Air New Zealand faces poor customer service ratings after suspending Chicago-Auckland flights and leaving a family in call center limbo.

Air New Zealand faces poor customer service ratings after a family was left in call centre limbo when their Chicago to Auckland flight was suspended. US-based New Zealander Rupert spent $15,000 on the booking and sought equivalent tickets and sky couches on another Air NZ flight, but was disappointed with the airline's response. Air NZ had suspended direct flights between Chicago and Auckland due to maintenance issues.