AirNZ admits: ‘We let customers down’
Air New Zealand’s review of all aspects surrounding the delays to flight NZ9 from Honolulu to Auckland last week has concluded that some AirNZ staff "may have failed to meet the high standards expected of them".
Frustrated passengers were forced to spend up to three days in Hawaii while AirNZ sorted out a problem with its aircraft.
The 227 delayed passengers were given NZ$1000 in compensation.
The airline’s CEO Christopher Luxon oversaw the review which confirmed the root cause of the disruption was an engineering issue.
However, the review identified a series of shortcomings in the airline’s international disruption management processes, including customer communication,
"I would like to apologise again to our customers whom we let down in Honolulu. This disruption should have been managed better on many levels and some valuable lessons have been learned across our airline," Luxon said.
He said interviews were underway with pilots and cabin crew who were in Honolulu during the disruption "to determine whether there were any breaches of the company’s Code of Conduct".
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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