gambda

I found this in the weekend when sifting through their FAQs on their website.




I got the email stating my flight from PER- AKL in late April has been cancelled and they are now processing an automatic credit but fare difference will still apply. So in what circumstances does the above apply ??
If people still want to travel and change their travel date to say October so going by the above they should be able to rebook without any fees or fare difference ?

I tried to change a future TT booking in June online which has not been cancelled yet and it quoted me a fare difference of approx $200 OW.

Also, I had a multi stop itinerary with one un-flown segment which was my outbound to PER which disappeared from my bookings 3 days ago but no email comms about that yet.
Curious how they will process a credit for that segment ?

kiwicyclo

I have just received confirmation of a full refund of a flexidate fare, booked and paid with with real $. When I went to cancel this booking I was offered only a credit, on query with Air NZ providing the booking number and screenshot of the fare rules in place at the time of my booking I was advised I would only still receive a credit. Yesterday I queried again (politely) why they now determine a credit was the only option and once again provided the fare rules when I booked and paid.

1 hour ago I received a refund notification, shortly followed by a PM from the Air NZ team.

Persistent pays off.

jawnbc

Was booked to travel return to YVR in early June. The fare rule included a $150 o/w non-refundable bit, so I instructed my agent to process the refund. They tried to insist I had to take a credit. I quoted the fare rule directly. They processed the refund. I won't be able to leverage the amount of fare credited on any future travel for the next 6 months--at least.

ottiehund

I think that is just cr4p, sorry ... (from NZ not from poster, bit good intel)! ... so much for the ‘flexibility’ NZ are advertising they are introducing!! 😤

racekp

Just got a reply on my question why are they not refunding the taxes and just holding the fare in credit.

"as the taxes are held as part of the fare, they will be used so that you dont have to pay any tax for the next booking using your credit, providing you are flying to and from the same destination. However if you change destination there could be a slight difference in fares and taxes but you would be advised of at the time of rebooking"

gratn

This is what I don’t get, as NZ is being coy (seemingly deliberately). If I swap one international booking for another then there can be an adjustment to the taxes, and I expect to pay (if the taxes go up) or get a refund (if the taxes go down). This is not Air NZ’s money so it shouldn’t get to set any threshold for overs and unders.

Where it gets odd is if I use an international credit to pay for a new domestic booking - a very likely outcome given the restrictions on international travel for at least the next 12-18 months. As things stand Air NZ seems unwilling to confirm that when making that booking the taxes (which won’t apply on the domestic ticket) will be refunded. They should be, but I’m pessimistic Air NZ currently agrees with me.

znsm

I took the plunge and called about my early April flights, having gotten no response on other channels for 2 weeks. Flight was cancelled, received an email it was for operational reasons, new flight proposed (different day). This fully qualifies for a refund under the CoC but was offered a credit. Had to persist, quoting the CoC, 2 long holds to a supervisor later and refunds were approved as a "one time exception" as I'm Elite.

So, I'm very pleased Air NZ did the right thing but I don't appreciate that they feel they are doing me a favour. I've found that line is often trotted out when you call out Air NZ on their BS but they don't want to admit it.

They did go above and beyond and refunded the return leg which was on a separate PNR, I was fully expecting a credit for that so kudos to them on that point.

racekp

What route & class?

znsm

Pacific Islands flight, economy with APD upgrades

ottiehund

Ahh sir, do you have an explanation why you were driving so fast? ...... the speed limit is 100 km/hr .... oh, sorry sir you are an elite driver, the speed limit is 120 km/hr, how silly of me, have a nice day but don’t tell anyone.

k374

My flight LAX-LHR-WAW is on NZ/BA on August 28. It's quite a bit in the future so for now I am just staying put and assuming NZ will send me a communication about being put on an alternative carrier for the LAX-LHR segment since I hear they are permanently cancelling it.

However, if the flight is cancelled by NZ and they cannot offer me any alternatives within +/- 1 day of my original departure date to my final destination (Warsaw) then they will need to refund me per US DOT rules. If not I will be pursuing a civil lawsuit in small claims court against Air New Zealand. I know Air New Zealand is struggling but so are many of us as well. Everyone is struggling here.

I don't have the resources to donate to the "Air New Zealand survival fund" unfortunately, I need my money back.

usedtobeimportant

I'm in the same boat as you. I don't mind being delayed a day or even a week, but they are not flying my route for a MONTH after my current dates.

Please provide DoT rules you refer to so I can cite it to credit card company.

k374

US DOT rules are crystal clear https://www.transportation.gov/indiv...ection/refunds

Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline.

The interesting thing here is the interpretation of "airline is at fault", I interpret that to mean that the cancellation originated from the passenger as opposed to the airline. It is commonly agreed that for a non-refundable ticket there are no refunds if the passenger chooses to cancel - i.e. the airline is NOT at fault. If the airline cancels the flight then the airline is AT fault.

Clarification on this from another section of the US DOT site:

https://www.transportation.gov/indiv...-cancellations

If your flight is cancelled and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation – even for non-refundable tickets. You are also entitled to a refund for any bag fee that you paid, and any extras you may have purchased, such as a seat assignment.

The verbiage is CLEAR, even if you have a non-refundable ticket you are entitled to a REFUND in cash if the airline cancels the flight. Period.

I think in these extraordinary times, personally, I believe we should be a little bit flexible in allowing the airline to work with you. In my case i'm willing to be a little flexible with dates and itineraries, say if NZ routes me differently with another carrier etc and moves my dates +/- a few days I will adjust given the circumstances. If they tell me to buzz off, shrug their shoulders and say tough luck then we have a problem.

Thai-Kiwi

Data point.

The taxes have been refunded into the credit card used and show as being deposited on Monday - so within 24 hours. Can’t ask for any faster than that.

racekp

I'm wondering if where the airline is indicating they are heading in the future (largley domestic airline), many people might struggle to use their credit of 2,3,4k+ in one booking? I'm also wondering if 12 month validity is also going to be enough. I'm hoping the conditions of usage of 'credits' comes out sooner rather than later.