Jetstar-level gaslighting
Mar 19, 23, 5:59 pm
#16
Original Poster
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,431
"Kia ora Oranjemakker 👋 Thanks for the message and apologies for the delayed reply. We're getting absolutely swamped with messages from thousands of customers at the moment and are working through our backlog as quickly as we can humanly type 💜 We can see you've already flown XXXXX and we're so sorry we couldn't reply sooner! If you still require assistance for YYYYYY, can you please let us know your booking query and that you have the authority to discuss the booking on behalf of the passenger 😊 ^OU"
i suppose the cutesy emoji are supposed to make me feel better about the 37 days its taken them to answer
Mar 19, 23, 6:18 pm
#17
Original Poster
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,431
The only downside is none of their flexi fares are refundable for cash, only credits so you have to manage these carefully and you can only apply one credit to the booking (unless you contact the chat to retroactively credit)
Mar 19, 23, 7:10 pm
#18
Join Date: May 2003
Location: Sun Peaks, Taupo, London
Programs: NZ Elite, AC SE100K, Westjet Gold, Marriott Bonvoy Gold Elite, Nexus, Global Entry
Posts: 5,970
I did exactly as you suggested above.
The Air NZ person in domestic sorted it all and refunded the flexi.
Reminded that Air NZ as an entity is severely lacking, but has so many wonderful employees
Mar 19, 23, 7:21 pm
#19
Original Poster
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,431
https://www.airnewzealand.co.nz/executive
Mar 19, 23, 8:06 pm
#20
Join Date: May 2003
Location: Sun Peaks, Taupo, London
Programs: NZ Elite, AC SE100K, Westjet Gold, Marriott Bonvoy Gold Elite, Nexus, Global Entry
Posts: 5,970
Agree must be so dispiriting to work there these days with their complete lack of leadership around customer care. I suppose if you don't show customer value as a number one priority at the exec team. Nowhere for example on the exec team bios of any of them are customers mentioned, and doesnt seem like any of them have a background in customer service.
https://www.airnewzealand.co.nz/executive
https://www.airnewzealand.co.nz/executive
The outfit though, goes from bad to worse.
Mar 19, 23, 8:30 pm
#21
Join Date: Jul 2014
Location: Auckland
Programs: NZ Elite, IHG Diamond Ambassador
Posts: 867
My apologies and you are correct, JQ while in many ways no frills, does answer their online chat very promptly. And when as I usually do you book the Business bundle you get decent carry on, flexibility (though not as good as AirNZ) and food credit on board (and better food and beverage than AirNZ domestic).
The only downside is none of their flexi fares are refundable for cash, only credits so you have to manage these carefully and you can only apply one credit to the booking (unless you contact the chat to retroactively credit)
The only downside is none of their flexi fares are refundable for cash, only credits so you have to manage these carefully and you can only apply one credit to the booking (unless you contact the chat to retroactively credit)
When everything goes ok, NZ are a very good airline overall. The issue is when something goes wrong. Part of the issue is they lost a lot of very experienced staff in the contact centre over Covid. I've heard murmurings internally that in hindsight they shouldn't have made anyone redundant in the CC or offered voluntary redundancy. A lot of it came down to senior execs not actually having any decent knowledge of what the contact centre does and it's capabilities...
Mar 19, 23, 9:19 pm
#22
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 9,621
I suppose with JQ you expect the worst and are pleasantly surprised when they come through. With NZ being a "premium" carrier on the other hand you expect the best and end up with the worst!
When everything goes ok, NZ are a very good airline overall. The issue is when something goes wrong. Part of the issue is they lost a lot of very experienced staff in the contact centre over Covid. I've heard murmurings internally that in hindsight they shouldn't have made anyone redundant in the CC or offered voluntary redundancy. A lot of it came down to senior execs not actually having any decent knowledge of what the contact centre does and it's capabilities...
When everything goes ok, NZ are a very good airline overall. The issue is when something goes wrong. Part of the issue is they lost a lot of very experienced staff in the contact centre over Covid. I've heard murmurings internally that in hindsight they shouldn't have made anyone redundant in the CC or offered voluntary redundancy. A lot of it came down to senior execs not actually having any decent knowledge of what the contact centre does and it's capabilities...
Mar 19, 23, 9:46 pm
#23
Original Poster
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,431
I suppose with JQ you expect the worst and are pleasantly surprised when they come through. With NZ being a "premium" carrier on the other hand you expect the best and end up with the worst!
When everything goes ok, NZ are a very good airline overall. The issue is when something goes wrong. Part of the issue is they lost a lot of very experienced staff in the contact centre over Covid. I've heard murmurings internally that in hindsight they shouldn't have made anyone redundant in the CC or offered voluntary redundancy. A lot of it came down to senior execs not actually having any decent knowledge of what the contact centre does and it's capabilities...
When everything goes ok, NZ are a very good airline overall. The issue is when something goes wrong. Part of the issue is they lost a lot of very experienced staff in the contact centre over Covid. I've heard murmurings internally that in hindsight they shouldn't have made anyone redundant in the CC or offered voluntary redundancy. A lot of it came down to senior execs not actually having any decent knowledge of what the contact centre does and it's capabilities...
Last edited by oranjemakker; Mar 19, 23 at 11:02 pm Reason: Edited
Mar 20, 23, 12:43 am
#25
Join Date: Feb 2007
Programs: NZ Koru
Posts: 6,365
I find JQ online services offers so many more options on a distribution. Even sometimes if your flights a couple hours late, Ive a text offering me to re-route with JQ. NZ on the other hand, they just hope you keep happy sipping Duet in the Koru Club.
Mar 20, 23, 1:09 am
#26
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 5,908
Had my ROT-AKL flight cancelled today literally 25 mins before the inbound flight was due to leave AKL.
Disruptions are still a major issue at present with so many flights being full.
Disruptions are still a major issue at present with so many flights being full.
Mar 20, 23, 1:13 am
#27
Join Date: Apr 2016
Posts: 777
I stand corrected, they replied today to my message last night apologising for not replying to my message from a month ago
"Kia ora Oranjemakker 👋 Thanks for the message and apologies for the delayed reply. We're getting absolutely swamped with messages from thousands of customers at the moment and are working through our backlog as quickly as we can humanly type 💜 We can see you've already flown XXXXX and we're so sorry we couldn't reply sooner! If you still require assistance for YYYYYY, can you please let us know your booking query and that you have the authority to discuss the booking on behalf of the passenger 😊 ^OU"
i suppose the cutesy emoji are supposed to make me feel better about the 37 days its taken them to answer
"Kia ora Oranjemakker 👋 Thanks for the message and apologies for the delayed reply. We're getting absolutely swamped with messages from thousands of customers at the moment and are working through our backlog as quickly as we can humanly type 💜 We can see you've already flown XXXXX and we're so sorry we couldn't reply sooner! If you still require assistance for YYYYYY, can you please let us know your booking query and that you have the authority to discuss the booking on behalf of the passenger 😊 ^OU"
i suppose the cutesy emoji are supposed to make me feel better about the 37 days its taken them to answer
Mar 21, 23, 3:19 pm
#28
Moderator, Hilton Honors
Join Date: Nov 2003
Location: on a short leash
Programs: some
Posts: 71,402
My apologies and you are correct, JQ while in many ways no frills, does answer their online chat very promptly. And when as I usually do you book the Business bundle you get decent carry on, flexibility (though not as good as AirNZ) and food credit on board (and better food and beverage than AirNZ domestic).
The only downside is none of their flexi fares are refundable for cash, only credits so you have to manage these carefully and you can only apply one credit to the booking (unless you contact the chat to retroactively credit)
The only downside is none of their flexi fares are refundable for cash, only credits so you have to manage these carefully and you can only apply one credit to the booking (unless you contact the chat to retroactively credit)
Not as good as nz's flexirefund.
