20 Jul 2020

Air New Zealand customer credits now accessible online

11:52 am on 20 July 2020

More than 300,000 people who had their Air New Zealand flights cancelled by Covid-19 can now manage their booking credits online.

An Air New Zealand airplane waits for passengers at Wellington International airport on February 20, 2020.

Photo: AFP

The airline has launched the new tool to allow customers to re-book through the website without having to go through the call centre.

The move comes following an apology from Air New Zealand to customers frustrated at the slow re-booking process.

Air New Zealand chief commercial and customer officer Cam Wallace said credit from an international flight can now be used on a domestic one and the credit can include another traveller.

"We know this hasn't been quick to resolve, and we would like to thank our customers for their patience. Pre-Covid-19, we didn't have the systems in place for customers to redeem credits at this scale, so our teams have had to build this long-term solution from scratch," he said.

"Customers now have more flexibility with using their credits, including the ability to use credit from an international flight to book a domestic one and vice versa, and for the credit owner to choose who the credit is used for. We've also extended the period in which customers can use their credit - they have until 31 December 2021 to book and a further 12 months after booking to travel."

Currently the system has the capacity to deal only with single bookings but it is being extended.

The airline is also working on a solution for international customers and those who have booked through a travel agent.

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