Originally Posted by
codyc1515
I disagree. I actually do blame Air NZ for this. IRROPs are far from a new thing. Why do I need to call to get a change made? It’s very hit and miss if the booking is able to be amended online FOC due to disrupts. This seems like an issue that should be trivial but I ultimately believe comes about due to a lack of investment in their IT systems. Instead let’s just throw some heads at the problem (call centre reps), which is surely more expensive.
Large numbers of calls taken during periods like this with lots of disrupts can be rebooked online - but people still chose to call. Yes there are scenarios where people need to call (and still too many of those) but many are people who are calling when they're unhappy the only option is say a day or two away or they want to call and rant and demand Air NZ pay for all their costs and expenses.