Our AirNZ flight to Sydney was cancelled and a replacement flight run by China Airlines was put in place. As Koru Elite members who had booked via Air NZ, we assumed we could still go via Koru as the error wasn't ours. We (and a number of other guests) were wrong.
Upon arrival we found that the Koru Lounge was closed despite having a number of Koru guests under the same impression as us. Nobody was in sight, we hadn't eaten, it instantly turned into a nightmare. We could not get hold of anyone of assistance.
Finally we manage to contact somebody and they state the Lounge should in fact be open. It's not. An AirNZ staff member comes out and gives us a food voucher. As a family of four, one $5 voucher was really of no use.
After a few phone calls and a couple of hours, a staff member can finally help us. The lounge is opened and they do the best they can to whip us up a bit of food before the flight.
Had I rated this just on the situation seeing as it was my very first time experiencing Koru I'd have put one star. However the incredible kindness of the staff and sincere apologies made a stressful experience a lot nicer and I appreciate that. The people working were lovely and I'm grateful for the quick thinking work they put in to accomodate for us!
So- based on the outstanding customer service alone, I would be willing to return. read more