Air New Zealand Air Points - Promised Upgrade for Accident In Flight, Now They Seem to have forgotten! Any Advice

Hi

on a previous AirNZ flight from AKL to LAX I suffered a fairly bad cut

"A previous passenger had left a broken wine glass in the sink in one of the toilets, when I went to clear the sink thinking it was just water and I cut my hand requiring several stitches"

The crew made a report of the incident and AirNZ CS were informed and I was made an offer of a Return Upgrade on a space available basis on my next AirNZ trip,

I booked my next trip and called Customer Services to enquire about using my upgrade, but now they have no recall of this or the offer of the upgrade.

My mistake but I never asked for anything in writing assuming that it would all be electronically stored in the system,

Can anyone suggest any department I could speak to at AirNZ, I am based in the UK at the moment and my upcoming trip is in 5 day LHR-LAX-AKL-CHC and back

Any help appreciated

Thanks

Richard

The claims (or legal) department. If I were a lawyer in that department, and it were clear that all it would take to make your case go away is an upgrade, you'd be upgraded before you got off the phone with me.

Hi

I did not make any claim against the airline as the actions of a stupid passenger that does not clean up their own breakage should not be held against the airline, lets face it they cannot be expected to inspect the toilets after every use!,

Yes if I knew who the passenger was who was lazy enough to cause the incident that would be a different matter.

I just feel let down by AirNZ in as much as they made an unsolicited gesture which I appreciated and then a few months later deny all knowledge of it, and the CS dept just brushed off my call as a nusience to them, "Well its not on the record so nothing to do with us! attitude"

I am sure it is too late to do anything this time, but just wondered if there was a way of getting past first line customer support (I called the UK Freephone number it seems to divert to a main support centre in NZ)!

Cheers

Richard

You have a good attitude about this. Indeed, I wouldn't blame NZ in this instance, either.

Perhaps others here can address your question better than I. In the future, if you get such a nice offer from a FA/pilot, the key is to get their name. Something like "that's so nice of you! I'd like to write customer service a letter about how well you treat passengers -- may I have your name for that?"