20may air nz refunds hero
News
18 May 2020

Air NZ pulls refund U-turn

Airline to refund passengers on all US flights after our complaint.

Air New Zealand has backed down and will refund all passengers on cancelled US flights after we called out the company for its practices.

Flight rules in the US entitle passengers travelling to or from the States to a refund if their flight is cancelled. However, Air New Zealand was telling customers transiting through the US on their way to the UK they could only get a credit.

In our view, that advice misled consumers about their rights.

Information provided to us by the US Department of Transportation said all passengers should be refunded, including those travelling via a US airport to another destination.

After we announced we’d lodged a complaint with the Commerce Commission, asking it to investigate Air New Zealand’s claims, the airline changed its stance.

The airline’s backdown means affected customers can now claim a refund.

If you were booked on an Air New Zealand flight to the US that was cancelled, contact the airline or your travel agent and request your money back.

Crowd of people walking.

Coronavirus (Covid-19)

Read our latest articles on the Covid-19 pandemic. Got a consumer-related question about coronavirus? Email us at info@consumer.org.nz and we'll do our best to help.

Stay in the know

Keep up-to-date with Consumer's latest news, investigations and product and service reviews, plus join the Consumer panel with invitations to take part in surveys.

Donate campaign promo

Help us keep the pressure on

From dodgy supermarket specials to fairer travel refunds – we’re on a mission to make things better. We’re aiming to raise $30,000 in four weeks to help us do more to stand up for the rights of all New Zealanders.

Donate now

Member comments

Get access to comment