Hi,

Took off on time on NZ546 12th May 2017, unfortunately there was a medical emergency on board and the flight had to land back in Christchurch. I totally understand and support the fact that the aircraft turned around to ensure the health of the passenger. There were numerous passengers connecting on different flights. I asked a crew member and she told me that the airline had made arrangements on arrival in Auckland for connecting flights. She also told me that I would need to hurry to catch my connecting flight.

We arrived in Auckland and were met by an Air New Zealand staff member and were put on a bus to go to the international terminal. At no time was I told that they would not hold the connecting flight NZ105. I sprinted through the terminal and immigration to catch the flight, there was an Air New Zealand representative outside immigration who told me to go to the international transfer desk and that the gate had closed only minutes ago. Houston and Nadi connecting flights were held.

I attended a very unhelpful transfer desk only to be advised that I would be put on an alternative flight which was not a business class flight. I told them I had paid for a business class flight so I expect to be put on a business class flight. Emirates and Qantas both had departures coming up and had availability which they said they could not put me on as it was not Air New Zealand. I have had this happen before with two other carriers previously who have put me on the next available business class flight with alternative carriers.

Tried to get a refund and was handed a telephone by the transfer desk. I was so annoyed to arrivals and went through immigration again and purchased a business class flight with Qantas and went through the immigration process again.

Have lodged a complaint with them, interested to know what the policy is on putting you on an equivalent flight with another carrier. Air New Zealand are getting worse and worse.

Regards