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Just updating, I got through to lodge the RU requests in the end yesterday. For some reason they had switched on the call back function. I’ve never encountered that before. And they actually called me back in 15 minutes. Was not expecting that 🤪.
As others have said if I could have done this online I certainly would have. I know that air nz is under pressure and I think Foran is doing the best job he can (what a nightmare of a job to have) but other airlines around the world are doing much better with their call wait times than NZ. |
Ugh it seems AirNZ have now removed the callback option.
So frustrating after waiting an hour on hold last night only for the agent to somehow drop the call when putting back on hold (and didn't call back). |
Originally Posted by samjnz
(Post 34663067)
Ugh it seems AirNZ have now removed the callback option.
So frustrating after waiting an hour on hold last night only for the agent to somehow drop the call when putting back on hold (and didn't call back). |
Originally Posted by samjnz
(Post 34663067)
Ugh it seems AirNZ have now removed the callback option.
So frustrating after waiting an hour on hold last night only for the agent to somehow drop the call when putting back on hold (and didn't call back). Called today, took about 30 mins for someone to answer AND she was awesome. |
The call back is only offered when queue is stable is or decreasing.
If the queue is growing they stop call back as will make the queue worse. Hold works as a filter as people who need to talk stay and no urgent people just give up. Say when weather issues only really want people who are flying not people dealing with future stuff. |
Called at 1am the other day and got through in about a minute. The agent didn't resolve my query, but that's another story.
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Originally Posted by Ellice
(Post 34574913)
I'm trying to lodge recognition upgrades for giftees on my account. I can't do this online. It keeps coming up with "We're sorry, upgrade requests are temporarily unavailable. Please try again shortly."
I've tried ringing through to the call centre to do this. It recognises I've got Elite status. Just get put on hold with horrendous music playing in the background that's so bad and the wait so long that I have to hang up to get rid of the music. I've tried facebook messaging air nz, with the details it then comes up with a chat bot message that the message is too long. Can someone tell me what the best way/time to contact them. I do whatsapp but I don't do twitter. TIA |
Originally Posted by tknz
(Post 34668100)
I noticed you said you are elite. Despite the very long queues on the phone at the moment you can email [email protected] - you will get an auto reply saying 10-15 business days for a response though I've noticed they're actually replying in about 30 minutes.
Overall I think my AirNZ loyalty is definitely being pushed to the limit after 10 years at Elite -- its the combination of paying outrageously high fares with wasting several hours on hold to fly an outdated product with packed lounges. A lot of these issues have been floating around for years now prior to COVID (see earlier threads here about AKL lounge capacity issues, dated seats, poor IT/self service tools) but it seems they were emphasizing short term profits above all else at the time. |
Just a data point. Been trying to ring NZ call centre as their It wouldn’t let me do it online. After two days of trying I got through at 1am…
That elite email isn’t being answered promptly. Just get that canned 10-15 day reply and the WhatsApp app isn’t being replied to either. Prompt service from the call centre used to be one of the real benefits of being NZ Elite. Even that is gone now. |
Had a callback offered last night, which came through in 15 minutes.
Was trying to see if they would allow a Gold RU to be applied Y->Works Deluxe on a TG stock ticket - a long shot and a clear ‘no’. So that RU goes in the bin with the others… |
I don't think they're allowed to issue upgrades or make changes on other airlines stock.
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Originally Posted by codyc1515
(Post 34714481)
I don't think they're allowed to issue upgrades or make changes on other airlines stock.
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Originally Posted by Ellice
(Post 34715149)
They can lodge ru requests in NZ at the call centre. I think because my giftee booked through a travel agent I couldnt lodge the request online. It would be good if air nz fixed this problem since the call centre waits are so long.
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I have used RU on TA issued tickets no problem, but then again they were on NZ stock.
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There are no issues lodging RUs on a flight booked by a TA.
I'm not sure why anybody with a flight booked by a TA would be calling Air NZ directly about a booking - in most cases Air NZ can't touch or make changes because a TA is just that - an agent you've engaged to handle your booking for you. |
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