Air New Zealand responds 8 days later

After 8 days of silence, ir New Zealand responds: 

Dear Mrs Marendy

Thank you for your recent email.

I am sorry that your in-flight experience to Brisbane earlier this month was unsatisfactory.  This is most disappointing and in no way accords with the standards we aspire to achieve, especially as you are a valued customer. 

Whilst I can appreciate that the flight attendant was adhering to guidelines, I also understand the importance of keeping our passengers informed.  In the airline industry there are many parts of the travel process over which we have little control, however the performance of our staff as they serve our customers is something that we can.  I was very concerned to read of your experience and the lack of apology for the faulty tray table.

With regards to the lack of meal choice, it is extremely difficult to estimate the percentage of passengers favouring one meal choice over another.  It is standard practice to cater a flight 100%, this being made up of two meal choices.  Although it would be preferable to allow our customers their first choice, regrettably this is not always possible.  And it is not feasible to over cater a flight, as there is simply no galley stowage available to accommodate this.  Having said that, I appreciate that you remain disappointed with this experience and the lack of choice. 

Although we cannot undo this negative experience, it is my hope that our positive virtues which have won your patronage in the past will be a consideration when you choose an airline to travel with in the future.

Mrs Marendy, thank you for taking the time to express your concerns.   It is always disappointing when our customers are unhappy with any aspect of their flight experience and we appreciate your comments and feedback in this regard.  We trust that your future travel with us will be more in line with your expectations.

Yours sincerely

......... ...... (removed name)

Customer Support ............ (removed)

Air New Zealand

Our letter on 5th October:

Discussion Thread

---------------------------------------------------------------

Auto-Response - 05/10/2010 06:52 PM

Suggested Answers Displayed

Customer (Cos & Melissa Marendy) - 05/10/2010 06:52 PM I flew with Air NZ flight NZ 201 6am 5/10 seat 28D this morning in from Christchurch.  Up until now I have been impressed with Air NZ after using several airlines around the world 18 months ago.

I boarded the plane with my husband and 2 children with a seating pattern 3 together and 1 across the isle which my husband generally takes regardless of who it is allocated to. Today as my husband went to take this seat the steward (unsure of his name) insisted I take it as he mops up a liquid spill from the seat but with no real explanation.  After a very perplexed OK he finally reveals that the child, in the next seat, who just spilt the coke a cola he was drinking, is an unaccompanied minor.  He then informs that it is policy that a female is allocated the seat next door.  That is fine I understand but I was not even aware that I was allocated that seat obviously for that reason.  Explanation straight up would have alleviated any confusion.  That sorted and a blanket put on the seat to mop up the spillage and for me to sit on, (no other clean/mop up occurred) I took my seat.  Early in the flight I tried to put my tray down to fill out the airport paper work and find the tray does not fold out properly or flat and would only sit at about a 30 degree angle interesting enough to fill out forms but even more interesting to eat off and impossible to sit a drink on.  There was no apology or compassion as my breakfast tray, of which I had no choice as by the time they reached the last couple of rows the 'popular' choice had run out, was placed at a precarious angle on the tray.  It was hard enough sitting right at the back near the toilets and work area but I realize someone has to sit there but when everyone else is able to choose and we, few rows included, get what is left it is a bit rough.

Yes I probably sound like a whinger but it seemed to be a comedy of errors with no apology or ready explanation.

If this the way Star Alliance rewards frequent flyers, then we will fly One World in our next round the world trip. Perhaps it is due to us being "free" flyers or that our points were with another Star Alliance airline (Air Singapore).