Air New Zealand launches ‘Concierge in the Sky Service’
Dec. 20, 2007, El Segundo, Calif.- Air New Zealand is revolutionizing the international customer travel experience with the introduction of an in-flight International Airline Concierge service
December 20, 2007 By Carey Fredericks
Dec. 20, 2007, El Segundo, Calif.- Air New Zealand is revolutionizing the
international customer travel experience with the introduction of an
in-flight International Airline Concierge service – a first in the aviation industry.
The new service launches in April on Air New Zealand's Los Angeles,
San Francisco and Vancouver to Auckland routes.
"Air New Zealand will employ up to 90 concierge staff, which will be
dedicated to making every customer journey before, during and after an Air New
Zealand service a special event," said Roger Poulton, Air New Zealand VP
Americas. "There is no other airline in the world offering such a service,
giving Air New Zealand a significant edge over its international competitors."
The new International Airline Concierge service will offer a combination
of travel advisers, disrupt managers, loyalty and destination experts focusing
on supporting every customer's travel needs. Concierge service staff duties
may include: escorting passengers to and from the aircraft; recommending
"must-do" activities while visiting New Zealand; assisting customers with
onward bookings; supporting customers affected by a weather disruption;
advising passengers on Star Alliance network options; or talking through the
finer points of customers' in-flight wine selections.
The international recognition of Air New Zealand's world-class long-haul
product has grown in the past two years. During this time, Air New Zealand has
been recognized by Business Traveler magazine for its unique brand of service
as the "Best Airline to the South Pacific, Australia, and New Zealand." The
recognition prompts the number of customers choosing the airline for services
to, from and within New Zealand. The new concierge service enables the airline
to continue to provide excellent customer service despite increased capacity
"Everyone travelling with us – no matter how full the aircraft – receives
the personal attention they deserve and the advice they need," adds Poulton.
"We're dedicated to finding new ways to deliver our customers with a uniquely
Kiwi experience at every stage of their journey, and the best way to do that
is through our people. Air New Zealanders are our competitive advantage."
The concierge initiative developed from Air New Zealand cabin crew and
customer feedback captured during the past two years. The initiative is a
natural complement to the airline's award-winning long-haul product and
service. Concierge staff will serve as New Zealand ambassadors, as well as
experts in the regions to which they fly.