It's been 10+ years since I have been on here, but I've dug it out from the depths to make this post cause I am wildly disgruntled. I contact Air New Zealand yesterday to rebook some flights. They connect to international so I can not do it myself. I am told by the first customer service officer, it will cost $135, less than ideal, but ok. I am put on hold for 25 mins, only to be hung up on!!!!!! I wait, cause they have my Airpoints information, including my cellphone (which they used to link my Airpoints), they will call back....right!? That's what I would do. WRONG! I wait almost an hours and decide to brave calling back, new person. I explain again what I need changed (it's not easy conversation). I am told it will cost $480!!!!! I am beyond shocked. I ask, are you sure that is correct, it's gone up $300 since I spoke to you (Air New Zealand) an hours ago!? I am told prices are subject to change. I am I understand that (I've been caught in this trap before by Air New Zealand when their payment system crashed and I had to pay an extra $200 for the same flights, despite it being in my cart! I was waiting to go trough with the payment until your customer service officer hung up on me! Why am I being punished!!?? I ask if I can cancel the flights as I can repurchase them cheaper myself, no. I ask, calmly, I try to be as calm as possible, on purpose, cause blasting off gets you nowhere, and I don't like treating others like that. SO I take a deep breath and ask to speak with a manger so I can better understand. And I know what you're thinking, nah I bet she flew off the handle and that's part of the problem. I SWEAR I deliberately kept it together. Did I want to loose it, absolutely! This is wildly unfair! But I didn't, and I hope you record all phone interactions Air New Zealand so you can listen to it! I am put on hold, then the same customer service office comes back and says , "I spoke with my manager and they informed me they can not tell you anything I haven't already said". To say I am gob smacked, is an understatement. I work in customer service, and have been a manager, I would never conduct myself like that. As a manager, conflict resolution is what is expected of you. I am so disappointed that anyone conducts business like this, let alone Air New Zealand who is meant tp be a trusted NZ household name. So I ask the customer service officer, and I lay a complaint, I am told I can, through the website. So that is exactly what I did. Expecting someone to call me and help resolve this issue. No phonecall. So I reach out on chat, as I am at work. Shout out to the team member Maychelle that "helped" today. She was wonderful and patient, and Air New Zealand you're lucky to have her. She tells me, best case it will be 10 working days before I hear back, worst case 6 week! Are you joking! I need these flights in June. So I am backed into are corner, what else can I do. I need the flights, to connect internationally, and have to spend $380 today to alter domestic flights. No idea why it is $100 difference. I m told they can only waive a $10 fee, it is out of their hands. Air New Zealand does not care about their customers, based on their booking fees, and conflict resolution. The fact that both issues I mention above where 100% your issue, yet I am the one out of pocket, doesn't bother you in the least. You should be disappointed in the way you conduct business.…