AUCKLAND- As part of its continuous dedication to enhancing the customer journey, Air New Zealand (NZ) has unveiled the revamped premium check-in area at Auckland International Airport (AKL), which has been officially reopened this week.
The area has undergone a complete redesign to provide an improved premium travel experience right from the moment customers enter.
Air New Zealand New Check-in
Leanne Geraghty, Chief Customer and Sales Officer at Air New Zealand expressed her delight in opening the new space, emphasizing that customer feedback on the previous premium check-in experience had indicated room for a more seamless process.
‘We consistently pay close attention to customer feedback and actively seek ways to enhance their experience at each interaction point throughout their journey. Following the damage caused by the January floods, we took the opportunity to completely reconfigure the space, creating a more customer-friendly layout and introducing new, refreshed finishes.’
The new design incorporates graceful timber curves that mimic the fluid motion of a bird’s wing, serving as visual cues to guide customers through the check-in process.
The folded ceiling battens, which resemble a stylized nest pattern, also contribute to acoustic comfort. Illuminated feather motifs hidden between the carved timber screen slats are revealed over time, adding an element of discovery.
To enhance the ambiance of the space, a living wall replicating the forest floor of the Waitakere Ranges has been integrated, complemented by natural stone and timber finishes.
The area is further enlivened by a 12-meter digital wall showcasing bespoke art and music, creating a warm and tactile environment.
Concierge-style desks offer customers a comfortable space to interact with customer service agents, while the popular self-service kiosks and updated bag-drop technology ensure efficiency and convenience.
Improved Services
“We’ve received wonderful feedback that the revamped space now feels more spacious, offering customers an improved transition from the check-in kiosks to the bag drop. The new color schemes and textures also create a sense of tranquility, making it a delightful way to commence a trip abroad,” remarks Leanne.
The revitalized premium check-in area marks the beginning of a fresh appearance and ambiance for Air New Zealand’s physical environments, showcasing the distinctive diversity, vibrancy, and character of Aotearoa.
“We aim to let people experience the essence of Aotearoa at every touchpoint during their journey with us. Design elements from this space will eventually be integrated into our other customer interaction areas, including lounges, check-in facilities, and aircraft,” adds Leanne.
The premium check-in service offers frequent flyers, Koru members, and premium cabin passengers an exclusive space to kickstart their journey, enabling them to check in and drop off their luggage efficiently with minimal wait times.
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