Turn every flight search into an Airpoints moment.
Your app makes travellers wait while it searches. Assembling turns that wait into Airpoints they keep. One line of code. You keep 55%.
the smallest credible next step.
fail any line of the scorecard and we change the design or stop.
No production access is requested by this concept. No live customer, price, reward or purchase is involved. Scope, privacy, security and commercial terms require joint approval before any pilot begins.
"the concept looks right except for one thing — [your constraint here]."
what a monetised wait state is
A monetised wait state is a wait that pays for itself — the customer gets something useful out of it, and the business gets work done that would otherwise cost it money later.
the same thing, in words
- Every business makes people wait somewhere. Here it is the minutes after “your flight is disrupted” and before “here is your plan”.
- Today that time produces nothing — some people give up, and the work still happens later, when it costs more.
- assembling fills it: one small question in, prepared work out, and something back for the customer.
- Who is better off: the customer gets options before the queue, your rights, published, a plan you chose; the airline gets shorter queues, consistent answers, loyalty kept on bad days.
- A customer care agent stays in charge — for anything outside the fare’s own rules.
what it may do, and where it stops
consent
You are booked on the disrupted flight. The agent works your booking and tells you what it prepared.
what it reads
- your booking and its fare rules
- live seat availability
- the disruption’s cause and status
retention
Rebooking records live with the booking. The prepared options expire with the disruption.
authority
act within limits
it never
- never rebooks outside fare rules without a person
- never decides what a disruption legally owes you — it shows you the published position
- never contacts anyone but you about your trip
the human gate
A customer care agent, for anything outside the fare’s own rules. Civil Aviation Act 2023 — for delays within the airline’s control, damages can reach ten times the ticket price.
One flight in five arrives late.
Of Air New Zealand arrivals were on time in 2025 — second in Asia Pacific, and improving. The other one flight in five is where the day of travel is won or lost.
Flown across the network in 2025, with 97.22% of scheduled services operated. Disruption is a daily operating condition, not an event — the question is what the waiting customer gets.
New Zealanders spent 22 million hours on hold in 2025 — 8.7 hours each. Nearly half say slow service is reason enough to switch.
Offered a callback instead of holding, 58% took it. People do not object to waiting. They object to waiting with nothing.
Every figure carries its source and its country, and overseas figures are flagged as overseas. Where no local number exists we say so rather than inventing one — there is still no published NZ study of what a handled disruption is worth in loyalty against an unhandled one.
what it should move
Stated as a hypothesis and a mechanism. We are not going to put a number on it before we have run it.
disruptions resolved without joining a queue
The options arrive on the phone before the counter can form a line.
time from disruption to a confirmed plan
The work happens during the announcement, not after the queue.