Cancelled flight, not cancelled customers

Airlines often get flak for cancellations, but a customer's recent criticism over social media gave Air New Zealand a chance to reframe the narrative.

The airline balanced clarity with reassurance. Using the catch-all "safety" excuse was too generic for our tastes, but a reason was given, and the customer's frustration was acknowledged. Using the customer’s own comments about finding an alternative flight showed they were paying attention.

It was a subtle but effective way to take the heat out of the situation. By reinforcing the positive outcome, Air NZ avoided over-apologising or taking on blame it didn’t need to. A good response to criticism doesn't just say sorry, it steers the conversation where you want it to go.