Turbulent start for flight entertainment

Glitches in the installation of Air New Zealand's much-hyped new inflight entertainment system have forced the airline to compensate disgruntled passengers.

The system is being progressively installed in all Air NZ's eight Boeing 747-400 planes and comes installed in its new Boeing 777-200 fleet.

A senior engineer involved with the refit programme, who did not wish to be named, told the Business Herald that "major problems" were being experienced and passengers left with blank screens were being paid compensation.

Air NZ said that although there had been teething problems, the "vast majority" of passengers had been "very happy with the system's features and performance".

Company spokesman David Jamieson said that if the entertainment system did not work for a customer, then vouchers were issued for airpoints dollars or to use towards complimentary travel. The amount of compensation was worked out on a case-by-case basis.

Citing commercial confidentiality, Jamieson would not say how much money had been paid out.

The engineer who spoke out about the problems is one of those facing redundancy under a plan to outsource all Air NZ heavy maintenance. He said the level of compensation was higher than expected.

But the new system was the best available when it worked well, he said.

"When running properly I don't think you could have a better system. But all the defects haven't been taken out of them from manufacture."

The system was not processing information fast enough, and passengers found problems when they fast-forwarded or rewound movies.

Refitting each of the airline's fleet of eight Boeing 747-400s is costing $20 million a plane.

The move is an important step for Air NZ, which was finding its aircraft interiors and entertainment systems were becoming dated. It is increasingly rare for long-haul airlines to lack individual seat-back screens.

All Air NZ flights between Auckland and San Francisco have the new product, and the New Zealand-London service was upgraded last month.

All seats on its 747-400 aircraft are being replaced, with first class giving way to a new "Business Premier" lie-flat class and a new "Pacific Premium" class in between business and economy.

The digital "on-demand" entertainment system built by Rockwell Collins allows passengers to pause, fast-forward and rewind movies, television shows and games. It was heavily marketed by Air NZ.

"We've had a major problem with some of them - with quite a few areas 'locked out' - which is an expensive thing for Air NZ," said the engineer.

This sometimes meant complete rows of seats left without entertainment.

A business class passenger on an Air NZ Boeing 747-400 flight between Los Angeles and Auckland last week was among passengers paid compensation.

These passengers, travelling on one of the planes fitted with the old entertainment system, were given envelopes during the flight containing $120 worth of Air NZ vouchers.