Air NZ Refund Communications - Positive
Apr 28, 2020, 10:37 pm
#1
Original Poster
Join Date: Sep 2017
Programs: Air NZ Koru, Air NZ ELT *G, IHG Spire Ambassador, Emirates, Flying Blue, QANTAS Club
Posts: 424
Air NZ Refund Communications - Positive
US Department of Transport clarification
Air New Zealand wishes to provide some clarity regarding refunds in accordance with the US Department of Transport regulations for passengers impacted by cancelled flights to/from/within the USA.
US DoT regulations state that all passengers on cancelled flights are permitted a full refund of their airfare with no penalty. A credit can be offered in lieu of a refund if acceptable to the customer.
For customers who request a refund, please offer them the option of holding the value of their ticket in credit & taking up the Airpoints offer outlined below.
However, if a refund is still the preferred option, please refund through the normal process, no authority is required.
Please continue to refer to xxxxxxxx.co.nz for the most up to date Covid-19 flexibility policy outlining options for your customers.
Airpoints Dollars incentive when entitled to a refund
As an incentive for customers who are entitled to a refund to hold any Air New Zealand ticket (086 ticket stock) in credit rather than refund, the following Airpoints incentive can be offered to hold the total value of their ticket in credit.
Route
Airpoints Dollars, per person, per one way journey
Domestic
APD 15
Tasman including PER
APD 25
Islands including HNL, PPT and DPS
APD 25
All other international
APD 75
To take up this offer please contact xxxxxx xxxxxx xxxxxx with your customers details including their Airpoints number. If your customer is not an Airpoints member, they are able to join free of charge
The Airpoints Dollar incentive will not be applied retrospectively. The incentive can however be offered for bookings already held in credit where a customer now wishes to obtain a refund.
Please note the above Airpoints offer is not applicable for existing or new group bookings. For any Groups enquires please contact Air New Zealand’s Group Sales team at . . . . .
Air New Zealand wishes to provide some clarity regarding refunds in accordance with the US Department of Transport regulations for passengers impacted by cancelled flights to/from/within the USA.
US DoT regulations state that all passengers on cancelled flights are permitted a full refund of their airfare with no penalty. A credit can be offered in lieu of a refund if acceptable to the customer.
For customers who request a refund, please offer them the option of holding the value of their ticket in credit & taking up the Airpoints offer outlined below.
However, if a refund is still the preferred option, please refund through the normal process, no authority is required.
Please continue to refer to xxxxxxxx.co.nz for the most up to date Covid-19 flexibility policy outlining options for your customers.
Airpoints Dollars incentive when entitled to a refund
As an incentive for customers who are entitled to a refund to hold any Air New Zealand ticket (086 ticket stock) in credit rather than refund, the following Airpoints incentive can be offered to hold the total value of their ticket in credit.
Route
Airpoints Dollars, per person, per one way journey
Domestic
APD 15
Tasman including PER
APD 25
Islands including HNL, PPT and DPS
APD 25
All other international
APD 75
To take up this offer please contact xxxxxx xxxxxx xxxxxx with your customers details including their Airpoints number. If your customer is not an Airpoints member, they are able to join free of charge
The Airpoints Dollar incentive will not be applied retrospectively. The incentive can however be offered for bookings already held in credit where a customer now wishes to obtain a refund.
Please note the above Airpoints offer is not applicable for existing or new group bookings. For any Groups enquires please contact Air New Zealand’s Group Sales team at . . . . .
Last edited by kiwicyclo; Apr 28, 2020 at 10:38 pm Reason: removed some identifiers
Apr 28, 2020, 10:57 pm
#2
Join Date: Feb 2016
Programs: NZ Silver A3 Gold Qantas Gold Accor Platinum
Posts: 223
Air Dollars interesting development. A3 Aegean has been offering no fees or fare difference plus bonus of 5000 miles to rebook for the past few weeks. I mentioned this to a NZ CSO supervisor last Friday when dealing with them over a flight???
Apr 29, 2020, 12:28 am
#4
Join Date: Jan 2016
Posts: 2,645
Apr 29, 2020, 3:58 am
#5
Join Date: Feb 2016
Programs: NZ Silver A3 Gold Qantas Gold Accor Platinum
Posts: 223
Have rung NZ again and talked to them about Covid-19 (Coronaviris) flexibility policy as the first post.. The result I am afraid is the same NZ2/NZ2 the policy does not apply but NZ6/NZ2. The policy to me seems straight forward to me so I just cannot for the life of me see what the issue is with them it is after all thier policy?
Apr 29, 2020, 12:10 pm
#6
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 6,119
Have rung NZ again and talked to them about Covid-19 (Coronaviris) flexibility policy as the first post.. The result I am afraid is the same NZ2/NZ2 the policy does not apply but NZ6/NZ2. The policy to me seems straight forward to me so I just cannot for the life of me see what the issue is with them it is after all thier policy?
Apr 29, 2020, 2:18 pm
#7
Join Date: Feb 2016
Programs: NZ Silver A3 Gold Qantas Gold Accor Platinum
Posts: 223
Can't be bothered with them anymore so have filed a DOT and will wait the outcome of that.
Apr 29, 2020, 3:28 pm
#8
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,207
Yes have read right thru the policy. At the end of the day AIRNZ says NZ6/NZ2 combo qualifies for refund under DOT irrespective of ticket type.thus they will process refunds. They say the NZ2/NZ2 combo does not and last night the excuse given was the ticket was purchased outside the US. Also they cancelled the flight 6 months out not me, while not likely the flying landscape could have changed by then.
Can't be bothered with them anymore so have filed a DOT and will wait the outcome of that.
Can't be bothered with them anymore so have filed a DOT and will wait the outcome of that.
Apr 29, 2020, 5:31 pm
#9
Join Date: Feb 2016
Programs: NZ Silver A3 Gold Qantas Gold Accor Platinum
Posts: 223
ClanJ On the 'refunds' thread is a report by NZ_Flyer of NZ2/NZ2 being refunded as of today. I suggest you go read https://www.flyertalk.com/forum/32335569-post318.html, and perhaps PM him/her for details.
I have reluctantly submitted a DOT complaint. I say reluctantly cause if it goes wrong it may embolden NZ to again widen thier refusal to refund,, thus have a negative effect on many other custmers moving forward. I hope not..
Apr 29, 2020, 6:51 pm
#10
Join Date: Mar 2014
Location: bne
Programs: Velocity Gold, AIRNZ Elite, Qantas Silver ,Hilton Diamond
Posts: 1,320
Refusal to refund NZ2 akl to Lax to Lhr
Thanks Thai-Flyer but NZ-Flyer is NZ6/NZ2 combo so no problem there as NZ has said will refund on the combo. I see on the refunds for suspended flights post no 317 by RaceKp they were given a refund for non-refundable PE on a NZ2/NZ2 combo???if this is fact then just not consistant.with what I have experience with NZ over 3 calls.
I have reluctantly submitted a DOT complaint. I say reluctantly cause if it goes wrong it may embolden NZ to again widen thier refusal to refund,, thus have a negative effect on many other custmers moving forward. I hope not..
I have reluctantly submitted a DOT complaint. I say reluctantly cause if it goes wrong it may embolden NZ to again widen thier refusal to refund,, thus have a negative effect on many other custmers moving forward. I hope not..
Refusal to refund even though Jessica Wilson https://www.rnz.co.nz/national/progr...ights-consumer
Personally confirmed it is refundable.
AIRNZ said Jessica does not make the rules .
So like you I have also reluctantly lodged a complaint.
Apr 29, 2020, 7:09 pm
#11
Join Date: Aug 2018
Location: NZ
Posts: 195
I can confirm a NZ2/NZ2 & NZ1/NZ1 economy fare + APD Upgrade & seat select was refunded on request for August travel, sounds like they had just struck gold and got very lucky for that one time
Apr 29, 2020, 8:18 pm
#12
Join Date: Feb 2016
Programs: NZ Silver A3 Gold Qantas Gold Accor Platinum
Posts: 223
If on one PNR then maybe the NZ1/NZ1 comes into play as it leaves from LHR thus under EU Regs.
Apr 29, 2020, 8:31 pm
#13
Join Date: Aug 2018
Location: NZ
Posts: 195
Same PNR and the EU regs would not apply to outgoing AKL-LHR, another friend has been trying on the same route and as far as they have got is NZ splitting the ticket and giving refund for LHR-AKL (for $150 fee) but only credit for the AKL-LHR, thats still a work in progress