KEY POINTS:
Air New Zealand will hire 90 in-flight concierge staff to provide extra service on long-haul international flights in what the airline says is an aviation first.
The move was prompted by existing cabin crew who say they have increased difficulties spending as much time as they would like with each customer on full planes. It also reflects the airline's need to distinguish itself from competitors which have similarly new aircraft equipped with gadgets and passenger comforts.
Air New Zealand's international manager Ed Sims says the concierges would ensure that every one travelling with Air New Zealand received personal attention, no matter how full the aircraft.
Sims said he did not expect fares to rise as a result of having the extra crew member.
The concierges would give travel advice and help passengers cope with any flight disruption.
Their duties could include escorting passengers to and from the aircraft, recommending "must-do" activities to tourists, helping with onward bookings, advising passengers on managing their airpoints, or talking through the finer points of customers' in-flight wine selections.
At present Boeing 747 flights have 14 cabin crew, long- haul Boeing 767-300 flight have eight and Boeing 777 have 10.
Sims said people working in the new role would be New Zealand ambassadors, as well as experts in the regions to which they fly.
"We're constantly looking at new ways to deliver our customers a uniquely Kiwi experience at every stage of their journey, and the best way to do that is through our people. Air New Zealanders are our competitive advantage."
The new service will be launched from April next year, with the first international services to have concierges on board expected to include those between Auckland and Los Angeles, San Francisco, Vancouver and Hong Kong.
Tourism Minister Damien O'Connor said the new service is very innovative.
"I applaud this new move. Air New Zealand will lead the world in in-flight service and enhance the value of a New Zealand holiday experience for visitors and the tourism industry."
The majority of the roles will be New Zealand based, although a small number of staff will operate out of the Shanghai and London crew bases.
Positions would be advertised from December 13 and Sims said existing Air New Zealand staff and others working in services and hospitality industries or the tourism sector were likely to apply.
