I tried to book a flight online for a trip to Auckland for my daughters hen party, it took ages to get to where I needed to be on the site, when I managed to book the seat (return trip), the site froze when I got to the final stage. The site said click on finalise - no finalise button, site frozen. Waited for a couple of days, no confirmation email, no nothing. So I thought that nothing had happend, and made other travel arrangements. To my horror, NINE days later I get a confirmation email and money goes out of my credit card account. I rang the 0800 number and the lady was as helpful as she could be (not at all, lol), and told me to fill in the online customer service form. Which I did. Yesterday I got a letter saying that I wasn't going to get a refund, blah blah. Will never go with this airline again, all they care about is money. Pity they didn't have a web site that worked properly.