Online chat with AirNZ on calculator earlier today. I was too busy laughing to ask for evidence of a ‘comprehensive communication plan’

You said:
Hi. The Airpoints calculator has been down for over a week. Any idea when it’ll be up again?


Bot WC said:
Hello there, the Airpoints calculator has been down for over a week due to scheduled maintenance and system updates. We are working diligently to restore full functionality as soon as possible. Unfortunately, I do not have an exact timeframe for when it will be back up and running.
In the meantime, you can still log into your Airpoints account to view your balances and benefits, but some features may be temporarily unavailable. I apologise for any inconvenience this may cause and appreciate your patience.


You said:
Colleagues report changes to the earn rate of SP and $AP from that indicated at the of purchase, and there are inconsistencies between the app and actual earn. The whole situation is a big mess frankly 🙁
I hope things are ironed out soon, and customers advised of any program changes so that informed decisions can be made. That’ll save a lot of calls/emails/messages… 🤞


Bot WC said:
I agree and I do really apologise for that ☹️ I understand how important that is so I will have this included to the report of the said maintenance with the airpoints calculator.

We are doing our best to have that resolved as soon as possible. For now, I'll take that as feedback so we know what to do in advance to customers to have this to not happen again.

We have a comprehensive communication plan in place to keep customers updated on any changes. This includes sending targeted emails to Airpoints members and updating our website with FAQs and other relevant information. I appreciate your patience and understanding as we work through these updates.