Thank you for contacting the New Zealand Customs Service. This is an
automatic reply to let you know that we have received your correspondence.

If your correspondence relates to an Official Information Act request, we
will consider and respond to your request in accordance with the Official
Information Act 1982 (the Act). Under section 15(1) of the Act, we are
required to make and inform you of our decision on your request as soon as
reasonably practicable and in any case not later than 20 working days
after the day on which your request is received.  If you would like to
calculate the timeframe, you can use the Ombudsman's online calculator
here: [1]http://www.ombudsman.parliament.nz/

 

If we need to clarify, or transfer your request, or extend the timeframe
for response, we will contact you shortly. If more than 20 working days
are needed due to the potential workload and/or consultations involved in
answering your request, we will notify you accordingly.

 

Please note, we publish some of our Official Information Act responses on
our web site. We will not publish your name or contact details.

 

 

 

 

 

 

The information contained in this email is intended for the addressees and
is not necessarily the official view or communication of the New Zealand
Customs Service.

This email may contain information that is confidential or legally
privileged. If you received this in error, please:

 a. Reply promptly to that effect, remove this email and any replies from
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References

Visible links
1. http://www.ombudsman.parliament.nz/

Kia ora Irene,

Please see the attached letter from the New Zealand Customs Service advising you of the transfer of your request to the Civil Aviation Authority.

Ngā mihi

Correspondence, Reviews, and Ministerial Servicing | Kaitohutohu Matua Arotake Whakawhitiwhiti, Take Minita
New Zealand Customs Service | Te Mana Ārai o Aotearoa

-----Original Message-----
From: Irene <[FOI #24910 email]>
Sent: Tuesday, November 28, 2023 12:17 PM
To: OIA <[email address]>
Subject: Official Information request - "Chaos and long queues at customs" on 26 NOV

Dear New Zealand Customs Service,
I refer to media reports on Sunday, 26 November, which described "chaotic scenes at Auckland Airport" in the international terminal.

I note the NZHerald reports that the cause of the delays "were due to staffing issues with the Government-run Aviation Security Service which has apologised for an inability to cope with an increased passenger numbers on departing flights to North America for the Thanksgiving holiday."

Under the OIA I request:
- All internal emails regarding the long queues experienced at Auckland Airport on 26 November, including the formulation of the communications response;
- Any subsequent briefings, memos, aide-memoire or key learnings developed from the events of 26 November.
- Any subsequent briefings, memos, aide-memoire or key learnings developed from the events of 19 October when similar queues occurred from the extra charter flight.

I am also interested to know:
- What evidence does the NZCS have that increased passenger numbers were due to "thanksgiving"?
- What passenger information does the New Zealand Customs Service receive and at what interval regarding expected or actual passenger numbers (noting the Herald reported "Auckland Airport shares flight and passenger data in advance"?
- What plans are in place to ensure this doesn't occur again in the short term, particularly as we head into the Christmas/New Year period?

Yours faithfully,

Irene

-------------------------------------------------------------------

This is an Official Information request made via the FYI website.

Please use this email address for all replies to this request:
[FOI #24910 email]

Is [Customs request email] the wrong address for Official Information requests to New Zealand Customs Service? If so, please contact us using this form:
https://fyi.org.nz/change_request/new?bo...

Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers

If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.

-------------------------------------------------------------------

The information contained in this email is intended for the addressees and is not necessarily the official view or communication of the New Zealand Customs Service.

This email may contain information that is confidential or legally privileged. If you received this in error, please:

1. Reply promptly to that effect, remove this email and any replies from your system.
2. Do not act on this email in any other way.

hide quoted sections

Kia ora Irene,

 

I am writing with reference to your request under the Official Information
Act transferred to the CAA from NZ Customs for the following information -

 

Under the OIA I request:

- All internal emails regarding the long queues experienced at Auckland
Airport on 26 November, including the formulation of the communications
response;

- Any subsequent briefings, memos, aide-memoire or key learnings developed
from the events of 26 November.

- Any subsequent briefings, memos, aide-memoire or key learnings developed
from the events of 19 October when similar queues occurred from the extra
charter flight.

I am also interested to know:

- What evidence does the NZCS have that increased passenger numbers were
due to "thanksgiving"?

- What passenger information does the New Zealand Customs Service receive
and at what interval regarding expected or actual passenger numbers
(noting the Herald reported "Auckland Airport shares flight and passenger
data in advance"?

- What plans are in place to ensure this doesn't occur again in the short
term, particularly as we head into the Christmas/New Year period?”

 

The OIA requires that we advise you of our decision on your request no
later than 20 working days after the day we received your request.
Unfortunately, it will not be possible to meet that time limit and we are
therefore writing to notify you of an extension of the time to make our
decision, to 13 February 2024 (additional 20 working days).

 

This extension is necessary because your request necessitates a search
through a large quantity of information and requires liaising and
collation from different internal staff at the Authority.

 

You have the right to seek an investigation and review by the Ombudsman of
this decision. Information about how to make a complaint is available at
www.ombudsman.parliament.nz or freephone 0800 802 602. 

 

If you wish to discuss any aspect of your request with us, including this
decision, please feel free to contact me at [1][email address].

 

Ngâ mihi

Talia Rachel Zachariah (she/her)*

Official Information Advisor | Kaitohutohu

Legal Services Unit | LSU

Civil Aviation Authority of New Zealand | Aviation Security Service

Te Mana Rererangi Tûmatanui o Aotearoa | Kaiwhakamaru Rererangi

 

[2]image002 (2)  [3]avsecSeal

 

CONFIDENTIALITY NOTICE: This electronic mail transmission is confidential,
may be privileged and should be read or retained only by the intended
recipient. If you have received this transmission in error, please
immediately notify the sender and delete it from your system.

 

*If you’re wondering about the use of the pronouns he/him on this
signature, [4]read this article about how sharing pronouns in this way can
help create an inclusive and safe environment for transgender and
nonbinary colleagues

 

 

This e-mail (and its accompanying attachments) is intended for the named
recipient only and may contain information that is provided in confidence
and may be subject to legal privilege. Any classification marking must be
adhered to. If you are not the intended recipient please inform the sender
and destroy the message. If you have received this message in error you
must not distribute or copy this e-mail or its attachments. The Civil
Aviation Authority accepts no responsibility for any changes made to this
message after the transmission from the Civil Aviation Authority. Before
opening or using attachments, check them for viruses and other effects.
This communication may be accessed or retained for information assurance
and cyber security purposes.

References

Visible links
1. mailto:[email address]
4. https://medium.com/gender-inclusivit/why...

Kia ora Irene,

 

Thank you for your patience while we compiled our response to your
Official Information Act request. Attached is a binder containing all of
the information that you requested in respect of the following:

 

- All internal emails regarding the long queues experienced at Auckland
Airport on 26 November, including the formulation of the communications
response;

- Any subsequent briefings, memos, aide-memoire or key learnings developed
from the events of 26 November.

- Any subsequent briefings, memos, aide-memoire or key learnings developed
from the events of 19 October when similar queues occurred from the extra
charter flight.

 

In addition, you also asked the following questions which we have
endeavoured to answer below:

 

- What evidence does the [Aviation Security Service] have that increased
passenger numbers were due to "thanksgiving"?

 

We can advise that of the US-bound departures from Auckland on 26 November
2023, not all of these flights were highly loaded, but three flights in
particular did have very high loadings on that day that far exceeded the
industry norm. These flights were all at similar times, so this was a
contributing factor to the disruption. We have attached a table
immediately below to illustrate these high flight loadings for you:

 

 

- What passenger information does the New Zealand [Aviation Security
Service] receive and at what interval regarding expected or actual
passenger numbers (noting the Herald reported "Auckland Airport shares
flight and passenger data in advance"?

 

Daily updates of scheduled flights and their aircraft capacities are
received from [1]Airport Coordination Limited (ACL). ACL undertake slot
coordination for New Zealand’s principal airports. The data on actual
passenger numbers is provided regularly after day of operation by the New
Zealand Customs Service. Both of these sources are used by the Aviation
Security Service and Auckland airport, who meet periodically to compare &
align planning assumptions, and these joint planning sessions were held
weekly in the run-up to Christmas. At an operational level, managers from
Auckland Airport, airlines, industry bodies and border agencies (including
the Aviation Security Service) meet weekly and share information on a
daily basis.

 

- What plans are in place to ensure this doesn't occur again in the short
term, particularly as we head into the Christmas/New Year period?

 

In addition to the exchange of information and cooperation outlined above,
Auckland Airport undertakes a joint planning operation “Project Capricorn”
each year, together with the Aviation Security Service and the other
parties mentioned above, to coordinate all aspects of planning and
communications for the Christmas holiday period.

 

We hope that this information is useful.

 

You have the right to seek an investigation and review by the Ombudsman of
this decision. Information about how to make a complaint is available at
[2]www.ombudsman.parliament.nz or freephone 0800 802 602. 

 

Nga Mihi,

Brett Mercer (he/him)  

Official Information Advisor | Kaitohutohu

Civil Aviation Authority of New Zealand  Q Aviation Security Service

Te Mana Rererangi Tûmatanui o Aotearoa   |   Kaiwhakamaru Rererangi
Legal Services | OIA

( +64 4560 9754|email: [3][email address]

* Level 15, Asteron Centre, 55 Featherston Street, Wellington 6011, New
Zealand

P  Please consider the environment before printing this e-mail

 

The contents of this email may be legally privileged.

 

 

This e-mail (and its accompanying attachments) is intended for the named
recipient only and may contain information that is provided in confidence
and may be subject to legal privilege. Any classification marking must be
adhered to. If you are not the intended recipient please inform the sender
and destroy the message. If you have received this message in error you
must not distribute or copy this e-mail or its attachments. The Civil
Aviation Authority accepts no responsibility for any changes made to this
message after the transmission from the Civil Aviation Authority. Before
opening or using attachments, check them for viruses and other effects.
This communication may be accessed or retained for information assurance
and cyber security purposes.

References

Visible links
1. https://www.acl-uk.org/
2. http://www.ombudsman.parliament.nz/
3. mailto:[email address]

Kia Ora Irene,

My apologies for that, I suspect that may be a problem with the FYI system, did you have a personal email you could provide that I could send the information to? Hopefully that will solve our problem!

Nga Mihi,

Brett Mercer (he/him)
Official Information Advisor | Kaitohutohu
Civil Aviation Authority of New Zealand Aviation Security Service
Te Mana Rererangi Tūmatanui o Aotearoa | Kaiwhakamaru Rererangi
Legal Services | OIA
L +64 4560 9754|email: [email address]
B Level 15, Asteron Centre, 55 Featherston Street, Wellington 6011, New Zealand
 Please consider the environment before printing this e-mail

The contents of this email may be legally privileged.

-----Original Message-----
From: Irene <[FOI #24910 email]>
Sent: Wednesday, February 14, 2024 12:41 PM
To: OIA <[email address]>
Subject: Re: 24/OIR/187 Response

Dear OIA,
Thank you for sending through this OIA. Unfortunately it looks like the file might of corrupted, wondering if you were able to resend or split files or if you had another means of being able to download. I suspect it is an error with the website.

Once again, many thanks.

Yours sincerely,

Irene

-----Original Message-----

Kia ora Irene,

Thank you for your patience while we compiled our response to your Official Information Act request. Attached is a binder containing all of the information that you requested in respect of the following:

- All internal emails regarding the long queues experienced at Auckland Airport on 26 November, including the formulation of the communications response;

- Any subsequent briefings, memos, aide-memoire or key learnings developed from the events of 26 November.

- Any subsequent briefings, memos, aide-memoire or key learnings developed from the events of 19 October when similar queues occurred from the extra charter flight.

In addition, you also asked the following questions which we have endeavoured to answer below:

- What evidence does the [Aviation Security Service] have that increased passenger numbers were due to "thanksgiving"?

We can advise that of the US-bound departures from Auckland on 26 November 2023, not all of these flights were highly loaded, but three flights in particular did have very high loadings on that day that far exceeded the industry norm. These flights were all at similar times, so this was a contributing factor to the disruption. We have attached a table immediately below to illustrate these high flight loadings for you:

- What passenger information does the New Zealand [Aviation Security Service] receive and at what interval regarding expected or actual passenger numbers (noting the Herald reported "Auckland Airport shares flight and passenger data in advance"?

Daily updates of scheduled flights and their aircraft capacities are received from [1]Airport Coordination Limited (ACL). ACL undertake slot coordination for New Zealand’s principal airports. The data on actual passenger numbers is provided regularly after day of operation by the New Zealand Customs Service. Both of these sources are used by the Aviation Security Service and Auckland airport, who meet periodically to compare & align planning assumptions, and these joint planning sessions were held weekly in the run-up to Christmas. At an operational level, managers from Auckland Airport, airlines, industry bodies and border agencies (including the Aviation Security Service) meet weekly and share information on a daily basis.

- What plans are in place to ensure this doesn't occur again in the short term, particularly as we head into the Christmas/New Year period?

In addition to the exchange of information and cooperation outlined above, Auckland Airport undertakes a joint planning operation “Project Capricorn”
each year, together with the Aviation Security Service and the other parties mentioned above, to coordinate all aspects of planning and communications for the Christmas holiday period.

We hope that this information is useful.

You have the right to seek an investigation and review by the Ombudsman of this decision. Information about how to make a complaint is available at [2]www.ombudsman.parliament.nz or freephone 0800 802 602.

Nga Mihi,

Brett Mercer (he/him)

Official Information Advisor | Kaitohutohu

Civil Aviation Authority of New Zealand Q Aviation Security Service

Te Mana Rererangi Tûmatanui o Aotearoa | Kaiwhakamaru Rererangi Legal Services | OIA

( +64 4560 9754|email: [3][email address]

* Level 15, Asteron Centre, 55 Featherston Street, Wellington 6011, New Zealand

P Please consider the environment before printing this e-mail

The contents of this email may be legally privileged.

This e-mail (and its accompanying attachments) is intended for the named recipient only and may contain information that is provided in confidence and may be subject to legal privilege. Any classification marking must be adhered to. If you are not the intended recipient please inform the sender and destroy the message. If you have received this message in error you must not distribute or copy this e-mail or its attachments. The Civil Aviation Authority accepts no responsibility for any changes made to this message after the transmission from the Civil Aviation Authority. Before opening or using attachments, check them for viruses and other effects.
This communication may be accessed or retained for information assurance and cyber security purposes.

References

Visible links
1. https://www.acl-uk.org/
2. http://www.ombudsman.parliament.nz/
3. mailto:[email address]

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #24910 email]

Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers

If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.

-------------------------------------------------------------------
This e-mail (and its accompanying attachments) is intended for the named recipient only and may contain information that is provided in confidence and may be subject to legal privilege. Any classification marking must be adhered to. If you are not the intended recipient please inform the sender and destroy the message. If you have received this message in error you must not distribute or copy this e-mail or its attachments. The Civil Aviation Authority accepts no responsibility for any changes made to this message after the transmission from the Civil Aviation Authority. Before opening or using attachments, check them for viruses and other effects. This communication may be accessed or retained for information assurance and cyber security purposes.

hide quoted sections