Customer Experience at Alert Level 2
Air New Zealand will be operating 10 percent of our usual domestic New Zealand capacity, and will increase to 20 percent over the next week. That’s a big move forward from just one percent over recent weeks.
If you are wondering what to expect when New Zealand moves to Alert Level 2 and how they are ensuring each journey is a safe and enjoyable one, watch this video from their Senior Manager Customer Care Doug Grant and Chief Medical Officer Dr Ben Johnston.
The Customer Experience at Alert Level 2 fact sheet details what travellers can expect. At Alert Level 2 the following processes and changes to Air New Zealand customer experience have been implemented.
- To assist Air NZ in ensuring a robust contact tracing is in place, accurate customer contact details in will be placed into each booking.
At the Airport
- Only those travelling may enter the terminal, unless an unaccompanied minor is travelling where one adult can accompany the minor.
- To reduce contact, we recommend customers use the AirNZ mobile app and check-in online before arriving at the airport. Online check-in via the website is also available 24 hours before departure.
- If customers are checking in at the airport, every second check-in kiosk will be operating to maintain social distancing and avoid crowding. The friendly staff will be around if assistance is required.
- Floor markers will be used throughout the airport where queues normally form, including when boarding the flight.
- Valet Parking in New Zealand will be available from 25 May.
- Fast Bag will not be available during Alert Level 2 for regional travel.
- To be prepare for you flight customers should visit the airport website for more information about the airport experience
Domestic New Zealand Lounges
The following domestic lounges will reopen from 25 May:
- Auckland Regional (Domestic remains closed).
- Wellington Domestic (Regional remains closed).
- Christchurch Domestic (Fly Thru café and Koru Express remain closed).
- The 9 Regional Lounges will re-open to accommodate each departure.
In accordance with government regulations there will be no self-service buffet available. Barista coffee will continue to be available in AKL, WLG, CHC and ZQN.
- For domestic travel from 14 May they will be permitting essential unaccompanied minor travel to provide support for shared custody arrangements, children needing to return to their primary carer, and children returning to schools or care facilities. Travel time conditions apply, and single sector journeys only will be permitted.
- Unaccompanied minor travel must be approved by Agency Sales prior to booking, please contact Agency Sales to discuss eligibility.