Originally Posted by
babyg_wc
OTA didnt change the flight, AIRNZ did, so why should they be responsible in this instance?
AirNZ seem to be one of the worst at trying to keep customer money at all costs.
Until airport control of the first sector the TA manages all aspects of the ticket. When a flight is cancelled before airport control of first sector of the ticket the TA is the sole contact point for the customer.
Basically when book through a TA the TA clips the ticket for their customer management services, so they are ones who have money to provide the service. AirNZ has not received the portion of ticket price which handles customer management.
Have heard TA push back on this as they need to refund all the money including their fees, so they are hurting even more than airlines at the moment. They have provided all their service and now have to refund the money. While the airlines are yet to the provide the service and can manage the loss more through not flying the flight.