World first concierge in the sky
28 May 2008
Air New Zealand has again made aviation history with an in-flight concierge service that will revolutionise long-haul travel.
The International Airline Concierge service believed to be a first in the aviation industry launched on May 28 on an Auckland-San Francisco flight.
Air New Zealand Group General Manager International Airline Ed Sims says the airline is employing up to 90 concierge staff, who will be dedicated to making every customer journey before, during and after an Air New Zealand service a special event.
Mr Sims says he’s not aware of any other airline in the world offering such a service, which will provide Air New Zealand with a significant point of difference over its international competitors.
"International Airline Concierges will be a combination of travel advisers, disrupt managers, loyalty experts and destinational experts, focused on supporting every customer travelling with us," he says.
Their duties could include escorting passengers to and from the aircraft, recommending "must-do" Kiwi activities to tourists, assisting customers with onward bookings, supporting customers affected by a weather disruption, advising passengers on managing their Airpoints, or talking through the finer points of customers’ in-flight wine selections.
New Zealand Tourism Minister Damien O'Connor says the new service is innovative and will enhance the value of a New Zealand holiday experience for visitors and the tourism industry.
The majority of the concierge roles will be New Zealand based, although a small number of staff will operate out of the Shanghai and London crew bases.
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