Parents stuck in AKL
Mar 8, 2019, 11:13 am
#1
Original Poster
Join Date: Jan 2002
Location: YYZ
Posts: 1,146
Parents stuck in AKL
HI All
My parents were flying home today from SYD-AKL-ORD. Then they were flying home on a seperate ticket from ORD-YYZ.
They were flying in paid J.
There was aircraft issues in Sydney which caused the delay
Air NZ couldnt book them on the next flight to via LAX as there was no business. They told them to fly economy which they declined so Air NZ put them up in a hotel.
Now they are refusing to do anything but fly them onAir NZ next day via LAX at 1030pm. This is an over 24 hour delay and will have to overnight in ORD as there are no flights to YYZ after this long delay. They refused to fly them via YVR or SYD in the am as they said this was an AC flight and they dont have access to these.
What are their rights from a New Zealand govt perpspective. We asked just to fly them to Toronto - but they refuse as they say the only obligation they have is to get them to ORD. I get that - but they are now going to be delayed 24 and possible 48 hours. We booked a cottage from them this weekend that they will now miss and is nonrefundable.
The whole things is a mess and AIr NZ is being horrible. They are 75 and 72 and in J class. I'm kinda shocked as I thought Air NZ would be more helpful/friendly.
Any advice? they are willing to fly them to LAX but say they are on their own from there.
What are they within their rights given the situation?
thanks for the advice
My parents were flying home today from SYD-AKL-ORD. Then they were flying home on a seperate ticket from ORD-YYZ.
They were flying in paid J.
There was aircraft issues in Sydney which caused the delay
Air NZ couldnt book them on the next flight to via LAX as there was no business. They told them to fly economy which they declined so Air NZ put them up in a hotel.
Now they are refusing to do anything but fly them onAir NZ next day via LAX at 1030pm. This is an over 24 hour delay and will have to overnight in ORD as there are no flights to YYZ after this long delay. They refused to fly them via YVR or SYD in the am as they said this was an AC flight and they dont have access to these.
What are their rights from a New Zealand govt perpspective. We asked just to fly them to Toronto - but they refuse as they say the only obligation they have is to get them to ORD. I get that - but they are now going to be delayed 24 and possible 48 hours. We booked a cottage from them this weekend that they will now miss and is nonrefundable.
The whole things is a mess and AIr NZ is being horrible. They are 75 and 72 and in J class. I'm kinda shocked as I thought Air NZ would be more helpful/friendly.
Any advice? they are willing to fly them to LAX but say they are on their own from there.
What are they within their rights given the situation?
thanks for the advice
Mar 8, 2019, 11:32 am
#2
Join Date: Jan 2010
Location: LAS, ZQN
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Posts: 2,195
Can't advise legal rights as not a lawyer. NZ offered downgrade and they elected to wait to first available. NZ paying for hotel and assume food vouchers. Do not believe they can force NZ to fly on another carrier NZ does not have allocated space. NZ offered their LAX and correct when passengers accept alternative destinations offered, the airline does not have to arrange onward transport or compensation. Obviously separate tickets is at risk of passenger and hopefully they have some travel insurance. Not sure even with some status (assume they do not have), NZ would place on another carrier. If this was a paid ticket they could have requested refund and buy another ticket on AC, UA, etc. -too late now.
Bottom line nothing they can do if want biz seats and NZ placing them on first available. Agree a mess but IMO NZ not being unreasonable.
====
NZ26/8 AKL-ORD shows enroute, I read delay in SYD- does that mean they arrived too late to make flight? NZ does not operate daily next flight is 10th. Just checked NZ104 SYD-AKL, shows was sufficient time to transit. What flight from SYD- NZ104/8 arrived 1730 hours.
Bottom line nothing they can do if want biz seats and NZ placing them on first available. Agree a mess but IMO NZ not being unreasonable.
====
NZ26/8 AKL-ORD shows enroute, I read delay in SYD- does that mean they arrived too late to make flight? NZ does not operate daily next flight is 10th. Just checked NZ104 SYD-AKL, shows was sufficient time to transit. What flight from SYD- NZ104/8 arrived 1730 hours.
Last edited by zebranz; Mar 8, 2019 at 2:37 pm Reason: Flt details
Mar 8, 2019, 11:46 am
#3
Join Date: Jan 2016
Posts: 2,633
The ticket is to ORD. AirNZ responsibility is to get them there.
The separate ticket is soley the passengers risk. And may be the travel insurance company, sometimes there is a condition that separate tickets must have X time between flights
AirNZ has offered eariler travel in lower class/reroute wasn't accepted so in a hotel. AirNZ has done what they need to do
The separate ticket is soley the passengers risk. And may be the travel insurance company, sometimes there is a condition that separate tickets must have X time between flights
AirNZ has offered eariler travel in lower class/reroute wasn't accepted so in a hotel. AirNZ has done what they need to do
Last edited by nzkarit; Mar 8, 2019 at 1:57 pm
Mar 8, 2019, 11:59 am
#4
Join Date: Sep 2009
Location: Wellington/Dunedin/Auckland/Africa/Pacific Islands/Geneva
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Posts: 182
If they were booked to ORD then ANZ is at least obligated to get them there. If you had other connections on seperate tickets then that’s very bad luck and the risk you take. Other than than it sounds as though ANZ has been reasonable. They did offer economy which obviously wasn’t ideal, but by the sounds of it taking up that offer would have meant arriving in time to not miss the prepaid accomodation. ANZ would have likely provided a generous refund plus a GOGW if they accepted economy.
I have been in these types of situations before, they are awful and you’re at the mercy of the airlines. On a couple of occasions where the airline offered rerouting that didn’t work with where I needed to be by a particular time, I’ve just rebooked on another carrier and route that would have me arrive where I needed to be and in time. I then crossed my fingers that travel insurance would cover the costs. Never had a problem making a claim.
I have been in these types of situations before, they are awful and you’re at the mercy of the airlines. On a couple of occasions where the airline offered rerouting that didn’t work with where I needed to be by a particular time, I’ve just rebooked on another carrier and route that would have me arrive where I needed to be and in time. I then crossed my fingers that travel insurance would cover the costs. Never had a problem making a claim.
Mar 8, 2019, 12:21 pm
#5
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Join Date: Apr 2001
Location: MEL CHC
Posts: 20,987
My parents were flying home today from SYD-AKL-ORD. Then they were flying home on a seperate ticket from ORD-YYZ.
They were flying in paid J.
There was aircraft issues in Sydney which caused the delay
Air NZ couldn't book them on the next flight to via LAX as there was no business. They told them to fly economy which they declined so Air NZ put them up in a hotel.
Now they are refusing to do anything but fly them on Air NZ next day via LAX at 1030pm. This is an over 24 hour delay and will have to overnight in ORD as there are no flights to YYZ after this long delay. They refused to fly them via YVR or SYD in the am as they said this was an AC flight and they don't have access to these.
What are their rights from a New Zealand govt perspective. We asked just to fly them to Toronto - but they refuse as they say the only obligation they have is to get them to ORD.
<snip>
They were flying in paid J.
There was aircraft issues in Sydney which caused the delay
Air NZ couldn't book them on the next flight to via LAX as there was no business. They told them to fly economy which they declined so Air NZ put them up in a hotel.
Now they are refusing to do anything but fly them on Air NZ next day via LAX at 1030pm. This is an over 24 hour delay and will have to overnight in ORD as there are no flights to YYZ after this long delay. They refused to fly them via YVR or SYD in the am as they said this was an AC flight and they don't have access to these.
What are their rights from a New Zealand govt perspective. We asked just to fly them to Toronto - but they refuse as they say the only obligation they have is to get them to ORD.
<snip>
---->[PREM FARE GONE] ORD-SYD NZ $1500 RT biz
It was their choice not to fly when an option was offered. They would have survived 3.5hr in economy*. Asking for an exit row for more comfort may have been possible.
As far as I am aware their is no NZ laws on compensation for delays, like EU261 in Europe.
NZ Government owns 52% of Air NZ. Aviation laws in NZ are for Air NZ's benefit.
That YYZ is the final destination is irrelevant as the Air NZ ticket is to ORD.
They will need to claim on their travel insurance.
* I read the economy flight as for SYD-AKL
Last edited by Mwenenzi; Mar 8, 2019 at 2:01 pm Reason: Added * comment
Mar 8, 2019, 1:53 pm
#6
Join Date: Apr 2013
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Posts: 6,095
I see absolutely nothing wrong with what Air NZ have provided them with.
Options where there that they didn't take and expectig a full reroute via a different country on different carriers when you booked with NZ to ORD is completely unrealistic. If you want or expect that claim on your travel insurance for a full reroute.
Options where there that they didn't take and expectig a full reroute via a different country on different carriers when you booked with NZ to ORD is completely unrealistic. If you want or expect that claim on your travel insurance for a full reroute.
Mar 8, 2019, 2:11 pm
#7
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 6,095
Really shows the issues you face with separate tickets and delays or tech issues . If they are on a single NZ ticket to their destination NZ would have had multiple options for reroutes including via YVR.
The sole focus of NZ is to get them to ORD which is where they're booked to.
The sole focus of NZ is to get them to ORD which is where they're booked to.
Mar 8, 2019, 4:05 pm
#8
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1. NZ is not being "horrible"
2. Their age is not relevant.
They hold tickets to ORD and that is where their ticket ends. If they have purchased a separate ticket, that is not NZ's concern.
They were offered a reroute, refused it and then accommodated later and done the courtesy of a hotel (not necessary because they had turned down the more prudent offer).
They will need a hotel and a new air ticket at ORD. I would recommend the hotel attached to the airport as it does not require going outside or sitting on a shuttle bus.
Definitely check travel insurance because that may help defray the additional ticket costs.
2. Their age is not relevant.
They hold tickets to ORD and that is where their ticket ends. If they have purchased a separate ticket, that is not NZ's concern.
They were offered a reroute, refused it and then accommodated later and done the courtesy of a hotel (not necessary because they had turned down the more prudent offer).
They will need a hotel and a new air ticket at ORD. I would recommend the hotel attached to the airport as it does not require going outside or sitting on a shuttle bus.
Definitely check travel insurance because that may help defray the additional ticket costs.
Mar 8, 2019, 11:50 pm
#9
Join Date: Jun 2011
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Mar 9, 2019, 7:54 am
#10
Join Date: Mar 2014
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Mar 9, 2019, 6:44 pm
#11
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If you looked at the airport website and in this thread Hilton Chicago O'Hare Airport {US-IL} (inc. post #556 ) you'd find the answer is no.
Mar 9, 2019, 10:41 pm
#12
Join Date: Nov 2017
Location: New Zealand (when I'm home!)
Programs: Air NZ Elite
Posts: 1,218
The only time I have ever been moved to another carrier was Royal Jordanian. I was connecting onto a different flight, on the same ticket, that only flies twice a week. My inbound delay would mean I would miss my connection. They stressed to me how unusual it was that they were moving me to a new airline (BA) which involved a completely different country reroute. I was grateful but it was a big, big hassle for them. The only reason though was because it would be multiple days before I could get a new flight with them to my final destination.
Mar 10, 2019, 12:48 am
#13
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[Off the (specific) topic]
Once also for me, back in 1995. Booked to fly on SQ AKL-SIN-BKK to catch-up with Mrs and kids already in Thailand. They were booked on SQ, hence my arrangements so we could return together.
In those days SQ flew a triangular route on some days SIN-CHC//CHC-AKL//AKL-SIN. The aircraft was unserviceable on approach into CHC. The information was made available to departing pax at AKL early in the checkin process. The departures area soon became very busy as SQ local staff at Auckland were trying to manage the consequences of the delay.
I intercepted a staff member, explained I was checked through to Bangkok, and could I be place on the THAI 'direct' flight that was also departing, somewhat later (via technical stop in SYD or BNE -- I forget).
I was surprised to be escorted to the side of the SQ customer service queue, and had my SQ flights "endorsed over to TG" (or similar words) in a very short time, given some printouts and told to go to the TG checkin.
All worked well, and saved me an overnight in Singapore as well. I assumed that doing this saved SQ the cost of a hotel night. I assume it was also a less complicated time, at least in the sense that it seemed local airline staff had authority to make these kinds of decisions.
Once also for me, back in 1995. Booked to fly on SQ AKL-SIN-BKK to catch-up with Mrs and kids already in Thailand. They were booked on SQ, hence my arrangements so we could return together.
In those days SQ flew a triangular route on some days SIN-CHC//CHC-AKL//AKL-SIN. The aircraft was unserviceable on approach into CHC. The information was made available to departing pax at AKL early in the checkin process. The departures area soon became very busy as SQ local staff at Auckland were trying to manage the consequences of the delay.
I intercepted a staff member, explained I was checked through to Bangkok, and could I be place on the THAI 'direct' flight that was also departing, somewhat later (via technical stop in SYD or BNE -- I forget).
I was surprised to be escorted to the side of the SQ customer service queue, and had my SQ flights "endorsed over to TG" (or similar words) in a very short time, given some printouts and told to go to the TG checkin.
All worked well, and saved me an overnight in Singapore as well. I assumed that doing this saved SQ the cost of a hotel night. I assume it was also a less complicated time, at least in the sense that it seemed local airline staff had authority to make these kinds of decisions.
Last edited by Thai-Kiwi; Mar 10, 2019 at 3:55 am Reason: add disclaimer that my post is somewhat OT
Mar 10, 2019, 12:57 am
#14
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It seems to me that NZ has done what it can. Actually pretty decent IROPS handling. The YYZ ticket and cottage, along with anything else consequential, is not of interest to NZ and should be taken up with your travel insurance provider.
Mar 10, 2019, 1:50 am
#15
Join Date: Aug 2009
Location: NZ
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Posts: 601
Several years ago I was flying NZ1 ex LHR in J - aircraft was delayed 24 hours due to a technical issue.
Expected and happy to stay another night, but on getting to front of line was told they had rebooked me - was VS to HKG and then CX to AKL - arrived home 3 hours latter than planned. Only seemed to be doing this for J.
Expected and happy to stay another night, but on getting to front of line was told they had rebooked me - was VS to HKG and then CX to AKL - arrived home 3 hours latter than planned. Only seemed to be doing this for J.
