We had used airpoints to upgrade our economy fares to business class for our flight home from Australia yesterday.
When we got to the counter we got the good news-bad news story: we had been upgraded but the unexpected absence of a staff member meant we might not get the normal level of service. However, to compensate for this we’d get vouchers which we could redeem for air points or Air New Zealand services.
When we boarded, the flight attendent greeted us with more apologies and explanations and thanks to her efficient and friendly attention we were more than happy with the service. We also appreciate the vouchers ($60 worth each).
Air New Zealand exceeded our expectations and gets full marks for service, communciation and compensation.