Originally Posted by
ksa3264
It’s this type of issue, where AIRNZ doesn't take the initiative to let customers who have flown recently know that there is a systemic fault, that continues to mean customers (particularly frequent flyers) down rate the customer experience. Issues arise but as L V Martin always used to say “it’s the putting right that counts” Instead, clearly here we have an issue that affecting many people and there’s silence from the airline.
How hard would it be to send out a notification/communication to all passengers that there is an outage in the airpoints system that means accrurals are not working at the moment and that the team are working on this? They send us enough marketing emails to justify this kind of service update email.
And how many hours of CSR time would it save having to answer the queries? Or maybe it's only us at FT that bat an eyelid when this happens.