Air New Zealand Defends Airpoints Amid Australian Criticism

Air New Zealand has responded to recent criticism of its Airpoints loyalty scheme following a study conducted by Australian Frequent Flyer. The airline asserts that its program remains straightforward and is actively pursuing innovations to enhance its value.

According to the research, airlines such as Qantas, Qatar Airways, Virgin Australia, Singapore Airlines, Emirates, and Etihad were found to provide greater value per point compared to Air New Zealand’s offering. The findings have raised questions about the competitiveness of Air New Zealand’s Airpoints program in the broader market.

Matt Graham, editor of Australian Frequent Flyer, acknowledged the study’s focus. “We did primarily set out to calculate the value of a frequent flyer point from an Australian perspective,” he stated. While he noted that the results might have limited relevance for New Zealanders, he emphasized that they should not be dismissed entirely.

Graham highlighted that earning Airpoints Dollars can be more accessible for New Zealand customers, especially through various channels such as credit card purchases, flights, and shopping. This aspect may provide a different context for Kiwis when evaluating the loyalty scheme.

Air New Zealand’s management maintains that the Airpoints program is designed to cater specifically to the needs of its customer base. As part of its response to the criticism, the airline is looking into innovative enhancements to improve the overall experience for its members.

In a competitive landscape where frequent flyer programs play a crucial role in customer loyalty, Air New Zealand’s commitment to innovation may be essential in retaining and attracting members. As the airline industry continues to evolve, the effectiveness of loyalty schemes like Airpoints will be closely monitored by both consumers and industry analysts alike.