Refunds for suspended flights
Mar 26, 2020, 3:10 am
#121
Join Date: Jan 2016
Posts: 2,645
“but due to restrictions, I can not legally board the plane nor enter either country”
And that’s why they should be offering refunds to pax who find themselves in this situation.
To say the flight is not cancelled (and really be only available to Kiwis trying to get home) so they can keep your money, even if in credit, borders on unconscionable conduct.
And that’s why they should be offering refunds to pax who find themselves in this situation.
To say the flight is not cancelled (and really be only available to Kiwis trying to get home) so they can keep your money, even if in credit, borders on unconscionable conduct.
Mar 26, 2020, 3:31 am
#122
Join Date: Mar 2012
Location: Auckland
Programs: ba, NZ*GE, MH platinum
Posts: 23
It is my understanding that if you are flying on an airline not based in the EU you can only claim refund for the part of the ticket that originates in the EU.So with a LHR-LAX outbound and LAX-LHR inbound you would not be eligible for a refund. If it was reversed and you had flown LAX-LHR and returning LHR-LAX then the LHR-LAX part would be eligible for a refund.
Mar 26, 2020, 12:08 pm
#123
Join Date: Jan 2016
Posts: 2,645
Just got an email from QF and their credits are for 18 months. Right now for me at least would make credits a lot more palatable. I have a couple of long haul trips and with the money locked up in them would really like more than 12 months of can't get a refund.
Mar 26, 2020, 2:53 pm
#125
Join Date: Apr 2007
Location: South Coast NSW, Australia
Programs: UA and SQ; Hilton, Fairmont, Marriott, Rydges Priority
Posts: 290
Lack of a visa is the passenger’s responsibility.
Not be able to fly at the moment is the result of NZ government policy for which passengers have absolutely no responsibility.
As a result of this policy the NZ government offers Air New Zealand a $NZ900 million bale out.
And despite this, the airline still wants to keep passengers’ money.
Double dipping on an industrial scale.
Mar 26, 2020, 9:35 pm
#126
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 6,120
You mean a $900 million loan (at present, this will probably increase significantly in coming months) that has to be paid back.
Mar 27, 2020, 12:55 am
#127
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
Today 4 upcoming long haul flights all disappeared from my app. No surprises there I guess, we all know what is happening after all.
When looking up the booking online I get the message that "We are holding your booking in credit ....".
This is interesting given 2 of my 4 flights are paid business class and are refundable. I would have expected that to have been presented to me at least as an option.
FAQ's clearly state than "non-refundable flights remain non-refundable" - thus it is reasonable to expect that refundable flights will therefore remain refundable?
The other flights are paid PE with RU lodged (which has not, at this stage, been reinstated either).
Also, I have received no communication at all from Air NZ by any channel - telephone, email or via app and that is despite my preferences and contact details are being current and correct.
To date I have respected their call to not telephone them unless flights are within 48 hours, but maybe now I need to do that, although am reluctant to do so as they will be busy (probably chaotic I expect) with cases more urgently requiring attention than mine, and still note under the FAQ's that "there is no rush to contact us ....".
Is this what others are experiencing?
When looking up the booking online I get the message that "We are holding your booking in credit ....".
This is interesting given 2 of my 4 flights are paid business class and are refundable. I would have expected that to have been presented to me at least as an option.
FAQ's clearly state than "non-refundable flights remain non-refundable" - thus it is reasonable to expect that refundable flights will therefore remain refundable?
The other flights are paid PE with RU lodged (which has not, at this stage, been reinstated either).
Also, I have received no communication at all from Air NZ by any channel - telephone, email or via app and that is despite my preferences and contact details are being current and correct.
To date I have respected their call to not telephone them unless flights are within 48 hours, but maybe now I need to do that, although am reluctant to do so as they will be busy (probably chaotic I expect) with cases more urgently requiring attention than mine, and still note under the FAQ's that "there is no rush to contact us ....".
Is this what others are experiencing?
Mar 27, 2020, 1:05 am
#128
Join Date: Mar 2014
Location: bne
Programs: Velocity Gold, AIRNZ Elite, Qantas Silver ,Hilton Diamond
Posts: 1,320
Refund
Today 4 upcoming long haul flights all disappeared from my app. No surprises there I guess, we all know what is happening after all.
When looking up the booking online I get the message that "We are holding your booking in credit ....".
This is interesting given 2 of my 4 flights are paid business class and are refundable. I would have expected that to have been presented to me at least as an option.
FAQ's clearly state than "non-refundable flights remain non-refundable" - thus it is reasonable to expect that refundable flights will therefore remain refundable?
The other flights are paid PE with RU lodged (which has not, at this stage, been reinstated either).
Also, I have received no communication at all from Air NZ by any channel - telephone, email or via app and that is despite my preferences and contact details are being current and correct.
To date I have respected their call to not telephone them unless flights are within 48 hours, but maybe now I need to do that, although am reluctant to do so as they will be busy (probably chaotic I expect) with cases more urgently requiring attention than mine, and still note under the FAQ's that "there is no rush to contact us ....".
Is this what others are experiencing?
When looking up the booking online I get the message that "We are holding your booking in credit ....".
This is interesting given 2 of my 4 flights are paid business class and are refundable. I would have expected that to have been presented to me at least as an option.
FAQ's clearly state than "non-refundable flights remain non-refundable" - thus it is reasonable to expect that refundable flights will therefore remain refundable?
The other flights are paid PE with RU lodged (which has not, at this stage, been reinstated either).
Also, I have received no communication at all from Air NZ by any channel - telephone, email or via app and that is despite my preferences and contact details are being current and correct.
To date I have respected their call to not telephone them unless flights are within 48 hours, but maybe now I need to do that, although am reluctant to do so as they will be busy (probably chaotic I expect) with cases more urgently requiring attention than mine, and still note under the FAQ's that "there is no rush to contact us ....".
Is this what others are experiencing?
Mar 27, 2020, 1:46 am
#129
Join Date: Dec 2001
Location: Auckland, New Zealand
Programs: NZ *G
Posts: 413
I have a question. Is the position on refunds different when payment was made by $APD?
I booked flights AKL-BNE-AKL and paid with $APD (plus cash for the taxes). The flights are now cancelled and there is no outbound option +/-24 hours. I thought that meant I was entitled to a refund, meaning $APD back in my account and a refund of the taxes to my bank account. I was wrong.
I called NZ to cancel, as I had RUs confirmed for the flights and needed them to re-credit too. The call centre told me they can re-credit the RUs but the $APD has to stay as a credit, not a refund to my account. I can also only use this credit on an international flight, not a future domestic flight. If I want the taxes back NZ can cancel the ticket and refund the taxes now, but then I lose the $APD.
This seems bizarre. I appreciate I bought non-refundable flights, but NZ has cancelled the flights (albeit for good reasons), not me, and NZ is not offering any alternative flights to me. I don’t want to be “that guy” when NZ is struggling, but I don’t see how NZ can, at worst, refuse to give me the taxes and hold the $APD as a credit.
Was the call centre correct, or should I just try again another day, or via a different communication channel?
I booked flights AKL-BNE-AKL and paid with $APD (plus cash for the taxes). The flights are now cancelled and there is no outbound option +/-24 hours. I thought that meant I was entitled to a refund, meaning $APD back in my account and a refund of the taxes to my bank account. I was wrong.
I called NZ to cancel, as I had RUs confirmed for the flights and needed them to re-credit too. The call centre told me they can re-credit the RUs but the $APD has to stay as a credit, not a refund to my account. I can also only use this credit on an international flight, not a future domestic flight. If I want the taxes back NZ can cancel the ticket and refund the taxes now, but then I lose the $APD.
This seems bizarre. I appreciate I bought non-refundable flights, but NZ has cancelled the flights (albeit for good reasons), not me, and NZ is not offering any alternative flights to me. I don’t want to be “that guy” when NZ is struggling, but I don’t see how NZ can, at worst, refuse to give me the taxes and hold the $APD as a credit.
Was the call centre correct, or should I just try again another day, or via a different communication channel?
Mar 27, 2020, 3:01 am
#131
Join Date: Jun 2015
Location: Jakarta
Programs: Flying Blue, Marco Polo, Skywards, Etihad Guest, IHG, Aeroplan
Posts: 269
That’s a bit of a silly argument.
Lack of a visa is the passenger’s responsibility.
Not be able to fly at the moment is the result of NZ government policy for which passengers have absolutely no responsibility.
As a result of this policy the NZ government offers Air New Zealand a $NZ900 million bale out.
And despite this, the airline still wants to keep passengers’ money.
Double dipping on an industrial scale.
Lack of a visa is the passenger’s responsibility.
Not be able to fly at the moment is the result of NZ government policy for which passengers have absolutely no responsibility.
As a result of this policy the NZ government offers Air New Zealand a $NZ900 million bale out.
And despite this, the airline still wants to keep passengers’ money.
Double dipping on an industrial scale.
Mar 27, 2020, 3:59 am
#132
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
The following from website run by MBIE.
https://www.consumerprotection.govt....ations-delays/
“If a flight is cancelled due to mandatory government shutdown airlines are not responsible for providing a resolution or alternate plan for continuation of your journey. However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one“.
https://www.consumerprotection.govt....ations-delays/
“If a flight is cancelled due to mandatory government shutdown airlines are not responsible for providing a resolution or alternate plan for continuation of your journey. However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one“.
Mar 27, 2020, 4:17 am
#133
Join Date: Mar 2014
Location: bne
Programs: Velocity Gold, AIRNZ Elite, Qantas Silver ,Hilton Diamond
Posts: 1,320
The following from website run by MBIE.
https://www.consumerprotection.govt....ations-delays/
“If a flight is cancelled due to mandatory government shutdown airlines are not responsible for providing a resolution or alternate plan for continuation of your journey. However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one“.
https://www.consumerprotection.govt....ations-delays/
“If a flight is cancelled due to mandatory government shutdown airlines are not responsible for providing a resolution or alternate plan for continuation of your journey. However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one“.
its pretty oblivious a cash refund is required
Mar 27, 2020, 4:35 am
#134
Join Date: Jan 2016
Posts: 2,645
However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one
Mar 27, 2020, 7:40 am
#135
Join Date: Jun 2015
Location: Jakarta
Programs: Flying Blue, Marco Polo, Skywards, Etihad Guest, IHG, Aeroplan
Posts: 269
Just to give everyone a data point and update to my situation, I called air new zealand directly to the new zealand number and after a 15-min hold, a very friendly and helpful agent picked up my call. I explained my problems, she asked a few questions to understand why I did not board the flight from PPT to AKL and why I missed the AKL-SIN leg. I explained to her that I was told at check-in that I could not transit in Auckland due to NZ govt policy, etc. Long story short, she agreed that I should get a refund for the AKL-SIN part (it was paid Premium Economy and it was refundable ticket), she said it will be processed in 2 weeks time. As for the PPT to AKL that my friend booked for all of us, she also agreed to refund this but it will take longer to process, up to 8 weeks. All in all, she was very helpful and efficient and professional.