Originally Posted by
Colours
znsm wrote earlier: Flight was cancelled, received an email it was for operational reasons, new flight proposed (different day). This fully qualifies for a refund under the CoC but was offered a credit. Had to persist, quoting the CoC, 2 long holds to a supervisor later and refunds were approved as a "one time exception" as I'm Elite.
>>> I received no such joy when I tried the same for my cancelled flight, is it that I am merely gold? My Sin-chch-dunedin-auckland-sin booking was cancelled by Air nz. i seek a refund, not a credit, but supervisors insist that they must follow policy, not the CoC. So when does policy, supersede law?
A 12-month credit maybe no good to me even if I was willing to let air nz bank the $4,400 fare for a while, as i live in Singapore and Air NZ does not even fly out of there now for god knows how long. And in any case, i don’t have any further plans to visit NZ in the next 12 months or so.
Interestingly, my husband was to travel on the same SIN-Chch flight as me (code share) and he booked it through Singapore Airlines and last week he emailed them and got a reply straight away agreeing to a refund, no problems.
Any ideas what I can do to get a refund from Air NZ?
The contact people atAir NZ were helpful and the superviser said ‘just about all our calls are about this’ . When I commented that they must be worried about their jobs, she said yes, and I said, ‘which is why you are toeing the company line and not giving me a refund’, and she said ‘yes’.
It used to be in the FAQ but they have since taken it down, the CoC states
1.5 Can Air New Zealand staff change the terms of the Conditions of Carriage?
No Air New Zealand employee, Agent or other person can vary the terms of these Conditions of Carriage.
So policy cannot override the CoC regardless of your status. If they want to follow the company line they should follow the published CoC as that is their legal liability. If it was me I would try a credit card charge back if you are clearly within CoC