Airport staff here and in Australia have told irritated Kiwi travellers that issues with SmartGate machines not reading New Zealand passports are common.
Douglas Senior, 26, got his passport in October 2014. It failed to scan in New Zealand and he said SmartGate didn't work for him in Australia either.
"The Customs guy in Australia told me he had been having a lot of issues with New Zealand passports."
Senior said he flew frequently, but had problems only when using SmartGate systems.
Christine Hayvice had her passport issued in January. In Sydney, she tried at least six times to get her passport scanned.
"There was a long wait each time ... inserting the document until it rejected, making me a darned nuisance for the crowd lined up behind me."
Marlene Duncan was issued a 10-year passport in December. She said two different machines in Christchurch didn't scan it, and the system failed again in Brisbane.
Duncan told a "nasty" staffer in Brisbane that she was following instructions, but the passport still could not be read.
The Brisbane staffer then suggested such problems with Aussie scanners and Kiwi passports were common.
Another reader, Jennifer, with a passport from June 2013, said she was treated like a "criminal" because the passport reading systems in Melbourne kept failing.
"I have had my passport for four years now and have been to Melbourne three times on it. I can leave New Zealand fine, but have issues arriving and leaving Melbourne airport. Every time without fail Melbourne will not accept my photo."
Australian airport staff sometimes took her away for questioning because of the glitch.
"I have never had a criminal record but, when entering Australia, I feel like I have."
Another Kiwi traveller contacted Stuff to say a Wellington SmartGate rejected his passport three months ago because his photo was too light.
"Excuse me? You issued it to me," was his response.
The Department of Internal Affairs, which issues passports, has said there are no problems with the travel documents.
Customs, responsible for scanning machines at New Zealand airports, insisted there were no issues with scanners at manual booths or SmartGate.
A spokeswoman said Customs previously identified an issue with scanners not reading an unspecified "security feature" of the new passports. She said that issue had been resolved.
"If a person fails to go through SmartGate, it's usually because of user error, or not following instructions, such as a passport being inserted into the scanner incorrectly, or the person wearing glasses or having hair across their face."
Australian authorities were in charge of the SmartGate scanners in Australia, Customs said.
Australia's Department of Immigration and Border Protection has been approached for comment.
In New Zealand, children must be 12 or older to use SmartGate.
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