Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




100 posts

Master Geek

Trusted
EMT (R)

#269694 2-Apr-2020 17:48
Send private message quote this post

Hi, 

 

I have $1000+ in flights booked over Easter, which AirNZ have Cancelled, 

 

They are refusing to offer a Refund, (just a 'credit for use in the next 12 months') -

Of which I have no use for, and as they have not provided the services, for which I paid, 
As I paid via Credit Card, I would suspect, I have some grounds for Requesting a charge back(refund) from the Bank, via the Credit Card.

 

 

 

Does anyone have experience in this process, and know what the requirements are to get a Refund via the C/card?  
(There is going to be a lot of people in this situation, - with Air NZ refusing to provide Refunds, - even know they have not provided the services, they were contracted to provide.)



Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3 | 4
5813 posts

Uber Geek

Trusted
Geekzone
Lifetime subscriber

  #2453213 2-Apr-2020 17:48
Send private message quote this post

Allow me to introduce you folks to our new travel community: TravelTalk NZ.

 

We hope to see you there!

 





I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



871 posts

Ultimate Geek


  #2453220 2-Apr-2020 18:00
Send private message quote this post

Dude, there is a ban on non-essential flights, Air NZ is not at fault here. Have you heard the Prime Minister’s exhortation to bed kind’?

 

In respect of your question - you accepted the refund policy when you booked the ticket. The policy was recently amended to provide a full-value refund. Air NZ is being pretty reasonable.

 

Your only option is to make a claim against travel insurance. Oh - you didn’t take out travel insurance, did you.

 

Be reasonable.

 

 





BlinkyBill


 
 
 
 


3607 posts

Uber Geek

Trusted
Subscriber

  #2453222 2-Apr-2020 18:02
Send private message quote this post

BlinkyBill:

 

Dude, there is a ban on non-essential flights, Air NZ is not at fault here. Have you heard the Prime Minister’s exhortation to bed kind’?

 

In respect of your question - you accepted the refund policy when you booked the ticket. The policy was recently amended to provide a full-value refund. Air NZ is being pretty reasonable.

 

Your only option is to make a claim against travel insurance. Oh - you didn’t take out travel insurance, did you.

 

Be reasonable.

 

 

Travel insurance generally doesn't cover pandemics.


6271 posts

Uber Geek

Trusted
Lifetime subscriber

  #2453226 2-Apr-2020 18:13
Send private message quote this post

How long ago did you book the flights?


871 posts

Ultimate Geek


  #2453227 2-Apr-2020 18:15
Send private message quote this post

Handle9:

 

Travel insurance generally doesn't cover pandemics.

 


I think Air NZ travel insurance covers cancellation for any reason. There may be a pandemic exception - I don’t recall. There are a number of popular travel insurance schemes that, prior to the current pandemic, covered pandemics and are paying out.

 

Irrespectively, I think the OP is being unreasonable in the circumstances.





BlinkyBill


1243 posts

Uber Geek


  #2453228 2-Apr-2020 18:16
Send private message quote this post

concordnz:

 

Does anyone have experience in this process, and know what the requirements are to get a Refund via the C/card?  
(There is going to be a lot of people in this situation, - with Air NZ refusing to provide Refunds, - even know they have not provided the services, they were contracted to provide.)

 

Ordinarily, you are entitled to a refund by the original method under the Consumer Guarantees Act. The current situation makes it more tricky as Air NZ is now legally prevented from carrying out the terms of the contract. You may wish to look at the Contract and Commercial Law Act 2017.

 

As for chargebacks, I've done a few. Banks have time limits to file disputes (although they may investigate beyond these dates), and travel is often booked well in advance, so a chargeback may not be an option in your case. The first step is always to try and resolve the matter with the merchant. Document everything, ask for their justification for not giving you a refund in cash, and then if you're not happy with their reply or they refuse to reply (not acting in good faith - keep an eye on their ticketing systems for things being closed without answer), or you run out of time to dispute the transaction, then contact your bank.


28951 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  #2453249 2-Apr-2020 19:03
Send private message quote this post

You will have zero luck with a credit card chargeback.

 

The whole situation is actually pretty complex, and unless you have a flexidate fare that allows refunds you will not get anywhere with a refund now. Air NZ are very steadfast with this approach, and currently not willing to budge despite many threats and people quoting all sorts of laws and fare rules to them. They will only issue fare credits, period.

 

The only concession at present if for international flights that they will offer a refund of the tax on the flights (but not the fare) - so you can accept a full credit, or just a refund of the tax.

 

 

 

 

 

 


 
 
 
 


871 posts

Ultimate Geek


  #2453262 2-Apr-2020 19:20
Send private message quote this post

Look at the Government’s advice here https://www.consumerprotection.govt.nz/help-product-service/flights-tickets-events/cancellations-delays/ you need to expand the drop-downs to see all the information.

 

”However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one.” Air NZ’s t’s-and-c’s are clear about the status for all fare types.

 

The CGA does not apply in this circumstance as it is a Government-mandated cancellation outside of the airline’s control. Sir Humphrey is not correct that the fare is refundable under the CGA - when a flight is cancelled for reasons outside of the airline’s control.

 

I think it is reasonable to provide a credit in this circumstance.





BlinkyBill




100 posts

Master Geek

Trusted
EMT (R)

  #2453265 2-Apr-2020 19:24
Send private message quote this post

I have made it clear I have no need for their services in the future,

And I am being perfectly reasonable. 
When you purchase a Product or Service, you expect it to be supplied or your money back.

 

They are currently 'sitting' on millions of dollars of their customers money, - (customers who are facing dire financial hardship and job losses)
  
The "Right" thing to do - would be Refund their customers.
But they are refusing to do this.




100 posts

Master Geek

Trusted
EMT (R)

  #2453268 2-Apr-2020 19:30
Send private message quote this post

SirHumphreyAppleby:

 

concordnz:

 

Does anyone have experience in this process, and know what the requirements are to get a Refund via the C/card?  
(There is going to be a lot of people in this situation, - with Air NZ refusing to provide Refunds, - even know they have not provided the services, they were contracted to provide.)

 

Ordinarily, you are entitled to a refund by the original method under the Consumer Guarantees Act. The current situation makes it more tricky as Air NZ is now legally prevented from carrying out the terms of the contract. You may wish to look at the Contract and Commercial Law Act 2017.

 

As for chargebacks, I've done a few. Banks have time limits to file disputes (although they may investigate beyond these dates), and travel is often booked well in advance, so a chargeback may not be an option in your case. The first step is always to try and resolve the matter with the merchant. Document everything, ask for their justification for not giving you a refund in cash, and then if you're not happy with their reply or they refuse to reply (not acting in good faith - keep an eye on their ticketing systems for things being closed without answer), or you run out of time to dispute the transaction, then contact your bank.

 



Thank you  SirHumphrey, 
For the 'considered' reply, and not the kneejerk reaction which has been shown elsewhere.

 

It is likely to be [currently] within the 90 day timeframe, (but I will need to get onto it asap)
Which Is why I have sought advice, 
I have contacted the Merchant (AirNZ), and am not satisfied with their response.
Which is why I am looking at other options for resolving this.

For Reference
https://www.anz.co.nz/content/dam/anzconz/documents/rural/products-and-services/ANZ-Fraud-Minimisation-Guide.pdf?MOD=AJPERES
(Some [limited] information around Chargebacks)


1243 posts

Uber Geek


  #2453270 2-Apr-2020 19:38
Send private message quote this post

BlinkyBill:

 

Look at the Government’s advice here https://www.consumerprotection.govt.nz/help-product-service/flights-tickets-events/cancellations-delays/ you need to expand the drop-downs to see all the information.

 

”However, airlines operating within New Zealand will need to give you a refund unless their terms and conditions expressly provide that you are not entitled to one.” Air NZ’s t’s-and-c’s are clear about the status for all fare types.

 

The CGA does not apply in this circumstance as it is a Government-mandated cancellation outside of the airline’s control. Sir Humphrey is not correct that the fare is refundable under the CGA - when a flight is cancelled for reasons outside of the airline’s control.

 

I think it is reasonable to provide a credit in this circumstance.

 

 

You really love jumping to conclusions don't you Bill?

 

I said ordinarily the CGA would provide for a full refund via the original method.

 

And no, I do not agree with the remainder of your analysis. If the contract cannot be performed, a simple clause within same cannot be relied upon as sufficient justification to withold repayment. It's a frustrated contract where ordinarily money paid by would be recoverable unless a court decides otherwise. Air NZ hasn't incurred any significant costs, so I don't I do not consider them to be entitled to anything like the full amount.


28951 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  #2453287 2-Apr-2020 19:58
Send private message quote this post

I can assure you that despite thinking chargeback may work that from what I've been told neither Visa or Mastercard nor the banks will currently accept this as a reason for a valid chargeback.

 

I have a lot of flights in coming months due the number I fly.

 

 


28951 posts

Uber Geek

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  #2453288 2-Apr-2020 20:02
Send private message quote this post

concordnz:

 

They are currently 'sitting' on millions of dollars of their customers money, - (customers who are facing dire financial hardship and job losses)
  

 

One thing to remember is that if Air NZ were to refund all money they currently hold they would be insolvent and would no longer be able to trade - yes customers may be but as a business they are in exactly the same situation.

 

 

 

 

 

 




100 posts

Master Geek

Trusted
EMT (R)

  #2453289 2-Apr-2020 20:05
Send private message quote this post

sbiddle:

 

I can assure you that despite thinking chargeback may work that from what I've been told neither Visa or Mastercard nor the banks will currently accept this as a reason for a valid chargeback.

 

I have a lot of flights in coming months due the number I fly.

 

 

 

 

I trust your experience Sbiddle, 
If you hear of any solutions to this problem, (faced by thousands of people), I would appreciate hearing. 
Feel free to post it here - (or pm me to avoid pointless debate)




100 posts

Master Geek

Trusted
EMT (R)

  #2453290 2-Apr-2020 20:06
Send private message quote this post

sbiddle:

 

concordnz:

 

They are currently 'sitting' on millions of dollars of their customers money, - (customers who are facing dire financial hardship and job losses)
  

 

One thing to remember is that if Air NZ were to refund all money they currently hold they would be insolvent and would no longer be able to trade - yes customers may be but as a business they are in exactly the same situation.

 

 

If they are using "future income' to pay 'today's' bills - Perhaps their Directors have been substandard in their duties, by allowing Dividend payments....
Directors have a "Duty of Care" to ensure they are not Insolvent, when declearing Dividends.... 


 1 | 2 | 3 | 4
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

OPPO Find X2 Lite brings flagship features to mid-range 5G smartphone
Posted 29-May-2020 12:52


Sony introduces the digital camera ZV-1 for content creators
Posted 27-May-2020 12:47


Samsung Announces 2020 QLED TV Range
Posted 20-May-2020 16:29


D-Link A/NZ launches AI-Powered body temperature measuring system
Posted 20-May-2020 16:22


NortonLifeLock Online Banking Protection now available for New Zealand banks
Posted 20-May-2020 16:14


SD Express delivers new gigabyte speeds for SD memory cards
Posted 20-May-2020 15:00


D-Link A/NZ launches Nuclias cloud managed network solution hosted in Australia
Posted 11-May-2020 17:53


Logitech introduces new video streaming solution for home studios
Posted 11-May-2020 17:48


Next generation Volvo cars to be powered by Luminar LiDAR technology
Posted 7-May-2020 13:56


D-Link A/NZ launches Wi-Fi Certified EasyMesh system
Posted 7-May-2020 13:51


Spark teams up with Microsoft to bring Xbox All Access to New Zealand
Posted 7-May-2020 13:01


Microsoft plans to establish its first datacenter region in New Zealand
Posted 6-May-2020 11:35


Genesis School-gen has joined forces with Mind Lab Kids
Posted 1-May-2020 12:53


Malwarebytes expands into privacy with fast, frictionless VPN
Posted 30-Apr-2020 16:06


Kordia to donate TV airtime on Channel 200 to community groups
Posted 30-Apr-2020 16:00



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.