Originally Posted by
racekp
Our friends are in the same boat for NZ2. They got a reply from DOT saying they have forwarded the complaint to NZ and asked NZ to respond to customer and include DOT. The email from DOT did not say outright what NZ is obligated to do but I think the email request from DOT to NZ direct has different content around NZ obligations. NZ have 30 days to acknowledge and 60 to respond as per DOTs request.
I think they will now seriously be looking at the NZ2/1 route and seeing what if any outs they have. I'm expecting my friends to be getting a email from NZ anytime soon. I thought NZ may have responded by now TBH. Fingers cross for NZ finally budging.
Friends finally managed to achieve the refund outcome for NZ2/1 LHR route right around the 30 days after DOT forwarded the complaint to AirNZ. Comms from AirNZ was pretty substandard in my view, but anyway they got there in the end.