Super Friendly Air NZ Phone Staff

[tuppaware]

After deciding pay for an upgrade to PE on my return leg of BNE-LAX with Air NZ I gave the phone centre a ring. Knowing that I would have to pay $250 to change the sale fare I had bought.

To my surprise I got a call centre in NZ and the lady on the phone (Farris) was so friendly. After about 15 mins of conversation she decided to waive the $250 fee for changing my ticket and processed everything for me. As I have not even flown Air NZ things like that make you want to go back.

It reminds me how a good phone manner makes a difference.

If only Qantas was as nice..

 

[anat0l]

+1 NZ phone staff are very good to deal with.

QF Premium Desk are nice people too (some exceptions noted about this forum). I can't actually think of one experience where QF desk has been bad, but I must be lucky. But definitely can't fault QF Premium (I realise this isn't fair to say for those that can't call Premium).

JQ? Another planet - they need some serious work.

 

[notzac]

JQ? Another planet - they need some serious work.

I've actually had really positive experiences with the JQ contact centre (involving flight changes + adding FF number to the booking) .. maybe I've gotten lucky? Who knows.

 

[trooper]

My understanding is that NZ rationalised their call centres NOT by outsourcing to India/Phillipines /etc, but by simply closing down the US/Europe/Aus (or wherever) centres ... and having ALL calls routed to the one centre... in New Zealand!

Brilliant!

How much better can it be to call NZ.. and get a lady with that accent?

(Yes, yes, the guys are fine too...)

Add to that the agents are almost invariably competent (IME anyway)and you get...

...well, you get the OP's experience.

It isn't often mentioned, but the NZ call centre IS a factor in my continuing use of that airline...

 

[kiwi2768]

About two years ago, I had to book an urgent flight to get two people from PER-DUD and return due to a death in the family. The lady at the Air NZ call centre was really lovely. She couldn't have been more helpful.