One Year on with Passkeys: Air New Zealand's Insights and Learnings from a Global Rollout
summary
Air New Zealand rolls out passkeys to customers (May 2023) and goes completely passwordless (Dec 2023), reporting tangible wins: 67% opt‑in on uplift screens, credential stuffing drops to zero, and support calls for password recovery evaporate. Login drop‑off falls from ~35–40% to 5–10%, SMS usage falls to ~15% as WhatsApp OTP and passkeys handle most flows, autofill/passkey detection runs on web and mobile, SMS pumping remains the main residual attack vector but costs and fraud materially decline.
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chapters (12)
- 0:00Introduction and welcome
- 1:12Passkeys rollout at Air New Zealand
- 3:40Business reaction to passwordless
- 6:11Security and credential stuffing impact
- 8:17Mobile app adoption and opt-in rates
- 10:28SMS cost reduction with passkeys
- 12:52Impact on login drop-off rates
- 15:00User segmentation and rollout strategy
- 17:55Authentication options and security
- 20:54SMS pumping and attack mitigation
- 21:57Account recovery and lockout rates
- 24:48Q&A and closing remarks
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