Air New Zealand says its customer satisfaction levels grew in the latest quarter due to customer-focused initiatives including the final rollout of next-generation kiosks and improvements in disruption handling.
Increased satisfaction with food, crew and in-flight entertainment also contributed to improvements to 84.9% compared to 84.1% for Jul to Sep last year. NZ delivered a strong improvement in on-time performance (OTP) for the latest three months, it says in an NZX update.
On-time arrival performance was 85.2%, up 7.2 points from 78% in the prior corresponding period.
In Sep, 87.3% of flights arrived within 15mins of schedule, up from 75.5% for the same month last year. The global average for airline OTP was 77.7% that month.
. . . Flying Changes
NZ carried 4.16 million passengers in the latest quarter, down 1.0%.
Group load factors rose 1.8 points to 84.8% as it managed capacity and demand in response to increased fuel prices.
Higher average domestic fares partially mitigated higher fuel costs, it adds. While short-haul capacity and passengers increased because of more wide-body flying, NZ’s long-haul numbers were down, driven mainly by reduced capacity to Los Angeles.
