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NZ’s credit redemption goes digital

Air New Zealand’s online credit redemption tool has gone live for the more than 300,000 customers who purchased a ticket direct with the airline with New Zealand dollars. NZ is currently working on a solution for its international customers and those who have booked through a travel agent.

There are also a number of ticket types that will not have access to this tool immediately, for example group bookings. A solution is also being worked on for these. NZ’s chief commercial and customer office, Cam Wallace acknowledges it hasn’t been a quick fix. ‘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.’

Customers can now view a breakdown of their credit, including seat selection or carbon emissions offset, and use their credit to book new flights. There’s more flexibility with using 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.

The period in which customers can use their credit has been extended – they have until 31 December 2021 to book and a further 12 months after booking to travel. If customers do not use the full value of their credit in one booking, the remaining balance will be available to view and use for as long as the credit is valid.

Throughout June and July, around 57,000 customers who had paid in full using Airpoints Dollars had the value of their fare returned as Airpoints Dollars. The carrier’s chief digital officer Jennifer Sepull says the airline’s digital team has been working hard over the past few months to get the online tool up and running. ‘Over the next few months, we’ll be working to evolve this credit tool to increase its self-service capability. ‘At this stage, the online tool can only process credit from single bookings and we are actively working on extending this so credit from multiple flights can be combined and used. In the meantime, customers with multiple flights will still need to call our contact centre.’

Resource: Travelinc

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