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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#2503380 12-Jun-2020 09:41

surfisup1000:

...

Air New Zealands communication has been incredibly poor from the start.

But, I think it is pretty clear how to claim your credit by now.

...

It's pretty clear how to do it but the actual doing is still a bit sh*t to be honest.

Mrs Floyd and I have a credit for a couple of domestic flights.

Found some flights (same destinations) a couple of months from now that we want to use the credit on, fares of those are easily covered by the value of the credit

Phoned the contact-centre this morning to book those, got straight through. Agent found our details and that the credit was valid, I started telling her where and when for the new flight. Floyd thinks: "this is going well"

Then she says, I'll take your details and a booking agent will call you back, but no idea when that might happen. So there's every chance that those fares for our preferred flights will be gone, so either we don't go or end up having to pay more.

I have some empathy for Air NZ and I know they're working on an on-line solution, but I can understand why the public is annoyed with them.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

Geektastic

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#2505477 15-Jun-2020 21:54

OOI what is the position on fees and taxes?

These can amount to a significant amount with international flights: are Air NZ keeping those as well or returning them?

kiwiharry

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#2505570 16-Jun-2020 07:36

Geektastic:
OOI what is the position on fees and taxes?

These can amount to a significant amount with international flights: are Air NZ keeping those as well or returning them?

The taxes and fees for my bookings to HNL were refunded to my credit card. I'd paid for the flights with Airpoints.

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surfisup1000

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#2505574 16-Jun-2020 08:18

I'm trying to redeem my credits for a cheap grabaseat deal I found, but, Air NZ are saying they will take up to 4 weeks to do this... by which time, my flights will be long gone.

I just have to pay for the flights, otherwise I can't fly.

sbiddle

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#2505592 16-Jun-2020 09:15

Geektastic:

OOI what is the position on fees and taxes?

These can amount to a significant amount with international flights: are Air NZ keeping those as well or returning them?

Lots of questions like this have been answered on the Air NZ website for weeks.

For a refund or credit you get 100% of the far cost back incl all tax.

If you don't want a credit you can opt for a 100% refund of taxes - so in the case of all the people who picked up $220 return flights to Australia that were $200 tax + $20 airfare you can opt for a full refund of the taxes meaning you'll lost $20

BMarquis

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#2505652 16-Jun-2020 10:50

sbiddle:

Geektastic:

OOI what is the position on fees and taxes?

These can amount to a significant amount with international flights: are Air NZ keeping those as well or returning them?

Lots of questions like this have been answered on the Air NZ website for weeks.

For a refund or credit you get 100% of the far cost back incl all tax.

If you don't want a credit you can opt for a 100% refund of taxes - so in the case of all the people who picked up $220 return flights to Australia that were $200 tax + $20 airfare you can opt for a full refund of the taxes meaning you'll lost $20

To be fair, this bit "If you don't want a credit you can opt for a 100% refund of taxes" Hasn't been up for weeks.
It wasn't until Alison Mau's stuff article last week that I actually managed to get AirNZ to refund my taxes. They had been steadfast refusing to refund my tax portion, including some high up customer service/exec folks.

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#2505745 16-Jun-2020 13:59

BMarquis:

To be fair, this bit "If you don't want a credit you can opt for a 100% refund of taxes" Hasn't been up for weeks.
It wasn't until Alison Mau's stuff article last week that I actually managed to get AirNZ to refund my taxes. They had been steadfast refusing to refund my tax portion, including some high up customer service/exec folks.

Are you meaning the tax portion of a flight or were you opting for just a refund of the tax (which means you will not get a refund of the airfare component - which is the example I used). I know numerous people who took the tax only refund option and had zero issues, with some of these refunds being in April. For all the cheap $220ish flights to Aussie it was a no brainer to take this option because it meant you only lost $20 by opting for a refund.

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#2505812 16-Jun-2020 15:25

sbiddle:

BMarquis:

To be fair, this bit "If you don't want a credit you can opt for a 100% refund of taxes" Hasn't been up for weeks.
It wasn't until Alison Mau's stuff article last week that I actually managed to get AirNZ to refund my taxes. They had been steadfast refusing to refund my tax portion, including some high up customer service/exec folks.

Are you meaning the tax portion of a flight or were you opting for just a refund of the tax (which means you will not get a refund of the airfare component - which is the example I used). I know numerous people who took the tax only refund option and had zero issues, with some of these refunds being in April. For all the cheap $220ish flights to Aussie it was a no brainer to take this option because it meant you only lost $20 by opting for a refund.

Ah got you. No I mean getting a refund for the tax portion and a credit for the flight portion :)
https://www.stuff.co.nz/travel/news/300028722/alison-mau-air-new-zealand-wheres-our-money

karni

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#2509023 21-Jun-2020 08:12

surfisup1000:

I'm trying to redeem my credits for a cheap grabaseat deal I found, but, Air NZ are saying they will take up to 4 weeks to do this... by which time, my flights will be long gone.

I just have to pay for the flights, otherwise I can't fly.

Ditto for me, wanted to re-book a flight for one of my kids during the school holidays using credit from the previous holiday's cancelled flight so emailed Air NZ 9 days ago and still no response to just paid for the flights before they go. Really hoping I can turn the credit into a refund or at least a straight transfer to air points.

sbiddle

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#2509036 21-Jun-2020 09:03

karni:

surfisup1000:

I'm trying to redeem my credits for a cheap grabaseat deal I found, but, Air NZ are saying they will take up to 4 weeks to do this... by which time, my flights will be long gone.

I just have to pay for the flights, otherwise I can't fly.

Ditto for me, wanted to re-book a flight for one of my kids during the school holidays using credit from the previous holiday's cancelled flight so emailed Air NZ 9 days ago and still no response to just paid for the flights before they go. Really hoping I can turn the credit into a refund or at least a straight transfer to air points.

To use your credit you need to call Air NZ and they will normally do this on the phone with you. Even at the best of times emailing Air NZ is never a good approach for anything urgent - auto response replies always typically say that it could take anywhere from 7-14 days to respond.

surfisup1000

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#2509037 21-Jun-2020 09:09

sbiddle:

To use your credit you need to call Air NZ and they will normally do this on the phone with you. Even at the best of times emailing Air NZ is never a good approach for anything urgent - auto response replies always typically say that it could take anywhere from 7-14 days to respond.

This is against the advice from Air NZ. They say to only call them for urgent travel.

It is very clear...

https://www.airnewzealand.co.nz/covid19-refunds-flight-credit#credit

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sbiddle

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#2509143 21-Jun-2020 12:16

surfisup1000:

sbiddle:

To use your credit you need to call Air NZ and they will normally do this on the phone with you. Even at the best of times emailing Air NZ is never a good approach for anything urgent - auto response replies always typically say that it could take anywhere from 7-14 days to respond.

This is against the advice from Air NZ. They say to only call them for urgent travel.

It is very clear...

https://www.airnewzealand.co.nz/covid19-refunds-flight-credit#credit

Yes - call them for urgent travel, or otherwise fill in the contact form which will take up to 14 days to respond. Obviously that's not particularly useful for lots of people, hence ringing is the best option even though wait times can be long. Considering how busy the Air NZ network already is during the school holidays (lots of full flights already) waiting runs the risk of missing out.

floydbloke

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#2509464 22-Jun-2020 09:39

floydbloke:

...

Mrs Floyd and I have a credit for a couple of domestic flights.

Found some flights (same destinations) a couple of months from now that we want to use the credit on, fares of those are easily covered by the value of the credit

Phoned the contact-centre this morning to book those, got straight through. Agent found our details and that the credit was valid, I started telling her where and when for the new flight. Floyd thinks: "this is going well"

Then she says, I'll take your details and a booking agent will call you back, but no idea when that might happen. So there's every chance that those fares for our preferred flights will be gone, so either we don't go or end up having to pay more.

...

Got the call back from a booking agent this morning. Now booked on same dates with flight times varying by half an hour and 15 minutes respectively.

Agent then went on to say that I'd have to pay an extra $80. I politely but firmly told her that it's not my fault but AirNZ's that it's taken 9 days to get back to me and our preferred flight/fares are now gone and I'm not paying it.. On hold for 5 minutes, then told that her supervisor has agreed to waive the fare difference.

Good result in the end.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

surfisup1000

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#2516130 2-Jul-2020 12:44

Still waiting for my Air NZ call back which I requested nearly a month ago.

I called them at the beginning of last week, and they said to book and pay for my flights and they would call me back within 7 days and give me a bank refund using my saved credits.

But, they haven't called me back and it has been more than 7 days.

Hopeless.

CrashAndBurn

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#2525996 20-Jul-2020 13:14

Did anyone use the new tool to book using their credits? How was it?

https://flightbookings.airnewzealand.co.nz/vmanage/actions/creditreview

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