Originally Posted by
lionred2012
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?
Greetings Lionred.
I suggest you contact Mark Street via email and let him know or the CEO.
Have done it several times with good results. Emails are avalable from the call centre.
Was upgraded to gold from silver for 1 year after my first complaint after getting bad seats on an upgrade.
Was allowed to use my 2 RU upgrades on a flight (one for the wife which is not allowed when gold) after complaining about getting the wrong advise over the phone about having to pay to go back to economy should the wifes one up get rejected and my RU goes ahead on the same booking.
I suggest to everyone to keep complaining and if you are not satified:confused keep going up the food chain. If you do not complain then they will not know.
All they are interested in at the moment is saving nickle and dimes and not looking at the big picture.