Agents accuse Air NZ of turning against them

By Deborah Hill Cone

Friday 2nd November 2001

Travel agents yesterday complained that Air New Zealand was biting the hands that feed it by encouraging customers not to use travel agents.

Agents said they were surprised that when the just-rescued airline should be nurturing loyalty from the local industry it was encouraging people to book online instead.

Air New Zealand is offering travellers free membership to its frequent flier programme and 1000 bonus points if they book a fare directly on the internet, bypassing agents and agents' commission.

That has put some agents' noses out of joint.

"You do wonder what planet these guys are on ... they should look towards the people that do support them," McCrory Thomas Travel managing director Roger Thomas said.

Other agents spoken to by The National Business Review shared Mr Thomas' view but did not want to be identified.

"They're taking bookings away from us," one agent said.

Agents also questioned why Air New Zealand had changed its advance booking period three times - from 21 days to 14 days and back again.

Air New Zealand spokeswoman Val Hayes denied the online offer was giving people an incentive not to book with travel agents.

It was part of a broader airpoints "thank you" campaign which included bonuses for domestic flights.

She said the offer was open only for a limited time, from October 12 to December 15.

"It's not ongoing, it's a one-off special," Ms Hayes said.

She said it was not channelling business away from travel agents. "There are a number of people who would like to book online anyway and we are rewarding them."

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