kiwifrequentflyer

Wow. Banning a customer for an email exchange for 1 year seems extreme, especially considering Air NZ is often the only choice to fly to destinations domestically, so for some people, having the right to fly with them is almost like revoking their drivers license, but who knows what went on:

https://i.stuff.co.nz/travel/news/117652097/lawyer-takes-legal-action-against-air-new-zealand-after-ban-imposed

nzkarit

There is two sides to every story.

Though has turned a one year ban into a life time ban now, by taking it to court.

sbiddle

There are clearly two sides to every story. I wonder what she really said to them in her emails?

On the face of it she doesn't sound like a nice person.

cavemanzk

At least the rest of New Zealand, doesn’t have to worry about encountering her for the next 12months now she’s stuck in NSN.

taupo

No business bans nice, honest, good people.
No complex and professional business with experts in each and every department, as well as as in house legal counsel, is not going to ban someone unless they have just cause. Especially when what comes across as a customer who frequently buys premium fares.
Now jumping to a wild and outrageous assumption. Ms. Sharma has an axe to grind and a point to prove, is maybe unhappy in some other aspect of her life, felt the need to take it out on Air NZ and their staff, was surprised when NZ defended it's position so to try and save face, kept pushing the issue.
Ego can be an awful thing sometimes.

Edited to add:
https://www.newshub.co.nz/home/trave...om-flying.html

Koru Lounge Agent: Welcome, boarding pass please.
Passenger: Here you go.
KLA: Sorry, but you are not allowed in.
Pax: Pretty sure that we are as we are connecting to business class flights on Air NZ, here are the onward boarding passes.
KLA: You are indeed correct, sorry about that, enjoy.

END OF STORY.
How can being denied and then granted lounge access go any differently?

Mwenenzi

If only Jetstar had not given up on provincial flights
They would have had a good customer

https://en.wikipedia.org/wiki/Nelson...t_(New_Zealand)
https://www.nelsonairport.co.nz/
So still have OrginAir & Sounds Air. Or she can drive to Picton/ferry/WLG or CHC

JamesBigglesworth

I wonder under what provision they banned her? As a public trading company you have to serve all paying customers. You can throw someone out at the time if they are doing something they shouldn't, but what legal force does this "We are banning you for one year from using our services"? Are they saying they have trespassed her?

kiwicyclo

All business reserve the right to sack their customers . . . . .

sbiddle

Not sure where you get this idea from. No retailer or company is ever under any obligations to enter into a legally binding contract to supply goods or services to everyone by force.

Of course not doing so would be pretty stupid unless you had good reason..

Thai-Kiwi

...and they could also cancel any Airpoints account if they considered that the T&C were breached.

brenrox

Maybe she booked the domestic leg separately? Someone had commented on Facebook, saying this woman stayed at their accommodation and she was just as rude, threatening, lying and obnoxious.

oranjemakker

Does not sound like a particularly pleasant person at all, but without seeing the correspondence the actions by Air NZ seem quite extreme.

It doesn't sound like she physically threatened anyone?

If this is about them not welcoming criticism of their staff then it could have a chilling effect. I have on a few occasions written emails to the elite desk with feedback, both good and bad about NZ staff.

nzkarit

I think providing feedback is fine.

Reading between the lines feedback, including emotive language, consequences, threats, etc is handled differently. Only have one side of the story, AirNZ wouldn't have taken this decision lightly and we have only heard one side.

Also lawyers make for the worse plaintiffs.

Often1

How does the form of ownership, e.g. "public" affect NZ's ability, as a private enterprise, to terminate a customer so long as that termination is not for a prohibited reason?

McRabbit

1. Air NZ lounge terms are clear that if you are flying on an Air NZ business ticket overseas, you may use the regional lounge for the domestic part of your journey (both directions) - this should never have been an issue.
2. In any event, an issue about lounge usage (and for that matter, an issue about content of emails) is irrelevant to one's right to fly on an aircraft.
3. With the end of Jetstar regional, Air NZ has a monopoly on scheduled routes out of Nelson (except for Soundsair to Wellington). It cannot refuse to carry New Zealanders who wish to fly and have bought a ticket (despite what its terms of carriage say) - unless the passenger is within the secure area on the airfield/ in the aircraft, and is at that time "unruly" or otherwise in breach of civil aviation law.
4. However its "security" team think otherwise - they are "judge and jury" in their own cause and regularly get away with this, as no-one has been willing to sue.
5. Ms Sharma is an experienced Nelson lawyer with many years in legal practice, and as a candidate for the City Council in the recent Nelson elections, polled nearly 5000 votes. She should be supported for standing up on this principle.
6. There is a clear need in NZ for a code of passenger rights and an independent decision-maker as to whether there has been any breach by either the airline or the passenger. Including rights to compensation for being denied boarding, etc.