Long hold when calling

Old May 11, 2023, 6:15 pm
  #46  
 
Join Date: May 2008
Location: MSP
Programs: DL Plat, NZ Elite, QF Plat
Posts: 1,780
Originally Posted by flyer94
If it's not super urgent, I now resort to just emailing the Gold email address - the last few times I've emailed, they've always replied back within 24 hours with my query solved. Better than holding and/or waiting for a callback.
Yep I do the same and have noticed emailing the Elite email address they always respond same day or next day
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Old May 12, 2023, 11:48 am
  #47  
 
Join Date: Dec 2007
Programs: Air New Zealand Elite
Posts: 453
What’s the elite email address? I’ve never used it before.
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Old May 12, 2023, 4:55 pm
  #48  
 
Join Date: Jul 2014
Location: Auckland
Programs: NZ Elite, IHG Diamond Ambassador
Posts: 918
Originally Posted by Ellice
Whats the elite email address? Ive never used it before.
elite [at] airnz.co.nz
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Old May 12, 2023, 6:35 pm
  #49  
 
Join Date: Dec 2022
Posts: 426
I've surprisngly got decent results from whatsapp for non-urgent matters, even when I had no status. Usually within 48hrs.
via facebook messenger its very hit and miss, one time it was 5 weeks after my scheduled flight.
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Old May 12, 2023, 8:41 pm
  #50  
 
Join Date: Feb 2007
Programs: NZ Koru
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Originally Posted by raznz
I've surprisngly got decent results from whatsapp for non-urgent matters, even when I had no status. Usually within 48hrs.
via facebook messenger its very hit and miss, one time it was 5 weeks after my scheduled flight.
Im NZ gold, and selected the my flight is within 48hr on WhatsApp today, and got a response in a couple of mins.

Flight had been canceled and rebooked on QF, but handnt been given the QF PNR to checkin.
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Old May 16, 2023, 8:27 pm
  #51  
 
Join Date: May 2008
Location: MSP
Programs: DL Plat, NZ Elite, QF Plat
Posts: 1,780
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 its 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.
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Last edited by NZ_Flyer; May 16, 2023 at 8:38 pm
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Old May 25, 2023, 2:47 pm
  #52  
 
Join Date: May 2003
Programs: NZ Elite, AC SE100K, Westjet, Marriott, Nexus, Global Entry
Posts: 6,204
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.
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Old May 25, 2023, 11:55 pm
  #53  
 
Join Date: Dec 2011
Location: Auckland
Programs: NZ Elite Gold
Posts: 42
Originally Posted by taupo
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.
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.
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Old May 26, 2023, 1:02 am
  #54  
 
Join Date: Dec 2015
Posts: 383
Originally Posted by smashingly
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.
Actually the last few times Ive spoken to an Elite team member Ive 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 Id 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
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Old May 26, 2023, 1:14 am
  #55  
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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 &#128521.

She revealed that some Elites are very demanding, but mostly were well informed with clearly articulated requests.
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Old May 28, 2023, 3:12 am
  #56  
 
Join Date: Dec 2011
Location: Auckland
Programs: NZ Elite Gold
Posts: 42
Originally Posted by drajknox
Actually the last few times Ive spoken to an Elite team member Ive 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 Id 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
Oh wow thats awesome, and good to know, in future Ill try calling instead of emailing.
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Old Jun 10, 2023, 6:10 pm
  #57  
 
Join Date: Dec 2012
Location: New Zealand
Programs: Air NZ *E
Posts: 150
Data point: Called this week as an Elite during the middle of NZ day, with a <5 min wait - excellent!
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Old Jul 24, 2023, 9:48 pm
  #58  
 
Join Date: Jan 2023
Posts: 13
Sort of o point but not quite.
Sent query to flight comment about being charged for seats (Koru member) in supposedly free area, sent on 22 December 2022, just got answer today, just over 7 months later and after flight flown!
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Old 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?
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Old Jul 25, 2023, 12:09 am
  #60  
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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”
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