I like ANZ and have used them a lot over the last 30 years, and I will use them again. IMHO they could teach QF, BA etc (but not EK) a thing or two about Y travel. This is their reply to two points raised after a recent 12 hours in the most uncomfortable seat I have ever sat in - with a huge unadjustable lumbar support.
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Dear Mr [
& Mrs Hobo],
Thank you for your message regarding your recent travel experience with us in our economy cabin [
NRT-AKL late January 2013].
I regret to read you found the seat design to be uncomfortable. I do apologise on behalf of Air New Zealand for any inconvenience this may have caused. I appreciate how important seat comfort can be toward the overall travel experience.
While I note your preferences are more toward ... 747 aircraft, [
because they have the older seat design] unfortunately in the near future, these aircraft are going to be replaced by the 777 series [
if this is "unfortunately" it begs the question why it is being done?]. I have however forwarded your comments on to our Inflight Design Team for their further consideration going forward.
I regret to read you noted our Hobbit themed safety video frightened two children in your area. This was certainly not our intention. In fact we have created such videos to encourage more engagement from our passengers onboard. I have however forwarded your comments on to our Marketing Team responsible for the creation of these videos.
Mr [
& Mrs Hobo], thank you again for bringing these matters to our attention. It is only with such feedback that we are able to make improvements in specific areas of our operation. We do look forward to welcoming you both back onboard our services again soon.
Yours sincerely
Bevin Tuiloma
Customer Support Specialist
Ph: +64 9 366 2929
Fx: +64 9 256 3531
Email:
[email protected]
Air New Zealand
Private Bag 92007
Auckland 1142
New Zealand