Parents stuck in AKL

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Old Mar 8, 19, 11:13 am
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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
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Old Mar 8, 19, 11:32 am
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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.
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Last edited by zebranz; Mar 8, 19 at 2:37 pm Reason: Flt details
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Old Mar 8, 19, 11:46 am
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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

Last edited by nzkarit; Mar 8, 19 at 1:57 pm
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Old Mar 8, 19, 11:59 am
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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 thatís 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 wasnít 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 youíre at the mercy of the airlines. On a couple of occasions where the airline offered rerouting that didnít work with where I needed to be by a particular time, Iíve 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.

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Old Mar 8, 19, 12:21 pm
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Originally Posted by llbean View Post
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>
Originally Posted by nzkarit View Post
Air NZ has offered earlier travel in lower class/reroute wasn't accepted so in a hotel. Air NZ has done what they need to do
Are they on the Air NZ mistake ORD fare?
---->[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
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Last edited by Mwenenzi; Mar 8, 19 at 2:01 pm Reason: Added * comment
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Old Mar 8, 19, 1:53 pm
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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.
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Old Mar 8, 19, 2:11 pm
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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.
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Old Mar 8, 19, 4:05 pm
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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.
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Old Mar 8, 19, 11:50 pm
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Originally Posted by Often1 View Post
I would recommend the hotel attached to the airport as it does not require going outside or sitting on a shuttle bus.
the poster means the Ohare Hilton it is walkable and decent, i have stayed there many times.
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Old Mar 9, 19, 7:54 am
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ORD Hilton airport hotel

Originally Posted by boerne View Post
the poster means the Ohare Hilton it is walkable and decent, i have stayed there many times.
is there a executive lounge there ?
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Old Mar 9, 19, 6:44 pm
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Originally Posted by Beano View Post
is there a executive lounge there ?
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.
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Old Mar 9, 19, 10:41 pm
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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.
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Old Mar 10, 19, 12:48 am
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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.

Last edited by Thai-Kiwi; Mar 10, 19 at 3:55 am Reason: add disclaimer that my post is somewhat OT
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Old Mar 10, 19, 12:57 am
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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.
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Old Mar 10, 19, 1:50 am
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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.
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