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My complaint to the US DOT resulted in an email from Air NZ last night which included the following:
“Upon reviewing your booking details, your journey is covered by United States Department of Transportation regulations, where you are entitled to a full refund of your unused fare including refund for ancillary fees such as seat selection.
This has been requested and the refund will be processed back to the original form of payment within timeframes required under the departments refund regulations.”
The system worked!