A third of flights fail the time test

Calls have been made for the Government to require all domestic flights to take off within 10 minutes of the scheduled time. Photo / Glenn Jeffrey

The arrival of Jetstar in New Zealand increased competition and choice in the domestic air travel market. The budget airline was the subject of harsh criticism and admitted having "teething problems" soon after it started flying in June this year.

The Herald decided to put the country's three domestic airlines - Air New Zealand, Pacific Blue and Jetstar - to the test in a survey tracking their flights over two days in September.

Almost one in three domestic flights in New Zealand is delayed, the survey revealed.

The unscientific survey, which monitored 580 flights over two weekdays, showed that 178 flights - 30.7 per cent - were delayed and five were cancelled.

To compare the airlines fairly, we used data from only the main centre routes and found Air New Zealand to be the country's top airline with 84 per cent of flights on time.

Several of its flights were early, running up to 10 minutes earlier than expected.

Pacific Blue was second, with 70.8 per cent of its 24 flights on time.

Jetstar was last, with 61.5 per cent of 39 flights observed on time.

Pacific Blue and Jetstar say they use international standards when they consider 15 minutes a delay - as opposed to the 10 minutes Air New Zealand considers a delay, and which the Herald has also chosen to use.

The airlines also say the technology they use to monitor flight times, rather than the information the Herald used, is what they use to measure on-time performance.

But we used the information on which passengers rely - the screens that show the expected and actual arrival and departure times - which revealed inconsistencies in each airline's data.

Pacific Blue spokesman Phil Boeyen said the airline's data showed just five delays of 15 minutes or more.

Mr Boeyen said two days was a small sample and the monthly figures the airline issued publicly provided a more balanced view. Mr Boeyen said Pacific Blue's August data showed an on-time performance of more than 96 per cent, which was "excellent".

Jetstar spokeswoman Simone Pregellio said the only way to accurately measure on-time performance was using a computerised system that captured the exact arrival and departure time.

She said the Herald's results could be misleading.

Jetstar's data showed just three flights arriving more than 15 minutes late, and one was because of tarmac congestion and outside of the airline's control, she said.

"The screens in the terminal are updated by our ground handling staff ... and are an information tool for our passengers in the terminal. They are not a tool for measuring on-time performance.

"We are committed to operating an on-time airline for the benefit of the New Zealand travelling public, and are pleased with our performance, just three months since we commenced services. However, it is an area we constantly focus on as a business and look for continual improvements."

Air New Zealand spokeswoman Tracy Mills said the company welcomed the survey and renewed the airline's calls for the Government to set performance standards for all domestic flights at 10 minutes.

Air New Zealand's data also showed fewer delays than the Herald's and the airline was at a loss to explain the difference.

The airline's latest on-time performance statistics, for August, showed 89.4 per cent of domestic flights departed within 10 minutes of their scheduled departure time.

Consumer NZ testing manager Hamish Wilson said all three airlines had performed well - particularly because a storm on the first day of the survey delayed several flights, as aircraft could not be refuelled because of the risk of lightning-strike.

Mr Wilson said Consumer NZ had not surveyed New Zealand airlines.

He said it was interesting that the airlines' data contradicted the Herald's but he said our information was relevant because it focused on the customer experience.

"This is not an easy country to run an airline in," he said.

"The fact that we're relatively hilly and a little island stuck out in the middle of a lot of ocean means that we have temperamental weather. Particularly on the weather-affected day, I think they did pretty well - all of them. Overall, it's not too bad really."

Some passengers were annoyed by flight delays, but most spoken to by the Herald had a laidback attitude.

Many said they allowed for minor delays when they planned their trips and were not bothered when they occurred.

Leon Smith was travelling on an Air New Zealand flight delayed because of lightning and said he was not put out by being late.

"I'd rather be safer than arrive on time." Auckland woman Helena Miles was on a delayed Air New Zealand flight but also wasn't bothered.

Flights were "usually a couple of minutes late" and she took that into account when arranging transport, she said.

Auckland man Mark Olly was slightly bothered by the delay in his flight because he had a meeting to go to.

Corporate Cabs operator Barry Perkins said delays were common, but "customers are generally philosophical. I don't see much stress and anger".

Not everyone shared this view.

A businessman who had arrived on an Air New Zealand flight was overheard saying: "Air New Zealand are shocking. Always bloody running late."

* Notes on flight delays table:
- For a fair comparison this table shows flights between main routes only. Auckland, Wellington, Christchurch, Dunedin and Queenstown.

- Survey was conducted using flight information as it appeared on the arrivals/depatures screen at Auckland Airport during September 29 and 30, 2009. between 6am and 11pm.

* Reporting team: Beck Vass, Phoebe Falconer, Jolene Williams, Sophie Huber and Aimee Shadbolt

- NZ HERALD STAFF