Calls seem to be answered either very quickly (within a minute) or take ages, which I guess as rtv4 points out above brings the average down. If memory of NCEA L3 stats serves me right, wouldn't the median call time be more informative? Then again I think I only got achieved in that.

On the issue of service, I had generally excellent service on a recent trans tasman trip - starting with a very helpful check in agent in Chch at the premium desk who got my wife and I rebooked on an earlier Chch - Sydney departure as the one we had booked was delayed. Flight crew on both flights were great too.

Only disappointing aspect was for the return trip I had booked an exit row seat (aisle each) for my wife and I just after online check in opened for 0 charge. The seat map showed an a320. However, it turns out the flight was an a321 and we wound up with two adjacent aisle seats in full rows but not in exit row, while there were multiple empty rows including exit seats. The check in agent in Sydney made no mention of this.