PackJetRoam

The last occasion on which I flew with Air New Zealand internationally was in January 2023, marking a span of two years since my prior experience. Today, I will be traveling from Auckland to Melbourne aboard their A321neo, which also represents my inaugural flight on this particular aircraft type. Furthermore, I shall be visiting the Strata Lounge at Auckland Airport, as it has been several years since my last visit to this lounge. From my recollection, it is a commendable facility, offering a good selection of food and generally maintaining a moderate level of crowding. Given that I am departing in the afternoon, it remains to be seen how busy it may become.

STRATA LOUNGE

As I have made several significant purchases during my recent trip through duty-free, I have accumulated points that have enabled me to attain Silver status. This status affords me various benefits, including discounts for the Strata Lounge. I currently possess two vouchers: one providing a $20 discount and another offering a $10 discount. Additionally, I have over 1200 points, which would only yield a $10 discount; thus, I opted to utilize the $20 discount voucher for this visit. This reduced my total to $46, which, in my opinion, remains rather steep, especially considering that my prior experiences at this lounge were within a comparable price range. Should the cost exceed $50 for a visit, I would likely forgo the opportunity.

The lounge does offer alternative packages for extended stays and even a private room, which may be more suitable for individuals undergoing lengthy transits or situations that necessitate privacy. The premium rate associated with a private room may be justified in such cases; however, for a brief visit of approximately two hours, I do not find the added value of a private room to be warranted, as I am not a VIP, after all.

For those paying the standard rate, prices range from $66 to $342 at the time of this writing. Nevertheless, there exist more economical avenues for accessing the lounge if one holds memberships with Priority Pass, Dragon Pass, or Lounge Key.

Upon my entry, the lounge was moderately busy, although the level of activity increased over time. The seating arrangement includes a blend of dining setups, lounge areas, business seating, and chairs that overlook the airport interior.

The food selection was sufficiently satisfactory, featuring a range of hot dishes, salads, desserts, baked goods, and soup. Additionally, a variety of beverage options is available, including wine, beer, spirits, juices, soft drinks, tea, and coffee. In summary, I would consider it a commendable choice when compared to several other lounges I have visited at Auckland Airport.

The lounge includes shower facilities; however, one must request a towel from the front desk. Unfortunately, the staff member I approached was less than congenial. One of the shower rooms was out of order, but fortunately, another was available. The facility is spacious and provides ample room by the sink for personal belongings, though I would have appreciated the inclusion of a stool for patrons to comfortably remove or put on their shoes.

While complimentary Wi-Fi is offered in the lounge, I encountered difficulties connecting to the network. The cards displaying the Wi-Fi password were scattered throughout the area, necessitating me to search for them.

As my departure time approached, I inquired at the front desk for information regarding my flight, as no announcements had been made. The staff member responded rudely, merely gesturing towards signs and stating there were several boards available for information. It is concerning that, in a customer service role, one does not assist patrons effectively. Even if one is hesitant to provide particular details, a basic standard of communication should always be maintained.

Despite securing a discounted rate, I found her demeanor disappointing, especially for those who paid full price for access. While I was seated near the front desk and did not observe her treating other patrons similarly, I cannot ascertain whether I was singled out or simply the only individual she deemed bothersome. Nonetheless, even with complimentary access, I believe it is reasonable to expect the same level of courtesy extended to all customers.

CHECK IN

Air New Zealand provides a designated area in the check-in zone specifically for its passengers. This section is equipped with numerous self-check-in machines, ensuring that there is rarely a queue. In the event assistance is needed during the check-in process, staff members are available to provide support. Generally, for those familiar with the process, there should not be any challenges. However, I encountered a situation a few years ago while using a foreign passport that had a different name arrangement, causing confusion for the machine. Consequently, I had to wait in line for an agent to assist with my manual check-in.

The bag drop process is also automated, which significantly enhances efficiency. Nevertheless, there are instances when longer lines may occur; however, on the day of my visit, I was able to proceed directly to the bag drop without delay. Staff members were present to assist those who had not properly affixed the mini barcode to their bags, ensuring that the scanning process could proceed smoothly, particularly in situations where the main tag might be obstructed.

For premium passengers or elite Star Alliance members, there is a Premium Check-In service available within a dedicated room adjacent to the general check-in area. This allows access to the fast track security lane, which I have yet to experience. While there is no security channel that leads directly to the lounge, as found in some airports, passengers utilizing the Premium Check-In can still enjoy expedited access to the same security area as other travelers, effectively minimizing wait times. Nonetheless, during my recent departures from Auckland Airport, I found that the queues were generally brief, resulting in limited advantage to the premium service on those occasions.

BOARDING

Today, we utilized gate 1, which is somewhat obscured at the rear, necessitating our passage through gate 4, a relatively small space. As a Qatar Airways flight was departing from that gate, I was compelled to navigate through the crowd to reach our designated gate. The design of this gate area is suboptimal, and I find it surprising that it is assigned to premium airlines; it seems more fitting for carriers such as Jetstar.

SEAT

Today, I am seated in 10A. The first eight rows provide a pitch of 83 cm, while row 9 offers a pitch of 81 cm. From row 10 onwards, the pitch decreases to 76 cm. Beginning with row 18, the pitch further reduces to 74 cm; however, the right side of the cabin maintains a pitch of 76 cm, which I presume is due to the configuration of the lavatories. While I did not occupy the least desirable seat on the aircraft, it is certainly not the most favorable either. The initial nine rows are likely reserved for elite members, necessitating an additional fee of $25 for others wishing to secure those seats.

Each seat is equipped with an in-flight entertainment (IFE) screen. Beneath the screen, passengers will find a headphone jack, as well as both USB-A and USB-C sockets. The size of the screen is adequate for Economy class, and being a relatively new aircraft, it features a responsive and clear display, although it can be somewhat reflective, making visibility challenging when the window shades are raised. Additionally, a sliding tray table is provided for convenience. There are two seat pockets available: one larger and one slightly smaller, suitable for storing items such as phones and tablets. Beyond these features, there is little else to the seat.

During the boarding process, each seat is equipped with a pair of earphones, which are labeled as “premium earbuds” on the packaging. Passengers are permitted to take these earbuds home. However, I remain uncertain about their quality, as the in-flight entertainment system may not provide an optimal environment for assessing earphone performance, particularly since my phone lacks an auxiliary port for testing purposes.

FLIGHT

We embarked at 2:45 PM, 25 minutes behind the scheduled time. Pushback commenced at 3:05 PM, resulting in a total delay of 45 minutes. The captain communicated that this delay was necessitated by the need to change the aircraft’s tire, an issue that ideally should have been anticipated or communicated to us earlier, as the information board failed to indicate the delay, and I did not receive any push notification.

Shortly after departure, the special request meals were served, while other meals took significantly longer to be delivered. I received a VGML order which included rice with curry as the main dish; however, the curry was rather spicy. It raises concerns regarding the inclination of airlines to serve spicy foods on board, as individual tolerance to spiciness varies, making such dishes potentially inappropriate for all passengers. This mirrors my previous experience with Fiji Airways, where I similarly found the meal options lacking in customization. I reiterate the importance of offering meals that can be tailored to individual preferences, particularly in terms of spiciness. It would be more prudent for the base dishes to avoid spiciness, allowing passengers the option to enhance their meals with side condiments, such as chili, to cater to their own tolerance levels. In addition to the main dish, the meal included a side of quinoa, a bread roll, and a vegan cheesecake topped with summer fruit sauce. Overall, the meal was mediocre, and the excessive spiciness of the curry detracted from the dining experience.

After the distribution of the meals, refreshments were subsequently provided; however, it took an extended duration of approximately two hours for the crew to retrieve the tray. As a result, I was left with the tray in front of me for an hour and a half. Thankfully, the middle seat was unoccupied, allowing me to relocate the tray there, thus affording me additional space to ensure my comfort. I believe there is room for improvement in the efficiency of this process, as it would facilitate passengers in managing their activities throughout the remainder of the flight. Additionally, I noted that the tray table for the middle seat was rather unclean, which raised concerns regarding its condition. It remains unclear whether this was due to a child utilizing it as a coloring surface or if it had not been properly sanitized, despite the fact that our in-flight entertainment screens and other amenities appeared to have been cleaned adequately.

Complimentary Wi-Fi is available on this aircraft, and while it operates satisfactorily, it is somewhat slower than expected; for instance, uploading an Instagram story required a minute or two for completion. Nonetheless, all other functionalities performed as anticipated.

My chosen film for the flight was the documentary about Christopher Reeve. I had considered watching it in the cinema but was unaware that it had already been released. The documentary was undeniably inspiring, moving, and well-produced. If you tend to be emotionally sensitive, this may not be the ideal film choice for a flight, as you might find yourself in tears during the journey. 🥲👀

COST

There have been notable changes to the fare structure over the past year. Previously, the fare options were unbundled, with a basic “seat only” fare that included a carry-on but did not offer meals or entertainment. This has now evolved, with the lowest fare now being the “seat” fare, which still excludes checked luggage but provides snacks and entertainment. The second tier is referred to as “The Works,” which includes a checked bag, a meal, and complimentary seat selection, excluding extra legroom seats. The final option available is “Works Flexi,” which mirrors “The Works” in benefits but adds the flexibility to change or cancel the flight. This option is particularly appealing to politicians and corporate travelers who often encounter changes in their schedules.

During my search for a flight over several weeks, I was on the verge of booking one day, deciding to delay my decision until later that day. Upon refreshing the page, I noticed a sudden drop in the price for an afternoon flight, typically the most expensive option. I promptly booked the flight, and shortly thereafter, the price reverted to its previous higher rate. I ultimately paid $241 for a one-way flight under the “The Works” fare. As my departure date approached, I decided to add an extra checked bag due to the uncertain duration of my trip and the necessity to bring additional items. This additional checked luggage incurred a charge of $95, which I found to be quite high. However, given the circumstances, I opted to utilize my airpoints for this purchase.

I encountered some complications when attempting to use my airpoints for the additional luggage acquisition, necessitating contact through the live chat function. Unfortunately, there was an error resulting in a double charge, which I discovered upon reviewing my statement shortly after the purchase. Following my subsequent inquiry, the airline rectified the error. While such mistakes may appear trivial, they are nonetheless unacceptable, as I could have inadvertently paid for two pieces of luggage had I not checked my statement promptly.

CONCLUSION

Starting with the check-in process, it was entirely self-service, which is acceptable for me; however, for those who may not be adept with technology, ample staff are available to offer assistance, which is commendable.

The experience in the Strata Lounge was mixed. The food options were superior to those found in other lounges at Auckland Airport, namely Air NZ and Qantas. Nevertheless, it is disappointing that some staff members do not exhibit a customer-centric approach, particularly given that their specific role involves assisting customers during check-in, making them the first—and possibly only—point of contact while utilizing the lounge.

Regarding the flight delay, I believe that Air NZ could have improved their communication with passengers and ensured that the information displayed on the information board was accurate. I witnessed instances of individuals rushing to the gate upon seeing a “final call” indication on the board, despite the boarding process not having commenced yet.

The seat padding is relatively thin, which I understand is common across newer fleets; however, they are not particularly comfortable for long flights. After just 30 minutes of sitting, I began to experience some discomfort. Fortunately, I had an empty middle seat, which allowed me to shift positions for added comfort.

The in-flight entertainment (IFE) offerings were satisfactory and should adequately occupy passengers during a long-haul flight, particularly as Air NZ operates routes as far as JFK, which lasts 17 hours. However, the selection of TV series can be inconsistent, as many of the available options are from random seasons. Therefore, should one be starting a series, they may find themselves beginning with season 7 or 10, which is not an ideal entry point.

The food options also left much to be desired, particularly as I was unable to consume the provided curry; while the remainder of the meal was acceptable, it did not rise to the level of being called amazing or commendable. Additionally, the service was rather slow, leading to a two-hour wait before the trays were collected, whereas I received mine less than 30 minutes after takeoff. Even in fine dining contexts, such delays would be considered excessive.

The attitude of the staff was acceptable; there was neither cause for complaint nor commendation, which I suppose reflects typical service expectations for an uneventful flight, with the exception of the delay.

I believe that Air NZ has ample opportunities to enhance various aspects of their operations, whether through improving communication or serving meals that are more broadly appealing to their clientele.