Air New Zealand Air Points - Airpoints card confiscated!

Today I accompanied my partner to check in at WLG international. She is Silver, but was Gold Elite pertner until 1 July (as I have slipped down to Gold). She didn't have her Silver card with her so showed her expired Gold Elite partner card, which she hoped to use for this and a series of subsequent flights on NZ and Star Alliance airlines before returning home.

The Wellington check in staff member confiscated it saying "I can't give you an expired card", we argued saying we have nothing else and it was useful for confirming points on subsequent flights, but no she refused.

It was the height of rudeness, my partner knew she had no lounge access privileges (except the one lounge pass which she has), and simply wanted it as the only airpoints card she has on her. I have umpteen expired airpoints cards, although I always have my current one. I know it is petty, but really what justified taking it when the customer asked for it back - besides NZ claiming it is NZ property.

I do think that is a bit rough by NZ. Sure they are technically justified in keeping the card as it is considered NZ property, but surely any good check-in agent would have the common sense to recognise that an expired card is not going to do anyone any harm. Maybe just someone exercising some power just because they have it?

I'm not totally sure I agree that this was mean, whilst the expired card won't work in most circumstances, there are those it might, for example, to get through security in fast lanes, where they are mearly flashed rather than scanned.

Sorry to go against the flow.

Cheers Larry.

I'm with Larrywilmot747 on this one. Whilst the majority would probably use it as you have suggested, there will always be some individuals who do try and use it for the benefits it implies and hope the expiry date is not noticed- obviously easier to acheive with manual systems.

Do you actually need to carry your card with you. How does it help for a Silver to physically have the card on them to show at check-in? Wouldn't this info already show on a booking and provide access to relevent booking/seating benefits??

Well the issue is this, we are away from the UK, where we live, and my partner forgot her Silver card. We are on multiple journeys, and while NZ has the status in the bookings, others often do not - and she is not travelling with me for the rest of our trip so my Gold status doesn't help.

What gets me is the rudeness, there was no explanation of why. For one thing she intends to use her lounge pass for Auckland in a week's time but has no airpoints membership card now, so what then if she is refused entry?

We already had the nonsense that the Gold Elite partner status (while it was valid) wasn't showing up and she couldn't book Space + on flights before the expiry unless we phoned.

Sadly I think while 4 out of 5 NZ staff are typically good to excellent, there is also a proportion who frankly couldn't give a damn about how customers feel, and it feels like some sort of Maoist treatment of passengers. We've had this on transferring through flights with domestic-international luggage.

When you get up at 4.30am for a flight in the first place, choose NZ because of FF status, and then get treated like you're asking for someone's first born it just rubs badly. She may have been entitled to do it, but then again everyone in customer service is entitled to do the bare minimum.

For some reason NZ is very fussy about their airpoints cards -- to the point that it's almost not worth trying to fix any airpoints card-related issues.

Bit off topic, but my experience with NZ was that I was never issued with a card when I first joined, despite the welcome letter saying that a membership card was on its way. I phoned NZ to ask why I haven't received it. They said I would have to pay $20 for a replacement card -- when I pointed out that they failed to send me one when I originally joined they missed my point completely and argued that I still had to pay the $20 anyway!

So I've managed to make do without the card as a Jade member -- however I can see how it would be difficult for Gold cardholders given you need it to access lounges at various airports. Perhaps a print-out of her AirNZ status would help?

- James

-- however I can see how it would be difficult for Gold cardholders given you need it to access lounges at various airports. Perhaps a print-out of her AirNZ status would help?

- James

my hubby is a gold cardholder but has managed on at least three occassions to lose his card , the NZ Gold support line were more than happy to send him a PDF file on NZ letterhead stating that he was a gold member and he used that for lounge access with absolutely no problems until yet another replacement card arrived

If OP's partner is silver then card is no use at all. There is no lounge access etc with silver. You can get FF# typed in without having the card (I carry a small piece of paper with my numbers so I don't have a wallet bulging with cards).

If OP's partner is silver then card is no use at all. There is no lounge access etc with silver. You can get FF# typed in without having the card (I carry a small piece of paper with my numbers so I don't have a wallet bulging with cards).
The flipside to this is the extremely rude gentleman I encountered in Melbourne, who was running the Air NZ gate for MEL-AKL. He absolutely refused to accept my UA FF number written on a piece of paper. It "had to be the card".

I carry all my FFP/hotel program/etc cards in a separate wallet.

The flipside to this is the extremely rude gentleman I encountered in Melbourne, who was running the Air NZ gate for MEL-AKL. He absolutely refused to accept my UA FF number written on a piece of paper. It "had to be the card".

I carry all my FFP/hotel program/etc cards in a separate wallet.

Again, the lounge guardian is 'technically correct per Star Alliance 'rules':
Star Alliance Gold Customers Travelling in Any Class: Customers have access to any Star Alliance member carriers' owned lounges with the Star Alliance Gold logo at the entrance.

* Customer must present a valid frequent flyer programme Star Alliance Gold level card
* Customer must also present a boarding card for a same day Star Alliance flight departing from the local airport
* Customer is entitled to one guest
* United and US Airways Star Alliance Gold customers may only access the Red Carpet Club and US Airways Clubs within the U.S. when travelling in conjunction with a Star Alliance international flight. See Staralliance.com

A real pain - happened to me just once (wrong wallet) and even though my BP said TG*G (ROP Gold), I was refused entry due to no card. This was Lufthansa at Don Meuang - no drama as the THAI Royal Orchid lounge welcomed me...

A... - no drama as the THAI Royal Orchid lounge welcomed me...... probably on sight! :p

Again, the lounge guardian is 'technically correct per Star Alliance 'rules':
It had nothing to do with lounges (it wasn't anywhere near the lounge - it was at a gate), it was about putting my FFP into the booking.

It had nothing to do with lounges (it wasn't anywhere near the lounge - it was at a gate), it was about putting my FFP into the booking.

Sorry - I'd made a mental connection too far. :o

I just get my FF number on my phone as a contact.

At AKL can DFS enter you FF Number by keying it in? or do they have to see & swipe the card?

dfs just punches the number, I've never given them my card

If it's one of the new Gold cards you can barely read the exp date, mines expired, I waiting on my new one but since people can't read the expiry date I still use it for lounge access in Olso and Copenhagen. If I was in NZ and they ran it through the reader I would expect them to take it off me.