Air nz cancelled our domestic flights and gave credit instead of refund.

Forums › Travel (planes, train, cruise) › Air nz cancelled our domestic flights and gave credit instead of refund.

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#2479437 8-May-2020 17:17

They are cancelling a lot of flights

https://www.stuff.co.nz/travel/121455449/air-new-zealand-cancelling-domestic-flights-booked-for-may-june

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cshwone

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#2479438 8-May-2020 17:21

I get that Air NZ are revamping their schedules but surely they should have offered alternative flights first before cancelling

clinty

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#2479451 8-May-2020 17:56

..and setting up a lot of new ones

https://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=12330512

Clint

surfisup1000

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#2479473 8-May-2020 19:10

BlinkyBill:

you agreed to the ‘no refund’ clause when you accepted the terms and conditions, presumably you booked a fare type which is not eligible for a refund. The standard t’s and c’s for AirNZ have been in the event of a cancellation: re-booking on the next reasonably available flight, or a credit for future use in the event you don’t want the rebooking.

I wonder why you didn’t pay for a refundable fare, or you aren’t willing to claim on travel so as not to be inconvenienced?

You have excluded the important words from the T&C.

Yes, no refund when I cancel my flights depending on ticket class.

But, you are well aware that it is Air NZ who cancelled the flights.

T&C's for Air NZ initiated cancellations are the same no matter how much I paid.

Here are the T&C's on my ticket...

"Sometimes your flight might:

be cancelled

....

When these solutions aren't available, or don't resolve the matter for you, we will give you either a refund or a credit. "

So a 'Refund' is listed as an option. I'd be happy to take a 50% refund.

[Edit] Even better, in the fine print...

15.1 When does Air New Zealand give refunds?
You may be eligible for a refund or partial refund if you purchased a Ticket and we:

cancelled your flight due to something in our control, and we were unable to book you onto another flight

I would make the argument, that at level 2 Air NZ were able to operate this flight. Thats what this comes down to. Whether Air NZ had a choice to operate this flight. Air NZ might say they had no choice and I'd accept that if they have a good reason.

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#2479481 8-May-2020 19:42

surfisup1000:

However, at level 2 (the time of our future booking) there is no covid-19 related reason as to why these flights should be cancelled. People are allowed to travel domestically.

Unless, there is some other reason as to why Air NZ cannot operate these flights?

Demand is estimated to be about 20% of what it was. This has meant a huge reduction in capacity and flights.

surfisup1000

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#2479483 8-May-2020 19:49

sbiddle:

surfisup1000:

However, at level 2 (the time of our future booking) there is no covid-19 related reason as to why these flights should be cancelled. People are allowed to travel domestically.

Unless, there is some other reason as to why Air NZ cannot operate these flights?

Demand is estimated to be about 20% of what it was. This has meant a huge reduction in capacity and flights

Yes, I think that is why they cancelled the flights. When deciding between a refund or credit, the cancellation reason seems to be important. In this case, I think they cancelled because of the drop in demand, not because of any government order.

I get it is difficult times -- which is why I'd be happy to take a 50% refund and share the loss with Air NZ.

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BlinkyBill

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#2479508 8-May-2020 21:16

surfisup1000:

BlinkyBill:

you agreed to the ‘no refund’ clause when you accepted the terms and conditions, presumably you booked a fare type which is not eligible for a refund. The standard t’s and c’s for AirNZ have been in the event of a cancellation: re-booking on the next reasonably available flight, or a credit for future use in the event you don’t want the rebooking.

I wonder why you didn’t pay for a refundable fare, or you aren’t willing to claim on travel so as not to be inconvenienced?

You have excluded the important words from the T&C.

...

When these solutions aren't available, or don't resolve the matter for you, we will give you either a refund or a credit. "

...

I am familiar with the t’s and c’s. Their lawyers are better than your lawyers ... they use that wording because of the US government regulations that require a refund if the airline cancels.

You haven’t addressed the issue of why you purchased a non-refundable fare and didn’t select the insurance option which would have protected you from loss of $. And a credit is eminently fair in these circumstances, in my opinion - the purchaser doesn’t lose their money, and the airline has some revenue.

I see no reason why, having not taken precautions yourself, why you should expect the airline, owned by taxpayers and shareholders, to do so.

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#2479527 8-May-2020 23:16

I just got a refund for my non-refundable international travel booking that was originally credited when I decided not to fly back in mid-March.
Does anyone know when POLi processes refunds?

Scott3

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#2479535 8-May-2020 23:58

BlinkyBill:

...

You haven’t addressed the issue of why you purchased a non-refundable fare and didn’t select the insurance option which would have protected you from loss of $. And a credit is eminently fair in these circumstances, in my opinion - the purchaser doesn’t lose their money, and the airline has some revenue.

I see no reason why, having not taken precautions yourself, why you should expect the airline, owned by taxpayers and shareholders, to do so.

Most people (who haven't dug into the T+C's) would assume a "refundable" fare is a reference to the traveler choosing to cancel. It seems quite unreasonable to expect a traveler to insure against the airline simple choosing not to run the flight they have booked.

I disagree that a credit is fair. Would a credit be acceptable if you ordered an item from a retailer, and they couldn't supply it? In my eyes it would not be, they should give the money back so the purchaser can buy the item elsewhere.

It is quite a worrying situation where an airline can not provide paid for services and keep the money. In my eye's the fact that a credit is offered is not partially useful. Traveler may need that funds back to pay for another means of travel.

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#2479594 9-May-2020 07:33

NPCtom:

I just got a refund for my non-refundable international travel booking that was originally credited when I decided not to fly back in mid-March.
Does anyone know when POLi processes refunds?

you want to expand and tell us where your travel was to? cause it may paint a better picture of why you were refunded not credited.

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#2479596 9-May-2020 07:53

NPCtom:

Does anyone know when POLi processes refunds?

I got told up to 12 weeks.

Hmmmm

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gmball

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#2479600 9-May-2020 08:09

Everything I read says they have had to cancel flights to accomodate their new confirmed schedule. I think its a case of not knowing until recently what they would be allowed to operate under level 2.

Lets be honest, throughout this debacle our government have been as clear as mud with what's permitted under each alert level.

I have seen many times in the past 24 hours, Air NZ confirming that you wont pay any extra to fly the same route you originally booked, the flight will just be at a different time of the day. So its not a case of cancel all the cheaper bookings so you can charge more when you re-book.

sidefx

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#2479636 9-May-2020 09:34

surfisup1000:

Flights are cancelled.

I'd be happy with changing to new flights.

Or a 50% refund.

There is a good chance the credits are useless.

I doubt they are completely useless but I do see your point:

No doubt with the reduced demand, schedule and requirements for social distancing flying in general will be significantly more expensive for the foreseeable future, hence the credit amount will be far short of what new flights will cost. I'm in a similar position of having credit for a (admittedly reasonably cheap) set of flights to and from wellington booked well before lockdown. But I also see it from Air New Zealand's point of view... they have T&Cs for a reason and are a business. And I suspect there's a very good chance that if they offered full refunds or even 50% refunds to everyone who had credit they would have to lay off a lot more staff than they already have or worse.

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sbiddle

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#2479637 9-May-2020 09:41

gmball:

I have seen many times in the past 24 hours, Air NZ confirming that you wont pay any extra to fly the same route you originally booked, the flight will just be at a different time of the day. So its not a case of cancel all the cheaper bookings so you can charge more when you re-book.

Do you have a source for that please?

It's not something I have seen in any press release nor in any media story, and is certainly very different from what I've read - which has been numerous people complaining flights have been cancelled, they've been given a credit, and that new flights are now more expensive.

Ruphus

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#2479894 9-May-2020 19:01

This article mentions fares increasing due to reduced capacity to account for social distancing. Also there's an example of the fare increase. Yes, not the most reputable news source.

https://www.stuff.co.nz/business/121462158/air-nz-cancellations-leave-kiwis-out-in-the-cold

I wonder what the response would be if retailers started using this tactic for 'click and collect' purchases. Charging people more when they come to collect their items and then not offering refunds.

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