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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#2525999 20-Jul-2020 13:23

Sorry we can't find a match for this credit note. Please check that your booking reference is for your cancelled flight, and the email address is the one you used when booking that flight.

nzlogan

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#2526005 20-Jul-2020 13:45

1/3 bookings is showing a credit available, called AirNZ to check on the others, and someone will hopefully call in 7-14 business days.

kiwiharry

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#2526131 20-Jul-2020 18:15

Used that link to check and all my credits are showing. I had 2 separate bookings affected. Have not tried to use them yet for any future travel.

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waikariboy

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#2526201 20-Jul-2020 19:09

Thanks for that link it worked great for me. Now what to do with my credit, i could take my Kuz to Auckland for day trip just to hang out in Kora Lounge, she would enjoy that!

Balm its gone!

bmt

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#2526223 20-Jul-2020 21:07

Submitted the form on June 15 to use my credit on a return domestic flight for two people this weekend.

Had no response by 13th of July so called and ended up talking to an overflow team member who couldn't make any bookings. After initially saying I would receive a call back in 5-6 days she ended up saying 3 days.

As of the 20th of July I have had no correspondence, and now would presumable be expected to use the new online tool.

Price on 15th of June: $380

Price on 20th July: $976

Safe to say I am not going.

Wheelbarrow01

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#2526228 20-Jul-2020 21:27

GregV:

Sorry we can't find a match for this credit note. Please check that your booking reference is for your cancelled flight, and the email address is the one you used when booking that flight.

This whole no refund stance is a little confusing. I had tickets booked for travel to Melbourne in May, paid for with a mixture of airpoints and credit card, and booked after Covid became a thing but before lockdown.

I also got the above error message when I checked for a credit today, however having subsequently investigated further, I can confirm the airpoints used for the flights have been refunded to my airpoints account, and the airport fees/taxes portion which I paid by credit card have all been refunded in full back to that card - both happened in the past few days. I checked my junk mail and found one from AirNZ confirming these refunds.

The fares I purchased were the cheapest option - they were non-refundable sale fares (in normal circumstances anyway apparently). I have no idea why I've received a full refund when all the publicity and news articles said this would not happen. Has this happened to others on here?

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sbiddle

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#2526322 21-Jul-2020 07:27

Despite making no announcement as such, Air NZ appear to have refunded every flight either purchased either in full or in part with Airpoints Dollars over the past few weeks before this new system went live even if the flight had previously been converted to a credit. This appears to be because of both technical limitations and financial implications.

GregV

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#2526586 21-Jul-2020 14:47

This is looking more hopeful than my previous "can't find a match"

We are holding your booking in credit and are working on functionality to enable you to rebook online. If you urgently need to use your credit please call us.

CrashAndBurn

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#2526633 21-Jul-2020 16:08

From what I heard from others it seems not all AirNZ tickets are covered by the tool. It seems it is only for those that bought their tickets directly from AirNZ e.g. those via travel agents are still work in progress.

sbiddle

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#2526660 21-Jul-2020 17:04

CrashAndBurn:

From what I heard from others it seems not all AirNZ tickets are covered by the tool. It seems it is only for those that bought their tickets directly from AirNZ e.g. those via travel agents are still work in progress.

When you buy a ticket from a travel agent they are your point of contact for all communication - that's what being an "agent" is. They're paid a commission as part of the ticket to support customers and look after them, and tickets are often booked through GDS platforms and effectively not directly with Air NZ per se.

As a result of this if you have any queries with a ticket issued by a travel agent the travel agent is always your point of contact - Air NZ can't even touch or make changes to a ticket issues by a travel agent until that ticket moves to airport control on the day of the flight.

All of this means Air NZ can't necessarily just take over these tickets to allow rebooking. There appear to be a lot of PNRs that don't work, only 1 from 3 of my Aussie flights in April and May works. This is also the only flight I've ever received an email confimation about saying that it has been credited.

It is also worth noting that depending on your route and date of your ticket that you can still just rebook your current flights to fly the same route and booking class for free.

bmt

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#2528984 26-Jul-2020 15:51

So just called up to enquire about cancelling my flight credit and receiving the tax back instead.

Unsurprisingly this simple request baffled the call centre worker and he said someone would call me back in 7 days.

Anybody done this and have any tips on specifically what to ask for? I have received an email for this booking saying you can use the booking tool for this booking reference number.

I can't find anything specifically relating to this on their website or in the call centre menus.. I wouldn't be surprised that they don't want to make refunds like this easily available..

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Senecio

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#2528985 26-Jul-2020 15:55

I've just redeemed my credit and used it for flights to Queenstown in November for the Marathon. Quick, simple and pain free process to go through. Only problem now is what do I do with the remaining $32.47 credit.

GregV

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#2528986 26-Jul-2020 15:58

Senecio:

what do I do with the remaining $32.47 credit.

Seat select?

sbiddle

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#2529017 26-Jul-2020 17:06

Senecio:

Only problem now is what do I do with the remaining $32.47 credit.

Use it for your next flights you book?

invisibleman18

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#2529241 27-Jul-2020 08:25

Has anyone been able to use multiple credits? I have two of like to use bit you can only use one with the online tool and to use more together you have to pay to hold the fare and wait to be contacted.

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