Saunders said she immediately alerted cabin crew, who explained the aircraft was a leased plane not fitted with Skycouch seating. Saunders said cabin crew were apologetic and later reseated the couple together in spare crew seats at the back of the plane. In the message, Ravishankar committed to “getting the basics right – the right aircraft, the right schedule, and a travel experience you can trust every time”. Several weeks later, Saunders received a response via a customer engagement specialist on his behalf. Saunders came forward after reading about another Air New Zealand passenger whose premium economy seat was downgraded minutes before boarding.
