Unable to contact Air New Zealand

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#2438893 15-Mar-2020 23:03

Goosey:

You could try email?

Aside from that, they published a media release yesterday saying 'bare with them'..... it seems like the whole world is calling them.

Keep trying online and phone

Kia ora,

Thank you for contacting Air New Zealand.

As the unprecedented events related to COVID-19 continue to evolve and following the recent New Zealand Government's announcement introducing further temporary border restrictions, we have been receiving an increase amount of customer queries.

We currently estimate, it will take a member of our team to reach out to you in the next 15 to 20 business days. We would like to thank you in advance for your understanding and patience while we review your correspondence and investigate accordingly.

LOL 15 to 20 Business days.

insane

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#2438894 15-Mar-2020 23:14

Yikes! I'm surprised they haven't trained Oscar? their chatbot to handle these enquiries.

NPCtom

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#2438895 15-Mar-2020 23:16

insane: Yikes! I'm surprised they haven't trained Oscar? their chatbot to handle these enquiries.

Oscar is a PITA.

All it does is find information already on their website and 90% of the time it can't even do that.

I have travel booked to the US in 4 days and it looks like I'll be forced to go if I cannot get through to a customer rep.

Jase2985

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#2438912 16-Mar-2020 05:17

NPCtom:

insane: Yikes! I'm surprised they haven't trained Oscar? their chatbot to handle these enquiries.

Oscar is a PITA.

All it does is find information already on their website and 90% of the time it can't even do that.

I have travel booked to the US in 4 days and it looks like I'll be forced to go if I cannot get through to a customer rep.

you are in no way forced to go just because you cant get through to the call center

some of the demand would have dropped given the travel deadline is up now as there wont be so many people trying to change flights.

noroad

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#2439035 16-Mar-2020 10:20

Well, seeing as they just dropped 85% of their international flights for the next three months I guess its pointless even trying to contact them about my US flights in 2 weeks time. Just need to let them do their best at this point. Hopefully this won't cause a total disaster for AirNZ, I predict around 30%-50% of the worlds airlines are about to collapse.

amiga500

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#2439041 16-Mar-2020 10:29

I got caught up in this too. I turned the TV over to TV1 just in time to see the PM's announcement on non essential travel and self-isolation - exactly 13 hours before I was due to fly to Brisbane. I had already checked in. So far I have not even tried to contact Air NZ about a refund or a credit, & I didn't even consider trying to phone them on Saturday night. From what I have read on the website it seems they will be offering a refund or a credit, so will try to contact them in a few days.

Because I was already checked in I was tempted to travel anyway but sanity kicked in & I observed the travel advisory!

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amiga500

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#2439452 16-Mar-2020 16:57

3puttssuck:

Goosey:

You could try email?

Aside from that, they published a media release yesterday saying 'bare with them'..... it seems like the whole world is calling them.

Keep trying online and phone

Kia ora,

Thank you for contacting Air New Zealand.

As the unprecedented events related to COVID-19 continue to evolve and following the recent New Zealand Government's announcement introducing further temporary border restrictions, we have been receiving an increase amount of customer queries.

We currently estimate, it will take a member of our team to reach out to you in the next 15 to 20 business days. We would like to thank you in advance for your understanding and patience while we review your correspondence and investigate accordingly.

LOL 15 to 20 Business days.

Just sent them an email & got the same response 15 -20 days, that queries being answered in order of receipt. Still that is better than wasting time & good mood trying to speak with them on the phone.

NPCtom

430 posts

Ultimate Geek
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#2439592 16-Mar-2020 20:21

Two day wait via Facebook messenger and finally got through. Responses aren't generic so looking good!

geekbhaji

225 posts

Master Geek
+1 received by user: 27

#2439823 17-Mar-2020 10:31

I got a call from flight center and they sent me a form to fill to hold credit for 12 months.

Looks like mine is sorted at the moment but still have to contact Air NZ for my mum because she wasnt booked via Flight Center.

So looks like if you have booked via an agent its worth talking to them first, might be easier to get hold of them, even personally walking in the store.

Cheers

Humor makes us humans !

nathan

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#2439839 17-Mar-2020 10:50

been trying for 3 days now, number engaged every time

no reply on twitter from 36 hours ago

noroad

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#2439843 17-Mar-2020 10:53

geekbhaji:

I got a call from flight center and they sent me a form to fill to hold credit for 12 months.

Sorry, but you are assuming Flight Center will still be operating in 12 months. I hate to say it but I suspect it will collapse along with every other travel agent. It will be a good thing if we have a national airline left when the dust settles and I would say this will only be because of government intervention.

https://www.ft.com/content/30a3a26e-674f-11ea-800d-da70cff6e4d3

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nathan

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#2439844 17-Mar-2020 10:55

noroad:

geekbhaji:

I got a call from flight center and they sent me a form to fill to hold credit for 12 months.

Sorry, but you are assuming Flight Center will still be operating in 12 months. I hate to say it but I suspect it will collapse along with every other travel agent. It will be a good thing if we have a national airline left when the dust settles and I would say this will only be because of government intervention.

https://www.ft.com/content/30a3a26e-674f-11ea-800d-da70cff6e4d3

they probably bonded and the govt will probably bail AirNZ out

phrozenpenguin

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#2439866 17-Mar-2020 11:13

I got through to AirNZ this morning. Called at 7am and was on hold for 50 minutes.

Flight credit for flights departing in less than 24hrs.

MurrayM

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#2439941 17-Mar-2020 12:57

Any word on what Air NZ are doing for domestic flights? My parents are due to fly from Christchurch to Auckland for ANZAC Day commerations. They booked a few weeks ago but it's likely the commerations will be cancelled. Are Air NZ giving refunds or credits for cases like this?

wellygary

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#2439965 17-Mar-2020 13:45

MurrayM:

Any word on what Air NZ are doing for domestic flights? My parents are due to fly from Christchurch to Auckland for ANZAC Day commerations. They booked a few weeks ago but it's likely the commerations will be cancelled. Are Air NZ giving refunds or credits for cases like this?

At the moment no, but things will change... they have a bunch of Domestic network capacity cuts coming,

But if this is still a big mess by the middle of April, I'm fairly sure you get a 12 month credit at least...

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