Air New Zealand Responds to Criticism of Airpoints Loyalty Program

Air New Zealand has defended its Airpoints loyalty program following a critical study from the Australian Frequent Flyer. The report suggests that several major airlines, including Qantas, Qatar Airways, and Virgin Australia, offer better value for frequent flyer points compared to Air New Zealand’s scheme. The airline asserts that its program is straightforward and continues to innovate to enhance customer satisfaction.

The study, conducted by the Australian Frequent Flyer, evaluated the value of frequent flyer points from an Australian perspective. According to Matt Graham, the editor of Australian Frequent Flyer, “We did primarily set out to calculate the value of a frequent flyer point from an Australian perspective. So, the findings are perhaps slightly less relevant to New Zealanders, but not totally irrelevant either.”

Despite the findings, Graham noted that it is generally easier for New Zealanders to earn Airpoints Dollars through various means, such as credit card purchases, flying with Air New Zealand, and shopping at partner retailers. This accessibility could mitigate some of the concerns raised in the report.

Continued Commitment to Loyalty

In response to the criticism, Air New Zealand emphasized its commitment to providing value to its customers. The airline has been working on innovative enhancements to its loyalty program, aiming to increase the flexibility and benefits available to members. The airline’s representatives reiterated that while the Australian Frequent Flyer’s findings are valid for an Australian audience, they may not fully capture the advantages of the Airpoints program for New Zealand residents.

Air New Zealand’s loyalty program has evolved over the years, adapting to customer needs and market trends. The airline remains focused on ensuring that Airpoints members receive competitive value for their loyalty, and it continues to explore partnerships that enhance the earning potential of Airpoints Dollars.

The airline’s efforts come amid a competitive landscape, with multiple international airlines vying for the attention of frequent travelers. According to the same study, airlines like Singapore Airlines and Emirates also rank highly in terms of value per point, highlighting the challenging environment in which Air New Zealand operates.

Looking Ahead

As Air New Zealand navigates this criticism, it plans to engage with its members and gather feedback to refine its Airpoints program further. The airline believes that understanding customer preferences will be crucial in enhancing the overall experience and value that the loyalty program provides.

With ongoing developments in the airline industry, Air New Zealand remains committed to ensuring that its Airpoints program remains attractive and beneficial to its members, both in New Zealand and abroad. The airline’s proactive approach aims to reassure customers that their loyalty is recognized and rewarded in meaningful ways.