The Air New Zealand In-flight concierge in action

Its funny that given the business of flying is a service one, the approach to that service has barely changed in 50 years. If anything the low cost carriers have dragged things backwards. But like in a number of industries the kiwis are shaking things up and we are enjoying getting involved. The Albion Air New Zealand team have been flown around the world to be sheep dipped in the Air New Zealand culture and we are getting to meet these service innovators first hand. They are quite a bunch.

The In-flight Concierge is a unique service being rolled out by Air New Zealand and we met Jill Glazewski on board our flight from LA to Auckland. She is one of the first concierges. A problem-solver extroardinaire. She does everything from sorting out itineraries for you for when you land to comforting people who are not feeling great. Just think about it - classic cabin crew are busy sorting your meals and safety stuff - they rarely have time to stop and stare - never mind solve out of the ordinary concerns that you could have on a flight. When was the last time staff on a plane gave you their business card so that they can help you on your return flight or phoned on your mobile before a flight to make sure there was nothing that you needed? Typical of the kind of people they are hiring, Jill brings a wealth of experience in events and hospitality so has not spent her career in the airline industry. The concierges aim to make sure every passenger has the best experience possible. What makes the concierges so special is that what they provide doesn’t begin or end on the flight. They take personal responsibility to follow up on people’s problems and needs as they happen.

We met another two of the concierges, Joanne and Matthew today in Air NZ HQ in Auckland, along with Amy Bennet the Performance and Development Manager who has had the task of recruiting and training all the new concierges.

Each concierge has the power and autonomy to make decisions on how to keep a customer happy. And it’s this highly unusual personal responsibility that means the concierges take it on themselves to go the extra mile. Joanne makes shortbread cookies and hand-writes notes to welcome her most important customers. She does this in her own time because it’s her reputation.  Let's be completely clear about this - what's interesting about this innovative style is that it's anchored by a natural can-do attitude that's at the very essence of being a Kiwi.

Joanne and Matthew told us many stories from their first flights as concierges. Like a Canadian woman who moved her life to Australia to be with her online lover, only for it to all not work out when she got there. On her return the concierge upgraded her to Premium Economy to get some space and then ordered flowers for when she got home. And of course there was the man in the stubbies (that’s very short shorts to you) who had his, eh, parts on display. Well he was sorted out with a blanket quick smart before anyone even noticed. As Matthew put quite nicely, if you look carefully there is always someone on the plane who is need of a helping hand.

Comments

[Concierge]

Thanks for bringing this to my attention - I’ve reviewed it myself now. A very enjoyable read

[Keith Martin]

Thanks Jill. Looking forward to your Sneaker store recommendations in LA next time we visit.

[Jason Goodman]

Great to meet you too Jill. We are up to our arms in flour you'll be happy to hear. See you again soon.

[Jill Glazewski]

It was great fun meeting the 'Albion' team - enjoyed having you onboard, sorry you did not get time to buy your
sports gear!! I did enjoy seeing you all at the airport prior to departure.
Hope you all had a great trip home.
Enjoy the English summer, and get baking!
Kind regards
Jill
International Airline Concierge
Air New Zealand