Air Nz review: International Gold Alliance customer service

On 28 August 2023 under booking reference JDSSZH

I had booked flight Tauranga to Auckland . I turned up to airport around 9am as needed to change flight 107 Auckland to Sydney on this. I tried to do it online but couldn’t and had spent 2 hours on the phone trying to get someone to change it on the phone then got hung up on and so figured I’d go early to the airport and have it changed.

When I arrive they say they cant change it but to do this in Auckland at the international airport they then tell me my 11am flight had been cancelled and I get on a different flight.

I arrive in auckland and Immediately around 10am go to the ticket office to change my ticket to Sydney from 107 to 109. They tell me because my luggage was checked through in Tauranga to do it in the lounge.

I get to the lounge they now tell me I cant change the ticket as all luggage checked in.

I paid for a fully flexible ticket and am trying to change it more then 4 hours before my flight amd am told I cant.

So i wait and tell my partner I cant change my flight he gets upset. And says thats ridiculous and encourages to go back to the lounge air nz staff to change it.

My reasoning for changing was because I am 28 weeks pregnant an hadnt been well and wanted to travel with my partner on flight 109 to Sydney.

Finally the lady is lovely and manages to organise for me to get on the same flight as my partners. Because 3+ hours has now passed since I tried to change it . I have to get offloaded by the flight pay for another flight and then for luggage .