I am just getting exasperated with Air NZ customer service.

I had a few comments regarding a flight from LHR to AKL in September (BP) and sent an email to customer services on 18th September. I received an acknowledgement and was then informed on 29th September that it had been forwarded to flight comments.

Since then nothing. I sent a reminder on November 12th and got an acknowledgement saying that it had been referred to customer relations. I got an acknowledgement saying I would have a response within 72 hours. Guess what?

Nothing.

During this period I have had a Business class return to LHR, two staff have had economy travel to LHR and return, and another staff LHR-AKL return booked for December. I am flying from South East Asia to AKL next month business class - all on other carriers.

I have also contacted Air NZ today to rebook a flight and encountered the rudest customer service person I have ever come across on Air NZ. I asked to be referred to a supervisor after the booking was completed and they just cut me off.

What on earth is happening to the airline I used to love and promote around the world? Any suggestions as to what I can do?