Yelling at the Robot!
Sep 17, 2022, 8:21 pm
#1
Original Poster
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,467
Yelling at the Robot!
Does anyone else end up yelling at the robot woman (the one who says Kia Ora in a really annoying way) whenever they call customer service?
Dear Air NZ if you are going to force your frequent travellers to call the same number please save us the stress of trying to explain something complicated to a robot who clearly doesn't fly very often!!
Today I was calling to apply an upgrade to a flight booked via a TA and after I said that was what I wanted "she" told me something about how its always nice to be a bit more comfortable and would I like a text message with a link about all the ways I could earn upgrades.
I get that they have to make this system apply to the lowest common denominator (i.e. those who rarely travel) but why can't they give Elites a separate number which avoids all the patronisation and frustration. Like often I am calling about something and they ask me if its for a certain flight , never the right one, when I usually have a bunch booked, clearly not build to handle customers with multiple bookings. I suspect either the elites are calling because its something they cannot do online or they are perhaps older and not so savvy with the online systems and want to be helped in person. In neither case is endlessly trying to gaslight me to send me to your website going to help! I am quite happy to wait since I get that you are short staffed but can you at least try and make the experience less frustrating! I have in the past even been cut off because the robot told me what I wanted I could do online (when clearly I couldnt!)
Anyway, rant over!
As ever, as soon as you get an actual person on the line, they are super helpful.
Dear Air NZ if you are going to force your frequent travellers to call the same number please save us the stress of trying to explain something complicated to a robot who clearly doesn't fly very often!!
Today I was calling to apply an upgrade to a flight booked via a TA and after I said that was what I wanted "she" told me something about how its always nice to be a bit more comfortable and would I like a text message with a link about all the ways I could earn upgrades.
I get that they have to make this system apply to the lowest common denominator (i.e. those who rarely travel) but why can't they give Elites a separate number which avoids all the patronisation and frustration. Like often I am calling about something and they ask me if its for a certain flight , never the right one, when I usually have a bunch booked, clearly not build to handle customers with multiple bookings. I suspect either the elites are calling because its something they cannot do online or they are perhaps older and not so savvy with the online systems and want to be helped in person. In neither case is endlessly trying to gaslight me to send me to your website going to help! I am quite happy to wait since I get that you are short staffed but can you at least try and make the experience less frustrating! I have in the past even been cut off because the robot told me what I wanted I could do online (when clearly I couldnt!)
Anyway, rant over!
As ever, as soon as you get an actual person on the line, they are super helpful.
Sep 17, 2022, 11:06 pm
#3
Original Poster
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,467
Sep 18, 2022, 12:09 am
#4
Join Date: Nov 2012
Programs: NZ GE, QF
Posts: 390
Does anyone else end up yelling at the robot woman (the one who says Kia Ora in a really annoying way) whenever they call customer service?
Dear Air NZ if you are going to force your frequent travellers to call the same number please save us the stress of trying to explain something complicated to a robot who clearly doesn't fly very often!!
Today I was calling to apply an upgrade to a flight booked via a TA and after I said that was what I wanted "she" told me something about how its always nice to be a bit more comfortable and would I like a text message with a link about all the ways I could earn upgrades.
I get that they have to make this system apply to the lowest common denominator (i.e. those who rarely travel) but why can't they give Elites a separate number which avoids all the patronisation and frustration. Like often I am calling about something and they ask me if its for a certain flight , never the right one, when I usually have a bunch booked, clearly not build to handle customers with multiple bookings. I suspect either the elites are calling because its something they cannot do online or they are perhaps older and not so savvy with the online systems and want to be helped in person. In neither case is endlessly trying to gaslight me to send me to your website going to help! I am quite happy to wait since I get that you are short staffed but can you at least try and make the experience less frustrating! I have in the past even been cut off because the robot told me what I wanted I could do online (when clearly I couldnt!)
Anyway, rant over!
As ever, as soon as you get an actual person on the line, they are super helpful.
Dear Air NZ if you are going to force your frequent travellers to call the same number please save us the stress of trying to explain something complicated to a robot who clearly doesn't fly very often!!
Today I was calling to apply an upgrade to a flight booked via a TA and after I said that was what I wanted "she" told me something about how its always nice to be a bit more comfortable and would I like a text message with a link about all the ways I could earn upgrades.
I get that they have to make this system apply to the lowest common denominator (i.e. those who rarely travel) but why can't they give Elites a separate number which avoids all the patronisation and frustration. Like often I am calling about something and they ask me if its for a certain flight , never the right one, when I usually have a bunch booked, clearly not build to handle customers with multiple bookings. I suspect either the elites are calling because its something they cannot do online or they are perhaps older and not so savvy with the online systems and want to be helped in person. In neither case is endlessly trying to gaslight me to send me to your website going to help! I am quite happy to wait since I get that you are short staffed but can you at least try and make the experience less frustrating! I have in the past even been cut off because the robot told me what I wanted I could do online (when clearly I couldnt!)
Anyway, rant over!
As ever, as soon as you get an actual person on the line, they are super helpful.
Please Air NZ, give us a dedicated phone line and sack the robot, we didn't really want another enhancement to Elite benefits.
Sep 18, 2022, 12:42 pm
#6
Join Date: Mar 2008
Location: Israel/United States
Posts: 1,234
I just repeat over and over, “agent - customer service- real person- agent…”
I do this with everyone. It generally works!
note to the OP. Them email that gave information that was only peripherally related to your question and not needed had nothing to do with Status. I’m sure plenty of non status customers get the same crap!