Unable to contact Air New Zealand

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Mad Scientist
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#2441218 19-Mar-2020 13:11

geekbhaji:
Batman:

oh and everything refunded

What number you tried. I just tried after reading your comment but was disconnected after intial message of high call volumes.

Also what time you called will be helpful too.
Thanks

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k14

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#2441310 19-Mar-2020 14:40

I called up this morning. Took 37 mins on hold to get through, great customer service, as always. I was booked to fly Qtn to Akl tomorrow (return Tues) with family to go to Book of Mormon. They were happy to give a full credit to be used within 12 months, although when the email came through confirming the change it is quite hard to figure out if I have been credited in full? It cost me $872 to book the flights back in November although I paid $634 in airpoint dollars and the remaining $238 via credit card. The refund I have been given is 4 x $172.18 for the fares and 4 x $25.82 for taxes. I can't for the life of me work out how this adds up to $872? On face value the refund only comes to $794.48. Is there some GST trick between the fare I paid in cash vs the airpoints fares? Or did I miss the fine print and there has been some service fee?

And before anyone jumps down my throat telling me to be thankful I got anything considering the circumstances (for which I am), this is not me trying to throw stones at Air NZ when they are under considerable stress, I am genuinely interested in trying to figure out how the maths works on this.

GregV

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#2441366 19-Mar-2020 15:40

And there has now been a further update (emphasis mine)

I have travel within New Zealand and don't want to travel, can I have a refund?

You can make one change to your existing booking and we'll waive the change fee and service fee, however fare difference may apply. Normal refund rules apply. Alternatively, we can hold your fare in credit for 12 months from the day you cancel your booking.

Very much a moving goalpost (to be expected). I contacted AirNZ via Twitter last night, where I was told that unless the event was listed, normal refund rules applied

Edit to add - the original section is still there as well:

I don't want to travel now. Can I get a refund?

If your travel is within New Zealand and we can get you there on the same day and you'd still like to change, we can make one change free of charge. However, if your new flight has been changed by more than 4 hours, we can hold your fare in credit for 12 months from the date of issue. Otherwise, normal refund rules apply.

amiga500

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#2441925 20-Mar-2020 09:51

It's 9.45 am on Friday 20 March, and I have just had a play with the Air NZ booking page for a AKL-SYD flight for Monday 23 March returning Wednesday 25 March & the price is $637.00! (Have a play yourself if you don't believe me.)

I realise it might involve some coding work to change their booking engine, but why isn't there a great big warning at the top of the booking page to remind that the borders of NZ and Australia are currently closed. I realise they need cash coming but...

noroad

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#2441928 20-Mar-2020 10:00

Did others get the email with the nice simple click through cancel/credit flight option? (flights were due for 10 days time to Hawaii) I'm impressed how quickly AirNZ has adapted so I don't have to sit on hold taking up valuable resource.

GregV

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#2441932 20-Mar-2020 10:08

Yes, got the same this morning, domestic travel at Easter. Good to see this automated, freeing up CSR time for those with more complex needs.

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GregV

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#2441934 20-Mar-2020 10:09

amiga500:
It's 9.45 am on Friday 20 March, and I have just had a play with the Air NZ booking page for a AKL-SYD flight for Monday 23 March returning Wednesday 25 March & the price is $637.00! (Have a play yourself if you don't believe me.)

I realise it might involve some coding work to change their booking engine, but why isn't there a great big warning at the top of the booking page to remind that the borders of NZ and Australia are currently closed. I realise they need cash coming but...

To cater for Aussies trying to get home?

amiga500

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#2441935 20-Mar-2020 10:13

GregV:
amiga500:

It's 9.45 am on Friday 20 March, and I have just had a play with the Air NZ booking page for a AKL-SYD flight for Monday 23 March returning Wednesday 25 March & the price is $637.00! (Have a play yourself if you don't believe me.)

I realise it might involve some coding work to change their booking engine, but why isn't there a great big warning at the top of the booking page to remind that the borders of NZ and Australia are currently closed. I realise they need cash coming but...

To cater for Aussies trying to get home?

Yes, that's true I guess, but if you play with later dates in April or May it is just the same. As International is a dead duck now every page at Air NZ should be along the lines of 'Don't leave home until you've seen the Country' like the tv ads of a few decades ago. In other words promote domestic tourism.

noroad

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#2441936 20-Mar-2020 10:14

To cater for Aussies trying to get home?

Hmm, I've got dual AU/NZ citizenship, might be one of the only people who can still (quarantine willing) move between NZ and AU, what a truly bizarre situation the world has come to. You read the books and contemplate such things but I never thought in my lifetime this would really happen.

tchart

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#2442000 20-Mar-2020 11:44

noroad:

Did others get the email with the nice simple click through cancel/credit flight option? (flights were due for 10 days time to Hawaii) I'm impressed how quickly AirNZ has adapted so I don't have to sit on hold taking up valuable resource.

Nope no email for me and Im not able to cancel my booking through the app or website (as seen on Facebook).

GregV

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#2442423 20-Mar-2020 19:39

When is your travel @tchart?

To take the pressure off we are offering you the option to hold your fare in credit for any international or domestic bookings for travel commencing between 20 March and 14 April 2020

I went through the online fare credit process, and received confirmation on-screen that a credit is being held for me for ~1 year. However, no email confirmation, and no record of it in my AirNZ account (and my booking is gone, as expected). Just a note to call them and quote my original reference when it is time to fly again.

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geekbhaji

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#2443630 22-Mar-2020 12:20

Called them and within 52 minutes, got credit for 1 year. Havent got any email/text. CSR mentioned that their system is overloaded and might take a week to get emails.

He mentioned that credit is stored against original booking reference.

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richms

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#2443633 22-Mar-2020 12:23

I'd be worried about holding a credit from an airline with them going broke. Hope that doesn't happen but I don't think this is the miracle gesture that people think that it is.

Richard rich.ms

larknz

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#2443665 22-Mar-2020 13:02

Unless people have insurance it's probably the only hope people have to recover anything.
I took a screenshot showing the credit, so I at least have some evidence in the absence of anything else.

amiga500

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#2443697 22-Mar-2020 13:38

richms:

I'd be worried about holding a credit from an airline with them going broke. Hope that doesn't happen but I don't think this is the miracle gesture that people think that it is.

If things get so bad that the Government is forced to let Air NZ fail its demise will be the least of our worries!

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