AirNZ results more impressive than QF's

[dajop]

Yeah a 772 refit to go 10 abreast and squeeze more people in isn't it?

That's investing in the customer experience. Investing in deterioration of the customer experience to match what customers are willing to pay for

 

[TomVexille]

Thats subjective

Id like to try those seats one day but they dont look that comfortable to.me

I was talking about the new product that's on the 789s and the 772s, not the spaceseat.

 

[AviationNZ]

Yeah a 772 refit to go 10 abreast and squeeze more people in isn't it?

I wasn't suggesting everything is perfect, and let's be honest, there aren't many airlines that don't currently (or won't soon) have 10 abreast in the 777's. My point was that saying they're not spending a cent on customer experience is a complete lie.

Thats subjective

Id like to try those seats one day but they dont look that comfortable to.me

Everything is subjective!!! But they have had excellent reviews since they've been in market and won numerous awards.

 

[serfty]

,,,

A $40 million refit of lounges, a $100 million refit of the 772, hundreds of millions more on the purchase of new 787-9 and ATR's, one of the (if not THE) best premium economy product globally, excellent digital innovation with their apps and check in processes....

Yeah, they aren't spending a cent on customer experience.........

Sure, but this expenditure is only happening now (the fuel prices have crashed).

Being a Gold Elite 2009-2014, I had the misfortune of seeing a huge decline in the soft product since 2011 ... in the air ... in the lounge ... in Airpoints.

FWIW, the Spaceseat was terrible in the original layout being only fit for those 170cm or less. They had to remove a row to give another 6" of legroom for each seat (that's thy the extended tray table from the seat in front is at somewhat of a strange angle to the passenger).

 

[AviationNZ]

Sure, but this expenditure is only happening now (the fuel prices have crashed).

Being a Gold Elite 2009-2014, I had the misfortune of seeing a huge decline in the soft product since 2011 ... in the air ... in the lounge ... in Airpoints.

FWIW, the Spaceseat was terrible in the original layout being only fit for those 170cm or less. They had to remove a row to give another 6" of legroom for each seat (that's thy the extended tray table from the seat in front is at somewhat of a strange angle to the passenger).

And it's only happening when there is suitable profit in the business. As with any company, you can't put money back into the business unless it makes financial sense. Look at QF and the order of new aircraft (namely the 787), this waited until they were in a position to do it. NZ are in the position to invest in the lounges, refurbishments, etc so that's what they are doing.

I think many would agree that Airports isn't the FF program of choice, but that doesn't mean "they certainly aren't investing a cent into the customer experience". It means they need to evaluate it and find out what needs improvement. I'd argue that innovations like their app is probably one of the best airline apps globally.

And yes, the adjustments to the Spaceseat were done once the issue was identified.

 

[Altair]

Yes NZ is investing in the customer experience, good in refurbishing the lounges (not all mind you) and increasing the app and check in experience.
Regarding the 777-200ER refurbishments, well BP will be slightly narrower I am told (they are noticeably narrower on the 787 compared to the 777-300ER), PE is good going from a why bother 9 across to 8 across but interestingly instead of using the "award winning Spaceseat" they are using a customised but still based on a generic seat for this PE refurbishment.
Going to a 10 across of course is not a benefit for customer comfort but the installation of the Skycouch definitely is. IMO the Skycouch is the only thing that wold see me flying NZ in Economy, when I am travelling with my family, but of course it means there will be an empty seats between the soon to be 4 Altair family so not really a 10 across for us.
Anyway good on NZ they continue to make the best of the environment they operate in but I do wonder how they would cope in a more competitive environment.