Air New Zealand Launches 24/7 Live Chat Service

Air New Zealand has introduced a new Live Chat feature, allowing customers to communicate with the airline's customer care team in real time, 24 hours a day, seven days a week. This service follows a successful trial period and aims to enhance customer service efficiency and satisfaction.

Since its trial launch in December, over 38,000 customers have used the Live Chat feature to get their queries answered. According to Leanne Geraghty, Air New Zealand's Chief Customer and Sales Officer, the new communication channel has been well-received, offering customers a fast and convenient way to reach out for assistance.

Live Chat functions similarly to direct messaging a friend online, providing immediate responses from real customer service representatives. In May, Live Chat accounted for 9.2% of all customer communications, with initial responses delivered in just 47 seconds.

Despite this new addition, Air New Zealand’s AI chatbot, Oscar, remains active. Introduced in 2017, Oscar assists with a wide range of inquiries and continues to be a valuable resource for customers. If Oscar encounters difficulty with a request, he can transfer the conversation to a human representative.

Customers can access Live Chat through multiple platforms, including the Air New Zealand website, Facebook Messenger, WhatsApp, and the airline's app. The feature is set to be further optimized for ease of use in the coming months.

This new service is expected to significantly improve customer support, providing more flexible and immediate help for travelers. As Air New Zealand continues to innovate its digital offerings, the Live Chat feature marks a significant step in enhancing the overall travel experience.