Long hold when calling
May 11, 2023, 6:15 pm
#46
Join Date: May 2008
Location: MSP
Programs: DL Plat, NZ Elite, QF Plat
Posts: 1,776
Yep I do the same and have noticed emailing the Elite email address they always respond same day or next day
May 12, 2023, 8:41 pm
#50
Join Date: Feb 2007
Programs: NZ Koru
Posts: 6,414
Flight had been canceled and rebooked on QF, but handnt been given the QF PNR to checkin.
May 16, 2023, 8:27 pm
#51
Join Date: May 2008
Location: MSP
Programs: DL Plat, NZ Elite, QF Plat
Posts: 1,776
Had to call Air NZ at the same time as a Jade member. I got offered a callback option as an Elite and they just got dumped in the queue. Not sure if it’s just coincidence or maybe they are reserving call backs for Elite/Gold
Edit: so we both called back to test it out. We are both changing Int bookings. When I get asked what I want and say “change international booking” I get put straight to the queue and then offered a callback. Jade member gets asked what departure and arrival airports are, then after saying them, gets put into queue and no callback offered.
Edit: so we both called back to test it out. We are both changing Int bookings. When I get asked what I want and say “change international booking” I get put straight to the queue and then offered a callback. Jade member gets asked what departure and arrival airports are, then after saying them, gets put into queue and no callback offered.
Last edited by NZ_Flyer; May 16, 2023 at 8:38 pm
May 25, 2023, 2:47 pm
#52
Join Date: May 2003
Location: Sun Peaks, Taupo.
Programs: NZ Elite, AC SE100K, Westjet Teal, Marriott Bonvoy Gold Elite, Nexus, Global Entry
Posts: 6,130
Held for 45 minutes today and gave up.
This is having put in AP number and the system recognising the GE membership.
Air NZ, your customer service is atrocious.
You have zero excuse.
Hire people and pay them appropriately.
This is having put in AP number and the system recognising the GE membership.
Air NZ, your customer service is atrocious.
You have zero excuse.
Hire people and pay them appropriately.
May 25, 2023, 11:55 pm
#53
Join Date: Dec 2011
Location: Auckland
Programs: NZ Elite Gold
Posts: 42
Yeah and I'm finding even their Elite team don't fully understand some email enquiries, eg. not reading the question properly then giving an answer that doesn't fit the question/issue. If I reply to their reply, I never hear back from them - so I have to rephrase the question into a new query. The other day I looked at my email archives and compared the quality of responses I used to get from the Elite team around 2017-2018 when I first got Elite Gold, and wow, it's a night and day difference. Pre-covid, their responses really gave a feeling of "I'm being really looked after", but now it feels more like it's just a regular customer service rep using an "Elite Team" email signature.
May 26, 2023, 1:02 am
#54
Join Date: Dec 2015
Posts: 367
Yeah and I'm finding even their Elite team don't fully understand some email enquiries, eg. not reading the question properly then giving an answer that doesn't fit the question/issue. If I reply to their reply, I never hear back from them - so I have to rephrase the question into a new query. The other day I looked at my email archives and compared the quality of responses I used to get from the Elite team around 2017-2018 when I first got Elite Gold, and wow, it's a night and day difference. Pre-covid, their responses really gave a feeling of "I'm being really looked after", but now it feels more like it's just a regular customer service rep using an "Elite Team" email signature.
May 26, 2023, 1:14 am
#55
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,195
I had a CSA who was ‘new’ to the Elite team a few days ago. She was able to resolve the question quickly, and warmed to some postive feedback on her performance (I am not always a grump 😉
.
She revealed that some Elites are very demanding, but mostly were well informed with clearly articulated requests.
.She revealed that some Elites are very demanding, but mostly were well informed with clearly articulated requests.
May 28, 2023, 3:12 am
#56
Join Date: Dec 2011
Location: Auckland
Programs: NZ Elite Gold
Posts: 42
Actually the last few times I’ve spoken to an Elite team member I’ve been really impressed - friendly, knowledgeable and helpful. I even had one agent call me back when they knew I was trying to get an upgrade and I’d entered it incorrectly in the online tool - I was so impressed I contacted Greg Foran and he said he would go and personally compliment the agent on their excellent service. It is however frustrating when sometimes having to wait 45 minutes rather than 45s several years ago
Jul 24, 2023, 11:43 pm
#59
Join Date: Jul 2006
Location: SIN
Programs: SQ TPP7, NZ*E, HH Diamond, SPG Plat
Posts: 84
Not getting any better
One and half hours yesterday to assign seats (non AIrNZ ticket, so can't be done online) for a long-haul J class booking yesterday. I had asked by WhatsApp for this to be done on July 5th.
Now no seats together and they won't release 8A and 9A.
You have to wonder when the usually high call volume will decline?
Now no seats together and they won't release 8A and 9A.
You have to wonder when the usually high call volume will decline?
Jul 25, 2023, 12:09 am
#60
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,195
What time did you call? I had had much improved responses in the past 3 months calling <7am and >8pm NZ time - although I also get the additional “ we can see you call us quite frequently”