July 15, 2024 • 35 mins
Cancellation rates at Air New Zealand are falling but the airline’s chief executive Greg Foran acknowledges delays for passengers are frustrating and have to be reduced.
Speaking on Kerre Woodham’s Newstalk ZB show, Foran also said he could understand the frustration at being bused to destinations when flights are cancelled, but the airline was meeting its obligations if it did get passengers to where they needed to get to within a reasonable time.
In response to a question about charging fees on debit cards, Foran said the policy wasn’t going to change as it would have to look for other ways of making up that revenue.
One caller said he had been delayed on 23 out of 24 domestic flights he’d been on this year and questioned the airline’s on-time performance.
On-time performance (OTP) is an industry-wide measurement, defined as flights that arrive at their destination within 15 minutes of scheduled arrival time.
Foran said the cancellation rate had fallen to 3.2% of all flights and punctuality was improving.
Figures released earlier this year show that in the January to March quarter, Air NZ OTP for domestic jets was 81.4%.
But the caller said: ‘‘You just don’t book a meeting around an Air New Zealand flight.’'
One recent flight was due to get him from Palmerston North to Auckland at 1pm, but a plane breakdown meant a bus trip to Wellington to catch another flight and he didn’t make it back home until 1am.
‘‘You got me home which is great – but I’ve only had one flight on time. It’s shocking,’’ the caller said.
Foran said while averages could show improvement, every single case was different and the airline was concentrating its efforts on improving punctuality. It had been hit with engine maintenance problems on its domestic jet fleet and other supply chain issues were still affecting it, he said.
‘‘It is a top priority for us to get that sorted.’'
The caller said it was especially frustrating because the cost of travel was going up – including Koru membership.
‘‘We’re paying an extra $200 for that and you can’t get us there on time,’’ the caller said.
Foran said there would be other cases where people’s experience of punctuality had been good.
‘’Our objective is you got to leave on time, you got to arrive on time. We’ve got to make sure we don’t lose anything in between. There will be cases where we can’t and you accept that and I accept that but overall it’s got to improve.”
In response to another caller who had paid hundreds of dollars for a flight only to have it cancelled and taken by bus to his destination; Foran said: ‘‘obviously, it is not our preference - we’d much rather that we got you there by plane, (but) we’re fulfilling our obligations of getting you there.’'
Not everyone would have been paying hundreds of dollars, ‘‘quite a few’' would have paid $80.
‘‘There are times that these things happen and they are beyond our control, but most times we do get people to where they need to get to.’'
On charging for debit cards, Foran said the airline incurred some administrative costs.
’’We’ve got a charging structure and that’s how it operates.’'
Foran also reassured listeners with power wheelchairs (which can weigh around 140kg) that it wasn’t the airline’s policy to charge for them and it would look at ways of making international check-in smoother for those who need them.
Grant Bradley has been working at the Herald since 1993. He is the Business Herald’s deputy editor and covers aviation and tourism. <
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:06):
You're listening to the Kerry Wood of Morning's podcast from
News Talks.
Speaker 2 (00:10):
He'd be carry would I'm with you through untill midday
and for this from ten to eleven, I'm joined by
Air New Zealand CEO Greek four and a very good
morning to.
Speaker 3 (00:20):
You, Mariana.
Speaker 4 (00:21):
Carry.
Speaker 3 (00:22):
Great to be here.
Speaker 2 (00:23):
No, we're in the big studio. It's a bit exciting,
isn't it.
Speaker 3 (00:25):
It is. I've been in this one but not with
you before.
Speaker 2 (00:28):
No, that's right. Normally it's with the Big Cheese. But
there's a lot of interest in this because I think
people feel really parochial about Air New Zealand, don't they,
which is good and bad.
Speaker 3 (00:39):
Yeah, it's something I felt certainly since I've been in
the job, and I think it is a very good thing.
You know, when I'm out and about the network, it's
not uncommon for people to give me a bit of
a nudge and say you look after our airline, make
sure you do it well and we know that, you know,
sort of as the airline goes, the country goes, and
vice versa.
Speaker 2 (01:00):
What's with the delays. I don't know one person who's
been playing regularly around the country and with schooldays. Of course,
who hasn't been delayed fog? You understand fog we've got
today has would have Yeah, the logistics people must wake
up in the morning and think no when they see
the fog. But what about the other delays? What's causing that?
Speaker 3 (01:22):
Yeah? Look, unfortunately you do get times when you get
delays in this business. But i'd have to tell you
that the delays are improving. And you know, I could
tell you the statistics and I will very quickly. You know,
about three point six percent of our flights were canceled
the year before last. This year that's come down to
three point two. It's an average. And sometimes you can
(01:44):
travel and get none, and sometimes you can travel and
you can get two or three in a row. Generally,
there's a few things that cause them carry. You know,
that can be as you've already mentioned, whether we can
see fog today, It can be thunderstorms. It can also
be issues with getting parts of planes, getting engineers to
the right location to be able to get that part installed.
Sometimes it can be you know, we get held up
(02:06):
in another port by a ground handler who isn't doing
what we need them to do. So it's a combination
of things, and each each delay often has its own story,
and our job is to make sure we can run
this thing as close as we can to a Swiss watch,
because I know the most important thing is we leave
on time, we arrive on time, and we don't lose
(02:28):
anything in between.
Speaker 2 (02:30):
So you can't really mitigate then if each each delay
has a has an individual story, you can't mitigate those.
Speaker 3 (02:37):
Well, what you do is that you you know, let's
say that there are a hundred things, you try and
do each one better, so you do a better job
of making sure that you've got the right parts and
the right locations. You've got the right engineers with the
right qualifications and the right location. Not much we can
do about the weather. If we're not getting good performance
out of a grand handler, then we'll go and make
(02:59):
those sort of changes.
Speaker 4 (03:01):
You know.
Speaker 3 (03:01):
I spend quite a bit of time out on the
front line myself. I will often get out there in
the weeks kens and work with the team to understand
and get into the details of each specific situation and
then break it down. And as I said, I have
a bit of a saying, as there's one hundred things,
work out how to do each one one percent better
and over time you improve.
Speaker 2 (03:23):
It was interesting seeing the flight diverted to pick up
the stranded Prime Minister and delegation. I've been in it
a million years ago, but when Dunedin was going to
have the first Ledisloe, it was having the first rugby Test,
and we're on a big flight from Auckland, mostly full
of breweries people and guests. There were three going to
christ Church and the pilot said, came on there intercom
(03:46):
and said, we can land at christ Church, but we
might not be able to take off. Are you all
good if we just hide, basically hijack these people to
christ Church? And so we did. I've never been on
a flight before where you can just divert it. They
were very good about it, and obviously they'd talked to
these three people about it and they got tickets to
the test and got a taxi back to christ Church
(04:07):
on the Breweries. But to just divert a plane seems
quite extraordinary.
Speaker 3 (04:12):
Yeah, you don't do it every day of the week.
But you know, I think to your sort of opening
comment about, you know, our role in the country, I
think this was a case where Air New Zealand could
step up and do what was right for the total country.
You know, there's fifty odd people, lots of meetings arranged
in Japan. Sure we could have got there, but it
(04:34):
would have required longer travel, more difficult travel, a risk
that the delegation could get broken up. So you weigh
those things up and you say, if I do a
two hour divert on a plane which is going direct
to Narita, Japan, drop that into Brisbane, as I said,
a two hour change, get some catering on there, put
(04:55):
some more fuel on there, and the delegation stays intact.
We arrive in Narita two hours late. Is that a
good decision? I think it was. It worked out well.
I personally, obviously was on the flight with our chair.
I spoke to every single customer, and you know, to
be honest with you, there are only two who were upset,
(05:16):
and you know we've looked after them. And at the
end of the flight they actually saw me again as
we were going through immigration in Japan and they said,
you know, we've had to think about it, and I
think so. I think you did a good job there.
Speaker 2 (05:28):
So it was an arbitrary decision rather than a show
of hands from the passengers.
Speaker 3 (05:34):
Well, We couldn't do that. You know, I'm sitting in
Port Moresby.
Speaker 2 (05:37):
You could have radio said that, ask them.
Speaker 3 (05:40):
The time is ticking. The plane hadn't left at that
stage to begin its flight, so people went sitting at
the airport. But we advised on what we were doing
ahead of time and if anyone wanted to change they
could and to the best of my knowledge, and I.
Speaker 2 (05:54):
Wondered, okay, that's pretty cool. I mean that is where
a national carrier can do it, as opposed to say,
a commercial carrier.
Speaker 3 (06:02):
Well maybe, but you know, to be honest with you
don't necessarily make that distinction. I tend to look at
issues and say, what do I think is the right
solution taking into account all stakeholders here. You know, I
didn't sit down and have a discussion with the government
about it. That was a decision. You know. Dame Therese
(06:24):
who's our chair, she was on the delegation with me,
we had a chat about it, and you know, we
both looked at each other and said, it feels like
the right decision to do this, and it's never going
to be perfect, but I think it was better than
not proffering that as a solution and as it, you know,
as it turned out it worked that well.
Speaker 2 (06:43):
Yeah it did, Brian. You have a question for Greg.
Speaker 5 (06:47):
Jerry, I do right off?
Speaker 3 (06:51):
Good morning Greg. I can call you Greg, you can
please do.
Speaker 5 (06:56):
Changing the subject slightly a little bit, I regularly used
to fly in New Zealand back in the day as
a rob five and when I came home from Australia,
I retired and I came back to New Zealand. In
New Zealand was going to charge me eighteen hundred dollars
to bring my power cheer had. I had a manual
(07:17):
chair which which I use all the time. But they
were going to charge me eighteen hundred bucks to bring
my power chair back from Australia to New Zealand. And
I went, this is ridiculous. So the travel agent I
was dealing with said, look, give me five minutes. Rang
another airline who said, no, that's part of you. You've
got no legs, you need a wheelchair because we don't
(07:40):
charge you. And there was Indians Hillar Wooden Budge. So
you know, not the same thing of this. I haven't
planned in New Zealand since coming back to New Zealand.
Is that the policy still or is it is it's
what's the go around it? Now? You know, I'm yeah,
(08:01):
it just sort of makes you lose a little bit
of confidence. Yeah, is that the policy or is it?
Speaker 3 (08:07):
I don't let me Let me find out and we'll
get back to you. Brian, we obviously move a number
of people who require assistance and have power chairs. Off
the top of my head, I don't know what our
policy is on that, but let me check and we'll
see if we can get an answer to you before
the end of the session.
Speaker 2 (08:29):
Is a power chair going to be much heavier and bigger,
Brian than.
Speaker 5 (08:31):
A Stanard Kerry powerchair? Is what one hundred and forty
five kilos?
Speaker 6 (08:37):
Right?
Speaker 5 (08:39):
My standard chair is like about twelve Normally ninety percent
of the time that goes in the cabin because obviously
I get up to the gates and then the only
way I can get into the plane is chair and
I just bounce onder the seat. But yeah, I mean,
the manual chair is never an issue. And you know,
I've sort of flow and you know, I worked internationally
for a long long time, and you know that's not
(09:02):
the problem. The only the problem was bringing this archier
back to New Zealand, and you know, the batteries of
gel and all the rest of it, and all the
you know, the safety checks and everything were done, and
I mean the other you Eline just put it. Okay, yes,
it was an A three eighty, probably a you know,
more room in the in the in the hole, but
(09:24):
it was sort of yeah, it just sort of threw
me a bit because I mean I used to use
the New Zealand regularly, you know, when I was flicking
across the ditch and never never had any problem. It
was never an issue. And then all of a sudden,
I've bring listening home and it was like, look, hang
on a minute, and it was you know, I was, yeah,
(09:45):
it's just a little gobsmack because I had friends that
flew throughout Australian and around the world in power chairs
and never ever had an issue, and it was just
it was at that time, as I say, I'm going
back probably nine years.
Speaker 3 (09:57):
Okay, we we I do have a quick answer for you, Brian.
I've just had the team team check and it's not
our policy to charge for that. So I'm very sorry
that that happened. As you said, nine years ago, it's
not our policy. Today, the team told me they're not
sure it ever has been, but obviously you've been told
something different.
Speaker 2 (10:17):
And I have a text here saying in New Zealand
didn't charge me for flying a powerchair from in Theicargo
to Wellington for my father in law, So that sounds
like it was an operation.
Speaker 5 (10:27):
Look, that's fantastic. That solved the problem because I'm about
to sort of flick across the ditch in a couple
of other places, and I do want to wear use
air New Zealand because I think i's best. If I
had this game from I think Brisbane to Vancouver, well no,
this is walkome to Vancouver.
Speaker 2 (10:45):
Well there you go. I think you'll be able to
book with confidence now. And if you've got a powerchair,
even though it's one hundred and forty five kilos plays
twelve kilos, that's okay, that's right, excellent news talk, said B.
I've got a quickie for you, Greg. Can you please
ask him to please please please increase this And for
(11:06):
direct flights to cans we travel to see our sun
at least twice, sometimes three times a year. The flights
are all always full, the transitioning through Brisbane is a pain,
and increase in direct flights are there gods end please.
Speaker 3 (11:18):
Yeah, certainly, certainly we'll put it. We'll put it on
the list. No, not a yes. At this stage, you know,
we're still dealing with an ecosystem in airlines which is
pretty challenged out there. You know, we've got five of
our air buses sitting on the ground at the moment
without engines. We've got two of our Dreamliners sitting on
the ground without engines. So we've got to work through this.
(11:39):
It's just what's happening in airlines around the world at
the moment. The ecosystem and totality is still trying to.
Speaker 2 (11:47):
Recover, and in two years of COVID, yep.
Speaker 3 (11:51):
This is a is a complex business and you know,
there are parts that are manufactured to clear specifications, there's regulations,
there's rules, and a lot of people exited during that
lengthy period of COVID, not just in New Zealand, right
around the world. And you know a lot of your
listeners yourself will be aware of some of the challenges
(12:13):
that Boeing have had. It's ongoing, and you know, it's
not just not just Boeing, it's air traffic controllers, it's
other airlines, it's Bratton Whitney, it's Rolls Royce, so we've
got a lot of balls to juggle there. I think
the team are doing a pretty good job as we
get some more fleet coming back then being able to
(12:35):
go to some new destinations. I can tell you was
absolutely on our list. But you know, just at the moment,
we're a little bit short, and that's why we've had
to go out and lease three planes at are ex
Cathay Pacific planes because I just can't get my hands
on the fleet that we were expected to have just
at this point.
Speaker 2 (12:53):
Okay, Kevin, very good morning to you.
Speaker 4 (12:58):
Morning. Just a quick one. My wife just booked their
tickets to Yusbon over a thousand dollars and she didn't
pay by f POS, which doesn't incur a payment fee.
She did not pay by credit card, which we know
incures a payment free. She paid by debit card, which
(13:18):
is a preloaded card which gives the receiver instant cash.
And yet here in New Zealand still charges a free
for using that. A debit chart is virtually like an
f post chart. So why does the New Zealand charge that?
Speaker 3 (13:37):
Well, it's just part of our charging straight structure. And
you know we're not a business that actually is rolling
in cash and makes you know, a heck of a
lot of money and a great return on investment. And
just the same way that you know, if people are
over their baggage or you know, moving a pet or whatever,
(13:59):
we've got a charging structure and that's how it operates.
Speaker 2 (14:02):
So I kind of get where Kevin's coming from. With
a debit card, it's a medically there like it's guaranteed,
the money is there and you've got it. You don't
have to wait. There's no charges.
Speaker 3 (14:12):
Yeah, there's well, there's always some administration costs that we
need to incur. And if you don't make some money
there carry, where are you going to make it up?
And you know, as Kevin said, you know he's paid
a lot for fares. I suspect, when is your wife traveling?
Kevin Friday, Right, So you've booked quite late, and we
(14:34):
often say if you book a bit earlier, then you're
going to get lower prices. So you know, this is
this is this is a difficult industry.
Speaker 4 (14:43):
That does not alter the fees you charge on a
debit card. That's a load of boulder dash because you
do not charge fees on f boss but you do
on a debit card, which is the same amount of work.
If postcard and a debit card, same amount of work
for you people, you cannot justify charging a fee on that.
(15:05):
I understand and fully with a credit chart, but not
a debit chart.
Speaker 3 (15:09):
Well, the way it works is that we look at
it as a total ecosystem. We don't break each component down.
You know, if we wanted to do that, you may
well pay more for excess baggage. So you know, that's
our charging structure, and that's the way it operates. It
doesn't mean at times that it won't change, and recently
we've had to make some changes, but you know that's
the way that it operates.
Speaker 2 (15:31):
News Talk, said bee Man. You want to talk to Greg.
The lines are chocker. The text are coming in faster
than I can keep up with them. I'll try and
rattle through them a bit more. David, good morning to you.
Speaker 6 (15:42):
You're good morning, Greg.
Speaker 4 (15:43):
Hi David.
Speaker 6 (15:45):
Like I've got two domestic flights and you get talk
and both being canceled when you get there, up and
you get put on a bus. But we pay for
a flight and you put us on a bus, but
we never get any compensation. For that, it's like we
lose three out of that time or four to get home.
If you don't give anything, it's just that's.
Speaker 4 (16:03):
What it is.
Speaker 6 (16:03):
If you don't take the bus, then you walk. I'm
going my home.
Speaker 3 (16:07):
Well, what we endeavor to do is to get you
to your location, and by getting you on the bus,
which obviously is not our preference, we're much rather that
we got you there by a plane. We're fulfilling our
obligations of getting you there. So I understand your question.
But sort of the rules of carriage is did we
get you to your location and acceptable time? And we did,
(16:30):
And that's how that.
Speaker 2 (16:31):
Operates vastly different rightly, old bus, Well, it is.
Speaker 6 (16:38):
You paid three hundred bucks for a flight, or four
hundred bucks or even six hundred dollars to fly, and
then you put off on a bus eighty bucks and go, ah,
that's like stealing money as far as I see it.
Speaker 3 (16:47):
Well, so not everyone's paid three hundred dollars to get
on the flight. I would say there's quite a few
people that probably only played eighty dollars. But you know,
unfortunately sometimes.
Speaker 6 (16:57):
Really in New Zealand, that you can get a bus
a flight for eighty bucks.
Speaker 3 (17:01):
I would say to you that there are times that
these things happen and they are beyond our control, But
most times we do get people to where they need
to get to. I do appreciate some people can get
some late flights, but you know about eighty percent of
the time our planes leave and arrive exactly when they should.
Speaker 2 (17:20):
All right, Yeah, I kind of agree about the bus.
The bus is vastly different to a plane. But if
the rules are the rules traveling with pets, Mandy wants
to be able to travel with her small dog, would
a petition help to get that correct along the way?
We can do overseas well.
Speaker 3 (17:35):
Not all airlines do it overseas, some do, and some
are considering it. Look, it's on a list of things
that we consider. We don't plan to do it at
this stage, but that doesn't mean that we wouldn't change
at some point in the future. Some people will have
some issues with having some animals on board, I would imagine,
So at this stage we don't plan to do anything
(17:57):
in the immediate future, but that doesn't mean we wouldn't.
You know, consider that at some point.
Speaker 2 (18:01):
Some people would probably start a petition for no children
on flights. So at the moment you're going to have children,
but no animals just yet. You can create them, can't you.
You can, but not bring them on board, Okay. And
somebody else saying that they are an Air New Zealand Elite, Oh,
don't even start me on that. It's still very, very painful.
(18:26):
And they have heard that a frequent flyer is going
to override the elite fly status, will override the elite status?
Speaker 3 (18:36):
Well, not sure, but you know, one of the things
we have been working on is putting in a new
back end system for our airpoints. Sometime in August, we
intend to have that switched on and that's going to
give us an ability to do some extra things with
our airpoints program, and in due course will let everyone
(18:57):
know what that is. But that will be, you know,
a really good change for us. We've had the current
system in place actually since the late eighties, early ninety
so it's long overdue to be updated.
Speaker 2 (19:10):
Absolutely. We'll ask about the safety of Boeing too. I've
had a couple of texts around those news, said Greg
four and CEO of their New Zealand is in studio.
Michelle says, I don't have a question I have a
huge thank you to your staff after a medical emergency
from Queenstown to Auckland. The pilot sped up the plane
and got priority landing. Every single staff member was making
sure I was okay. With much gratitude, Michelle.
Speaker 3 (19:33):
Thank you. Thanks Michelle. I hope you're doing okay.
Speaker 2 (19:36):
Denise, good morning.
Speaker 7 (19:38):
Hi.
Speaker 3 (19:39):
I agree, Hi, Denise.
Speaker 8 (19:41):
I've got muscular dystrophe and i use a power wheelchair
and I'd like to suggest that a New Zealand improve
their check and processes for people traveling with power wheelchairs.
I've just returned last week. I have had five weeks
over in the UK and Singapore, and at every step
(20:02):
of the way, the chicken process was very low and laborious,
repeatedly asking me all this information that I've already supplied
to the airline, both to Air New Zealand and Singapore
Airlines before I left. And these are questions around the wait,
the battery, the dimensions, the voltage. And at the worst
(20:25):
point was at Changi Airport. We were in transit from
London to Auckland. We had missed our flights because we
were late arriving into Singapore and we missed our flight
to Auckland. We were technically still in transit had done
the whole thirty to forty five minute check in process
about the wheelchair in London, and then after a sixteen
(20:48):
our flight was forced to go to the checking counter
again at changing airport and rechecking the wheelchairs. And I
don't understand why, if I've supplied that information once, why
can't it be attached to my record, my frequent fly
record or whatever. Every time we turn up, people look
(21:08):
at us blankly about the wheelchair and start the process again.
And it happens also domestically because I travel domestically for work.
I go up and under Wellington all the time, and
every time I turn up they ask me all those
same questions.
Speaker 2 (21:22):
Okay, we'll see if we can find out why is that?
Speaker 3 (21:25):
Yeah, I don't know. I it's the top of my head,
but it will get into that. And I think it's
a really valid point that you've raised, and let us
take that away and see if we can actually solve that,
not just for you, but anyone else who's having to
move with a power wheelchair or any other device like that.
That would be a great point.
Speaker 2 (21:43):
Yeah, having to double check in all the time Matt's morning.
Speaker 9 (21:48):
Hey, good morning, Kerry and Greg. Thank for giving me
five minutes. I really appreciate it. I'm a high user
of your domestic fleet.
Speaker 5 (21:56):
Greg.
Speaker 9 (21:57):
Yeah, your step before was quite interesting. Can I just
confirm did you say three point two percent of your
flights were.
Speaker 3 (22:03):
Delayed canceled or with that canceled cancel.
Speaker 9 (22:06):
Right, because I've had over twenty four flights this year
and I've had one on time. You just don't book
a meeting around an innu zillin flight.
Speaker 3 (22:16):
I'm sorry night.
Speaker 9 (22:17):
Yeah, that's Friday night in Palmerston, North. I mean it
was a really good example. You had a plane problem
and that was fine. I don't have an issue with that.
But I was due to land back in Auckland at
one o'clock in the afternoon. By the time you bust
meet a Wellington, not you, and I understand this isn't you.
It was one am before I walked in the front
door at home. Now you got me home, which is great,
(22:39):
but I haven't had a flight on time, well sorry,
one one flight on time. It's shocking.
Speaker 3 (22:45):
Yeah, I'm sorry to hear that. And you're, obviously, as
you said, a very heavy user and you've had more
than your fair share of them, and averages can be misleading,
and I'm first to accept that, and someone like you,
as I already just mentioned, had more than your fair share.
It is a top priority. It is a top priority
for us to get that sorted.
Speaker 9 (23:07):
The frustrating part is you put your fees up consistently,
so the fees for KRAL has gone up this year,
so we're paying an extra couple hundred dollars for that,
and we just can't get there on time. I'd love
it if you can fix it. I want to fly
with you. You know. It's just yeah, that statistic was
quite interesting. I think it was quite quite bent.
Speaker 3 (23:26):
Well, it's not bent, it's it's actually right. As I said,
averages can be misleading because as you've said, your situation
is what it is, and I'm not going to dispute that.
And there will be a lot of other people out
there who will say, well, actually might have all been
pretty good. So at the end of the day, yours
is unacceptable. I accept that. And as I've already said
(23:48):
on the show, our objective is you've got to leave
on time, you've got to arrive on time. We've got
to make sure we don't lose anything in between. There
will be there will be cases where we can't and
you accept that and I accept that. But overall it's
got to improve and I accept that.
Speaker 4 (24:05):
Yeah.
Speaker 9 (24:05):
Well, I will say something, mate, Your grand team are amazing.
There's one particular lady in Palmit to the North that
is just incredible and an absolute credit to your organization.
But it just gets frustrating when you can't get there
on time.
Speaker 3 (24:18):
Yeah, I appreciate that. I'm sorry about that.
Speaker 2 (24:21):
Thank you, Thanks Matt, Hi, Kerry and Greg. I was
a Gold Elite member for twenty two years. Due to retirement,
I have now been downgraded to Gold, reinforced by a
letter to state I've failed to comply with Gold Elite requirements.
Seems a bit tough after being so loyal for such
a long time. Compared to other airlines like Quantus and
(24:42):
Singapore that do so after much short periods, I'm less
likely to select their New Zealand going forward. You create
a monster when you put us in clubs. When we
lose membership of that club, it hurts. The pain is real.
I feel Greg's pain. All of us are who are you?
If you're not elite? Who are you? How do you
value yourself if you're not gold elite anymore? What do
(25:05):
you have to to do?
Speaker 3 (25:08):
It's a it's an interesting topic Kerry and club and terrible. Yeah.
The issue, of course is that if everyone goes up
and no one comes down, you can imagine how large
the facilities have to be to accommodate everyone. So you know,
a loyalty program tends to operate as you would expect that.
You know, the more you the more you earn, the
(25:31):
more you burn, the bigger the privileges. And when you
don't spend as.
Speaker 2 (25:36):
Much, then you're just discarded.
Speaker 3 (25:38):
Well you're not discarded still, look.
Speaker 2 (25:40):
After you, utterly discarded, irrelevant, washed up has been Greg,
I feel your pain.
Speaker 3 (25:46):
We look after you. Well, Carrie, you still me.
Speaker 2 (25:50):
I don't wherever I set, I do. And actually, when
you were saying about Matt, I haven't been delayed like
everyone in Timidu was stunned that A I got a
no time and B I left on time because people
in Timadow are used to making plan B and C.
But no, I mean that's how those average work.
Speaker 3 (26:06):
And Timaru is a good example. So I think we
did do two flights a day into Timaru so if
you cancel one, you've now got a fifty percent cancelation rate.
If you're doing twenty four flights to tarong Are every
day and you cancel one, then it's a completely different
mass equation. So, as I said, averages can be a
bit misleading, but it is what it is, and I
(26:29):
accept that. You know, when you buy a ticket with US,
you expect to leave on time and arrive on time.
Speaker 2 (26:34):
News Talk zidby Ian A very good morning to you.
Speaker 7 (26:38):
Good morning and hi Greg. My question is does your
airline have an intention to install a minimum dress code
so people don't have to sit beside a guy in
a singlet for ten hours or in bear feet for
ten hours. I think that there should be at least
(27:00):
a minimum standard of dress for airline flights.
Speaker 2 (27:04):
Bear feet in the toilets, oh I mean, I know
they're very good about looking after them, but oh yeah, well.
Speaker 7 (27:12):
What what about a guy and a single, great big
guy and a sing that here he arem pitch, let's
go the whole hole and you've got to sit beside
that for twelve hours?
Speaker 2 (27:21):
Well that's not nice.
Speaker 3 (27:23):
Yeah, Look, we do want our passengers to be comfortable,
but we also do expect them to wear appropriate attire,
and I think our crew do a terrific job, to
be honest, at trying to manage that. You can imagine
that it's not as simple. At times people will get
on the plane and then start taking various pieces of
(27:44):
clothing off. I've seen that myself, but you know, we
do request our passengers to be attired appropriately and obviously
to behave appropriately. So I'm sorry that you had to
experience that. But once again, generally, I think our crew
do a terrific job at managing that.
Speaker 2 (28:01):
What can they do? Can they ask them to put
on a T shirt so that they will at time
aren't flapping in your face.
Speaker 3 (28:07):
They do at times ask people to wear something appropriate,
and I'd have to say the majority of people do
and will comply if we ask, but every now and
then sometimes it can be a little bit difficult.
Speaker 2 (28:19):
I had a whole little flying outfit, one little rack
for flying clothes which cover me completely. You won't see
any arm But here there, Andy, you've got a question.
Speaker 10 (28:31):
Yeah, I agree, Hi, I understand that the new awards
is Kitan number one, Singapore number two. Once upon a time,
Any Zealand was number one. What's it going to take
for you, Greg to get any Zealand back up to
number one in the world.
Speaker 3 (28:46):
Again, are these the Skytrak's awards or something else.
Speaker 2 (28:51):
There's an airline Excellence where you went down, because.
Speaker 3 (28:54):
There's quite a few.
Speaker 10 (28:55):
But anyway, I think you were below feed to the
airlines at one point. But the question is pretty simple
about yeah.
Speaker 3 (29:02):
Yeah, Look, I would say to you that based on
what I am seeing out around the place and when
I look at various other airlines, I think the thing
that's missing most on our airline at the moment is
what we call the hard product in other words, seats.
So the product on our plane hasn't really been changed
(29:26):
for now about twenty years, and particularly at the front
of the plane and also premium economy. I'm pleased to
tell you that we are but months away from getting
the first of what we call our retrofits done, so
that's taking a Dreamliner and putting the new product on it.
We hope to have a plane up in Singapore to
(29:48):
begin that retrofit commencing the twelfth of September and get
it back just before Christmas, and then progressively that gets
rolled out over the international fleet over the proceeding two
to three years, and then at the same time we're
waiting for some new planes from Boeing. So I would
say to you what I would say the soft products,
(30:08):
so the service that we provide on board, you know,
changes that we've made in terms of entertainment, the food,
the wine. I think that's as good as I experience anywhere,
in fact, in many cases better. But that hard product
needs changing and we've been diligently working on that, and
we are but months away from getting the first of
that rolled out.
Speaker 2 (30:28):
And you're happy with the safety standards around Boeing. There's
been a few concerning international stories. Yeah, look, Combosit planes
been put together.
Speaker 3 (30:40):
Well, those planes, I'm very comfortable with those. You know,
the Dreamline has been around for a number of years
and that's all all fine. And you know, we've been
running those since about twenty fourteen. We've just had our
tenth anniversary. Boeing itself is a business that is going
through a lot of change. They're changing out their chief executive,
(31:03):
changing out a number of other key roles in the business,
and you know, they're under a lot of scrutiny from
the FAA and various other bodies. They'll get themselves sorted out.
I would say to you, it's still got a while
to go, but they're well aware of what they've got
to do, and I feel very comfortable about the direction
that they're heading.
Speaker 2 (31:24):
It's been told I have to have a break, but
I'm singing if I can squeeze in a quickie. Can
you ask about pilot training and recruitment. Did you get
all your pilots back?
Speaker 6 (31:32):
Yeah?
Speaker 3 (31:32):
We did any more? Yeah, so you know, you're always
going to have pilots retiring. There are some pilots who,
for various reasons will head overseas and fly with other airlines.
So we need about one hundred and twenty one hundred
and thirty a year and most yeah, and most of
those come from what we call flight training schools from
(31:53):
around the country. So we have a close relationship with those,
you know, whether they're in you know, in Massy or
christ Church or you know Ard more So we take
a lot of pilots from there. We had an opportunity
to put in a cadet ship, so we've taken thirty.
We're going through that process. At the moment, I would say, Kerry,
we had over two thousand applicants. Wow, so that's not
(32:17):
something that will necessarily be ongoing. That's something that we're
investing quite a bit of money ourselves. And so it's
a good deal for people, a good opportunity for those
who otherwise wouldn't necessarily have a chance to become a
pilot at the nest. To correct, we're picking up a
fair amount of the fees. And these folks are heading
(32:37):
over to America. They'll be done and I think about
six batches of five at a time. They'll be trained
over there. They'll finish their training and then come back
and start flying for us in the due course.
Speaker 2 (32:50):
So young men and women that would find the cost
of training prohibitive often can apply, and.
Speaker 3 (32:56):
They have and that applications they are now closed, and
over two thousand did apply.
Speaker 2 (33:02):
And so you're not sure if it's coming back next year.
Speaker 3 (33:04):
It's something we'll look out, but no commitment at the stage.
Speaker 2 (33:07):
All right, thank you very much. Here we go. We've
only got two minutes. Oh my goodness. And there's so
many questions and so many texts and so many comments.
Somebody else about the safety videos. If you're that hard
up that you're charging people for the debit cards. Why
do you pay a lot of money for famous people
to be in the safety video? Somebody else's wins the
next one. Give us a break.
Speaker 3 (33:23):
Yeah, we actually have one in the pipeline at the moment.
It'll still be a few months away before we see it.
But you know, it's part of who we are and
what we stand for. And i'd say that, you know,
we have a good history of doing some pretty good
ones and ones that get spoken about. As I said,
part of the brand, and one in the pipeline. So
(33:44):
keep watching you.
Speaker 2 (33:46):
You have me doing the micaus. Richard Simmons was in
one of yours, wasn't it? He was?
Speaker 3 (33:50):
And I saw that unfortunately passed away, and so the
team put out a bit of a thank you and
a post to him on social media over the weekend.
Speaker 2 (33:58):
Do you support the Warriors over the Titans?
Speaker 3 (34:02):
I support the Titans over the Warriors.
Speaker 2 (34:05):
Oh, break news, Okay, we should get that in for
the sports news. I spent two hours twenty five trying
to on the phone to Ear New Zealand trying to
book flights to Europe.
Speaker 3 (34:16):
I'm sorry sorry to hear that. You know, Look, I
would say to you that generally the core Senda carry
is going really really well.
Speaker 2 (34:24):
I think one of the times we spoke was just
after COVID. It was a night mare trying to get
everybody their refunds aren't there.
Speaker 3 (34:30):
Yeah, hard, and you know, but all those things now
have been been pretty much resolved.
Speaker 4 (34:36):
You know.
Speaker 3 (34:36):
The Once again, average averages can be misleading. The average
wait time last week was sixty two seconds. So really yeah,
so it doesn't mean that there aren't times when it
will blow out. That time sounds pretty exceptional, but I
apologize if that was the case.
Speaker 2 (34:53):
Once again, I'm stunned. You're so popular, right, many well
popular many many people want to talk to you. Thank
you very much for your time. CEO Greg Forum from
me in New Zealand. This is his choice to see
us out through to the new live in it's New
York state of mind.
Speaker 1 (35:08):
For more from Kerrywood and Mornings, listen live to News
Talks at b from nine am weekdays, or follow the
podcast on iHeartRadio.
You're listening to the Kerry Wood of Morning's podcast from
News Talks.
Speaker 2 (00:10):
He'd be carry would I'm with you through untill midday
and for this from ten to eleven, I'm joined by
Air New Zealand CEO Greek four and a very good
morning to.
Speaker 3 (00:20):
You, Mariana.
Speaker 4 (00:21):
Carry.
Speaker 3 (00:22):
Great to be here.
Speaker 2 (00:23):
No, we're in the big studio. It's a bit exciting,
isn't it.
Speaker 3 (00:25):
It is. I've been in this one but not with
you before.
Speaker 2 (00:28):
No, that's right. Normally it's with the Big Cheese. But
there's a lot of interest in this because I think
people feel really parochial about Air New Zealand, don't they,
which is good and bad.
Speaker 3 (00:39):
Yeah, it's something I felt certainly since I've been in
the job, and I think it is a very good thing.
You know, when I'm out and about the network, it's
not uncommon for people to give me a bit of
a nudge and say you look after our airline, make
sure you do it well and we know that, you know,
sort of as the airline goes, the country goes, and
vice versa.
Speaker 2 (01:00):
What's with the delays. I don't know one person who's
been playing regularly around the country and with schooldays. Of course,
who hasn't been delayed fog? You understand fog we've got
today has would have Yeah, the logistics people must wake
up in the morning and think no when they see
the fog. But what about the other delays? What's causing that?
Speaker 3 (01:22):
Yeah? Look, unfortunately you do get times when you get
delays in this business. But i'd have to tell you
that the delays are improving. And you know, I could
tell you the statistics and I will very quickly. You know,
about three point six percent of our flights were canceled
the year before last. This year that's come down to
three point two. It's an average. And sometimes you can
(01:44):
travel and get none, and sometimes you can travel and
you can get two or three in a row. Generally,
there's a few things that cause them carry. You know,
that can be as you've already mentioned, whether we can
see fog today, It can be thunderstorms. It can also
be issues with getting parts of planes, getting engineers to
the right location to be able to get that part installed.
Sometimes it can be you know, we get held up
(02:06):
in another port by a ground handler who isn't doing
what we need them to do. So it's a combination
of things, and each each delay often has its own story,
and our job is to make sure we can run
this thing as close as we can to a Swiss watch,
because I know the most important thing is we leave
on time, we arrive on time, and we don't lose
(02:28):
anything in between.
Speaker 2 (02:30):
So you can't really mitigate then if each each delay
has a has an individual story, you can't mitigate those.
Speaker 3 (02:37):
Well, what you do is that you you know, let's
say that there are a hundred things, you try and
do each one better, so you do a better job
of making sure that you've got the right parts and
the right locations. You've got the right engineers with the
right qualifications and the right location. Not much we can
do about the weather. If we're not getting good performance
out of a grand handler, then we'll go and make
(02:59):
those sort of changes.
Speaker 4 (03:01):
You know.
Speaker 3 (03:01):
I spend quite a bit of time out on the
front line myself. I will often get out there in
the weeks kens and work with the team to understand
and get into the details of each specific situation and
then break it down. And as I said, I have
a bit of a saying, as there's one hundred things,
work out how to do each one one percent better
and over time you improve.
Speaker 2 (03:23):
It was interesting seeing the flight diverted to pick up
the stranded Prime Minister and delegation. I've been in it
a million years ago, but when Dunedin was going to
have the first Ledisloe, it was having the first rugby Test,
and we're on a big flight from Auckland, mostly full
of breweries people and guests. There were three going to
christ Church and the pilot said, came on there intercom
(03:46):
and said, we can land at christ Church, but we
might not be able to take off. Are you all
good if we just hide, basically hijack these people to
christ Church? And so we did. I've never been on
a flight before where you can just divert it. They
were very good about it, and obviously they'd talked to
these three people about it and they got tickets to
the test and got a taxi back to christ Church
(04:07):
on the Breweries. But to just divert a plane seems
quite extraordinary.
Speaker 3 (04:12):
Yeah, you don't do it every day of the week.
But you know, I think to your sort of opening
comment about, you know, our role in the country, I
think this was a case where Air New Zealand could
step up and do what was right for the total country.
You know, there's fifty odd people, lots of meetings arranged
in Japan. Sure we could have got there, but it
(04:34):
would have required longer travel, more difficult travel, a risk
that the delegation could get broken up. So you weigh
those things up and you say, if I do a
two hour divert on a plane which is going direct
to Narita, Japan, drop that into Brisbane, as I said,
a two hour change, get some catering on there, put
(04:55):
some more fuel on there, and the delegation stays intact.
We arrive in Narita two hours late. Is that a
good decision? I think it was. It worked out well.
I personally, obviously was on the flight with our chair.
I spoke to every single customer, and you know, to
be honest with you, there are only two who were upset,
(05:16):
and you know we've looked after them. And at the
end of the flight they actually saw me again as
we were going through immigration in Japan and they said,
you know, we've had to think about it, and I
think so. I think you did a good job there.
Speaker 2 (05:28):
So it was an arbitrary decision rather than a show
of hands from the passengers.
Speaker 3 (05:34):
Well, We couldn't do that. You know, I'm sitting in
Port Moresby.
Speaker 2 (05:37):
You could have radio said that, ask them.
Speaker 3 (05:40):
The time is ticking. The plane hadn't left at that
stage to begin its flight, so people went sitting at
the airport. But we advised on what we were doing
ahead of time and if anyone wanted to change they
could and to the best of my knowledge, and I.
Speaker 2 (05:54):
Wondered, okay, that's pretty cool. I mean that is where
a national carrier can do it, as opposed to say,
a commercial carrier.
Speaker 3 (06:02):
Well maybe, but you know, to be honest with you
don't necessarily make that distinction. I tend to look at
issues and say, what do I think is the right
solution taking into account all stakeholders here. You know, I
didn't sit down and have a discussion with the government
about it. That was a decision. You know. Dame Therese
(06:24):
who's our chair, she was on the delegation with me,
we had a chat about it, and you know, we
both looked at each other and said, it feels like
the right decision to do this, and it's never going
to be perfect, but I think it was better than
not proffering that as a solution and as it, you know,
as it turned out it worked that well.
Speaker 2 (06:43):
Yeah it did, Brian. You have a question for Greg.
Speaker 5 (06:47):
Jerry, I do right off?
Speaker 3 (06:51):
Good morning Greg. I can call you Greg, you can
please do.
Speaker 5 (06:56):
Changing the subject slightly a little bit, I regularly used
to fly in New Zealand back in the day as
a rob five and when I came home from Australia,
I retired and I came back to New Zealand. In
New Zealand was going to charge me eighteen hundred dollars
to bring my power cheer had. I had a manual
(07:17):
chair which which I use all the time. But they
were going to charge me eighteen hundred bucks to bring
my power chair back from Australia to New Zealand. And
I went, this is ridiculous. So the travel agent I
was dealing with said, look, give me five minutes. Rang
another airline who said, no, that's part of you. You've
got no legs, you need a wheelchair because we don't
(07:40):
charge you. And there was Indians Hillar Wooden Budge. So
you know, not the same thing of this. I haven't
planned in New Zealand since coming back to New Zealand.
Is that the policy still or is it is it's
what's the go around it? Now? You know, I'm yeah,
(08:01):
it just sort of makes you lose a little bit
of confidence. Yeah, is that the policy or is it?
Speaker 3 (08:07):
I don't let me Let me find out and we'll
get back to you. Brian, we obviously move a number
of people who require assistance and have power chairs. Off
the top of my head, I don't know what our
policy is on that, but let me check and we'll
see if we can get an answer to you before
the end of the session.
Speaker 2 (08:29):
Is a power chair going to be much heavier and bigger,
Brian than.
Speaker 5 (08:31):
A Stanard Kerry powerchair? Is what one hundred and forty
five kilos?
Speaker 6 (08:37):
Right?
Speaker 5 (08:39):
My standard chair is like about twelve Normally ninety percent
of the time that goes in the cabin because obviously
I get up to the gates and then the only
way I can get into the plane is chair and
I just bounce onder the seat. But yeah, I mean,
the manual chair is never an issue. And you know,
I've sort of flow and you know, I worked internationally
for a long long time, and you know that's not
(09:02):
the problem. The only the problem was bringing this archier
back to New Zealand, and you know, the batteries of
gel and all the rest of it, and all the
you know, the safety checks and everything were done, and
I mean the other you Eline just put it. Okay, yes,
it was an A three eighty, probably a you know,
more room in the in the in the hole, but
(09:24):
it was sort of yeah, it just sort of threw
me a bit because I mean I used to use
the New Zealand regularly, you know, when I was flicking
across the ditch and never never had any problem. It
was never an issue. And then all of a sudden,
I've bring listening home and it was like, look, hang
on a minute, and it was you know, I was, yeah,
(09:45):
it's just a little gobsmack because I had friends that
flew throughout Australian and around the world in power chairs
and never ever had an issue, and it was just
it was at that time, as I say, I'm going
back probably nine years.
Speaker 3 (09:57):
Okay, we we I do have a quick answer for you, Brian.
I've just had the team team check and it's not
our policy to charge for that. So I'm very sorry
that that happened. As you said, nine years ago, it's
not our policy. Today, the team told me they're not
sure it ever has been, but obviously you've been told
something different.
Speaker 2 (10:17):
And I have a text here saying in New Zealand
didn't charge me for flying a powerchair from in Theicargo
to Wellington for my father in law, So that sounds
like it was an operation.
Speaker 5 (10:27):
Look, that's fantastic. That solved the problem because I'm about
to sort of flick across the ditch in a couple
of other places, and I do want to wear use
air New Zealand because I think i's best. If I
had this game from I think Brisbane to Vancouver, well no,
this is walkome to Vancouver.
Speaker 2 (10:45):
Well there you go. I think you'll be able to
book with confidence now. And if you've got a powerchair,
even though it's one hundred and forty five kilos plays
twelve kilos, that's okay, that's right, excellent news talk, said B.
I've got a quickie for you, Greg. Can you please
ask him to please please please increase this And for
(11:06):
direct flights to cans we travel to see our sun
at least twice, sometimes three times a year. The flights
are all always full, the transitioning through Brisbane is a pain,
and increase in direct flights are there gods end please.
Speaker 3 (11:18):
Yeah, certainly, certainly we'll put it. We'll put it on
the list. No, not a yes. At this stage, you know,
we're still dealing with an ecosystem in airlines which is
pretty challenged out there. You know, we've got five of
our air buses sitting on the ground at the moment
without engines. We've got two of our Dreamliners sitting on
the ground without engines. So we've got to work through this.
(11:39):
It's just what's happening in airlines around the world at
the moment. The ecosystem and totality is still trying to.
Speaker 2 (11:47):
Recover, and in two years of COVID, yep.
Speaker 3 (11:51):
This is a is a complex business and you know,
there are parts that are manufactured to clear specifications, there's regulations,
there's rules, and a lot of people exited during that
lengthy period of COVID, not just in New Zealand, right
around the world. And you know a lot of your
listeners yourself will be aware of some of the challenges
(12:13):
that Boeing have had. It's ongoing, and you know, it's
not just not just Boeing, it's air traffic controllers, it's
other airlines, it's Bratton Whitney, it's Rolls Royce, so we've
got a lot of balls to juggle there. I think
the team are doing a pretty good job as we
get some more fleet coming back then being able to
(12:35):
go to some new destinations. I can tell you was
absolutely on our list. But you know, just at the moment,
we're a little bit short, and that's why we've had
to go out and lease three planes at are ex
Cathay Pacific planes because I just can't get my hands
on the fleet that we were expected to have just
at this point.
Speaker 2 (12:53):
Okay, Kevin, very good morning to you.
Speaker 4 (12:58):
Morning. Just a quick one. My wife just booked their
tickets to Yusbon over a thousand dollars and she didn't
pay by f POS, which doesn't incur a payment fee.
She did not pay by credit card, which we know
incures a payment free. She paid by debit card, which
(13:18):
is a preloaded card which gives the receiver instant cash.
And yet here in New Zealand still charges a free
for using that. A debit chart is virtually like an
f post chart. So why does the New Zealand charge that?
Speaker 3 (13:37):
Well, it's just part of our charging straight structure. And
you know we're not a business that actually is rolling
in cash and makes you know, a heck of a
lot of money and a great return on investment. And
just the same way that you know, if people are
over their baggage or you know, moving a pet or whatever,
(13:59):
we've got a charging structure and that's how it operates.
Speaker 2 (14:02):
So I kind of get where Kevin's coming from. With
a debit card, it's a medically there like it's guaranteed,
the money is there and you've got it. You don't
have to wait. There's no charges.
Speaker 3 (14:12):
Yeah, there's well, there's always some administration costs that we
need to incur. And if you don't make some money
there carry, where are you going to make it up?
And you know, as Kevin said, you know he's paid
a lot for fares. I suspect, when is your wife traveling?
Kevin Friday, Right, So you've booked quite late, and we
(14:34):
often say if you book a bit earlier, then you're
going to get lower prices. So you know, this is
this is this is a difficult industry.
Speaker 4 (14:43):
That does not alter the fees you charge on a
debit card. That's a load of boulder dash because you
do not charge fees on f boss but you do
on a debit card, which is the same amount of work.
If postcard and a debit card, same amount of work
for you people, you cannot justify charging a fee on that.
(15:05):
I understand and fully with a credit chart, but not
a debit chart.
Speaker 3 (15:09):
Well, the way it works is that we look at
it as a total ecosystem. We don't break each component down.
You know, if we wanted to do that, you may
well pay more for excess baggage. So you know, that's
our charging structure, and that's the way it operates. It
doesn't mean at times that it won't change, and recently
we've had to make some changes, but you know that's
the way that it operates.
Speaker 2 (15:31):
News Talk, said bee Man. You want to talk to Greg.
The lines are chocker. The text are coming in faster
than I can keep up with them. I'll try and
rattle through them a bit more. David, good morning to you.
Speaker 6 (15:42):
You're good morning, Greg.
Speaker 4 (15:43):
Hi David.
Speaker 6 (15:45):
Like I've got two domestic flights and you get talk
and both being canceled when you get there, up and
you get put on a bus. But we pay for
a flight and you put us on a bus, but
we never get any compensation. For that, it's like we
lose three out of that time or four to get home.
If you don't give anything, it's just that's.
Speaker 4 (16:03):
What it is.
Speaker 6 (16:03):
If you don't take the bus, then you walk. I'm
going my home.
Speaker 3 (16:07):
Well, what we endeavor to do is to get you
to your location, and by getting you on the bus,
which obviously is not our preference, we're much rather that
we got you there by a plane. We're fulfilling our
obligations of getting you there. So I understand your question.
But sort of the rules of carriage is did we
get you to your location and acceptable time? And we did,
(16:30):
And that's how that.
Speaker 2 (16:31):
Operates vastly different rightly, old bus, Well, it is.
Speaker 6 (16:38):
You paid three hundred bucks for a flight, or four
hundred bucks or even six hundred dollars to fly, and
then you put off on a bus eighty bucks and go, ah,
that's like stealing money as far as I see it.
Speaker 3 (16:47):
Well, so not everyone's paid three hundred dollars to get
on the flight. I would say there's quite a few
people that probably only played eighty dollars. But you know,
unfortunately sometimes.
Speaker 6 (16:57):
Really in New Zealand, that you can get a bus
a flight for eighty bucks.
Speaker 3 (17:01):
I would say to you that there are times that
these things happen and they are beyond our control, But
most times we do get people to where they need
to get to. I do appreciate some people can get
some late flights, but you know about eighty percent of
the time our planes leave and arrive exactly when they should.
Speaker 2 (17:20):
All right, Yeah, I kind of agree about the bus.
The bus is vastly different to a plane. But if
the rules are the rules traveling with pets, Mandy wants
to be able to travel with her small dog, would
a petition help to get that correct along the way?
We can do overseas well.
Speaker 3 (17:35):
Not all airlines do it overseas, some do, and some
are considering it. Look, it's on a list of things
that we consider. We don't plan to do it at
this stage, but that doesn't mean that we wouldn't change
at some point in the future. Some people will have
some issues with having some animals on board, I would imagine,
So at this stage we don't plan to do anything
(17:57):
in the immediate future, but that doesn't mean we wouldn't.
You know, consider that at some point.
Speaker 2 (18:01):
Some people would probably start a petition for no children
on flights. So at the moment you're going to have children,
but no animals just yet. You can create them, can't you.
You can, but not bring them on board, Okay. And
somebody else saying that they are an Air New Zealand Elite, Oh,
don't even start me on that. It's still very, very painful.
(18:26):
And they have heard that a frequent flyer is going
to override the elite fly status, will override the elite status?
Speaker 3 (18:36):
Well, not sure, but you know, one of the things
we have been working on is putting in a new
back end system for our airpoints. Sometime in August, we
intend to have that switched on and that's going to
give us an ability to do some extra things with
our airpoints program, and in due course will let everyone
(18:57):
know what that is. But that will be, you know,
a really good change for us. We've had the current
system in place actually since the late eighties, early ninety
so it's long overdue to be updated.
Speaker 2 (19:10):
Absolutely. We'll ask about the safety of Boeing too. I've
had a couple of texts around those news, said Greg
four and CEO of their New Zealand is in studio.
Michelle says, I don't have a question I have a
huge thank you to your staff after a medical emergency
from Queenstown to Auckland. The pilot sped up the plane
and got priority landing. Every single staff member was making
sure I was okay. With much gratitude, Michelle.
Speaker 3 (19:33):
Thank you. Thanks Michelle. I hope you're doing okay.
Speaker 2 (19:36):
Denise, good morning.
Speaker 7 (19:38):
Hi.
Speaker 3 (19:39):
I agree, Hi, Denise.
Speaker 8 (19:41):
I've got muscular dystrophe and i use a power wheelchair
and I'd like to suggest that a New Zealand improve
their check and processes for people traveling with power wheelchairs.
I've just returned last week. I have had five weeks
over in the UK and Singapore, and at every step
(20:02):
of the way, the chicken process was very low and laborious,
repeatedly asking me all this information that I've already supplied
to the airline, both to Air New Zealand and Singapore
Airlines before I left. And these are questions around the wait,
the battery, the dimensions, the voltage. And at the worst
(20:25):
point was at Changi Airport. We were in transit from
London to Auckland. We had missed our flights because we
were late arriving into Singapore and we missed our flight
to Auckland. We were technically still in transit had done
the whole thirty to forty five minute check in process
about the wheelchair in London, and then after a sixteen
(20:48):
our flight was forced to go to the checking counter
again at changing airport and rechecking the wheelchairs. And I
don't understand why, if I've supplied that information once, why
can't it be attached to my record, my frequent fly
record or whatever. Every time we turn up, people look
(21:08):
at us blankly about the wheelchair and start the process again.
And it happens also domestically because I travel domestically for work.
I go up and under Wellington all the time, and
every time I turn up they ask me all those
same questions.
Speaker 2 (21:22):
Okay, we'll see if we can find out why is that?
Speaker 3 (21:25):
Yeah, I don't know. I it's the top of my head,
but it will get into that. And I think it's
a really valid point that you've raised, and let us
take that away and see if we can actually solve that,
not just for you, but anyone else who's having to
move with a power wheelchair or any other device like that.
That would be a great point.
Speaker 2 (21:43):
Yeah, having to double check in all the time Matt's morning.
Speaker 9 (21:48):
Hey, good morning, Kerry and Greg. Thank for giving me
five minutes. I really appreciate it. I'm a high user
of your domestic fleet.
Speaker 5 (21:56):
Greg.
Speaker 9 (21:57):
Yeah, your step before was quite interesting. Can I just
confirm did you say three point two percent of your
flights were.
Speaker 3 (22:03):
Delayed canceled or with that canceled cancel.
Speaker 9 (22:06):
Right, because I've had over twenty four flights this year
and I've had one on time. You just don't book
a meeting around an innu zillin flight.
Speaker 3 (22:16):
I'm sorry night.
Speaker 9 (22:17):
Yeah, that's Friday night in Palmerston, North. I mean it
was a really good example. You had a plane problem
and that was fine. I don't have an issue with that.
But I was due to land back in Auckland at
one o'clock in the afternoon. By the time you bust
meet a Wellington, not you, and I understand this isn't you.
It was one am before I walked in the front
door at home. Now you got me home, which is great,
(22:39):
but I haven't had a flight on time, well sorry,
one one flight on time. It's shocking.
Speaker 3 (22:45):
Yeah, I'm sorry to hear that. And you're, obviously, as
you said, a very heavy user and you've had more
than your fair share of them, and averages can be misleading,
and I'm first to accept that, and someone like you,
as I already just mentioned, had more than your fair share.
It is a top priority. It is a top priority
for us to get that sorted.
Speaker 9 (23:07):
The frustrating part is you put your fees up consistently,
so the fees for KRAL has gone up this year,
so we're paying an extra couple hundred dollars for that,
and we just can't get there on time. I'd love
it if you can fix it. I want to fly
with you. You know. It's just yeah, that statistic was
quite interesting. I think it was quite quite bent.
Speaker 3 (23:26):
Well, it's not bent, it's it's actually right. As I said,
averages can be misleading because as you've said, your situation
is what it is, and I'm not going to dispute that.
And there will be a lot of other people out
there who will say, well, actually might have all been
pretty good. So at the end of the day, yours
is unacceptable. I accept that. And as I've already said
(23:48):
on the show, our objective is you've got to leave
on time, you've got to arrive on time. We've got
to make sure we don't lose anything in between. There
will be there will be cases where we can't and
you accept that and I accept that. But overall it's
got to improve and I accept that.
Speaker 4 (24:05):
Yeah.
Speaker 9 (24:05):
Well, I will say something, mate, Your grand team are amazing.
There's one particular lady in Palmit to the North that
is just incredible and an absolute credit to your organization.
But it just gets frustrating when you can't get there
on time.
Speaker 3 (24:18):
Yeah, I appreciate that. I'm sorry about that.
Speaker 2 (24:21):
Thank you, Thanks Matt, Hi, Kerry and Greg. I was
a Gold Elite member for twenty two years. Due to retirement,
I have now been downgraded to Gold, reinforced by a
letter to state I've failed to comply with Gold Elite requirements.
Seems a bit tough after being so loyal for such
a long time. Compared to other airlines like Quantus and
(24:42):
Singapore that do so after much short periods, I'm less
likely to select their New Zealand going forward. You create
a monster when you put us in clubs. When we
lose membership of that club, it hurts. The pain is real.
I feel Greg's pain. All of us are who are you?
If you're not elite? Who are you? How do you
value yourself if you're not gold elite anymore? What do
(25:05):
you have to to do?
Speaker 3 (25:08):
It's a it's an interesting topic Kerry and club and terrible. Yeah.
The issue, of course is that if everyone goes up
and no one comes down, you can imagine how large
the facilities have to be to accommodate everyone. So you know,
a loyalty program tends to operate as you would expect that.
You know, the more you the more you earn, the
(25:31):
more you burn, the bigger the privileges. And when you
don't spend as.
Speaker 2 (25:36):
Much, then you're just discarded.
Speaker 3 (25:38):
Well you're not discarded still, look.
Speaker 2 (25:40):
After you, utterly discarded, irrelevant, washed up has been Greg,
I feel your pain.
Speaker 3 (25:46):
We look after you. Well, Carrie, you still me.
Speaker 2 (25:50):
I don't wherever I set, I do. And actually, when
you were saying about Matt, I haven't been delayed like
everyone in Timidu was stunned that A I got a
no time and B I left on time because people
in Timadow are used to making plan B and C.
But no, I mean that's how those average work.
Speaker 3 (26:06):
And Timaru is a good example. So I think we
did do two flights a day into Timaru so if
you cancel one, you've now got a fifty percent cancelation rate.
If you're doing twenty four flights to tarong Are every
day and you cancel one, then it's a completely different
mass equation. So, as I said, averages can be a
bit misleading, but it is what it is, and I
(26:29):
accept that. You know, when you buy a ticket with US,
you expect to leave on time and arrive on time.
Speaker 2 (26:34):
News Talk zidby Ian A very good morning to you.
Speaker 7 (26:38):
Good morning and hi Greg. My question is does your
airline have an intention to install a minimum dress code
so people don't have to sit beside a guy in
a singlet for ten hours or in bear feet for
ten hours. I think that there should be at least
(27:00):
a minimum standard of dress for airline flights.
Speaker 2 (27:04):
Bear feet in the toilets, oh I mean, I know
they're very good about looking after them, but oh yeah, well.
Speaker 7 (27:12):
What what about a guy and a single, great big
guy and a sing that here he arem pitch, let's
go the whole hole and you've got to sit beside
that for twelve hours?
Speaker 2 (27:21):
Well that's not nice.
Speaker 3 (27:23):
Yeah, Look, we do want our passengers to be comfortable,
but we also do expect them to wear appropriate attire,
and I think our crew do a terrific job, to
be honest, at trying to manage that. You can imagine
that it's not as simple. At times people will get
on the plane and then start taking various pieces of
(27:44):
clothing off. I've seen that myself, but you know, we
do request our passengers to be attired appropriately and obviously
to behave appropriately. So I'm sorry that you had to
experience that. But once again, generally, I think our crew
do a terrific job at managing that.
Speaker 2 (28:01):
What can they do? Can they ask them to put
on a T shirt so that they will at time
aren't flapping in your face.
Speaker 3 (28:07):
They do at times ask people to wear something appropriate,
and I'd have to say the majority of people do
and will comply if we ask, but every now and
then sometimes it can be a little bit difficult.
Speaker 2 (28:19):
I had a whole little flying outfit, one little rack
for flying clothes which cover me completely. You won't see
any arm But here there, Andy, you've got a question.
Speaker 10 (28:31):
Yeah, I agree, Hi, I understand that the new awards
is Kitan number one, Singapore number two. Once upon a time,
Any Zealand was number one. What's it going to take
for you, Greg to get any Zealand back up to
number one in the world.
Speaker 3 (28:46):
Again, are these the Skytrak's awards or something else.
Speaker 2 (28:51):
There's an airline Excellence where you went down, because.
Speaker 3 (28:54):
There's quite a few.
Speaker 10 (28:55):
But anyway, I think you were below feed to the
airlines at one point. But the question is pretty simple
about yeah.
Speaker 3 (29:02):
Yeah, Look, I would say to you that based on
what I am seeing out around the place and when
I look at various other airlines, I think the thing
that's missing most on our airline at the moment is
what we call the hard product in other words, seats.
So the product on our plane hasn't really been changed
(29:26):
for now about twenty years, and particularly at the front
of the plane and also premium economy. I'm pleased to
tell you that we are but months away from getting
the first of what we call our retrofits done, so
that's taking a Dreamliner and putting the new product on it.
We hope to have a plane up in Singapore to
(29:48):
begin that retrofit commencing the twelfth of September and get
it back just before Christmas, and then progressively that gets
rolled out over the international fleet over the proceeding two
to three years, and then at the same time we're
waiting for some new planes from Boeing. So I would
say to you what I would say the soft products,
(30:08):
so the service that we provide on board, you know,
changes that we've made in terms of entertainment, the food,
the wine. I think that's as good as I experience anywhere,
in fact, in many cases better. But that hard product
needs changing and we've been diligently working on that, and
we are but months away from getting the first of
that rolled out.
Speaker 2 (30:28):
And you're happy with the safety standards around Boeing. There's
been a few concerning international stories. Yeah, look, Combosit planes
been put together.
Speaker 3 (30:40):
Well, those planes, I'm very comfortable with those. You know,
the Dreamline has been around for a number of years
and that's all all fine. And you know, we've been
running those since about twenty fourteen. We've just had our
tenth anniversary. Boeing itself is a business that is going
through a lot of change. They're changing out their chief executive,
(31:03):
changing out a number of other key roles in the business,
and you know, they're under a lot of scrutiny from
the FAA and various other bodies. They'll get themselves sorted out.
I would say to you, it's still got a while
to go, but they're well aware of what they've got
to do, and I feel very comfortable about the direction
that they're heading.
Speaker 2 (31:24):
It's been told I have to have a break, but
I'm singing if I can squeeze in a quickie. Can
you ask about pilot training and recruitment. Did you get
all your pilots back?
Speaker 6 (31:32):
Yeah?
Speaker 3 (31:32):
We did any more? Yeah, so you know, you're always
going to have pilots retiring. There are some pilots who,
for various reasons will head overseas and fly with other airlines.
So we need about one hundred and twenty one hundred
and thirty a year and most yeah, and most of
those come from what we call flight training schools from
(31:53):
around the country. So we have a close relationship with those,
you know, whether they're in you know, in Massy or
christ Church or you know Ard more So we take
a lot of pilots from there. We had an opportunity
to put in a cadet ship, so we've taken thirty.
We're going through that process. At the moment, I would say, Kerry,
we had over two thousand applicants. Wow, so that's not
(32:17):
something that will necessarily be ongoing. That's something that we're
investing quite a bit of money ourselves. And so it's
a good deal for people, a good opportunity for those
who otherwise wouldn't necessarily have a chance to become a
pilot at the nest. To correct, we're picking up a
fair amount of the fees. And these folks are heading
(32:37):
over to America. They'll be done and I think about
six batches of five at a time. They'll be trained
over there. They'll finish their training and then come back
and start flying for us in the due course.
Speaker 2 (32:50):
So young men and women that would find the cost
of training prohibitive often can apply, and.
Speaker 3 (32:56):
They have and that applications they are now closed, and
over two thousand did apply.
Speaker 2 (33:02):
And so you're not sure if it's coming back next year.
Speaker 3 (33:04):
It's something we'll look out, but no commitment at the stage.
Speaker 2 (33:07):
All right, thank you very much. Here we go. We've
only got two minutes. Oh my goodness. And there's so
many questions and so many texts and so many comments.
Somebody else about the safety videos. If you're that hard
up that you're charging people for the debit cards. Why
do you pay a lot of money for famous people
to be in the safety video? Somebody else's wins the
next one. Give us a break.
Speaker 3 (33:23):
Yeah, we actually have one in the pipeline at the moment.
It'll still be a few months away before we see it.
But you know, it's part of who we are and
what we stand for. And i'd say that, you know,
we have a good history of doing some pretty good
ones and ones that get spoken about. As I said,
part of the brand, and one in the pipeline. So
(33:44):
keep watching you.
Speaker 2 (33:46):
You have me doing the micaus. Richard Simmons was in
one of yours, wasn't it? He was?
Speaker 3 (33:50):
And I saw that unfortunately passed away, and so the
team put out a bit of a thank you and
a post to him on social media over the weekend.
Speaker 2 (33:58):
Do you support the Warriors over the Titans?
Speaker 3 (34:02):
I support the Titans over the Warriors.
Speaker 2 (34:05):
Oh, break news, Okay, we should get that in for
the sports news. I spent two hours twenty five trying
to on the phone to Ear New Zealand trying to
book flights to Europe.
Speaker 3 (34:16):
I'm sorry sorry to hear that. You know, Look, I
would say to you that generally the core Senda carry
is going really really well.
Speaker 2 (34:24):
I think one of the times we spoke was just
after COVID. It was a night mare trying to get
everybody their refunds aren't there.
Speaker 3 (34:30):
Yeah, hard, and you know, but all those things now
have been been pretty much resolved.
Speaker 4 (34:36):
You know.
Speaker 3 (34:36):
The Once again, average averages can be misleading. The average
wait time last week was sixty two seconds. So really yeah,
so it doesn't mean that there aren't times when it
will blow out. That time sounds pretty exceptional, but I
apologize if that was the case.
Speaker 2 (34:53):
Once again, I'm stunned. You're so popular, right, many well
popular many many people want to talk to you. Thank
you very much for your time. CEO Greg Forum from
me in New Zealand. This is his choice to see
us out through to the new live in it's New
York state of mind.
Speaker 1 (35:08):
For more from Kerrywood and Mornings, listen live to News
Talks at b from nine am weekdays, or follow the
podcast on iHeartRadio.
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