Everyone needs a good competitor to bring out the best in them. The problem in aviation has always been that Richard Branson has led everyone round by the nose, for the longest time. That’s about to change. Innovations, technological and cultural are helping shape Air New Zealand into a leader and influencer in the aviation industry. The thought processes and company culture coming together in such a way as to make even Steve Jobs jealous.
The airport experience with iNZ has had a dramatic makeover, with the onus on technology to free people and help improve the customer experience. This is of course the absolute best reason for technology improvements, not just to act as a replacement for people.
You have to believe that some Apple geeks got delayed at the airport and to while away the time they decided to redesign the latest self check in kiosks available to iNZ passengers. How else to explain the funky design curves and exceptional usability? For a disaster recovery program they have the ability to wheel out check in counters to be operational in 10 minutes to take on face to face check in if needed.
Of the many, my two favourite additions to the airport experience were a small nod to collective group thinking. The first being a “beltway concierge” (my description), where a staff member is available for people collecting their bags from the beltway and being able to help in all situations just like a good hotel concierge. The second gets my “blinding flash of the obvious” award for its simplicity and effectiveness. When I shop (stop laughing) I know exactly what and where my groceries are on the checkout belt because they are bookended by the ubiquitous plastic chock. So why not do the same on the baggage belt and have a bright coloured chock announcing the first bag and another when the last bag has been off loaded? There should never ever, be a reason to stand in suffering silence praying that one more bag will come out of the chute.
The Kiwis have always been innovators on the water along with winning the occasional rugby match. So thankfully the airline used some sailing concepts to help with their design and storage innovations as opposed to the front row. What they have accomplished for their new look long haul interior will be the bench mark for other airlines.
So along I went to “Hangar 9” to view the future of aviation travel. A non descript warehouse sided by a carpet shop and a café. With a little bit of the X Files thrown in I was ushered into design heaven for aviation purists. It looked more like something that Spielberg or Peter Jackson would use for their next science fiction classic with storey boards and models strewn about the place but all the time focusing on pragmatic design innovations to make the end user, you, want to continue their travelling experience.
It's interesting that even though iNZ has scraped First class, they still ended up with a three class configuration consisting of the new economy Sky Couch (cuddle class), Premium economy and a Business class that is all you would ever need on a long haul. The Sky Couch and Premium economy innovations (pictured below) will revolutionise future thinking in cabin design and I don’t think iNZ are finished yet. Along with the on board concierge service and great produce cooked to your liking, there are so many innovations that every nook and cranny (technical talk) is filled with new discoveries.
Rob Fyfe is surely channeling his inner Steve Jobs all the while having the most fun of any airline CEO in the industry.
Richard is surely looking over his shoulder.
P.S. Rob I wouldn’t totally discount the bunk bed idea.
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