Refunds for suspended flights
Mar 27, 2020, 12:56 pm
#136
Join Date: Dec 2010
Posts: 2,652
Didn't see any other option but to file a credit card dispute. Booked flight through Expedia AU, but charge is billed as Air New Zealand. Can not get any support from Expedia.
MEL-AKL will not be cancelled, but due to restrictions, I can not legally board the plane nor enter either country.
MEL-AKL will not be cancelled, but due to restrictions, I can not legally board the plane nor enter either country.
Mar 27, 2020, 7:03 pm
#137
Join Date: May 2018
Location: Byron Bay or Kuala Lumpur
Programs: AirNZ G*, AirAsia Black
Posts: 18
Another experience. Called from Australia and got an incredibly friendly CSA. Called regarding a flight about to depart in 48 hours from OOL > CHC return, this ticket was refundable by cash and would be processed in 7 business days, perhaps longer under current circumstances.
I also asked about two other bookings for a few weeks time, which she also resolved: SYD > AKL return (premium economy) and BNE > CHC > OOL (seat only), sadly both these bookings were non-refundable but were held in credit for 12 months from issue date. I do have a question for people: where/how is the credit documented? Should I expect an email (at time of posting it is 24 hours later, without any email, but the booking is removed from my bookings page). I logged into app and logged into desktop website and could not see a 'credit wallet' (similar to Virgin Australia's 'Travel Bank'). I even completed a mock booking (on the app) to see if credit was available on the payment page but there was nothing obvious, so any intel is appreciated!
Was really pleased with the CSA, she did all she could (looking into trying to override my non-refundable PE fare class) to get a resolution. I wish I caught her name to submit a compliment. Thanks for the posts and take care, all.
I also asked about two other bookings for a few weeks time, which she also resolved: SYD > AKL return (premium economy) and BNE > CHC > OOL (seat only), sadly both these bookings were non-refundable but were held in credit for 12 months from issue date. I do have a question for people: where/how is the credit documented? Should I expect an email (at time of posting it is 24 hours later, without any email, but the booking is removed from my bookings page). I logged into app and logged into desktop website and could not see a 'credit wallet' (similar to Virgin Australia's 'Travel Bank'). I even completed a mock booking (on the app) to see if credit was available on the payment page but there was nothing obvious, so any intel is appreciated!
Was really pleased with the CSA, she did all she could (looking into trying to override my non-refundable PE fare class) to get a resolution. I wish I caught her name to submit a compliment. Thanks for the posts and take care, all.
Last edited by mcgma760; Mar 28, 2020 at 1:08 am
Mar 27, 2020, 7:54 pm
#138
Join Date: Dec 2001
Location: Auckland, New Zealand
Programs: NZ *G
Posts: 411
Me too. My flights to Brisbane are gone and the RUs are back in my account (with no chance of using them). No email about a credit, and nothing showing in the My NZ app. Odd.
Mar 28, 2020, 4:32 am
#139
Suspended
Join Date: Aug 2019
Posts: 200
Need Some Advice
Hi
Booked SFO to MEL via Auckland June 3rd for 4 tickets. Non refundable tickets.
Read they canclled flights until June 30th ( SFO to AKL).
What is the best strategy to get a refund?
We are talking about $4K so not chump change.
Booked SFO to MEL via Auckland June 3rd for 4 tickets. Non refundable tickets.
Read they canclled flights until June 30th ( SFO to AKL).
What is the best strategy to get a refund?
We are talking about $4K so not chump change.
Mar 28, 2020, 4:40 am
#140
Join Date: May 2018
Location: Byron Bay or Kuala Lumpur
Programs: AirNZ G*, AirAsia Black
Posts: 18
Based off my recent experience - no strategy will work, it'll be credit. Best of luck.
Mar 28, 2020, 8:23 am
#141
Suspended
Join Date: Feb 2006
Posts: 1,992
Where do you live? Dispute the charge with your credit card company. Also file a complaint with the DOT (if you live in the US).
Mar 28, 2020, 8:57 am
#143
Suspended
Join Date: Feb 2006
Posts: 1,992
Ah your saying because they can not fly me to dispute it due to non performance not travel insurance?
mcgma760 if all ANZ gives is credit they will go bankrupt. The ill will they will raise is enormous.
mcgma760 if all ANZ gives is credit they will go bankrupt. The ill will they will raise is enormous.
Mar 28, 2020, 9:31 am
#144
Suspended
Join Date: Aug 2019
Posts: 200
What should I ask Air NZ For?
I guess the CC company wants some sort of confirmation the flight is cancelled. Should I get an email from Air NZ confirming this or do I need something else?
Similarly what do I need for the DOT complaint.
Similarly what do I need for the DOT complaint.
Mar 28, 2020, 9:36 am
#145
Suspended
Join Date: Feb 2006
Posts: 1,992
For the CC, I would print a screenshot from Air NZ website that shows the flight was cancelled. That will be enough. Not sure with the DOT.
Mar 28, 2020, 12:53 pm
#146
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,174
A look at ExpertFlyer shows my WLG-BNE-WLG flights but with zero in every fare bucket - suggesting the flights are ‘suspended’.
Could this be the ‘grounds’ on which AirNZ is not refunding fares but offering a credit? (and free date changes). A credit is of no value/use to me as I have no future TT travel plans.
Air NZ stated to me that because they can route me to BNE via AKL that there are no grounds for a refund. I pointed out there are no flights for the return from BNE-WLG on the day concerned either directly or indirectly between any Australian city to any NZ city.
They have yet to respond to this last point. I’m content to do this (slowly) on a social media channel and leave the phones for urgent/complex situations.
Mar 28, 2020, 1:18 pm
#147
Join Date: Aug 2018
Location: NZ
Posts: 190
I've tried all sorts of avenues for a refund and been unsuccessful. I've quoted timings, previous policies, CGA, change of CoC recently, they cancelled for ops reasons not government restrictions. Even the expiry of the credit is dodgy, they say it was issued on the 12th of March despite the flights not being 'cancelled' until 27th March. On the 12th of March there was no hard line government restriction on travel. TBH I've had enough trying to deal with it, I've better things to do with my time.
if anyone manages to get a refund let us know
They used 'suspensions' which were clearly for operational reasons, that then brought them time to wait until the government restricted travel and then they rolled out 'cancellations' for the already suspended flights citing for reasons 'out of their control' which = no refund.
if anyone manages to get a refund let us know
They used 'suspensions' which were clearly for operational reasons, that then brought them time to wait until the government restricted travel and then they rolled out 'cancellations' for the already suspended flights citing for reasons 'out of their control' which = no refund.
Last edited by racekp; Mar 28, 2020 at 1:24 pm
Mar 28, 2020, 4:19 pm
#148
Join Date: Sep 2014
Location: South Island, New Zealand
Programs: Krisflyer, Qantas Frequent Flyer, Air NZ Airpoints, Koru, NZ*S and former *G
Posts: 317
That's the approach I have taken also, flights not until later April so messaged them last week so they can respond as they are able to, but haven't had a reply as yet. I am not concerned at this stage but out of interest what sort of time are you finding it takes to receive a response?
Mar 28, 2020, 4:54 pm
#149
Join Date: Apr 2019
Posts: 115
That's the approach I have taken also, flights not until later April so messaged them last week so they can respond as they are able to, but haven't had a reply as yet. I am not concerned at this stage but out of interest what sort of time are you finding it takes to receive a response?
Mar 28, 2020, 5:27 pm
#150
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,174
That's the approach I have taken also, flights not until later April so messaged them last week so they can respond as they are able to, but haven't had a reply as yet. I am not concerned at this stage but out of interest what sort of time are you finding it takes to receive a response?
28 Mar (Sa) they sent 2 messages (I sent 2).