Pacific Islands and Hawaii is our usual route and we fly every 2-3 months.
Always fly in Bus Class and only booked economy to use the upgrades.
They would not even confirm at check in despite being 6 empty seats in Bus.
They said it was an Airpoints booking and we were only Koru members despite being assured it was actually an Air NZ Holiday Shop booking and being shown our Gold Elite cards they would not sort it out.
Supervisor was too busy to talk to us and then we noticed we were not even sitting together.
Turns out they had checked in another passenger with a similar name to my wife's seat.
Koru Lounge staff sorted it out and assured us we were upgraded on the return flight as well but we were not.
Had been trying for months to get them confirmed.