May 8, 2020 at 7:38 pm NZST #6100sonyxperiageekParticipant
I don’t know whether this was absolute luck or not, I think it might be… Back in mid-January when Air NZ had their big New Year’s sale, I was contemplating for a long time whether to book Business/Premium Economy flights to Singapore in August. I finally made my decision a minute before midnight, the same night that those New Year sale fares were due to end. As I took longer in trying to enter in the passenger details, it struck midnight and the website told me that the fare had expired and I had to start all over. I was pretty annoyed at the time, as I thought once you were in the entering details section, it would at least give you a 15 minutes buffer to do that, but it did not. Of course the prices rose back up significantly.
I did some Googling and found that Singapore Airlines were still offering the same New Year sale fares I had just missed out on the Air NZ website, so I booked with them instead, still flying Air NZ metal.
Fast forward to now, am kinda glad that happened, as if those flights to Singapore now get cancelled, under the new Singapore Airlines Global Travel Waiver policy updated for COVID-19, it allows me a choice of a 100% cash refund, or a refund in flight credits with bonus credits.May 8, 2020 at 7:59 pm NZST #6101KiwimacParticipant
Really it’s time that NZ brought our regulations into the 21st century on the issue of refunds.May 21, 2020 at 10:12 am NZST #6116KiwimacParticipant
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!June 8, 2020 at 7:28 pm NZST #6118ShaneTParticipant
Unfortunately this is the action of a monopoly. Under the pretence of keeping the company solvent Air New Zealand will hang on to ALL prepaid tickets funds and use any and all excuses to delay paying it back, even if legally required to do so like US flights.
Air NZ has had over 2 months to organise the credits to be accessed through the Air NZ App now I read it won’t be ready until late July. Seriously? Nothing pleases a loyal customer more than waiting on a phone (being told your call is important to them) to attempt to arrange new flights. Flights purchased on the App should be able to be changed on the App.
It’s clear Air NZ is in survival mode like every other business in the world BUT they won’t be profitable long team if they don’t look at their actions now. They have access to the 900 million government line of credit but they have chosen not access this. I guess holding on to money for services you haven’t provided is a better line of credit. You now see how a monopoly operates !
I watched with anger the interview with Cam Wallace where he talks about how they are doing all they can to be Fair. How can he be taken seriously, he reminded me of Trumps former press secretary Sarah Huckabee Sanders.
Come on Air NZ do the right thing, do you really want to remembered as the company who has already been bailed out once by the NZ tax payer only to repay them by sticking to the stick letter of the current law?
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