Originally Posted by brenrox

Well that's what I did....albeit a few years ago (but I have never tried boarding using an e-ticket since). As far as I know, that is the purpose of the e-ticket - i.e you are checked in soon as you book your flight and the barcode on the paper works just the same as an m-pass does; You haven't missed your flight until boarding is complete. Did your grandparents show the e-ticket to the agent? Sounds like they have unfortunatly been taken for a ride if they did and I know I'd be writing a letter of complaint...probably not just to AirNZ either

edit: when I used the e-ticket, it was the agent whom advised me that I could when I was in the process of re-booking.