Wednesday, June 10, 2009

"Mana Ada Sense" - Part 3

After blogging our eventful trip to Auckland a week ago, I received a super fast reply from Sky City; I am very impressed with their response!

Today I got a response from Air New Zealand, here it is in full:

Good Morning Mr Leow,

Thank you for your email received.
It was very concerning to read of your experience onboard during your flight to Wellington.

To read of your wife falling sick during turbulence is a discomforting experience in itself. I appreciate the disappointment you felt with the performance of our crew at this time. I apologise the action to rectify your situation at the time was not sorted in a hasty way. 

A rubbish bag would have been the convenient thing to bring to you for the sick bag, and some cloths to help clean up and for your wife as well. It clearly seems our crew member did not utilise any common sense in this occurrence or empathy for your wife.

Please be assured Mr Leow, your comments have been forwarded to the appropriate manager of this flight to address with the team onboard this day of the impact these actions had on yourself and your wife. There is no excuse for the poor service.

Please if you allow me to suggest on further travel to ask for extra sick bags before take off, to help with your wife should she feel ill again in turbulence. And you have assurance more supplies are available, and the crew will be prepared should turbulence affect Mrs Neoh again.

We expect a high and professional service towards our valued customers. From an airline’s perspective, it was very disappointing to read of the treatment you endured.

Thank you for contacting Air New Zealand Mr Leow, we certainly appreciate your feedback on the staff’s performance this day. We take your comments very seriously and will follow through to ensure action is taken. 

We value your support of Air New Zealand and do hope we will have the opportunity to welcome you onboard again in the future, and provide a service more in line with your expectations.
Kindest regards

Rhonda King

Customer Support Specialist

Fine and dandy Rhonda but what about the leaking air sick bag?

Notice the said bag was not even mentioned? May be Air New Zealand still think their bags are foolproof?

Why, after all; Fair Go shown three "random bags" being tested by a Air New Zealand PR person and they all held up!

As far as I am concern, there is one factor the test did not take into account was the "vomit" they used was not real chuck!

Who know, may be the gastric acid in the real vomit made the bag leak? ;)

Anyway, good on you Air New Zealand for looking into my complain.

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