✅ Trip Verified
I want to thank the kind people of Air New Zealand for their professional yet caring handling of my recent situation. Somewhere between Calgary and Vancouver, I lost or had my passport stolen and was unable to board my flight to Auckland with my family. The staff were persistent in helping me in my near panicked state to search my bags while the aircraft was being readied for flight. Unable to produce a passport, the staff sympathetically ushered me to a place in the airport where I met a family member. When I returned to the airport the next day after miraculously acquiring a new passport, flight and Visas, the friendly staff of Air New Zealand greeted me with the same warmth and compassion I had experienced the night before. They informed me that I had been bumped up to Business class and was offered access to the VIP lounge in the airport before my flight. Once inside the Lounge and breathing again for the first time in a day, Douglas Siefert, Vancouver Airport Operations Manager came to the lounge to personally greet me and ensure I was aware of the many luxuries including fabulous food and drinks that I was free to take advantage of. When boarding the flight, the staff once again were kind and genuine, having recognized how overwhelmed I had been the night before watching my family depart on the flight which I could not depart on. I just want to say thank you to the team who so kindly helped me. That was my first experience in Business class and what a way to start my vacation! This was a long awaited holiday where my son, wife and their 8 month old were travelling with me to Australia for my other sons graduation from medical school and then onto New Zealand for Christmas. Having lost my husband in the summer of 2018, this was going to be a very special time with my boys and their wives and families. You can imagine how I would have felt when I couldn't board the flight which was the beginning of this vacation! The staff did not know my story yet were kind, helpful and accommodating. This is a story I will tell over and over as their kindness (which seems to be rarer and rarer these days), made such an impact on me and the experience In Business class was like none other. It goes to show that simple acts of kindness will always be appreciated. We don’t often know what someone else is going through so in the words of another “be kind to each other”! Thank you again Air New Zealand!