Air New Zealand services operated by Hi Fly

As a result of the sooner than previously required maintenance on some Rolls Royce Trent 1000 engines in the airline’s Boeing 787-9 fleet, Air New Zealand has entered into short term leases with European based company Hi Fly.

If you are travelling on one of the leased aircraft, you will likely notice a difference in the products and service style you’re used to and, of course, these won’t have the familiar koru on the tail. These flights will be operated by Hi Fly crew and pilots as our people are not trained to operate the A340 aircraft. Hi Fly is well regarded in the airline industry.

Please be assured we are doing our best to ensure customers will feel at home during their journey, including having some Air New Zealand crew assisting the Hi Fly staff on board.

The following will provide you with details of the flights that will be operated by these leased aircraft including your options should you choose not to travel as planned.

Please note Auckland - Perth, which was utilising an A330 Hi Fly aircraft, is now being serviced by a higher specification A340 Hi Fly aircraft which we believe will better suit our customer's needs.


What flights will be operated by HiFly?
 
NZ 101

From

: Auckland

To

: Sydney

Aircraft

: Airbus A340

Frequency

: Daily

Effective from

: Friday 15 December 2017

Until when

: Thursday 8 March 2018

 
NZ 102

From

: Sydney

To

: Auckland

Aircraft

: Airbus A340

Frequency

: Daily

Effective from

: Friday 15 December 2017

Until when

: Thursday 8 March 2018

 
NZ 105

From

: Auckland

To

: Sydney

Aircraft

: Airbus A340

Frequency

: Daily

Effective from

: Friday 15 December 2017

Until when

: Thursday 8 March 2018

 
NZ 108

From

: Sydney

To

: Auckland

Aircraft

: Airbus A340

Frequency

: Daily

Effective from

: Friday 15 December 2017

Until when

: Thursday 8 March 2018

 
NZ 175

From

: Auckland

To

: Perth

Aircraft

: Airbus A340

Frequency

: Daily

Effective from

: Saturday 16 December 2017

Until when

: Friday 23 February 2018

 
NZ 176

From

: Perth

To

: Auckland

Aircraft

: Airbus A340

Frequency

: Daily

Effective from

: Saturday 16 December 2017

Until when

: Friday 23 February 2018

Aircraft seating configuration differences
 
Business Class

18 Seats

12 Seats

24 Seats

 
Premium Economy

21 Seats

42 Seats

n/a

 
Economy

263 Seats

213 Seats

267 Seats


I know nothing about this, why was I not told this at time of booking? 
We were planning to operate this service with a Boeing 787-9 aircraft. However, unscheduled maintenance requirements for some of the Trent 1000 engines which are fitted to our 787-9 fleet has unfortunately meant the aircraft that was originally scheduled to operate your flight is now unavailable.

In order to minimise disruption to our customers and ensure we can get you to your destination, we have leased two aircraft on a short-term basis from a company called Hi Fly. We have reached out to all customers who we have contact information for in their booking and have done so with as much notice as possible, to let them know about the aircraft change.

I don’t want to travel on this aircraft so what are my options? 
If you do not wish to travel on this aircraft you can change to another Air New Zealand operated service and may do so at no penalty or fare cost within 7 days of your original travel plans. You will need to book in the same cabin class as originally purchased. For travel in a higher cabin class additional charges will apply. If you no longer wish to travel because of the flight being operated by Hi Fly you may opt for a full refund without penalty regardless of fare rules. Please contact your original booking agent.

I pre-booked a seat, is that still guaranteed?
These aircraft have different cabin and seating configurations to Air New Zealand’s fleet. We will endeavour to provide a like-for-like seat where possible (including exit row, aisle and window seats). However, where this isn’t available, customers will be eligible for a full refund of their pre-paid seating.

I booked Skycouch – will that still be available? (only applicable to Perth flights)
Skycouch is a product unique to Air New Zealand so unfortunately this product will not be available on the Hi Fly aircraft. Customers who have booked a Skycouch will be eligible for a full refund for the Skycouch product.

Why can’t I Seat Select on these flights?
Given the differences in the cabin layout between Air New Zealand and Hi Fly aircraft we have removed the ability to Seat Select on flights operated by the Hi Fly aircraft. We apologise for any inconvenience. For customers who have pre-paid for specific seats we will do our best to provide a like-for-like seat where possible. Where this isn’t available, customers will be eligible for a full refund of their pre-paid seating.

What are the baggage allowances? 
There are no changes to the baggage allowances for customers travelling on Hi Fly aircraft.

What are the food and beverage offerings? 
All customers will be offered inflight meals and a full beverage service irrespective of the fare purchased. Please note, due to the different galley configurations on the leased aircraft the meal service will differ to what our customers would usually experience on Air New Zealand operated flights.

Will I still get the meal I requested? 
All customers will be offered inflight meals and a full beverage service irrespective of the fare purchased. Please note, due to the different galley configurations on the leased aircraft the meal service will differ to what our customers would usually experience on Air New Zealand operated flights.

For customers travelling Auckland–Sydney return who have requested Special Meals, unfortunately we are not able to honour all requests on the Hi Fly services. In Business Premier and Premium Economy we will be able to offer vegetarian (VLML), gluten free (GFML) and children’s meals. Unfortunately no special meals will be available in Economy, although one of the food options will cater for vegetarians.

On the Auckland–Perth services we will be able to offer our normal Air New Zealand meal. All Economy customers will receive a meal, and all Business Premier customers will receive our premium meal offering. All Special Meals will be available on these Auckland–Perth services.

Can I book a special meal? 
If you are travelling Auckland–Sydney return, in Business Premier and Premium Economy we will be able to offer vegetarian (VLML), gluten free (GFML) and children’s meals. Unfortunately no special meals will be available in Economy, although one of the food options will cater for vegetarians.

All Special Meals will be available on Auckland–Perth services.

Is there inflight entertainment on board? 

There is seat-back entertainment on board for all customers, however, this is different from the entertainment that is offered on Air New Zealand aircraft.

For flights between Auckland and Sydney, the content selection is limited and is not on demand, therefore customers may wish to bring their own reading material and/or fully charged personal electronic device. Please note, there is no in-seat power available on this aircraft.

For flights between Auckland and Perth, seat-back entertainment will be available for all customers. The content selection will be different to that offered on Air New Zealand aircraft, therefore, customers may wish to bring their own reading material and/or fully charged personal electronic device. If travelling with children you may want to consider bringing additional books or games onboard. Please note, there is no in-seat power available on this aircraft.

Why can’t I book Seat or Seat + Bag on these flights?
Going forward we are only offering the Works in Economy as everyone will be provided with a meal. Seat and Seat + Bag will not be available on Hi Fly operated flights.

I booked Seat and Bag only – do I have to pay for the meal you’re giving me?
Customers who bought a Seat or Seat + Bag fare prior to the change of aircraft type will receive a meal free of charge.

Can I check in online? 
Online check-in via desktop or mobile phones is not currently available for these flights. This may mean longer than usual check-in processes for some of our customers.

We are currently investigating whether online check functionality can be introduced for these services. If this becomes available customers will be sent the standard notification that online check-in is available.

Will we be able to check in via the kiosks at the airport? 
Kiosk and counter check-in is available as normal for the Hi Fly flights.

Can I still see flight details on my Air New Zealand mobile app? 
Yes, there is no change to what you will see in the mobile app other than it should show that the flight is operated by Hi Fly.

Will these flights still have the same flight number?
Yes, these flights will keep the original Air New Zealand flight numbers.

Will you still be providing loyalty upgrades? 
Unfortunately we won’t be able to take any further One-up or Loyalty Upgrade requests on the Hi Fly operated flights. Any current requests will be reviewed and you will be informed of the success of these via normal channels.

My child is travelling on one of these flights – what is the process?
Unaccompanied minors will travel as normal using the Air New Zealand Air Band system. Both Air New Zealand and Hi Fly crew members will be on board the flight to assist your child as required.

I need wheelchair assistance – will this still be available?
Yes wheelchair assistance will still be available. Because of operational processes only three customers using wheelchairs (WCHC) can be carried per flight operated by Hi Fly. Additional customers will be transferred to another Air New Zealand operated service.

Unfortunately there are no medical power outlets on board the Hi Fly aircraft – customers who require the use of supplementary oxygen (Avia Pulse or Oxygen Concentrator) will need to travel on an Air New Zealand operated service.

I’m pregnant, do I need to do anything different?
Hi Fly has different operating procedures to Air New Zealand, which may mean you need medical clearance to travel earlier than you would if travelling on an Air New Zealand aircraft. Customers should contact us at specialhandling@airnz.co.nz  if they will be 28 weeks pregnant or more at the time of flying.

Can service animals go on these flights?
Guide dogs are allowed on the flights but must be muzzled.

Is this aircraft safe – I’ve never heard of Hi Fly before? 
Air New Zealand takes the safety of our customers, our people and our aircraft extremely seriously, whether travelling on our own operated aircraft or that of any other carrier that we have a partnership with. Our Operational Integrity and Engineering teams have been involved in sourcing these lease aircraft right through to their entry into service. Hi Fly is a highly regarded European leasing company with a very good safety record.

How long will Air New Zealand be leasing this aircraft? 
At this stage the lease agreement will be in place over the holiday period to make sure our customers are able to travel to their chosen destinations over this busy time.

Who are the crew operating the aircraft? Where is Hi Fly from?
The pilots and flight attendants are employed by Hi Fly – a reputable European-based leasing company. Air New Zealand cabin crew will be on board the flight as extra hands to assist customers where required, but as they are not certified to operate this particular aircraft type they are not able to wear their Air New Zealand cabin crew uniform. However, you will still be able to recognise them by their black Koru shirt.

Will you still be offering opportunities to apply to for an upgrade?

Unfortunately we won’t be able to take any further One-up requests on the Hi Fly operated flights. Any current requests will be reviewed and you will be informed of the success of these via normal channels.

Airpoints Elite, Gold and Silver members are still able to apply their Recognition Upgrades on these flights through the normal channels, however these will only be assessed at the airport on the day of travel.

It’s important to highlight that the cabin and seating configurations on board Hi Fly’s aircraft are different to that on Air New Zealand.

Contact Us:

Our Contact Centre is available 24/7 on these numbers should you require assistance

NZ 0800 737 000

AU 13 24 76

UK 0800 028 4149

US 1800 262 1234

CA 1866 351 9528

Other countries and for TTY assistance