Air New Zealand call centre, Auckland

2 replies

wilsoni Banned

wilsoni Banned

Qantas - Qantas Frequent Flyer

Member since 28 Sep 2011

Total posts 302

Called Air NZ in AKL. Agent (confirmed she was actually in AKL) putting me on hold several times to speak with supervisor. After 45 mins I asked her to call me back when it was all sorted. Sorry she said, this is a call-in centre, we don't call you. Anyone else had this? I was calling on 800 number, so talking to me cost them either way. Lack of respect for paying customers, pure and simple.


Member since 02 Jan 2013

Total posts 66

Interesting topic. I've had various issues in the past with Air New Zealand Call Centre however not to the point where I ask them to call me back. I prefer my call to be handled on the call even if my time is limited. They are an inbound call centre I guess, however first call resolution should be their priority.


Qantas - Qantas Frequent Flyer

Member since 23 Mar 2012

Total posts 67

I would have thought call in centre or not - customer service should be first priority. I was on a longish call with VA last year and they offered to call me back as the issue was going to take some time to fix. That was great as i didn't have to hang about, just answer when they had addressed the issue.

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