Refunds for suspended flights

Old Mar 17, 2020, 3:27 am
  #16  
 
Join Date: Feb 2020
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Originally Posted by nzkarit
How I read the email was they were staggering the cancel of flights to reduce load on call centre.

Assuming in mean time just zeroed the availability.
That makes perfect sense
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Old Mar 17, 2020, 3:54 am
  #17  
 
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Hereís a good flow chart of the current refund guidelines. Iíve got travel to MEL over Easter. Iím hoping for a refund (which will probably only happen if Australia close the borders) but Iíll probably end up taking a credit

https://p-airnz.com/cms/assets/NZ-Ag...16MAR20_v1.pdf
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Old Mar 17, 2020, 4:01 am
  #18  
 
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Iíve just had Auckland Sydney return for the 28/4 cancelled. Was just a day trip. Only option is to fly at 9.00 am and back at 11.56 am.

That is productive !

Previously was 7am/7.10pm.
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Old Mar 17, 2020, 4:53 am
  #19  
 
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Originally Posted by kiwicyclo
Iíve just had Auckland Sydney return for the 28/4 cancelled. Was just a day trip. Only option is to fly at 9.00 am and back at 11.56 am.

That is productive !

Previously was 7am/7.10pm.
And that's not even an option since I am fairly certain I had heard that Australia also has a 14 day quarantine now. With a 14 day quarantine there, and then one coming back, that is 28 days in isolation, people really need to be desperate to take the flight there/back, I can imagine most will be one way trips!
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Old Mar 17, 2020, 5:16 am
  #20  
 
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Interesting have booking Auckland to Perth 5 May then return Adelaide to Auckland 31 May all on one PNR. Direct options have now disappeared with only options via Melbourne or Sydney. Hope that this is not a game on AIRNZ part to avoid fare refunds on suspended flights. Guess just have to wait and see what happens
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Old Mar 17, 2020, 4:33 pm
  #21  
 
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Originally Posted by kiwicyclo
Iíve just had Auckland Sydney return for the 28/4 cancelled. Was just a day trip. Only option is to fly at 9.00 am and back at 11.56 am.

That is productive !

Previously was 7am/7.10pm.
Have you been offered a refund
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Old Mar 17, 2020, 4:39 pm
  #22  
 
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Originally Posted by Skyler2718
Have you been offered a refund
Not as yet. It is still a fair way off in the big scheme of things happening now. Booked directly with them on line. I am sure I will be contacted in due course.
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Old Mar 18, 2020, 5:30 pm
  #23  
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Policy changed

Just heard this morning policy for cancelled flights now changed and refunds offered if requested rather than just credits.

Well done to them for doing the right thing and Iím sure it will go a long way towards rebuilding loyalty and confidence when the recovery starts.
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Old Mar 18, 2020, 7:49 pm
  #24  
 
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Also can now see there is an option for Request a Credit in manage my bookings (but only if managing via app and not on desktop)
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Last edited by NZ_Flyer; Mar 18, 2020 at 8:04 pm
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Old Mar 18, 2020, 8:01 pm
  #25  
 
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Originally Posted by Kiwi_FF
Just heard this morning policy for cancelled flights now changed and refunds offered if requested rather than just credits.

Well done to them for doing the right thing and Iím sure it will go a long way towards rebuilding loyalty and confidence when the recovery starts.
I think you might have got lucky. Policy has been updated on the website but states you can only get a refund for flights up to 31 March. 1 April onwards is free change or credit only.
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Old Mar 18, 2020, 9:37 pm
  #26  
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Originally Posted by NZ_Flyer
I think you might have got lucky. Policy has been updated on the website but states you can only get a refund for flights up to 31 March. 1 April onwards is free change or credit only.
Dang. Got excited for a minute and checked app. We flying June 20th for long weekend from the Church to Melbourne but not anymore since they canned them. Nothing in the app other than ' cancel booking' - with a subnote saying this booking can't be cancelled and to call the call-centre which we have held off doing given the crud they are under. Looks like it's a credit for us.
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Old Mar 18, 2020, 9:45 pm
  #27  
 
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Originally Posted by Ged
Dang. Got excited for a minute and checked app. We flying June 20th for long weekend from the Church to Melbourne but not anymore since they canned them. Nothing in the app other than ' cancel booking' - with a subnote saying this booking can't be cancelled and to call the call-centre which we have held off doing given the crud they are under. Looks like it's a credit for us.
but if they cancelled the flight how are we not entitled to a refund ? Doesnít make sense
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Old Mar 18, 2020, 9:50 pm
  #28  
 
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Originally Posted by Skyler2718
but if they cancelled the flight how are we not entitled to a refund ? Doesnít make sense
Surely that can't be legal? A company refusing to provide you the service requested, and also not giving your money back? Worse is the fare price may also be different when you rebook...
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Old Mar 18, 2020, 9:56 pm
  #29  
 
Join Date: Feb 2020
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Originally Posted by nzjay
Surely that can't be legal? A company refusing to provide you the service requested, and also not giving your money back? Worse is the fare price may also be different when you rebook...
My thoughts exactly
especially when itís the company cancelling the flight
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Old Mar 18, 2020, 9:58 pm
  #30  
 
Join Date: Jan 2016
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Originally Posted by Skyler2718
but if they cancelled the flight how are we not entitled to a refund ? Doesnít make sense
Think in FAQ for TT if can do flights same day rebook or credit

LH Ī1day rebook or credit
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