But that's pretty normal for a NZ company. Beyond big telcos like One NZ and Spark that also have some of their call centre capacity overseas most companies are NZ based because so many people seem to dislike dealing with overseas based CSRs.

One of the things Air NZ really need to look at is why people are needing to call and speak to a CSR. They keep on talking every year about all the digital capabilities they are adding and in particular allowing customers to rebook during disrupts and yet can once again use bad weather and risrupts as a key factor behind increased wait times.