Long lines at Auckland Airport this month. Photo: RNZ / Anneke Smith
Grumpy shareholders have grilled Auckland Airport over long queues and delays faced by international passengers.
Passengers have vented frustration at the airport over the past month, with the airport and biosecurity officials apologising for the delays.
At this morning's annual meeting, frustrated shareholders who have recently travelled, demanded answers from the airport over the issues.
One shareholder hit out at the airport's inconsistency in service.
"I had one very good experience just in the last couple of days. And going back about a month later [travelling] at night, this time it was an absolute zoo," the shareholder said.
Another shareholder who travelled from Sydney to Auckland about two months ago, said Auckland Airport was "an absolute shambles" and the lack of help was "disgusting".
"Elderly people should not be put in a situation of wandering down Auckland Airport looking for someone to help them - it's as simple as that," the person said.
Auckland Airport chairperson Patrick Strange issued another apology to shareholders, acknowledging the situation was "unacceptable".
"The job of bringing passengers across the border is critically important and the smooth running of the eco-system relies on teamwork between all the players - airlines, the airline ground handlers, Customs, Biosecurity NZ and Auckland Airport," he said.
Flight delays from Australia were part of the problem, Strange said.
"Basically the peaks that they've planned for, they've got all these people on duty ready to go and there's nobody there.
"Suddenly, two or three airlines are half an hour late and they can't just switch [rosters] overnight."
Improvements had been made since last month, Strange said.
"We now have separate lanes for Australian and New Zealand passport holders at MPI and we are supporting the ground handlers to more efficiently use the baggage system for a faster return of checked bags to travellers," he said.
The airport said it had increased front-line customer experience staff over the past six months, with 30 new staff.
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