Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


Review findings on the management of NZ9 delays

Media release

6 August 2014

Review findings on the management of NZ9 delays

Air New Zealand has now completed its review of all aspects surrounding the delays to flight NZ9 from Honolulu to Auckland last week, including the airline’s management of the event.

Chief Executive Officer Christopher Luxon personally oversaw the review which has confirmed the root cause of the disruption was an engineering issue. The review identified a series of shortcomings in the airline’s international disruption management processes, including customer communication, and has highlighted how some of our staff may have failed to meet the high standards expected of them.

“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,” says Mr Luxon.

Mr Luxon has written to NZ9 customers today outlining the outcomes of the review, which include:

• Investment in a new communication system to provide better direct contact with customers affected by significant disruptions – one option is already being trialled.

• The establishment of a team of staff with specialist skills and experience in large scale international disruption management to be dispatched to international ports at short notice to assist local teams in the event of a significant disruption.

• Enhanced training in disruption management for all international airport management teams.

• Interviews are 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.

• All Air New Zealand staff will be reminded of the company’s Code of Conduct to ensure there can be no misunderstanding of expected standards.

“Over the past week my team has spoken to every NZ9 customer for whom we have contact information and they have given us some excellent feedback that will help us improve our systems and processes. I am extremely grateful for the frank and constructive nature of the conversations we’ve had and I hope that our customers see the set of actions outlined today as an indication of how seriously we take this incident and how determined we are to learn from it,” he says.

Ends


© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

RMTU: Mediation Between Lyttelton Port And Union Fails

The Rail and Maritime Union (RMTU) has opted to continue its overtime ban indefinitely after mediation with the Lyttelton Port of Christchurch (LPC) failed to progress collective bargaining. More>>

Earlier:

Scoop Business: Spark, Voda And Telstra To Lay New Trans-Tasman Cable

Spark New Zealand and Vodafone, New Zealand’s two dominant telecommunications providers, in partnership with Australian provider Telstra, will spend US$70 million building a trans-Tasman submarine cable to bolster broadband traffic between the neighbouring countries and the rest of the world. More>>

ALSO:

Statistics: Current Account Deficit Widens

New Zealand's annual current account deficit was $6.1 billion (2.6 percent of GDP) for the year ended September 2014. This compares with a deficit of $5.8 billion (2.5 percent of GDP) for the year ended June 2014. More>>

ALSO:

Still In The Red: NZ Govt Shunts Out Surplus To 2016

The New Zealand government has pushed out its targeted return to surplus for a year as falling dairy prices and a low inflation environment has kept a lid on its rising tax take, but is still dangling a possible tax cut in 2017, the next election year and promising to try and achieve the surplus pledge on which it campaigned for election in September. More>>

ALSO:

Job Insecurity: Time For Jobs That Count In The Meat Industry

“Meat Workers face it all”, says Graham Cooke, Meat Workers Union National Secretary. “Seasonal work, dangerous jobs, casual and zero hours contracts, and increasing pressure on workers to join non-union individual agreements. More>>

ALSO:

Get More From Scoop

 
 
Standards New Zealand

Standards New Zealand
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news