Cookie or corn chips?

It’s a simple question but one our customers have been hearing for the past six years on our domestic flights. 

So, in the spirit of changing things up, over the next four weeks we’re trialling ways we can improve our food and beverage offering, both before our customers fly and while they’re on board. Some of these trials include how we do service and how we can provide more choice. Changes like signage on our trolleys so customers know what’s on offer and providing some alternative snacks. We know our customers love the cookie and chip combo, but what if there’s something else? We’ll be co-designing our customer experience with our customers – trusting them to know whether the changes will work for them. And because we’re trialling an idea rather than a finished product, they’ll be inputting into the end result.  

For years, Air New Zealand has been known for its innovation. From the AirBand, Economy SkyCouch and the myriad of safety videos that have put New Zealand on the map. All innovations that aim to make the customer experience better and build on our promise of manaaki. Our inflight testing will develop this further.

To do it properly, we’ll be guided by three basic principles. The first is to try – we’re trying a new way of working by creating a team of people from around the business. Number two is to test. We’re testing things that could make the Air New Zealand experience for our people, our customers and our operations better. And three? To explore. Exploring what it could be like if we worked like this more often. It’s fitting as we start to build back our airline. This customer testing is one small example of making sure our revive phase is not just about returning to what we have always done. We want to be better.

For all of our good ideas and intentions, the only true experts on customer experience are our customers. And by opening ourselves up to feedback, we learn how to create a great experience for our customers.

So next time you're on board one of our domestic flights, and you notice we're trialling something different, don't be shy to give us your feedback. We'll be using the age old thumbs up, thumbs down approach on board.