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Source: Reuters -
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Good service, or cheap fare?
Reporter: Gordon Harcourt
The Fair Go/Colmar Brunton customer service poll -
Airlines
Travellers - what do you look for when you fly? Full
service, or cheap and cheerful?
This week the Fair Go/Colmar Brunton customer service poll looks at
airlines, domestic and international.
We think the result isn't a huge shock. What is shocking is how bad
the results were for one airline in particular.
Colmar Brunton asked for particularly positive or negative
experiences - one is subtracted from the other to give a net
score.
Domestic
Air New Zealand 75% net positive
Jetstar 2% net positive
[ Sample: 585, Margin of error: +/- 4.1% ]
International
Air New Zealand 73% net positive
Emirates 61% net positive
Pacific Blue 26% net positive
Qantas 18% net positive
Jetstar -9% net NEGATIVE
[ Sample: 882, Margin of error: +/- 3.3% ]
That net negative result means there were more Jetstar customers
with particularly negative experiences than there were with
particularly positive ones. It's the first net negative result
we've reported in our series of polls so far.
Expecting too much?
Air New Zealand's Bruce Parton was, predictably, rather
chuffed. He says it's not a choice between cheap fares or good
service. But we wondered if travellers were expecting too much. Air
NZ is what they call a full service carrier. Jetstar is a low cost
carrier. Isn't it a bit unreasonable to expect the same sort of
service?
Fronting up
We also think that fronting up in the media when things go wrong is
part of good customer service. In general we think Air NZ do front
up on Fair Go. They even let us throw fake vomit at a staff member
in a story about a sick bag that failed.
I rang around journos who've dealt with Jetstar. The strong
perception was it's harder to get them to front up. Jetstar's
communications person (in Melbourne) says that isn't true at all. I
booked an interview with them to discuss our poll...and they
cancelled it! They didn't front up. We think that's pretty
lame.
Jetstar response
They sent us a statement instead.
- they're "disappointed and surprised" at the results
- last month they were named Best Low Cost Carrier in
Australia/Pacific, and 2nd best in the world at the Skytrax World
Airline Awards
- they're not full service and don't pretend to be but are
committed to safety, guaranteed lowest fares and a hassle free and
enjoyable customer experience
- they've introduced their Jetstar Customer Guarantee (It
promises vouchers if broken)
- they admit they don't always get it right but they say they do
always respond and learn.
Travelling advice
No matter who you fly with, AUT tourism expert Associate
Professor Michael Lueck has some very good advice:
- if your flight is cancelled, you are entitled to claim back the
tax
- Get insurance no matter who you fly with
- If you book the wrong date online, ring the airline straight
away. Michael says airlines will often cancel that booking
for you
BUSSED OFF
Reporter: Phil Vine
Bethel from Sandringham takes us through her daily bus journey, and
especially its deeply, steeply frustrating end. Tell us what you
think.
Auckland Transport say they welcome commuter feedback - you can get
in touch with them by calling 09 3666400 or through the website
www.maxx.co.nz/contact-us/feedback-form.aspx>.
X-Box vanishing act
Reporter: Ali Mau
After saving up for months he'd only had it a week when it stopped
working. Retailer Harvey Norman said they couldn't help, as
Microsoft demand all hardware is returned directly to them for
repair. So Rhys packaged up his console according to their very
specific instructions (
KIDULT
Reporter: Reina Webster-Iti
Fourteen year old Helaina Dean wrote to us for answers so we took
her on a whirlwind tour of Auckland to see if we could figure out
why in some places she's considered a child, in others an
adult.
Here's a breakdown of what we've uncovered:
Snowplanet
Adults 13+
Child and Student rates available.
Rainbows End
Adults 14+
Children 2-13
Action Raceway Go Karts
One price suits all.
Butterfly Creek
Adults 16+
Children 3-15
Event Cinemas
Adults 15+
Children 3-14
Original Adventure Minigolf
Adults 16+
Children 4-15
Auckland Zoo
Adults 15+
Children 4-14
Paradice
Adults 13+
Children under 12
Science Alive (Christchurch)
Adults 18-64
Children 5-15
Willow Bank (Christchurch)
Adults 14+
Children under 14
International Antarctic Centre
(Christchurch)
Adults 16+
Children under 15
Wellington Zoo
Adults 15+
Children 3-14
