\u201cI nearly didn\u2019t go on the trip because I was worried about how I\u2019d manage it,\u201d she said.<\/p>\n
\u201cI had done research to see if there was a way that would work for me and I thought the Skycouch would be really good.\u201d<\/p>\n
The couple had a Skycouch on the Auckland-Los Angeles leg of the trip and called the experience \u201cmagnificent\u201d.<\/p>\n
However, the return journey began to unravel when Saunders\u2019 legs began swelling during the 25-minute walk to the departure gate at LAX Airport.<\/p>\n
After boarding, Saunders and her husband were directed to economy seats on opposite sides of the plane and she realised the Skycouch she had paid for was not available. <\/p>\n
Saunders said she immediately alerted cabin crew, who explained the aircraft was a leased plane not fitted with Skycouch seating. <\/p>\n
\u201cI actually literally started shaking and got really upset,\u201d she said.<\/p>\n
Saunders said cabin crew were apologetic and later reseated the couple together in spare crew seats at the back of the plane.<\/p>\n
They were given first choice of meals, complimentary drinks and extra blankets.<\/p>\n
Despite those efforts, Saunders said the flight was physically difficult and left her with severe swelling and limited mobility.<\/p>\n
Cabin crew arranged a wheelchair to assist her off the flight on arrival in Auckland.<\/p>\n
Barb Saunders became emotional when she was seated separately from her husband and the economy Skycouch seat she had paid for was not available. Photo \/ Supplied<\/p>\n
After settling back home in Whanganui, Saunders contacted Air New Zealand to request a full refund for the Los Angeles-Auckland flight.<\/p>\n
\u201cNo compensation really puts it right because you\u2019re still in this terrible predicament,\u201d Saunders said.<\/p>\n
\u201cCompensation doesn\u2019t help if you\u2019ve got a medical condition.\u201d<\/p>\n
Saunders later received an introductory email from Air New Zealand\u2019s newly appointed chief executive Nikhil Ravishankar.<\/p>\n
In the message, Ravishankar committed to \u201cgetting the basics right \u2013 the right aircraft, the right schedule, and a travel experience you can trust every time\u201d.<\/p>\n
Frustrated, Saunders said she guessed Ravishankar\u2019s email address and sent him a message outlining what she described as her \u201cruined holiday\u201d and feelings of \u201chumiliation\u201d.<\/p>\n
Several weeks later, Saunders received a response via a customer engagement specialist on his behalf.<\/p>\n
\u201cUnfortunately, there are times that we may need to change aircraft due to ongoing maintenance requirements and operational reasons,\u201d the email read.<\/p>\n
\u201cHowever, should those changes occur in advance, any impacted customers (ie Skycouch customers) should be notified of this change and have any paid seating that can\u2019t be honoured for them refunded.<\/p>\n
\u201cI am sorry that this did not happen in your case.\u201d<\/p>\n
Saunders was refunded the $615 Skycouch fee and she and her husband were credited 100 Airpoints each as a \u201cgoodwill gesture\u201d.<\/p>\n
Air New Zealand said her case had been documented for internal review.<\/p>\n