Long hold when calling
Dec 4, 2022 | 3:16 pm
#1
Original Poster
Join Date: Apr 2005
Location: ORD, MKE
Programs: UA, AA, Hilton and regular member of everything else
Posts: 1,355
Long hold when calling
I bought a global flexifare PE ticket (AKL-ORD) and I need to cancel my flight. I should be able to get a full refund. However, I can't cancel online - under manage booking, it says to call their 800 number. When calling (the US number), they say there will be at least a 4 hour wait. I can't sit next to the phone for 4 hours. Is there a better time to call? Seems like Monday AM NZ time should be a less busy time, but clearly that's not the case. Is there another number? Would I have a better chance if I call the NZ 800 number?
Dec 4, 2022 | 3:25 pm
#2
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Plat
Posts: 10,706
I bought a global flexifare PE ticket (AKL-ORD) and I need to cancel my flight. I should be able to get a full refund. However, I can't cancel online - under manage booking, it says to call their 800 number. When calling (the US number), they say there will be at least a 4 hour wait. I can't sit next to the phone for 4 hours. Is there a better time to call? Seems like Monday AM NZ time should be a less busy time, but clearly that's not the case. Is there another number? Would I have a better chance if I call the NZ 800 number?
Dec 4, 2022 | 3:35 pm
#3
Original Poster
Join Date: Apr 2005
Location: ORD, MKE
Programs: UA, AA, Hilton and regular member of everything else
Posts: 1,355
Try calling when it is 0100-0500 in New Zealand. I have no idea if you can do that by calling the NZ 0800 number, you might have to call the regular number. There have been long periods on hold here in NZ as well. None of like holding for hours, but you might just have to do that - many here have had to do so.
Dec 4, 2022 | 3:55 pm
#5
Original Poster
Join Date: Apr 2005
Location: ORD, MKE
Programs: UA, AA, Hilton and regular member of everything else
Posts: 1,355
Dec 4, 2022 | 10:05 pm
#6
Original Poster
Join Date: Apr 2005
Location: ORD, MKE
Programs: UA, AA, Hilton and regular member of everything else
Posts: 1,355
Tried again a short while ago and even though the recording said wait times are greater than 4 hours, I only had to wait 30 minutes. Either they didn't update their wait times or they want people to not bother calling and find some other way to deal with their issues. Agent seemed local to NZ, very nice and efficient (way better than most US airline agents). Looking forward to flying Air New Zealand for the first time in a few weeks.
Last edited by mlbcard; Dec 4, 2022 at 10:26 pm Reason: Grammar
Dec 15, 2022 | 2:58 am
#7
Join Date: Apr 2016
Posts: 778
I’ve waited 35 minutes for my call to be answered at nearly 11 PM at night as a Silver member. The Covid excuse is totally piss poor at time point, especially so when they’ve paused recruitment until next year and are paying circa $41k for contact centre roles that are not WFH, in Auckland - one of the most expensive places in the world to live in. In a cost of living crisis, how on earth do you expect to attract and - more importantly - retain talent at that wage?
Dec 15, 2022 | 3:20 am
#8
Join Date: Jul 2014
Location: Auckland
Programs: NZ Elite, IHG Diamond Ambassador
Posts: 926
Ive waited 35 minutes for my call to be answered at nearly 11 PM at night as a Silver member. The Covid excuse is totally piss poor at time point, especially so when theyve paused recruitment until next year and are paying circa $41k for contact centre roles that are not WFH, in Auckland - one of the most expensive places in the world to live in. In a cost of living crisis, how on earth do you expect to attract and - more importantly - retain talent at that wage?
Dec 15, 2022 | 3:33 am
#9
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Plat
Posts: 10,706
Ive waited 35 minutes for my call to be answered at nearly 11 PM at night as a Silver member. The Covid excuse is totally piss poor at time point, especially so when theyve paused recruitment until next year and are paying circa $41k for contact centre roles that are not WFH, in Auckland - one of the most expensive places in the world to live in. In a cost of living crisis, how on earth do you expect to attract and - more importantly - retain talent at that wage?
Dec 20, 2022 | 7:28 pm
#11
Join Date: Jun 2008
Location: Auckland
Programs: NZ Elite Partner/Silver (in own right), PR Classic, QF Bronze, UA Member, VA Red
Posts: 1,572
Silver (Elite Partner - but don't think that gives any benefits in the calling queue)
Recent wait times
1) 45 minutes - call back (but could not take the call) [mid morning]
2) 2 hours - but I missed the call being answered by AirNZ (I was multitasking) [early evening]
3) 2 hours - call successfully answered (and efficiently dealt with) [9:30am]
Recent wait times
1) 45 minutes - call back (but could not take the call) [mid morning]
2) 2 hours - but I missed the call being answered by AirNZ (I was multitasking) [early evening]
3) 2 hours - call successfully answered (and efficiently dealt with) [9:30am]
Jan 16, 2023 | 1:18 am
#12
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 6,402
I rang this morning.. At 1hr45 the call dropped.
Called back just before 1pm and got an immediate callback option so. used that. Callback unfortunately came at 4pm right while I was at the dentist for 15 mins so I missed it.
Called back when I got home at 5pm and the IVR announced an expected wait time of over 6 hours. Yeah nah.
Called back just before 1pm and got an immediate callback option so. used that. Callback unfortunately came at 4pm right while I was at the dentist for 15 mins so I missed it.
Called back when I got home at 5pm and the IVR announced an expected wait time of over 6 hours. Yeah nah.
Jan 16, 2023 | 2:02 am
#13
Join Date: Feb 2020
Programs: AirNZ NZ*E
Posts: 31
I rang this morning.. At 1hr45 the call dropped.
Called back just before 1pm and got an immediate callback option so. used that. Callback unfortunately came at 4pm right while I was at the dentist for 15 mins so I missed it.
Called back when I got home at 5pm and the IVR announced an expected wait time of over 6 hours. Yeah nah.
Called back just before 1pm and got an immediate callback option so. used that. Callback unfortunately came at 4pm right while I was at the dentist for 15 mins so I missed it.
Called back when I got home at 5pm and the IVR announced an expected wait time of over 6 hours. Yeah nah.
Jan 16, 2023 | 2:48 pm
#15
Join Date: Jul 2014
Location: Auckland
Programs: NZ Elite, IHG Diamond Ambassador
Posts: 926