Let me start by saying we have flown air new Zealand 4 times in the past 2 years, usually with 2 business and 6-8 Premium Economy seats at a time since we are a large family.
On this trip my husband and I settled into business and asked our stewardess if it was OK to have our baby (just 3 years old) come sleep with me once the meal service was over, which we did on the way to and from Australia last Christmas. She was in the back with her older siblings where purchased 2 sky couches for them this time. She said absolutely no problem.
A few minutes later Samuel Allen the flight service manager came by and was extremely rude and said she was absolutely NOT allowed to sleep with me. I said we have done it before, but OK no problem. After dinner I got up and switched seats with my 13-year-old daughter and spent the next 7 hours on the sky couch (which is great). When it was breakfast time I got up and took my 3 year old up front with me to have breakfast on the companion ottoman seat, which I have done each and every time I have flown Air New Zealand. My husband usually has one of our other children come up and eat with him as well. My 13 year old went back to her seat. As we were waiting for breakfast (which by the way we share, not request 2) another flight attendant came up and literally yelled at me that I was told the baby could NOT be up front and to move her immediately. I tried to explain that she was simply having a quick breakfast and then going back with her sister for landing. She said she didn't care, it wasn't allowed and to move. She was very rude. I got up and moved back to economy and told my 13 year old to go enjoy my breakfast and I'd see her after the flight. Approx. 10 minutes later my daughter returned in tears and said that an attendant named Hillary was yelling at her and refused to let her go to my seat. At this time Samuel came over and I asked him why, he said he was sick of us moving back and forth. I said we only moved because I was kicked out of my seat, and that she had nowhere to sit except my seat. He said fine and walked away. Kelsi went back up front and Hillary met her again and proceeded to refuse her entry to the business section. Kelsi said she would go back and tell me, and Hillary told her no to stand right there (in the small galley) Kelsi explained to her she had no seat in the back and needed to go talk to her father and sit in my seat. Hillary refused. Kelsi returned to me after approx. 20 minutes crying and said mom she's refusing to let me go to dad.
At this point a Stewardess named Susan came up and asked what was wrong, after explaining the situation to her she took my daughter by the arm and said come with me. She walked her up front where Hillary met them both and Susan said that she was escorting Kelsi to her father and to let her through.
A few minutes later Samuel came up to me and started yelling at me and said that I had no respect for him and that this was “his plane”, I explained that we always had been allowed to have one child sit on the companion seat for breakfast and that I in fact moved to the back of the plane and didn't leave for over 7 hours without saying a word.
About 10 minutes before landing a flight attendant came up and literally hit me on the arm (I was watching a move with my 3 year old and didn't see her at first) I jumped and looked at her, and she said in a very loud voice "What is your problem here" I said what are you talking about? She said again what is your problem. At this point I looked at her nametag and said Oh, you're Hillary. My problem is you detained my 13-year-old daughter for over 20 minutes refusing to allow her to see her father and that was very inappropriate. Hillary said she had no right to switch seats with you. I requested her full name and she said she I don't have to tell you anything and walked away. I do have pictures of Hillary and Samuel Allen if needed.
My husband and I have never been treated so disrespectfully in all of our travels. In addition to the verbal abuse Hillary was physically threatening, and held a 13-year-old girl against her will, refusing her access to her parents for over 20 minutes!!! Please understand that my 13 year old daughter is also a type 1 diabetic who is insulin dependent, I had left her supply bag on my seat for her so she had no supplies, meter, insulin and when she tested herself after all the emotional drama which causes her blood sugar to skyrocket it was in excess of 400 (I have the records).
Monetary Loss: $35000.