A woman recently denied access to an Air New Zealand airport lounge says an apology is insufficient and she's investigating if her Koru Club membership terms were breached, NZME reports.
The woman was not told the Air New Zealand international lounge at Auckland Airport had reached capacity until she was at the door.
She was then redirected to the airport-owned Strata Lounge, which has been providing access for some Air New Zealand passengers when the Koru Club lounge is full.
Koru Club staff sent a letter of apology to the woman, who was traveling with her teenage daughter, but she told NZME "no apology can make up for the dictatorial nature of that".
An Air New Zealand spokesperson told Newshub the airline is taking steps to cope with the "high demand at peak periods".
"In an effort to ensure all eligible customers can get a seat prior to their travel, we are asking some on selected flights to use the Strata Lounge. This is a better outcome than customers missing out on a lounge seat altogether due to its popularity," the spokesperson said.
"We continue to work closely with the airport company on options for a second lounge to meet the growing demand for Air New Zealand’s premium services."
The Koru Club is Air New Zealand's flagship programme and typically costs individuals $629 annually for membership. It normally gives passengers access to Air NZ regional, domestic and international lounges, among other perks.
Airpoints Elite, Gold, Elite Partner and Business Class passengers departing on Air New Zealand flights can also access the airline's international lounges.