While Air NZ passengers on a direct Auckland-to-New York flight get to sit back and enjoy the service and entertainment, there’s a lot going on ‘backstage’ for the crew. Grant Bradley takes a look at the secret workings of a long-haul flight to the Big Apple.
At 39,000ft over the Pacific, Air New Zealand cabin deputy service manager Henner Battenhaussen explains why the airline’s longest flight is also the most sought after by crew.
The airline has acknowledged that with its dated product in its Business Premier cabin (soon to be completely overhauled), the crew do the extra “heavy lifting” to help justify the high cost of business-class tickets.
“Everybody wants to do the New York route,” he says.
“It’s such a fascinating city and while the flight is very long, it’s often less packed and more relaxed.”
Almost 100 of the 270 seats can be empty, especially on the return journey to Auckland because planes can face strong headwinds and have to cut weight to make the non-stop flight.
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The ultra-long flights have other benefits.
“We have lots of time on the aircraft to connect with the customers as well, whereas with the shorter flights sometimes it’s a real rush,” says Battenhaussen.
There are 10 cabin crew aboard NZ2 – the flight to New York – and while the Business Premier cabin is full, there are empty seats further back in the plane.
For him, being a flight attendant is a dream job and something he fell into later in life.
He worked in aged care for 14 years before joining the airline in 2018. After a brief hiatus during the Covid-19 pandemic –working at Bunnings – he returned to the skies in early 2022.
Working the New York flights
Rosters are drawn up about a month in advance and crew can request the New York flight, popular not only for the destination and what can be a more relaxed shift, but because of the opportunity to earn extra flying pay, expenses and more time off.
Crew are also picked up and transported to the airport at each end. Battenhaussen runs through the day of flight.
On flight day, crew meet at the gate an hour before departure, undergo security and first aid checks, and prepare the aircraft.
The Dreamliner cabin set-up involves meticulous attention to detail: ensuring catering is in order, checking special meals, and checking safety equipment like oxygen bottles and first aid kits.
Boarding, however, is one of the most critical and stressful parts of the job.
“It’s a nightmare for most flight attendants,” he says.
Seat issues and tight turnaround times where the clock is ticking add extra pressure to an on-time departure.
“We want to get the aircraft away on time – otherwise people miss their connections at the other end and we don’t want that. Passengers don’t appreciate that," he says.
“Then we need to go and do this safety video, stand in our positions afterwards then sit down [for taxiing and take-off]”.
On the New York flight, three crew are allocated to Business Premier, two to Premium Economy and five to Economy.
Those in the business section do a week’s dedicated training for the role; Battenhaussen says some of his colleagues covet the role and others are happy to remain in the back of the plane.
“The moment we get up in the air, we start to turn the ovens on, do a water run and start to hand out the special meals as soon as they are cooked.”
Service in Economy is split between meal times. The A service for dinner will start at one end of the cabin and the B service for breakfast start at the other end for fairness – helping ensure no one misses their meal preferences.
Crew balance service duties with passenger safety, every 15 to 20 minutes inspecting the cabin to offer water and enforce safety regulations such as ensuring nobody is lying in the aisles. “We also check the toilets, not only to make sure they’re clean, but to make sure people don’t smoke there and do naughty things.”
Ultra-long-haul New York flights of up to 18 hours require strategic rest periods for the crew.
Divided into teams, they rotate through breaks – up to three hours for the first rest, followed by a shorter second break.
“We need to be refreshed to set up for breakfast and be available for passengers,” he says. They rest in a space in the ceiling towards the rear of the plane. There’s room for six to lie flat on basic bunk-style beds and space is tight.
Key to making the flight special for passengers is to be as generous as possible with food and drink.
“For some passengers, it’s their first or only time flying and they’ve spent thousands to get to New York. It’s important to be positive and make their journey special.”
The most common request on the New York flight is for water. On other flights such as those to Bali, there’s a far higher demand for alcohol. Air travel and excess alcohol are a bad combination.
“We do get that, but we try to nip that in the bud. Air New Zealand is quite strict and we get training to deal with that.”
Coming in to land is another key phase. About half an hour before touchdown crew collect rubbish, SkyCouch fittings and hand out lollies. They may farewell elite flyers. They also must visually check seatbelts are fastened, seats are upright and window shades up (this allows crew and passengers to assess the outside environment in case of emergencies).
At 10,000ft crew must be seated and go through a mental checklist, including being “situationally aware”, reminding themselves of the safety features of the aircraft and assessing potential threats.
After passengers disembark they get galleys and cabins as tidy as possible for cleaners.
A New York duty means at least two nights on the ground in a hotel near Central Park. While some explore the city’s sights, others prioritise rest to prepare for the return leg.
“At the end of the day, we’re there to be in good shape for the flight back,” says Battenhaussen.
View from the flight deck
Air New Zealand’s New York-to-Auckland route aboard the Dreamliner is one of the airline’s most demanding flights.
With a flight time of 17 or 18 hours during the winter months, it covers varied terrain, complex airspace and challenging weather conditions.
Captain Chris McKenzie says pilots are required to meet strict rest requirements.
“We must be in town for at least 48 hours before starting the tour of duty,” he says.
These requirements ensure pilots are well rested and ready for the physical and mental demands of the flight.
Pilots review detailed flight plans for the 787-9 that include standard routes, alternate options and contingency plans. For the New York-to-Auckland leg, factors like seasonal winds significantly influence operations.
In winter, the polar jet streams can make the return leg particularly challenging, necessitating reduced passenger loads to optimise aircraft performance. While in summer the aircraft can carry full loads (including fresh food in the belly of the plane), winter operations reduce this to 180 to account for headwinds and fuel efficiency.
Taxiing at New York’s JFK International Airport is an art in itself. The airfield is one of the busiest in the world, in the region with other busy airports LaGuardia, Teterboro and Newark, and there are tight timeframes to get airborne.
“It’s probably the hardest part,” McKenzie says.
Pilots rely on precise communication and constant vigilance during this phase.
“The pilot flying focuses solely on taxiing, while the rest of the crew double-checks radio calls and routing instructions,” he says.
A typical airfield taxi can take 20-30 minutes depending on air traffic. Departure controllers carefully manage deconfliction, ensuring integration of flights into busy flight paths.
Once airborne, the Dreamliner typically makes an arching left turn to climb above 12,000ft and clear LaGuardia before heading towards Chicago.
The pre-Christmas NZ1 flight crossed the Rockies, where turbulence and terrain require constant monitoring.
“We always have escape routes planned, whether back to Denver, San Francisco, or Los Angeles, especially when flying over 18,000-foot mountain ranges,” McKenzie explains.
Managing pilot fatigue is crucial. Air New Zealand’s pilots follow rest schedules developed in collaboration with Massey University to ensure optimal alertness.
The flight operates with two teams of a pair of pilots: a flying crew and a relief crew.
Each team alternate between four-hour rest periods and active duty on the flight deck. The two bunks on board the Dreamliner allow for flat sleeping positions, helping pilots recharge despite occasional turbulence.
“We prioritise the flying crew’s rest to ensure they’re at their best for landing,” McKenzie notes.
Weather is a constant variable. The flight crosses the Intertropical Convergence Zone (ITCZ) near the equator, known for turbulence where jet streams converge.
“At the eight-hour mark, we brief the cabin crew to prepare for potential turbulence and remain seated,” McKenzie says.
From there, the route often passes over Tahiti and Rarotonga before approaching Auckland. Jet streams in the Pacific can shift the route towards Honolulu, depending on wind patterns.
Fuel planning is another critical aspect. For the New York-to-Auckland leg, the aircraft typically carries almost 100 tons of fuel, with reserves for diversions and holding patterns.
Captain Sarah McIlroy runs over the fuel requirements shortly before boarding – when final aircraft weight is confirmed.
“Tonight, we’ll take off about 5 tons below maximum weight, which is a luxury,” she says.
The amount is carefully monitored, ensuring enough for a second approach or diversion to runways further south of Auckland if needed.
Auckland’s relatively quieter airspace is a welcome change after the complexities of JFK. The final descent and landing are handled by the flying crew.
Details
Fly non-stop from Auckland to JFK International Airport New York in about 16 hours and 15 minutes (the return journey takes a little longer: 17 hours, 40 minutes).
Air New Zealand flight services run three times weekly throughout the year. Services operate in both directions on Monday, Thursday and Saturday.
Grant Bradley has been working at the Herald since 1993. He is the Business Herald’s deputy editor and covers aviation and tourism.