Unable to contact Air New Zealand

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#2439968 17-Mar-2020 13:50

wellygary:

MurrayM:

Any word on what Air NZ are doing for domestic flights? My parents are due to fly from Christchurch to Auckland for ANZAC Day commerations. They booked a few weeks ago but it's likely the commerations will be cancelled. Are Air NZ giving refunds or credits for cases like this?

At the moment no, but things will change... they have a bunch of Domestic network capacity cuts coming,

But if this is still a big mess by the middle of April, I'm fairly sure you get a 12 month credit at least...

I suspect it might be different in that case though, as long as they don't cancel the domestic flight AirNZ should not really be on the hook for an end users event being cancelled. That's somewhat different from International flight restrictions and really we don't want them to collapse at this point. That's my 2c on it anyway. If there are national travel restrictions that would be another matter.

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sbiddle

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#2439991 17-Mar-2020 14:22

geekbhaji:

I got a call from flight center and they sent me a form to fill to hold credit for 12 months.

Looks like mine is sorted at the moment but still have to contact Air NZ for my mum because she wasnt booked via Flight Center.

So looks like if you have booked via an agent its worth talking to them first, might be easier to get hold of them, even personally walking in the store.

Cheers

If you booked via a travel agent you have to speak to your travel agent. They're the only ones who can touch the booking because you nominated then as your agent for handling the booking.

MurrayM

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#2440025 17-Mar-2020 14:50

From Air NZ's website:

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.

Also

Domestic flexibility for cancelled events

Further fare flexibility is available if you have been impacted by the cancellation or postponement of one of the following events:

- Pasifika Festival (14 March 2020)
- Deftones concert (15 March 2020)
- ASB Polyfest (18 - 21 March 2020)
- Homegrown (21 March, 22 March 2020)
- My Chemical Romance concert (25 March 2020)

As a gesture of goodwill, event-goers no longer requiring travel to or from the event destination, within two days of their event can have the value of their domestic fare held in credit for up to 12 months. Please note that change/service fees and fare difference may apply when rebooking.

If you do know the alternative dates you wish to travel and wish to rebook, the initial change fee on your booking will be waived. Service fee and fare difference may be applicable.

amiga500

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#2440039 17-Mar-2020 15:23

Air NZ could make the email contact more easy to find & encourage people to use it. At the moment they seem to be actively discouraging people from email.

sbiddle

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#2440047 17-Mar-2020 15:44

amiga500:

Air NZ could make the email contact more easy to find & encourage people to use it. At the moment they seem to be actively discouraging people from email.

No point having email if they're unable to meet demand and process these emails. Most airline things such as booking changes can't easily be done via email.

noroad

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#2440057 17-Mar-2020 16:02

No point having email if they're unable to meet demand and process these emails. Most airline things such as booking changes can't easily be done via email.

There is really very little a CSR can't do reading the customers wishes on email as opposed to talking to a frustrated customer that's been on the phone for an hour waiting. Email queries can also be done at any time from anywhere, so I would have thought that would be more efficiant than sitting in a call center on the phone. I know with ISP help desk simple queries it is far more efficient via email than via phone.

amiga500

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#2440214 17-Mar-2020 18:32

sbiddle:

amiga500:

Air NZ could make the email contact more easy to find & encourage people to use it. At the moment they seem to be actively discouraging people from email.

No point having email if they're unable to meet demand and process these emails. Most airline things such as booking changes can't easily be done via email.

Yes, but some people have a simple situation & request such as asking for either a refund or a credit. After writing my comment about Air NZ I happened to watch a Youtube clip from 9 News and their aviation journalist said that people should reach out to Qantas by email and not phone!

The Youtube is titled: 'Coronavirus: Qantas cuts flights, Melbourne research breakthrough | Nine News Australia'

Perhaps Qantas have moved faster and set up a more appropriate system?

GregV

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#2440294 17-Mar-2020 20:41

MurrayM:

From Air NZ's website:

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.

Also

Domestic flexibility for cancelled events

Further fare flexibility is available if you have been impacted by the cancellation or postponement of one of the following events:

Pasifika Festival (14 March 2020)
Deftones concert (15 March 2020)
ASB Polyfest (18 - 21 March 2020)
Homegrown (21 March, 22 March 2020)
My Chemical Romance concert (25 March 2020)
As a gesture of goodwill, event-goers no longer requiring travel to or from the event destination, within two days of their event can have the value of their domestic fare held in credit for up to 12 months. Please note that change/service fees and fare difference may apply when rebooking.

If you do know the alternative dates you wish to travel and wish to rebook, the initial change fee on your booking will be waived. Service fee and fare difference may be applicable.

This is more rigid than when I checked previously (but didn't screenshot). Before it appeared that the 12-month credit hold was applicable for just about any domestic flight. The bits about "getting you there same day" and "normal refund rules apply" weren't present. Hopefully Warbirds over Wanaka is added to the 'cancelled events' section.

allan

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#2440785 18-Mar-2020 16:27

GregV:

This is more rigid than when I checked previously (but didn't screenshot). Before it appeared that the 12-month credit hold was applicable for just about any domestic flight. The bits about "getting you there same day" and "normal refund rules apply" weren't present. Hopefully Warbirds over Wanaka is added to the 'cancelled events' section.

The size of the event shouldn't matter frankly. I'm scheduled to fly domestically in the last weekend of the month to a musical workshop with approx 50 attendees that had overseas presenters and judges. Obviously now cancelled. I should be as entitled to refund/credit facilities as anyone attending a major event.

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#2440789 18-Mar-2020 16:32

2-3 min wait now. first i got someone who couldn't help! so rejoined the queue of call but both times it was 2-3 mins of waiting only

Batman

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#2440793 18-Mar-2020 16:41

oh and everything refunded

sbiddle

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#2440869 18-Mar-2020 19:57

GregV:

This is more rigid than when I checked previously (but didn't screenshot). Before it appeared that the 12-month credit hold was applicable for just about any domestic flight. The bits about "getting you there same day" and "normal refund rules apply" weren't present. Hopefully Warbirds over Wanaka is added to the 'cancelled events' section.

There has never been any flexibility / credits for any domestic flights from day one unless you had booked a flexidate ticket. It's only ever covered long haul international flights initially, and then short haul international and flights to Australia.

GregV

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#2440891 18-Mar-2020 20:47

Except for the "Domestic flexibility for cancelled events" on their travel alerts page

amiga500

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#2440915 18-Mar-2020 22:01

The plane I would have been on is now making its way from Brisbane to Christchurch. However Air NZ is now using an A321 instead of a A320 for the service. As the Deputy PM said it is time to get back to NZ.

geekbhaji

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#2441210 19-Mar-2020 12:58

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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