Air New Zealand praised online for its comeback to a customer who took offence over one of the airline's customer service workers using Te Reo in an email.

It all started very innocently enough.

A passenger wrote on Air New Zealand's Facebook group about the ongoing renovations at Wellington's Koru Lounge.

"When will the refurbished Wellington domestic Koru Club lounge be opened. It's been out of action for months now," she asked.

The answer back, also seems very innocent.

ROSA WOODS/STUFF It all started with a question about Wellington's Koru Lounge.

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"Kia ora (name redacted), our team are working hard to finish our amazing lounge for customers. We hope to have more information regarding this shortly." It was signed off by someone with the initials "FC".

Then we had the first sign that this may take a turn.

"Hello FC (I'm not maori), any likelihood it will be open by mid-December?"

The reply: "We do not expect this lounge to be re-opened within 2019. However, taihoa koe ka kite all the amazing improvements we have made, FC."

This didn't go down well.

"Air New Zealand I'm still not maori. What's the English translation of that?" A helpful commentator posted a link to a Māori dictionary.

One of the responses on Air New Zealand's Facebook group.

Then a new airline respondent joined the fray.

"We've done a bit of digging for you, (name redacted), and it looks like the lounge will be open just before Kirihimete! We can't wait to open the doors again, then you'll get to see all the amazing improvements we've made, SM." They added a Christmas emoji too.

The passenger volleyed back: "That would be xmas. A festival that was not part of the maori calendar. I'm pleased they have a (corrupted) english word for it."

And then the floodgates on social media opened.

Many criticised the passenger for her comments, while others offered praise for the way the airline handled it.

"Imagine if we could clap back like Air NZ," wrote one.

Another commentator said: "Air New Zealand, after the way you handled this I'm not angry about your new check in rules for domestic flights anymore and all is forgiven. Kai pai!"