Thread by @nonnynz

Let’s talk @FlyAirNZ and MCT (minimum connection time).

MCT is the determined amount of time an able-bodied passenger needs to make a connecting flight.

Sometimes, for some passengers, the MCT is inadequate.

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Say you’re flying Wellington to Vancouver. When you book with @FlyAirNZ, your ticket automatically includes an Auckland connection as short as possible while meeting MCT.

This may be as little as 80 mins. Not 80 mins from gate to gate, but 80 mins from gate to takeoff.

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If you’ve done this connection, you probably know that even under optimal conditions it can be tight. That’s assuming your flight lands on time, the unreliable terminal shuttle plays nice, or you can hustle on foot between terminals, and security isn’t crowded.

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Now imagine you or a travelling companion has a disability, medical condition, or any other reason that necessitates extra time. The MCT might set you up for failure.

What if I told you @FlyAirNZ demands a fee for changing this? Does that sound like discrimination to you?

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It’s not possible to book online and increase the connection time by an hour, either through the default booking process or through the multi-stop booking tool.

You have to call @FlyAirNZ to make this change, and when you do, they’ll try to make you pay.

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If you’re persistent and willing to suffer the indignity, you might eventually get a supervisor to waive the fee as a “one-off gesture”. Perhaps the staff will erroneously instruct you to use the multi-stop booking tool to do something it can’t.

Your mileage may vary.

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Discussing this with @FlyAirNZ relies on a complaints process that feels systemically broken by design, incompetence, or indifference.

Friction is immediate: the phone number is a non-toll-free voicemail service, and the online form can’t be completed on iOS.

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By phone, email and Twitter, I’ve received a hodgepodge of conflicting advice, canned apologies, and stonewalling.

There appears to be no coherent policy, and I’ve failed to achieve meaningful dialogue.

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I’m not sure if this will interest the Human Rights Commission, Commerce Commission, or media. My gut tells me it’s discriminatory and unfair, and I’ve put up with it for years, so I’ll have to try.

What’s your opinion? If you have any suggestions or advice, let me know.

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