Air NZ unveils concierge service

Air New Zealand is revolutionizing the international customer travel experience with the introduction of an in-flight International Airline Concierge service - a first in the aviation industry.The new service launches in April on Air New Zealand’s Los Angeles, San Francisco and Vancouver to Auckland routes.

“Air New Zealand will employ up to 90 concierge staff, which will be dedicated to making every customer journey before, during and after an Air New Zealand service a special event,” said Roger Poulton, Air New Zealand VP Americas. “There is no other airline in the world offering such a service, giving Air New Zealand a significant edge over its international competitors.”

The new International Airline Concierge service will offer a combination of travel advisers, disrupt managers, loyalty and destination experts focusing on supporting every customer’s travel needs. Concierge service staff duties may include: escorting passengers to and from the aircraft; recommending “must-do” activities while visiting New Zealand; assisting customers with onward bookings; supporting customers affected by a weather disruption; advising passengers on Star Alliance network options; or talking through the finer points of customers’ in-flight wine selections.

The international recognition of Air New Zealand’s world-class long-haul product has grown in the past two years. During this time, Air New Zealand has been recognized by Business Traveler magazine for its unique brand of service as the “Best Airline to the South Pacific, Australia, and New Zealand.” The recognition prompts the number of customers choosing the airline for services to, from and within New Zealand. The new concierge service enables the airline to continue to provide excellent customer service despite increased capacity challenges.

“Everyone travelling with us - no matter how full the aircraft - receives the personal attention they deserve and the advice they need,” adds Poulton. “We’re dedicated to finding new ways to deliver our customers with a uniquely Kiwi experience at every stage of their journey, and the best way to do that is through our people. Air New Zealanders are our competitive advantage.”


The concierge initiative developed from Air New Zealand cabin crew and customer feedback captured during the past two years. The initiative is a natural complement to the airline’s award-winning long-haul product and service. Concierge staff will serve as New Zealand ambassadors, as well as experts in the regions to which they fly.