Best way to contact air nz? Call centre clogged
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 |
Website says 1hr wait times. There have been massive numbers of disrupts due to weather in the last 24 hours so that's put wait times back up again.
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Originally Posted by Ellice
(Post 34574913)
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.
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Air NZ would do well to invest in a call back functionality, even if they didn't get back to you till the next day. Any decent company has this option as part of it's customer service offering.
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Originally Posted by Ellice
(Post 34575166)
Air NZ would do well to invest in a call back functionality, even if they didn't get back to you till the next day. Any decent company has this option as part of it's customer service offering.
Got to remember when queue isn't less than a few minutes is because of IRROPS so a call the next day isn't going to cut it. Having people wait online filters out the people who are urgent IRROP related vs something that can be handled later, those people will try again once the weather has passed. |
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 Ellice
(Post 34575166)
Air NZ would do well to invest in a call back functionality, even if they didn't get back to you till the next day. Any decent company has this option as part of it's customer service offering.
|
Originally Posted by Ellice
(Post 34575166)
Air NZ would do well to invest in a call back functionality, even if they didn't get back to you till the next day. Any decent company has this option as part of its customer service offering.
|
Originally Posted by Ellice
(Post 34575166)
Air NZ would do well to invest in a call back functionality, even if they didn't get back to you till the next day. Any decent company has this option as part of it's customer service offering.
The limitations aren't obvious to people who haven't had to design or implement a phone system - callbacks are pointless once call volumes reach a certain point if there aren't sufficient resources. They are not some sort of magic fix Air NZ suffered high call volumes yesterday and this morning due to bad weather for the last 2 days causing cancellations but by this evening the wait times had dropped right back again. |
Getting upset with long wait times when there is clear weather delays doesn't make a lot of sense to me. Is it annoying? Yes. Do I blame Air NZ that the wait times are long? Absolutely not.
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Originally Posted by kiwifrequentflyer
(Post 34577225)
Getting upset with long wait times when there is clear weather delays doesn't make a lot of sense to me. Is it annoying? Yes. Do I blame Air NZ that the wait times are long? Absolutely not.
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Originally Posted by codyc1515
(Post 34577900)
I disagree. I actually do blame Air NZ for this. IRROPs are far from a new thing. Why do I need to call to get a change made? It’s very hit and miss if the booking is able to be amended online FOC due to disrupts. This seems like an issue that should be trivial but I ultimately believe comes about due to a lack of investment in their IT systems. Instead let’s just throw some heads at the problem (call centre reps), which is surely more expensive.
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Originally Posted by codyc1515
(Post 34577900)
I disagree. I actually do blame Air NZ for this. IRROPs are far from a new thing. Why do I need to call to get a change made? It’s very hit and miss if the booking is able to be amended online FOC due to disrupts. This seems like an issue that should be trivial but I ultimately believe comes about due to a lack of investment in their IT systems. Instead let’s just throw some heads at the problem (call centre reps), which is surely more expensive.
Seems stupid that I had to ring, and that when an aircraft change is made the seat selection is unavailable. |
Originally Posted by jeffrocowboy
(Post 34579329)
Agree. I recently had an aircraft change and the seat selection was therefore unavailable. Needed to ring to select a seat and after that was processed, the map was opened up.
Seems stupid that I had to ring, and that when an aircraft change is made the seat selection is unavailable. https://cimg3.ibsrv.net/gimg/www.fly...ca8d81387.jpeg |
Originally Posted by jeffrocowboy
(Post 34579329)
Agree. I recently had an aircraft change and the seat selection was therefore unavailable. Needed to ring to select a seat and after that was processed, the map was opened up.
Seems stupid that I had to ring, and that when an aircraft change is made the seat selection is unavailable. |
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