Grounded Air NZ passengers should get refunds

We’re calling on Air NZ to do the right thing.

Grounded Air New Zealand flight.

This week, Air New Zealand backed down and agreed to refund all passengers on cancelled US flights after we called out the company’s practices.

Flight rules in the US are clear: passengers travelling to or from the States are entitled to a refund if their flight is cancelled, regardless of the reason. However, Air New Zealand was telling some customers they could only get a credit.

The airline’s backdown is good news for customers on grounded US flights. But we want Air New Zealand to take the next step and offer refunds to customers on all flights cancelled due to Covid-19.

Thousands of Kiwis flying to destinations other than the US have only got credits. Why? Because our laws don’t require airlines to provide refunds when flights are cancelled for reasons outside their control, such as the Covid-19 pandemic.

We think Air New Zealand should do the right thing by its loyal customers and offer refunds. We’re writing to the airline asking it to do just that.

If you’ve had an Air New Zealand flight cancelled due to the lockdown, we want to hear about it. Tell us if you’ve got your money back or you’ve been stuck with a credit.

This questionnaire has now closed. If you have any feedback around this issue, please email info@consumer.org.nz.

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.

Your support goes a long way

Your support goes a long way

Young boy sticking drawing to window.

Your support goes a long way

When big things like the Covid-19 pandemic happen, we all have a role to play in helping each other get through. Our role is to provide independent, expert advice and fearlessly advocate on behalf of all consumers during this uncertain time. Can you help with a regular or one-off donation?

Donate to Consumer

Coronavirus (Covid-19)

Coronavirus (Covid-19)

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.

Member comments

Get access to comment

Donna T.
24 May 2020
Fuel supply rort

Half way through lockdown the LPG cylinder runs out. My wife goes to to local service station for a refill as normal but is told they are not refilling now but offered a swap a cylinder. To fill a 9kg from empty is normally $35. They charged her $39 to swap. It might only be $4 but how many others did they sting as well? I have taken the time to phone as many other locals to pass on to their friends that this business seeks to take advantage of them. This is a small town so word travels fast. Buy local - not from these vultures

Ged O.
23 May 2020
Hair Dressing Rip off

My wife went to her hairdressers this week and just as she sat in the chair she was advised there was a covid surcharge as there was more work required than normal. $40 was the surcharge. She is not one to make a scene but will not be going back. She had a conversation with the hairdresser when making the booking the surcharge was never mentioned. Hair looks great though...