It took well over an hour to book and pay for Air New Zealand tickets. The company’s online system is dumb, online support is worse.

Finding flights, prices and other details is straightforward at the Air New Zealand website.

air new zealand website

After making selections and filling in ticket details you click through to a purchase screen.

This is where the trouble starts.

There are two payment options: credit card and the Poli option for online internet payment. The credit card option was available, but the Poli option was displayed in faint type. It wasn’t possible to select the button.

I clicked on the “why can’t I use internet banking (Poli)?” link.

This says: “POLi isn’t compatible with this web browser. We suggest using Internet Explorer 7.0 or later.”

why can’t I use internet banking (Poli)


Internet Explorer 9 is installed on my computer, so I switched browsers only to find now I couldn’t select the tickets from the first screen.

Air New Zealand’s online support told me this is because the site doesn’t support Internet Explorer 9. Helpfully ‘Breeda’ the person handling my enquiry suggested I tried Firefox.

After downloading Firefox. I stepped through the process for a third time, only to reach the same greyed out Poli option.

This time the support told me “Windows .NET Framework 2.0 or later is needed to use POLi. Install or update now”

This took a while. Stepped through again, but was roadblocked at exactly the same point. Just in case the problem was installing .NET, I rebooted and took a fifth trip through the process.

The site still wouldn’t let me pay using Poli.

In the end I used the credit card option. It costs $4 more than Poli – but that’s not the issue, I prefer to pay by internet banking because transactions are cleaner in my account.

Air New Zealand needs to fix this.