US DOT rule applicability
Apr 30, 2020 | 4:45 am
#121
Join Date: Apr 2020
Posts: 5
Yes Airnz did reject my initial and many subsequent attempts to secure a refund. They tried every deceitful tactic in the book to say I was not due a refund including stating that because I booked on their Australian website, the US DoT rules did not apply to me.
Apr 30, 2020 | 4:48 am
#122
Join Date: Apr 2020
Posts: 5
True, DoT does not deal with customers, they are there to enforce their regulations with local and foreign carriers. However if they receive a substantial amount of complaints about a particular carrier they will take enforcement action. So if AirNZ have attempted to rip you off, lodge a complaint with them.
Apr 30, 2020 | 5:05 am
#123
Join Date: Apr 2020
Posts: 5
Yep you would think so reading the article but not my experience when I rang to ask for a refund. 3 mins to get thru asked for refund for AKL/LAX/LHR in Oct on NZ2, on hold for 10 mins, told credit only option, supervisor please 2 mins quite a long discussion with the following learned:
NZ6/NZ2 qualifies for refund under DOT and will be fully refunded now.
NZ2/NZ2 does not as a point to point ? can't really see the difference, really a thin straw between the two.
Even thought the LAX/LHR section of the ticket is no longer operating the ticket remains live and any changes or cancellation will incur the normal fees.
The ticket will remain live until cancelled which is unlikely till very close to the date of the flight. Policy on this changes daily so probably best leave it as it is.
As about policy and redemption of credits told not really any so became a non starter for me as don't do things that I no nothing about.
So in short have a live ticket, partly cancelled, but not fully cancelled, AIRNZ has my money for few more months. Cannot do a DOT or chargeback as do not have an actual cancellation to do so. Game, set, match to NZ
I really did feel sorry for the front line staff who to me seemed tired, under stress and having to implement policy that they do not agree with, while the puppet masters sit in thier ivory towers. Greg Foran needs to spend sometime on the phones to get perspective. Policy seems to be on the hoof with no real thought to 1,2,3 order effects, customer loyalty and plain common sense. IMHO Govt needs to get real grip and give poor AIRNZ real timelines to get the internal network fired up as the virus is now well contained and very low risk.
NZ6/NZ2 qualifies for refund under DOT and will be fully refunded now.
NZ2/NZ2 does not as a point to point ? can't really see the difference, really a thin straw between the two.
Even thought the LAX/LHR section of the ticket is no longer operating the ticket remains live and any changes or cancellation will incur the normal fees.
The ticket will remain live until cancelled which is unlikely till very close to the date of the flight. Policy on this changes daily so probably best leave it as it is.
As about policy and redemption of credits told not really any so became a non starter for me as don't do things that I no nothing about.
So in short have a live ticket, partly cancelled, but not fully cancelled, AIRNZ has my money for few more months. Cannot do a DOT or chargeback as do not have an actual cancellation to do so. Game, set, match to NZ
I really did feel sorry for the front line staff who to me seemed tired, under stress and having to implement policy that they do not agree with, while the puppet masters sit in thier ivory towers. Greg Foran needs to spend sometime on the phones to get perspective. Policy seems to be on the hoof with no real thought to 1,2,3 order effects, customer loyalty and plain common sense. IMHO Govt needs to get real grip and give poor AIRNZ real timelines to get the internal network fired up as the virus is now well contained and very low risk.
"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."
They cannot cancel a portion of your flight and then refuse you a refund. If it were me, I would be phoning and letting AirNZ know you will lodge a complaint to US DoT and see how quickly they change their tune. I would also lodge the complaint so the US DoT can take the appropriate enforcement action against this deceitful company.
May 1, 2020 | 4:19 pm
#124
Join Date: Jul 2018
Programs: Airpoints Elite
Posts: 13
After submitting a DoT complaint in mid April I heard nothing back from DoT or Air NZ. (Non-refundable sale PE flights NZ to USA return in June, with Air NZ stating that I would only be eligible for refund under DoT rules if I were a US citizen or purchased tickets in the US)
Air NZ have subsequently changed their tune re: DoT rules in their COVID-19 flexibility policy - https://www.airnzagent.co.nz/covid-1...ibility-policy
I contacted the Air NZ support team who I had previously corresponded with. They have now told me their interpretation was incorrect and I am eligible for a refund.
Air NZ have subsequently changed their tune re: DoT rules in their COVID-19 flexibility policy - https://www.airnzagent.co.nz/covid-1...ibility-policy
I contacted the Air NZ support team who I had previously corresponded with. They have now told me their interpretation was incorrect and I am eligible for a refund.
May 1, 2020 | 7:34 pm
#125
Join Date: Mar 2014
Location: Wellington
Programs: AIRNZ Elite only
Posts: 1,653
After submitting a DoT complaint in mid April I heard nothing back from DoT or Air NZ. (Non-refundable sale PE flights NZ to USA return in June, with Air NZ stating that I would only be eligible for refund under DoT rules if I were a US citizen or purchased tickets in the US)
Air NZ have subsequently changed their tune re: DoT rules in their COVID-19 flexibility policy - https://www.airnzagent.co.nz/covid-1...ibility-policy
I contacted the Air NZ support team who I had previously corresponded with. They have now told me their interpretation was incorrect and I am eligible for a refund.
Air NZ have subsequently changed their tune re: DoT rules in their COVID-19 flexibility policy - https://www.airnzagent.co.nz/covid-1...ibility-policy
I contacted the Air NZ support team who I had previously corresponded with. They have now told me their interpretation was incorrect and I am eligible for a refund.
May 2, 2020 | 1:19 pm
#127
Join Date: Apr 2020
Posts: 3
What if an AirNZ ticket was for flights from NZ to USA (cancelled) and included USA internal flights (that are not Air NZ flight number but are on the same Air NZ ticket) and one or more of the internal flights is not cancelled. Is the refund eligibility on a flight by flight basis or is the whole ticket cost subject to refund given the original flight was cancelled?
May 3, 2020 | 3:01 am
#129
Join Date: Sep 2014
Location: South Island, New Zealand
Programs: Krisflyer, Qantas Frequent Flyer, Air NZ Airpoints, Koru, NZ*S and former *G
Posts: 321
FWIW, I also had a J class Europe booking, that was a refundable fare, refunded the week before. That was via Asia rather than US but it still took 4 requests to get refunded, despite that one being clear cut.
May 3, 2020 | 3:28 am
#130
Join Date: Mar 2014
Location: Wellington
Programs: AIRNZ Elite only
Posts: 1,653
I had NZ2/NZ2 refunded this week, PE global sale fare, (after 5 requests, and numerous excuses) and then made a complaint to DoT and initiated a cr card chargeback, so not sure what instigated it, but I received refund email out of the blue and 2 days later the credit was showing on my Visa statement.
FWIW, I also had a J class Europe booking, that was a refundable fare, refunded the week before. That was via Asia rather than US but it still took 4 requests to get refunded, despite that one being clear cut.
FWIW, I also had a J class Europe booking, that was a refundable fare, refunded the week before. That was via Asia rather than US but it still took 4 requests to get refunded, despite that one being clear cut.
Dot sends you a receipt but does it send you anything else ?
I have also sent a complaint to DOT.
Not yet initiated the credit card charge back yet.
May 3, 2020 | 3:42 am
#131
Join Date: Sep 2014
Location: South Island, New Zealand
Programs: Krisflyer, Qantas Frequent Flyer, Air NZ Airpoints, Koru, NZ*S and former *G
Posts: 321
Re the cc chargeback, I got a tel call from the bank a few days after contacting them and providing background info online, to discuss with me and saying they believed I had a case (I had been promised refund by Air NZ then they renegged, which is what cc were basing their case on) and they also would be contacting airline.
May 3, 2020 | 4:19 am
#132
Join Date: Aug 2018
Location: NZ
Posts: 248
Yes, but it took a while, I received an initial (automated I am guessing) response acknowledging my complaint fro DoT then probably a week or so after get an email from an actual person essentially saying they would be contacting the airline for an explanation.That was about the same time as my refund email was received.
Re the cc chargeback, I got a tel call from the bank a few days after contacting them and providing background info online, to discuss with me and saying they believed I had a case (I had been promised refund by Air NZ then they renegged, which is what cc were basing their case on) and they also would be contacting airline.
Re the cc chargeback, I got a tel call from the bank a few days after contacting them and providing background info online, to discuss with me and saying they believed I had a case (I had been promised refund by Air NZ then they renegged, which is what cc were basing their case on) and they also would be contacting airline.
May 3, 2020 | 7:16 pm
#133
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,807
May 7, 2020 | 11:41 pm
#134
Join Date: Mar 2014
Location: Wellington
Programs: AIRNZ Elite only
Posts: 1,653
NZ2 to London from Auckland (return) post July
Still being rejected for refund by Airnz with the reason being the Airnz legal team is awaiting clarification of the NZ2 flight to London is covered under the regulation.
Has every reply from DOT received for NZ2 -lax-lhr said Airnz must refund and the DOT have replied to everyone ? (within say three/four weeks?)
(Complaint made to Department of Transport late April)
Has every reply from DOT received for NZ2 -lax-lhr said Airnz must refund and the DOT have replied to everyone ? (within say three/four weeks?)
(Complaint made to Department of Transport late April)
May 8, 2020 | 1:44 am
#135
Join Date: Apr 2020
Posts: 5
Air NZ should be renamed Dodgy Brothers
Still being rejected for refund by Airnz with the reason being the Airnz legal team is awaiting clarification of the NZ2 flight to London is covered under the regulation.
Has every reply from DOT received for NZ2 -lax-lhr said Airnz must refund and the DOT have replied to everyone ? (within say three/four weeks?)
(Complaint made to Department of Transport late April)
Has every reply from DOT received for NZ2 -lax-lhr said Airnz must refund and the DOT have replied to everyone ? (within say three/four weeks?)
(Complaint made to Department of Transport late April)
Additionally as Gary Kung pointed out you would be due a refund under NZ consumer laws as AirNZ are no longer flying this route so cannot offer you what paid for and your contract with them has been 'frustrated'. "A frustrated contract is a contract that, subsequent to its formation, and without fault of either party, is incapable of being performed due to an unforeseen event (or events), resulting in the obligations under the contract being radically different from those contemplated by the parties to the contract."
Don't give up and don't back down!