from economy to premium economy, or from premium economy to business premier. For those who don’t have Recognition Upgrades, AIr NZ operate a PlusGrade platform known as OneUp that allows you to bid for an upgrade, or if you’re Airpoints Elite you can upgrade by purchasing an Elite Standby Upgrade.

All of these upgrades are available on regular paid booking classes. For travel to the US these classes are as follows -

Economy - K/G/S/L/T/W/V/Q/H/J/M/B/Y

Premium Economy – A/O/E/U

Business Premier – J/Z/D/C

For the past few years Air New Zealand have been promoting cheap international flights on their Grabaseat website. Many of these flights (particularly to North America) are in a special promotional fare class known as F class. Bookings made in this class are non upgradeable, meaning you can’t use any form of upgrade to escape economy class. It’s important to note as well that F class airfares are ONLY available from the grabaseat booking engine, they can’t be booked on the main Air NZ website, or a travel agent via GDS.

While the main Air NZ Recognition page makes no mention of F class fares not being upgradeable, their terms and conditions do.

From the Air NZ website :-

Airpoints Upgrades are not available on all Air NZ operated and Star Alliance operated Flights. For example, Airpoints Upgrades cannot be requested for Companion Tickets, travel industry fares, prize and promotional Tickets, grabaseat™ greenlight fares and Flights booked in certain discounted or low cost booking classes, including F class..

 

Over the past week Air New Zealand have been offering some pretty good deals to the US with fares as low as $899 return. These fares have been available from the Air NZ website along with travel agents via GDS.

What Air NZ have failed to mention is the introduction of a new booking class – P, which is being used for these flights, is non upgradeable. If you book a P class fare you can’t use a recognition upgrade, OneUp, or Elite standby upgrade. Don’t go hunting for this mentioned anywhere because you won’t find the rule – it’s not listed anywhere. Your fare simply can’t be upgraded on the Air NZ website, and a call to the call centre will confirm this. There is also no mention of this in the fare rules so a travel agent booking this would also be unaware of this new restriction.



Purchased a Fitbit from Dick Smith and not yet received it? Don’t run to the news media because they won’t help you.

By Steve Biddle, in , posted: 10-Mar-2016 07:52

Unless you’ve been living under on another planet for the last few months you’ll know that retailer Dick Smith is in the process of being shut down after being placed into receivership in early January.

In mid January media reported cases of people who had prepaid for Fitbit devices at Dick Smith during their Boxing Day sale and were promised new stock when it came in.

Stuff.co.nz ran such a story http://www.stuff.co.nz/business/industries/76143097/Dick-Smith-customers-who-paid-for-Fitbits-still-left-only-with-receipts

Followed the next day by a follow-up story http://www.stuff.co.nz/business/industries/76183887/Fitbit-investigating-after-Dick-Smith-fails-to-front-up-with-tech 

And a few days later by another follow-up where Fitbit and retailer Harvey Norman had partnered to offer a FItbit to any customer who took their Dick Smith receipt to a Harvey Norman store up until the 29th February http://www.stuff.co.nz/business/industries/76244606/dick-smith-customers-to-get-fitbits-from-harvey-norman

Yesterday Stuff ran yet another story with a customer who had prepaid for Fitbit devices and had been trying to get them from Dick Smith without any luck. http://www.stuff.co.nz/business/industries/77698320/dick-smith-store-selling-fitbits-did-not-honour-prepaid-customer

The Stuff journalist clearly had enough time to contact Dick Smith, contact a lawyer and contact the receiver but clearly didn’t do something as simple as contacting Fitbit for comment, searching the Stuff archives, or simply using Google which would have lead to the January announcement along being carried by a number of news sites and forums along with a number of discussion forum threads on this very issue.

While it’s unfortunate for the customer to be in this situation, it poses the question of why the Fairfax journalist did such a poor job of researching the issue when a successful resolution for the customer could  possibly be so easily achieved.

If you’ve in this situation of having paid for a Fitbit at a Dick Smith store and are yet to receive it it’d pay to contact either Fitbit or Harvey Norman to discuss your options. Don’t contact Stuff because they’re not going to help you.



When will the pain end for Jetstar?

By Steve Biddle, in , posted: 10-Feb-2016 21:22

The news media has been full of horror stories about Jetstar in recent months - and those stories will continue as Jetstar have finally released their official on-time figures for December and January

In December 2015 Jetstar’s NZ on-time performance (% of departures within 15 minutes of the scheduled time) was 64.4%. Compare this to Air New Zealand who sat at 90.8% for the month for jet services and 84.5% for regional services. January was no better for Jetstar, with on-timer performance figure only increasing to 65.2%.

It’s no secret that the wheels are falling off Jetstar’s New Zealand operations, and this further adds to the pain. There were days leading up to Christmas where flights to Sydney were cancelled multiple days in a row due to aircraft being unavailable, and compound delays of over 7 hours on their 6 daily services between Wellington and Auckland. Trying to run aircraft with extremely high daily utilisation means that delays are hard to recover from, and their current schedule simply can’t cope. Their problems aren’t just not meeting the 15 min timeframe, they’re that delays are routinely 3+ hours once aircraft are delayed.

Sure competition is great, but right now Jetstar are not competition for Air New Zealand. They’re the laughing stock of the airline industry. Sure their prices may be cheaper, and if you’re willing to arrive at your destination +/- 2 days they’re probably an OK option..  For those who want to arrive on time, they’re a risk not work taking.

Jetstar long claimed they were NZ’s most punctual airline, and Air New Zealand was mocked by many for targeting this in marketing campaigns as a lie. The stats don’t lie however, and they should be incredibly embarrassing for Jetstar and their industry partners.



CES Day 1

By Steve Biddle, in , posted: 7-Jan-2016 18:40

I’m luckily enough to be in Las Vegas for CES, and hoping to write something at the end of every day to sum up some of the cool stuff I’ve seen.

Today marked the opening day of CES ,however I’m luckily enough to have a media pass so have been to a number of events and keynotes on Monday and Tuesday. What follows is just a few notes and observations followed by a few photos. I’m just writing these as brief notes.

My day started with a guided tour of the LG stand. I’m not aware of any other NZ media here at CES and so I was with a few Australian media. LG were big on two things – TV’s and their IoT solution called SmartThinQ where huge. IMHO LG really lead the TV market right now (assuming you can afford it) with their OLED solutions. OLED took centre place, along with the new WebOS3 which is the operating system used on their TV’s. All the usual apps are there, but WebOS3 brings enhancements for SmartThinQ – where is their IoT (Internet of Things) solution. Imagine if every appliance in your home cold be connected, and controller, from your TV or from an app. This isn’t a dream, it’s reality. Everybody is doing IoT here and it really is the latest buzzword. Everybody is talking about “open standards” but the reality is there aren’t any. Everybody is building their own systems and hoping to get other vendors on board – welcome to the TV app market all over again.

TV’s are a big deal. 4K is becoming the norm, but HDR is now where it’s at. If you don’t know about HDR it’ll probably pay to Google it – but in an environment like CES it’s hard to tell who’s really telling porkies. I visited Sony, Samsung, Panasonic and LG and listened to every single one of them trash the other. In an environment where TV’s are clearly optimised to show the differences between HDR and non HDR content it’s really hard to gauge where things are at. My personal view however is that LG’s OLED is still ahead of Samsung’s much walked about Quantum Dot technology.

LG also displayed their new 98” 8K OLED. I have nothing else to say about this but wow. Estimated RRP when it hits the market this year is somewhere around US$40,000.

Drones are huge. They’re not just huge, they’re HUGE. They’re everywhere. Drone technology is advancing so rapidly that anything you buy is pretty much obsolete by the time you walk out of the store. 360 video and personal tracking (such as filing you skateboarding or mountain biking) are where it’s at. Just don’t ask about battery life.

I attended the Intel keynote last night, and had a good look at what Intel have on display. It’s safe to say it’s amazing. Intel Curie (it’s embedded mobile) is going to change the way we watch and engage with live sport. Intel have partnered with Red Bull for extreme sports to really show off – real-time analytics showing performance, G forces, speed and movement are going to change the world. The potential for Curie was also show off with their partnership with Oakley delivering sunglasses that act as a personal trainer,

I also got the chance to have a look at a Tag Heuer smart watch (disclaimer – I own a Tag Heuer so am a fanboi!) and really only have one thing to say – OMG. It leaves every other smart watch for dead in terms of styling.

Retro was back with turntables. Panasonic have re-launched the Technica brand with turntables, and many other manufacturers also had them on display. Headphones were also everywhere, but I’ll hopefully get to spend some more time tomorrow.

Panasonic had their Panasonic Aero IFE systems on display – I know Air NZ announced earlier in the year they;re looking at some of their API’s to allow access to view and bookmark movies that will be on your flight before you fly. Hopefully they integrate this into the Air NZ app at some point.

And lastly 802.11ad finally hit the market with routers being announced. 802.11ad will deliver up to 2.4Gbps of real world WiFi throughput, however the 60GHz band means an AP in every room will be essential!

That’s it from day . Hopefully I’ll update this again tomorrow.

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I'm off to CES 2016

By Steve Biddle, in , posted: 30-Dec-2015 17:17

Just a bit of a heads up for anybody who loves their gadgets - I'm off to CES next week. This isn't a free PR junket so don't expect me to come our writing nice things about companies that have taken me! smile

I'm attending with a media pass so will have access to some behind the scenes stuff that the general public don't. My plan is to hopefully have a blog post up each night with some of the best things I've seen that day.

Since there are a lot of you here who will never get the opportunity to go, I'm keen to help out others. If there is a product or company you'd like to know more about, post a question or suggestion in the thread http://www.geekzone.co.nz/forums.asp?forumid=48&topicid=189462 or post a comment here. I'll see what I can do (no promises).





Snapper+GWRC+NZTA. Why integrated ticketing isn’t as simple as it should be.

By Steve Biddle, in , posted: 3-Dec-2015 20:37

Stuff today reported what was almost an obituary for Snapper. While it may have come as a surprise to some, it was hardly news. The real story is the one behind the scenes.

Before we look into the bigger issue, lets take a look at the history of Snapper. Infratil subsidiary NZ Bus own and operate bus services in Wellington, Lower Hutt and Upper Hutt under the Go Wellington, Valley Flyer and Runciman’s brands under contract. By 2006 their existing card based ticketing solution was horrible and cash fares were a nightmare to deal with. They needed a solution, and that solution was a contactless smartcard. Infratil also had just the man to launch a product, and with that, Snapper was born. The company was headed up by Charles Monheim. Monheim, who had headed up Tfl (Transport for London’s) Oyster Card ticketing system from 2001 to 2006 had the perfect skillset required to launch a new ticketing system.

Snapper opted for a system based on the Korean T-money platform, with the actual Snapper “card” bring a JCOP (Java Card Open Plaform) application that resides on the card. This platform had been in use in Korea for a number of years and had a number of advantages over other solutions, particularly competing MIFARE based solutions at the time that were dealing with ongoing issues with the encryption on cards being broken rendering the cards open to being compromised. 

Snapper hit the ground running in July 2008 – literally. Problems arose with buses that didn’t yet have readers, and the accuracy of billing for some journeys was a nightmare that took quite some time to solve. Over the coming months however the issues were sorted, and as we now look at the product 7 1/2 years on from the launch it’s safe to say it’s fulfilled it’s purpose of delivering a solid contactless solution for Wellington bus customers.

Within months of it’s launch in 2008 it was clear Snapper were out to play hardball. Attempts to convince both Mana and Newlands bus companies to offer the product failed – in part because both took issue with the link between Snapper’s owner Infratil, and NZ Bus. As Snapper would have access to full details of passenger numbers and routes the fear was they would then provide this to NZ Bus who could potentially then tender against Newlands or Mana to operate services. This lead to the GWRC (Greater Wellington Regional Council) also privately having concerns about expansion of Snapper – what would happen if NZ Bus lost the tender for bus services but controlled all the ticketing? What conflicts of interest are there when both share the same parent? They’re all issues that have plagued Snapper since the launch, and to an extent still plague it today.

2008 also marked the announcement by ARTA (Auckland Regional Transport Authority) of it’s plans for a new integrated ticketing solution for Auckland across all buses, trains, and ferries. NZ Bus owned several bus companies in Auckland so took the initiative to launch Snapper into the Auckland market, promising that they could deliver a full solution and have it in place before the 2011 Rugby World Cup at a fraction of the cost of other suppliers. Unfortunately for Snapper several key members of the ARTA had some well known personal grievances with NZ Bus, which in turn meant Snapper was on the out, before it was even in.

It was around this time that the NZTA (New Zealand Transport Agency) stepped into play pledging to help fund integrated ticketing in Auckland, providing they had a say in the solution and day to day running. Their plan was to build a system for Auckland that in time could then be rolled out to other cities in New Zealand achieving economies of scale that would somehow “save” money. Snapper dug their heels in – they had a system in place and were gaining traction with micropayments but the NZTA wanted none of this. A deal was done with French giant Thales to provide the bulk of the backend systems for the ticketing solution and terminals for trains and ferries. Terminals for buses would be available from two vendors, with Snapper pledging their system could be made compatible meaning their terminals would stay.

I don’t need to write about the disaster that evolved over the next year or so. Thales struggled to deliver on time, the AIFS (Auckland Integrated Fare System)  which was key to the actual billing of journeys was a joke, and Snapper along with the other bus terminal vendor (who’s name completely escapes me right now) had trouble making their terminals compatible because they had a) nothing to test against because AIFS wasn’t built, and b) because the specifications kept changing. We all now know the outcome – Snapper pulled out of Auckland, Thales took over all bus terminals, and in 2012 HOP was launched with the cost blowing out to somewhere in the vicinity of $100 million. Since that day it’s either been plagued by problems or the best solution to ever hit the market  - depending solely on the side of the fence you want to sit on. Needless to say both parties believed in some very different things – Thales, NZTA and ARTA were very much about building closed, proprietary systems. Snapper were all about building open systems. It really is no wonder heads clashed with such differing views.

The involvement of the NZTA in Auckland was critical. Their involvement resulted in the creation of NITIS (national integrated ticketing interoperability standard) along with the concept of a centralised system for overall management, but with individual clearing houses for each city or town that wanted to jump onboard. This clearing house concept is quite important here –  unless fundamental changes are made to the clearing house model you will not be able to use an Auckland issued HOP card in any other region, or use (say) a Wellington HOP card in Auckland. The NZTA also don’t want their solution used for anything but public transport. Both approaches differ significantly to what Snapper believed in, with Snapper pushing it’s use in taxis and parking along with micropayments.

While it wasn’t clear to many at the time, the future for Snapper became a little less uncertain after HOP went live. With the NZTA committing to funding integrated ticketing outside Auckland on the condition integrated ticketing solutions were fully compliant with the NITIS specifications (something Snapper wasn’t) . Here in Wellington our slightly backwards GWRC still saw no need for integrated ticketing across all buses and trains and saw it as a solution looking for a problem, despite the fact the advantages of integrated ticketing across buses and trains are just … logical.

Move on to 2015 and integrated ticketing is finally on the cards at GWRC, with plans to have a solution in place towards the end of the decade. GWRC really only have one option for a solution, and that’s piggybacking on top of HOP. Deploying Snapper across the rest of the trains and buses in Wellington would cost a fraction of the cost of jumping onboard NZTA’s solution, and no doubt start raising all sorts of questions all over again about why HOP cost so much money not just on a solution, but a backwards solution.

10 years ago the concept of a piece of plastic to pay for public transport was a great one. It replaced cash and was reloadable. As we enter an era of smart devices and contactless payments in the form of Visa’s Paywave, Mastercard’s Paypass, Apple Pay and Samsung Pay the game has changed. Carrying around another piece of plastic to pay for a public transport journey feels backwards. Oyster card usage in London has plummeted this year with the adoption of Paywave, Paypass and Apple Pay to pay for all public transport journeys. Passengers no longer need to worry about carrying around an extra card and topping it up, and for tourists it makes using public transport incredibly simple.

The sad aspect of such advances is that the NZTA don’t believe in such things. Their concept of a closed model means HOP users are unlikely to see solutions such as this anytime soon. It’s highly likely you’ll see a mobile phone app but that’s hardly groundbreaking stuff – Snapper did that 3 years ago with their touch2pay solution which was the first of it’s kind in the world. Simply tagging your smartwatch against the reader to tag on and tag off  may be the way of the future in some countries, but New Zealand won’t be one.

All of this poses one big question. With all of the talent we have in New Zealand, how did we end up with the NZTA spending $100 million to build a solution based on French technology that doesn’t fully meet the needs of public transport users? The hardware isn’t the complex part, it’s the software that is. The clearing house and interchange model used by HOP is very inefficient, and issues such as online top-ups taking 3 days show the downsides of the current solutions.

Is it time to for Wellington to simply tell the NZTA were to stick HOP and build our own open standards solution for public transport ticketing?



Air New Zealand’s IFE systems. Why is it so difficult to get the basics right?

By Steve Biddle, in , posted: 25-Nov-2015 08:48

Anybody who knows me will know I’m a bit of a travel junkie - I love planes, and I love travel. I have flown around 50 plane flights per year over the past few years, with at least 2-3 trips to the United States every year, and typically flights to Australia every few months. All of this means a lot of time spent on planes, and in particular a lot of it spent on Air New Zealand planes. Despite their many failings including a very flawed Airpoints loyalty program and the extreme cost cutting attitude of the current executive team, I am still a very loyal customer.

Unless you’re flying on a low cost carrier, the expectation of most people flying on a plane these days if some form of in-flight entertainment (IFE) system, whether this be the more common seat back screen, or the airline supplying tablets to customers. Onboard WiFi is becoming increasingly common and is the way of the future, but until bandwidth issues between planes and the ground are eliminated this is still a few years away from becoming the norm - the seat back screen isn’t going anywhere fast.

Airlines both love and hate seat back screens. With the exception of newer generation systems launched in the last year or so which have made huge advances, IFE systems are typically expensive, power hungry, heavy, bulky (ever noticed the big boxes sitting under your economy seat taking up all your leg room?) and 300+ screens emit a huge amount of heat in the cabin that needs to be cooled. Without an IFE system however, passengers would baulk at flying on a plane for 12+ hours with absolutely nothing to do.

All of this brings me to my recent flights with Air New Zealand. Out of my last five long haul flights I’ve had the IFE system for my seat fully functioning on only one of those five flights. The other four flights have ranged from minor issues right through to a totally non functioning screen on my flight back from Vancouver last week. If I was to look back even further I’d estimate that system issues requiring seat reboots for my seat or individual seats around me where I’ve heard customers reporting issues, or full mid-flight system reboots occur on probably 30% of all flights. All of this poses one big question – why are these expensive systems so bad? If a TV manufacturer launched a TV that simply decided not to work some days, required reboots half way through your favourite TV show, randomly become non responsive, or suffered loss of audio sync, there would be outrage. People would be demanding their money back.

Air New Zealand use Panasonic Avionics as their IFE vendor. Across their fleet Air New Zealand operate three different IFE platforms – older generation Panasonic eFX systems on it’s A320 and 767-300 fleet, newer generation Panasonic eX2 systems on it’s 777-300 fleet, and the latest generation Panasonic eX3 systems on it’s 787-9 Dreamliner and 777-200 fleet (of which all aircraft flying have been newly refitted at the time of writing this from an older Thales system). The architecture of these individual systems varies greatly due to massive technology advances in the 10 years since the EFX system was new, and the launch of the eX3 system has seen Panasonic move from Linux to Android as it’s core operating system powering the IFE system. Tales of instability issues on the eX3 platform are well known – Air New Zealand had Panasonic engineers flying on 787 Dreamliner flights at one point so they could fix things when they broke.

Earlier this year Air New Zealand deployed new software updates to the eX2 systems on the 777-300 fleet to deliver a similar user interface (UI) as that used on the newer eX3 systems. As the eX2 screens aren’t multi point capacitive they can’t support swiping unlike the eX3 screens, but the look and feel is now similar. This software update immediately caused the in-flight maps to break and caused general instability issues across the fleet. As aircraft couldn’t easily be taken out of service to work on the issue many of these planes simply flew around broken for weeks. I flew through to London in June via Los Angeles in Business Premier and had pretty much an unusable IFE system on both flights on two individual planes. While the in-flight service managers (IFM) on both flights were extremely apologetic, I got the feeling from both that they were increasingly frustrated at the faults and felt that members of the IFE team on the ground were seemingly in denial that such issues existed.

Last week I flew to Vancouver for a quick week long holiday and got to experience the new eX3 system on a new 777-200 refit. On the way over the system worked flawlessly. On the way back the system was totally broken for both my seat and a number of other seats in the plane. Multiple seat reboots and help from the engineering on the ground was unable to solve the issue. Short of a full system reboot that would take down the entire aircraft for around 15 minutes (something crews will only do as a last resort due to the massive inconvenience it causes to all passengers) there was nothing that could be done. I sat there for 13 hours with no IFE and unable to use my laptop due to the incredibly crammed seats in economy class. While I managed to cope (and a generous Glenmorangie from the super friendly IFM at least helped me sleep!) the passenger behind me showed the level of expectation that many passengers have for an IFE system – he wanted (or should I say expected) to be upgraded to a seat that worked in Premium Economy or Business Premier. Needless to say that didn’t happen.

All of this poses a few big questions. Why are Air New Zealand’s IFE platforms so poor? Who is at fault? Panasonic for building poor quality products or Air New Zealand for poor implementations? More importantly why do flight crews believe that ground staff aren’t listening to their complaints and fault reports?

Am I just the unluckiest customer ever when it comes to issues? Or do other people see the same problems? I’d be interested in your comments.



Catching Uber to Wellington Airport? Uber may well be ripping you off.

By Steve Biddle, in , posted: 21-Oct-2015 21:42

Anybody who knows me and has read my numerous blog posts about Uber will know I’m a fan. I’ve used Uber in a number of countries and love both the concept of the product, and the product itself.

In the last month I’ve used Uber to get from my office in Wellington to Wellington airport. Both times I’ve been charged $25, and on both occasions the fare estimate was significantly less than this. After spending a bit of time looking into this it seems that Uber charge a flat $25 rate to get from Wellington Airport <-> Wellington CBD according to the Uber website, but make no mention of this anywhere in the app. For areas in the city (such as my office) where the estimated fare is in the $16 - $21 price range depending on the time of the day, you’re automatically charged $25 for the journey. As much as I like Uber, I don’t like being ripped off, and Uber have ripped me off. Twice.

Lets have a look a few random locations around Wellington

Screenshot_2015-10-21-21-26-38 Screenshot_2015-10-21-21-25-30 Screenshot_2015-10-21-21-25-11

 

And the Uber website

image

I asked @uber_nz about this on Twitter, but it seems they’re not the most prompt when it comes to engaging on social media.

In the meantime you may want to be wary of being overcharged. There are a number of taxi companies that only charge $20 flat rate to get from the CBD to the airport.



When customer surveys go wrong.. I’m looking at you Air New Zealand

By Steve Biddle, in , posted: 27-Aug-2015 07:59

I love flying. I also love Air New Zealand. As a HVC (high value customer) I fairly regularly get customer surveys and I normally take time to fill these in. Over the last year or so the line of questioning in these surveys has become incredibly bad, and it really worries me that business decisions are probably being based on data from surveys where the questions are so poor that any such data probably has no meaningful real world value.

The most recent survey sent out on Tuesday night takes things to a whole new level. This survey attempts to look at regional flight offerings, grabaseat and people’s feelings towards Jetstar. A couple of spelling/grammar mistakes in the survey can be overlooked, but the actual questions posed by the survey make me seriously wonder whether anybody from Air New Zealand or TNS (who conduct the survey) bothered to actually ask themselves whether any of their questioning made sense.

Multiple questions refer to grabaseat being an airline. Multiple questions also seem to ignore the fact grabaseat is not a standalone booking site and merely uses the main Air New Zealand booking site for all flights. Every flight listed on the grabaseat site is also shown on the main Air New Zealand site, as this is what is used for the actual booking.

airnzsurvey

Since when did Grabaseat become an airline?

airnzsurvey2

Once again Grabaseat is referred to an airline (if you excuse the grammar). I’m not quite sure how you’re supposed to answer any of these questions in the context they’re posed!

airnzsurvey3

I hope nobody said they searched for flights on a mobile phone that isn’t a smartphone!

Any Air New Zealand HVC knows that the recent slash & burn cost cutting across the airline has delivered great profits while cutting many customer benefits and services. It also looks like it’s resulted in the culling of staff who understand how to write a customer survey.

It’s very clear that Air New Zealand face some very significant challenges from Jetstar in their home market over the next year. After bleeding money for the last few years Qantas are profitable again, and have declared war on Air New Zealand for meddling in the Australian market with their stake in Virgin Australia, something that has resulted in a fairly significant financial hit for Qantas on their home turf. They’ve decided to take revenge in the best way possible - deploying additional Jetstar resources into the New Zealand market in an attempt to hurt Air New Zealand on their home turf. I wrote about this a few months ago and still believe Jetstar have left this far too late, but it’s clear this will still have an impact on Air New Zealand. Qantas don’t care if Jetstar is never profitable in New Zealand (and it probably never will be) – if they can hurt Air NZ they’ll consider that a win.

Air New Zealand should focus on what they’re good at. Writing customer surveys clearly isn’t one of those things. If you want feedback from your HVCs then creating more focus groups and engaging with customers in real life is the way to get the feedback you’re after. I know I’d be more than happy to give plenty of feedback and comments as to how Air NZ could improve many of it’s products, services and brand if you were to only ask. I’m sure plenty of my friends who fly far more than my lowly 40-50 plane flights per year would also be more than happy to offer their services also!



Flight Review Air New Zealand Business Premier NZ6 and NZ2 Auckland (AKL) to London (LHR) via Los Angeles (LAX)

By Steve Biddle, in , posted: 10-Jul-2015 08:13

I’ve just recently got back from a three week holiday in Europe for my birthday. Having not flown Business class all the way from New Zealand to London before I decided it was a must do to treat myself.

Air New Zealand fly their 777-300 (77W) aircraft from Auckland through to London Heathrow (LHR) via Los Angeles (LAX). Their flagship NZ2 (from Auckland to London) and NZ1 (from London to Auckland) operate via LAX with a stopover of approximately 2 hours at LAX. Rather than fly direct on NZ2 from Auckland I opted to fly on NZ6 to LAX, leaving Auckland a few hours before NZ2, and then connect with NZ2 to LHR. This gave me around 4 1/2 hours stopover – just the right amount of time to leave the airport to stretch my legs and partake in some plane spotting near the airport.

After flying from Wellington to Auckland I walked the quick 10 minute walk across to the international terminal (free buses are also available) before heading through security. If you’re a status customer with Air New Zealand (Koru, Gold, Elite or EP1) or flying in Premium Economy or Business Premier you’re entitled to use express lane from the Premium check-in area. A lift in in this area takes you up to a dedicated customs area and a fast-track line to the front of security screening. Whether or not this saves time really depends on the time of day that you are flying.

After enjoying a quick snack in the Koru lounge I headed down to the gate and settled myself into seat 2A to for my flight. I was welcomed with a welcome drink offering of water, orange juice or sparkling wine. Due to tax/duty reasons Air New Zealand typically don’t serve proper champagne until after takeoff. Orders were also taken for a drinks service immediately after takeoff.

Air New Zealand Business Premier is a 1-2-1 true lie flat seat , with the 1-2-1 configuration meaning every passenger has direct aisle access. While others may finally be catching up with this, it’s still pretty common to find other airlines with seats that are not truly lie flat, or seats in a 2-2-2 configuration meaning you have to climb over the passenger next to you if you have a window seat. The 77W Business cabin is split into two with a galley in the middle which is also a very convenient location for a basic self service in-flight bar featuring in-flight snacks and drinks mid flight.

Unfortunately in some of the photos Air New Zealand’s LED mood lighting has given most of my photos a nice pink tinge!

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In my seat was a menu, bottle of water, amenity kit and noise cancelling headphones. The headphones are better than your average airline headphones but are pretty much rubbish compared to my Bose QC15’s. In case you’re wondering I’m not really a Sir, but Air New Zealand allow you to customise the welcome name on the screen and I like the ring. :)

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Included in the amenity kit is a pair or socks, eye mask, ear plugs, pen, toothbrush, lip balm and moisturiser. The new amenity kit (launched in January 2015) bag doubles as a convenient case for a tablet, but I’m not sure how smart it was to have an internal pocket with zip as I can imagine this would very quickly scratch a tablet.

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Not long after takeoff a hot towel service occurred, followed by delivery of my glass of Champagne and cashew nuts. At the time of writing this Air New Zealand are serving Charles Heidseck Reserve. This was followed not long after by a visit from the In-flight Service Manager introducing himself to all passengers and handing me arrival documentation for the USA.

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Crews soon set up tables and tablecloths before delivering the starter to my seat. This was an incredibly nice tasting starter of seared venison with kumara crisps, picked red onion, smoked chilli and micro herbs. This was followed by a selection of breads including garlic bread which always goes down well.

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This was followed by the main course – seared hapuka in miso coconut broth with steamed shitake rice, gai lan and fresh coriander salsa.

Unlike many other airlines who continue with carts in the cabin for meal service Air New Zealand offers all meals plated up onboard, and personally delivered to the seat by the crew.

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Dinner was followed by white chocolate and rosewater panna cotta with pistachio cream for desert, and as I was feeling a little greedy I also opted for the cheese platter just to finish things off.

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The cheese platter was washed down nicely by a couple of glasses of Glenmorange 10yr whisky.

After dinner I settled down to watch some content on the In-Flight Entertainment System. On Air New Zealand’s 77W fleet they use a Panasonic eX2 system with a 12.1” touch screen. Around April this year the system underwent a major software upgrade to offer new features and functionality and align the system with the new Panasonic eX3 system on the 787-900 and 777-200 fleet. This resulted in the maps being broken for weeks, and despite these now being fixed the system was basically a disaster. It’s incredibly sluggish and after navigating around the menus and listening to some music I found lag in the system getting up to 1-2 mins (yes minutes) before key presses were registered. A full reboot of my seat resolved the issue and sped it back again, temporarily, but the lag eventually returned. Even without the lag returned the system is by no means snappy. There was also functionality such as the Tripadvisor application that simply didn’t work at all on any seats on the plane. The movie, music and radio content is fantastic, but when the user experience is so poor, it pretty much negates the whole experience.

After listening to some music and podcasts on my phone for a few hours I decided it was time to get my bed made and try and catch some sleep. The crew are super efficient at doing this so don’t even bother trying to do this yourself - the seat folds back to form a 2 metre bed complete with memory foam mattress, duvet and 2 pillows. It really is super comfy.

If you’re somebody who sleeps on their side (like I do) you may have a preference for a seat in A/J or B/K seats due to the way the herringbone layout works and whether you want to face the side wall of your seat or the open space of your screen while you sleep.

After a great 5hr sleep I woke up and started to think about breakfast. It wasn’t too long before my hunger pains were satisfied.

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Breakfast was the standard Air New Zealand Business offering of a mix of cereals with fresh fruit, yoghurt, a selection of bakery items featuring croissants, toast or fruit toast, followed by a hot option. I opted for the waffles with mixed spice sugar, black doris plum compote and greek yoghust. While very tasty the waffle didn’t taste that fresh which was a bit of a disappointment.

As the cabin was prepared for out arrival into LAX the in-flight service manager visited each customer for a quick chat. It’s a great personal touch and something I love about Air New Zealand. Not long after this we were on the ground at LAX.

Arrival into LAX airport was a pretty painless process. I’ve flown through this airport many times in the past, and every time it’s been terrible. As of December 2014 Air New Zealand have moved to the recently upgraded Tom Bradley International Terminal (TBIT) which is an amazing terminal and a complete contrast to previous experiences inside Terminal 2.

If you’ve entered the USA since 2008 on your current passport and ESTA you’re eligible to use a kiosk to speed up the CBP process. After inserting your passport and answering a few brief questions the kiosk takes your photo and fingerprints, a process that is normally done manually by CBP staff. After you’ve completed this it issues a printout which you then hand to CBP staff along with your passport to complete the process. Within about 35 minutes of arriving I had cleared CBP, picked up my bags, cleared customs, dropped my bag off at the transit counter, and was standing outside the terminal enjoying the sunshine.

If you’re flying straight through to London on NZ2 you will not have to collect your bags – these remain on the aircraft. You will however need to clear CBP, and once this is done can then proceed through security screening and have full access to the terminal and (if eligible) the Star Alliance lounge. This is a vast improvement on the process in the old terminal where passengers in transit only had access to a transit lounge.

As it was such a beautiful day I walked to the world famous In-N-Out burger which is around 25 mins walk away and right under the runway threshold for runway 24R. Not only do In-N-Out have the worlds best burgers (Anthony Bourdain even agrees with me!), the park opposite is an amazing place for plane spotters.

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After 45 minutes or so of awesomeness I walked back to the terminal. Screening was amazingly efficient for a US airport, and I was back inside the terminal within about 10 minutes. Having flown through many US airports in recent years all this efficiency seemed too good to be true!

I now headed off to check out the new Star Alliance lounge inside TBIT that is actually managed by Air New Zealand for all Star Alliance airlines. Unfortunately it was around this time that my phone troubles started with my phone refusing to recognise the camera. My only snap was a picture of the very cool outside bar and dining area. It was empty mid afternoon, but I’m told it’s very popular on warm evenings.

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There are plenty of reviews of the lounge online if you want to see it in more detail, but overall it was a very impressive lounge. I took a shower and had a bite to eat and drink before walking to the gate for my next flight.

 

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Onboard NZ2 I had another champagne. I feel it’s rude to say no when it is offered to you..

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This was followed by a starter of  grilled prawns with chorizo and sun blushed tomatoes, micro basil and paprika aioli along with a selection of bread.

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This was followed by a main of roast chicken on kumara miso mash with edamame beans and wilted spinach with chilli picked shitake mushrooms and red dates.

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And followed by brownies ala mode and pecan ice cream with salted caramel sauce.

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And washed down with another Glenmorangie..just because it was on offer!

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As it began to get dark I figured I’d try and get some sleep so had my bed made up for me.

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After a few hours sleep it was time for breakfast. I started with a raspberry and pomegranate smoothie.

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This was followed by granola, fresh fruit and yoghurt, fruit toast, and herb scrambled eggs with chicken and apple sausage, sautéed potatoes and tomato relish.

Not long after clearing this away and preparing the cabin we started our descent into LHR, and as is pretty typical entered a holding pattern for a brief period before landing. Business Class customers are given priority passes for clearing UK customs, and while the queues were not too bad around lunchtime when NZ2 lands this probably saved around 10-15 mins in a queue.

Overall both flights were awesome. NZ2 was crewed by a UK based crew rather than the NZ based crew on NZ6. This means the crew are typically European rather than NZers and does mean the service levels are actually quite different. Unlike NZ6 the In-Flight Service manager didn’t personally introduce himself to all passengers or say goodbye to them before we landed. Crew on NZ2 also seemed to be lacking in generosity when it came to alcohol as well. While these matters are small, they are very obvious and shows a lack of consistency, particularly when you’re flying two flights in a row on the same airline. I’ve had some very differing experiences on Air New Zealand international services over the last few years which does show up a lack of consistency of the product offering.

I just wanted to add a little bit more here about Air New Zealand’s IFE system because in my view right now this system is a total disaster. As I sit writing this review I’m on a Lufthansa flight on my way from Munich to Japan, and while the content isn’t as good as Air New Zealand, every aspect of the system from touch screen performance to speed is vastly superior.

The Air New Zealand IFE has a pretty extensive selection of content from movies to documentaries, TV shows and music. It also has a rather cool chat function if you want to chat to others on the plane. It doesn’t look like you can select the pilots though! :)

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   Playing music, along with recommended suggestions.

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Browsing some of the web style content on the plane – it’s clear this hasn’t been updated for a long time as Clarins products are no longer in the amenity kit, and the 777-200 fleet upgrade is not going to be complete until the end of 2015.

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I required full seat reboots on both my flights due to the massive lag and pretty much gave up using the IFE system. It’s definitely an area Air New Zealand need to put some serious work into – and questions obviously need to be raised about their software testing processes before updates are deployed to aircraft, and onboard once updates have been deployed. I’m aware of numerous problems with the new Panasonic systems on the 787 and 777 refit as well, which really should be ringing alarm bells inside the company as to why these problems are occurring, and how they can be resolved.

In summary apart from IFE issues both flights were fantastic, and something I look forward to doing again at some point in the future!



sbiddle's profile

Steve Biddle
Wellington
New Zealand


'm an engineer who loves building solutions to solve problems.
I also love sharing my views and analysis of the tech world on this blog, along with the odd story about aviation and the travel industry.

My interests and skillset include:

*VoIP (Voice over IP). I work with various brands of hardware and PBX's on a daily basis
  -Asterisk (incl PiaF, FreePBX, Elastix)
  -Polycom
  -Cisco
  -Linksys
  -Patton
  -Zyxel
  -Snom
  -Sangoma
  -Audiocodes

*Telecommunications/Broadband
  -xDSL deployments
  -WiMAX
  -GSM/WCDMA
  -WiFi

*Structured cabling
  -Home/office cabling
  -Phone & Data

*Computer networking
  -Mikrotik hardware
  -WAN/LAN solutions

*Wireless solutions
  -Motel/Hotel hotspot deployments
  -Outdoor wireless deployments, both small and large scale
  -Temporary wireless deployments
   
*CCTV solutions
  -Analogue and IP

I'm an #avgeek who loves to travel the world (preferably in seat 1A) and stay in nice hotels.


+My views do no represent my employer. I'm sure they'll be happy to give their own if you ask them.


You can contact me here or by email at [email protected]

twitter.com/stevebiddle