lionred2012

I am just getting exasperated with Air NZ customer service.

I had a few comments regarding a flight from LHR to AKL in September (BP) and sent an email to customer services on 18th September. I received an acknowledgement and was then informed on 29th September that it had been forwarded to flight comments.

Since then nothing. I sent a reminder on November 12th and got an acknowledgement saying that it had been referred to customer relations. I got an acknowledgement saying I would have a response within 72 hours. Guess what?

Nothing.

During this period I have had a Business class return to LHR, two staff have had economy travel to LHR and return, and another staff LHR-AKL return booked for December. I am flying from South East Asia to AKL next month business class - all on other carriers.

I have also contacted Air NZ today to rebook a flight and encountered the rudest customer service person I have ever come across on Air NZ. I asked to be referred to a supervisor after the booking was completed and they just cut me off.

What on earth is happening to the airline I used to love and promote around the world? Any suggestions as to what I can do?

sbiddle

They're too busy putting all their resources into cringe worthy marketing campaigns.

http://www.stuff.co.nz/travel/news/7...n-latest-video

Fast6

And safety videos.

Kiwi Flyer

That is poor. I assume your email asked for a response.

mmonster

it sounds bad, really bad.. but would you mind sharing with us a bit of what the complaint was about? I had written to them in July and got a response after one month. Since I have touched on a few 'departments', they had to follow everything up to make sure that the complaint was legit (well........ they did not put these in exact words, but it certainly is how it feels).....

lionred2012

Without going into great detail it was comments on the cost cutting in BP, all first world problems admittedly, but still irritating. Eg, they no longer give you a can of coke, but pour out a half glass. The smoothies used to be a full glass, but are now a third of a glass, the quality of food is declining, even stupid things such as worcester sauce is now a portion control sachet (Japanese origin) and not a bottle of Lea and Perrins. The list goes on, and whilst not earth shattering are all indicative of a new attitude at the Airline.

The other matter I brought to their attention (and I acknowledged and pointed out that I knew it was not within their control) was the absolute chaos at LAX, where the premier lines at immigration were diverted to the back of the regular queues and the same happened at security as well) . I know Air NZ can't do anything but I wanted them to know so that they could point out to the LAX authorities what is happening. It took 1 hour 50 mts from leaving the plane to clearing security. I had 10 mts in the lounge and the wait for a shower was 30 mts, and there were no seats available. It made me nostalgic for T2 !!!!

If this was a one off I would shrug my shoulders and put it down to experience, but it is just a slow decline that I have noticed. I usually do 4 BP trips to Europe a year and then there are the TTs and S E Asia as well.

I did actually get a response this morning. Basically it said go away!!!!

Lussac

I did get a response within 48 hours after I sent a very angry feedback complaint about the excessive length of time hanging on for an agent when querying a booking. Twice I waited over 40 minutes without actually speaking to anybody and the third time it was over 20 minutes before I gave up. The email response noted that the waiting times were excessive and they would bring the problem to the attention of the call centre managers at the next meeting. I know that they would prefer me to do everything on the web but the query that I had could not be satisfied that way. If I were trying to purchase a flight that way I would have gone elsewhere as it's just not good enough.

dadig

In all of this don't forget others who still travel cattle class and the non existent service

Antonio8069

I am very surprised to read this. I had a large # of ANZ flights this June, raised a couple of issues and received an immediate response which included:
- 5000 bonus Aeroplan points;
- complimentary lounge access for my spouse & daughter (we were not traveling together so I could not get them).

I learned that all their inquiries are dealt with in New Zealand (compared to UA, which handles its call volumes in Manila). I also found the staff competent and personable.

My guess (don't get defensive) is its all about tone. Learn from the experience.

As for LAX, I am sure you are right. That airport is crazy. I suggest you re-direct your comments to TSA? (or, you could like the Facebook group calling for a private terminal for VIPs?)

Johnnyline

@ lionred2012 - you'd be lucky to get any response from them. I got nothing from my complaint request in May this year.

Though I share my recent in flight experience AKL-MEL-AKL (OCT 15) on business class.
Was told that I can only have "ONE" serving of almonds nuts ... (are you for real?)

AKL-SYD-AKL (Nov and Dec 15) boarding was chaos... no clear priority boarding for Airpoints Gold .... overall ... it was pretty bad.

cavemanzk

I just flew YYR-LAX on AS, and they made NZ's short-haul service look pretty poor. I wasn't looking forward to flying on an American based airline, but after flying AS that changed.

NZ's service standards have gotten so low recently, the cabins are pretty dirty.

uakmoraj13

Greetings Lionred.

I suggest you contact Mark Street via email and let him know or the CEO.
Have done it several times with good results. Emails are avalable from the call centre.
Was upgraded to gold from silver for 1 year after my first complaint after getting bad seats on an upgrade.

Was allowed to use my 2 RU upgrades on a flight (one for the wife which is not allowed when gold) after complaining about getting the wrong advise over the phone about having to pay to go back to economy should the wifes one up get rejected and my RU goes ahead on the same booking.

I suggest to everyone to keep complaining and if you are not satified:confused keep going up the food chain. If you do not complain then they will not know.
All they are interested in at the moment is saving nickle and dimes and not looking at the big picture.

GRUflyer

I have just done a few flights with NZ domestic and International Business Premier.

I have no clue what the hype abou NZ is. I found them horrible in every single aspect. Very confrontational staff, long queues, cheap catering.

Qantas is so much better.

dadig

I've had a overnight business trip Trans Tasman cancelled the other day, felt that staff didn't do much as they could as I had to push the entire last minute rebooking process.

While I made it to the client meeting (just), staff were not accomodating to consider extending my return for a few hours to allow me more time referring back to policy excuses citing that would be a voluntary change.

I'm NZ*G only, perhaps service only begins at elite

cavemanzk

I had an problem like this as well and they wouldn't change it, as it would be an 'voluntary change'.

They moved my PVG-AKL flight from 1930 to 1500, and they reckon'd I wouldn't have been able to do anything with my original 12hour layover between flights.

I asked to be moved to the next day, as my 12hours was reduced to 6hours and that I would pay the overnight accommodation in PVG so it didn't cost them anything. Apparently planning to meet up with Family in PVG on an 12 hour stop-over isn't an valid reason.

To add to it, it took them over 2 weeks to get back to me with an response.