Air N.Z. admits error

Press, 14 August 1980, Page 4

Air N.Z. admits error

PA Wellington Air New Zealand admitted yesterday that many passengers on board the “baggageless” flights from Hong Kong on Monday missed the airline’s offer of free accommodation in Auckland. A total of 227 economyclass passengers had their baggage off-loaded from the !DCIO at Hong Kong so that the aircraft could reduce weight and get more take-off lift in the humid and windless conditions. Freight was also taken off.

Baggage of first-class passengers, including the Minister of Civil Aviation (Mr McLachlan), remained on board, as did the crew’s belongings.

A spokesman for the airline said on Tuesday that an announcement was made on board the plane at Auckland, offering free accommodation in Auckland until the baggage arrived. He also said that a special allowance was paid to those accepting the offer, so that they could buy essentials such as toiletries.

However, yesterday Air New Zealand admitted it was wrong in saying that. What actually happened, according to the spokesman,

was that staff began with the assumption that they should follow standard airline practices, offering accommodation and other help only where the passengers asked for it. The management then decided to tell passengers that accommodation and allowances were available, but by the time the message was given to airport staff, passengers had already cleared Customs and Immigration. Some big parties, such as a group of Japanese tourists, were picked out in the airport buildings and told of the offer, but many passengers had already left." “Our concern is now to let people know that if they incurred any accommodation expenses because of the offloading of baggage, they will be reimbursed,” the spokesman said. Two passengers telephoned a Wellington newspaper yesterday to say that Air New Zealand’s earlier statement about accommodation was w’rong. However, they also pointed out that a statement made on Wednesday, by a friend of a passenger, that people on board were not told of the off-loading until

they got to Auckland, was also wrong. Both callers said that passengers were informed their baggage had been left behind, about 15 minutes after leaving Hong Kong. Both passengers also had heard of a fellow traveller whose house key was in his baggage. ’ Mr L. M. Lawrence, of Hawke’S Bay, said he had asked about reimbursement of essential expenses, and had been advised by Air New Zealand House in Auckland to buy $25 worth of toiletries and underwear for his family, and send the bill to the airline. ! Another passenger said she still felt Air. New Zealand gave a good service to passengers, in spite of the incident. “We have travelled around the world and believe it is still a pretty good airlinebaggage or no baggage,” she said. The off-loaded baggage finally arrived on Tuesday afternoon, some going to Auckland and some to Christchurch. The airline spokesman repeated an assurance that all baggage would be sent to individual addresses.