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Air New Zealand Complaint - Poor Service at a high price
Complaint
We booked the premium service for our July & August 2008 vacation- half way between first class and tourist and over double the cost. On the flight Vancouver/Auckland, we were ignored by the attendants and couldn't get service even when we asked for it. We were supposed to have the same menu/food service as first class but what we got was what was left over (no choices. for dinner and they never once offered fruit or a snack or anything else 1st class got. The attendants spent their time in Tourist or first class and we only got attention if we grabbed someone going from one to the other. We had to ask for permission to use the first class washrooms, just on the other side of the curtains.
For the Aukland Brisbane portion, we were seated in crappy old tourist quality seats seats just in front of tourist, as it appeared that they decided to close the upper deck of the 747 where we originally were booked because there weren`t enough premium class passengers to bother the staff to open up the area. We had to seek permission and be escorted to use the upstairs washroom.
On check in, the area reserved for premium check in was being used by tourist class, and we would have had to wait in that long line had we not complained (both ways).
They misplaced the suitcase with all my scuba gear on the way back. It was located by an employee at the Brisbane airport who found it and contacted me directly to arrange return. To add insult to injury, they assigned baggage recovery to Air Canada, which ran the LA Vancouver return flight and who could not have been less interested.
Needless to say, they ignored all of my written complaints and no-one ever replied to them.
Next time, Quantus. If you must go Air NZ, the Pacific Premium seats are probably not going to be worth the extra cost.
For the Aukland Brisbane portion, we were seated in crappy old tourist quality seats seats just in front of tourist, as it appeared that they decided to close the upper deck of the 747 where we originally were booked because there weren`t enough premium class passengers to bother the staff to open up the area. We had to seek permission and be escorted to use the upstairs washroom.
On check in, the area reserved for premium check in was being used by tourist class, and we would have had to wait in that long line had we not complained (both ways).
They misplaced the suitcase with all my scuba gear on the way back. It was located by an employee at the Brisbane airport who found it and contacted me directly to arrange return. To add insult to injury, they assigned baggage recovery to Air Canada, which ran the LA Vancouver return flight and who could not have been less interested.
Needless to say, they ignored all of my written complaints and no-one ever replied to them.
Next time, Quantus. If you must go Air NZ, the Pacific Premium seats are probably not going to be worth the extra cost.
Comments:
Posted by VF-213 on 2009-10-28:
I assume from your post you don't fly often. Your expectations were a bit too high for this booking class. You booked what was essentially "E+" a bit more legroom and a few small perks thrown in.
Airlines are reluctant to offer a product too similar to First class as it would cannibilise their highest yield product.
As far as your baggage recovery thru Air Canada, this would be normal practice as its inter N. America - outside of Air NZ domain.
Finally, its Quantas not Quantus
Airlines are reluctant to offer a product too similar to First class as it would cannibilise their highest yield product.
As far as your baggage recovery thru Air Canada, this would be normal practice as its inter N. America - outside of Air NZ domain.
Finally, its Quantas not Quantus
Posted by Ben There on 2009-10-28:
I agree with VF-213 - you were expecting a lot more from Premium Economy than you were ever going to get. Like Qantas, the premium economy cabin has slightly nicer seats with a few extra inches of leg room and recline but nothing like a lie flat business class seat. As for the food, I don't see on their website where they claim the food and service is the same as business - it is enhanced, but as the name implies it is still economy: http://www.airnewzealand.com/on-the-plane/premium-economy/default.htm
Posted by The_Judge on 2009-10-29:
VF-213....I know it's just a oversight but it's actually Qantas, not Quantas. No u.
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