The constant of change

Now the airline has taken that centre, which has had several homes since, to a new high with the opening of the Customer Innovation and Collaboration Centre, which according to the airline’s CEO Christopher Luxon, will be also a focal point to bring to life the best of Kiwi ingenuity.

“We are going to make it available as a venue for other like-minded Kiwi businesses to use,” Luxon said at the November launch.

Located across the road from Air New Zealand’s headquarters, it is also a centre of excellence for the airline. The airline’s passion and commitment to the centre is underscored by the fact the airline has the only 787-9 cabin mockup outside Seattle to experiment with ideas and layouts.

Luxon unveiled the centre at the announcement of the airline’s interior and first route for its 787.

“Our new Customer Innovation and Collaboration Centre will give us a venue to showcase the onboard experience before the world’s first 787‑9 to enter commercial service joins our fleet in the middle of next year. ” Luxon confirmed the concepts that launched such innovation as the Skycouch will continue at the Customer Innovation and Collaboration Centre. “It will be hub for further innovations from Air New Zealand.

“We are determined to deliver step changes in customer experience and to work with our trade partners to crack business issues and seize opportunities together. ” Contrails was the first media to see inside the original warehouse late in 2009 to see the Skycouch. Since then the Skycouch has certainly made its mark, but Contrails observed plenty more great ideas still to be fully developed.

A confidentiality agreement keeps those under wraps.

In fact we were amazed at the ideas and then equally amazed that more airlines have not adopted the same strategy.

The Customer Innovation and Collaboration Centre is just that – a focal point for innovation and collaboration. Simply setting it up gives employees a focus on innovation and is an outlet for creativity.

It is also a statement of intent.

Innovation and change are two constants in the airline industry and clearly Air New Zealand is at the cutting edge. It is constantly raising the bar and many of its competitors are bewildered by its creativity, which in many cases comes from staff, which can clearly see management’s intent.

We are determined to bring step changes in customer experience. . .

And it now has the financial and customer service results to prove what innovation can bring to the bottom line.

The Skycouch and the premium economy Space Seat, also a Kiwi invention, were pivotal in the airline posting a 156 per cent leap in profits earlier this year.

Air NZ chairman John Palmer said the result placed Air New Zealand among the best performing airlines globally.

And there is more to come he says. “Our expectation is that next year we will improve on the result that we have announced today. ” 2014 is going to be a big year for the airline with the launch of 787-9 services in October. It will take delivery of three 787-9s during 2014, and over the next three years 21 new aircraft – 787-9s, 777‑300ERs, A320s and ATR 72s – which will see the airline’s remaining 747-400s, 767‑300ERS and 737-300s retired.

Shortly it will have one of the world’s most modern fleets fitted with multi award-winning interiors that give passengers more choice than any other airline.

Innovation equals blue skies.