ANZ to launch “concierge in the sky”

18 Dec 2007 by Mark Caswell
Passengers with Air New Zealand will be able to consult in-flight concierges on long-haul flights from next year. The carrier says it will employ up to 90 concierge staff, with the service debuting in April 2008 on flights between Auckland, LA, San Francisco, Vancouver and Hong Kong. The in-flight concierges will be trained to handle queries including onward booking, management of the carrier’s loyalty scheme Airpoints, flight disruptions and recommendations for activities in destination cities. Scott Carr, Air New Zealand’s general manager for UK and Europe, says: “International airline concierges will be a combination of travel advisers, disrupt managers, loyalty experts and destination experts, focused on supporting every customer travelling with us.” He added that one of the reasons for the new role was the increasing difficulty of spending time with individual customers due to full cabins. Carr says: “This brand-new concierge role will ensure that everyone travelling with Air New Zealand – no matter how full the aircraft – receives the personal attention they deserve and the advice they need.” The concierge service is expected to be launched on London routes from May or June 2008, with London-based concierge staff being interviewed for the posts early in the new year. For more information visit Report by Mark Caswell What question would you ask an in-flight concierge? Sign in to add your comments below.
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