Air New Zealand Cancellation Problems

[OZDUCK]

There was an interesting article in the Travel lift-out in The West Australian newspaper today about the ongoing problems with their B787's - in particular their response to passenger being downgraded. Perth travellers caught up in Air New Zealand cancellation chaos | The West Australian .

I was especially interested in this article as my son was due to return from NZ on Sunday on an Air New Zealand B787 flight that was cancelled about 5 days out. He was travelling in economy on a "The Works" fare - so seat plus food & baggage etc. He has said that they have been incredibly difficult to deal with, including not booking him on the later the same day direct Auckland - Perth flight. But were instead offering all sorts of connecting flights through Sydney or Melbourne. I checked the day his flight was cancelled and there were economy seats for sale on that later flight. (He wasn't asking for any refunds.) After about 4 days arguing he has now got the flight he wanted but is very unhappy with the poor service he got - which also seems to mirror what the people in the article were complaining about.

I think everyone understands that no airline wants these sort of cancellations but it is their recovery efforts that leave a lasting impression. Especially, as this particular problem has been going on for months.

 

[trooper]

Agreed. In my case however I was extremely impressed with NZ's efforts to meet MY particular needs... Was in the US, got the message that a major schedule change had occurred...rang in...was asked to fly on the replacement day flight on the booked day, (original departure 930 pm) with accomodation provided in AKL and first flight to SYD the following day. (On THAT day of the week no late flight to SYD) Problem was I was travelling to target shooting comps and had no Import permit to NZ for my firearms... Agent promised to investigate and call back, and did, promptly. Long story short. After 2 MORE calls (by NZ about attempts to "hold" the restricted baggage) Suggested and was booked on the Day flight the following day - with immediate connection to SYD....AND Agent proactively suggested my Silver UG certificate should.. (wink, wink) be removed form AKL-SYD and applied to that new flight... So... home less than 12 hours later than originally planned...and UG cleared from PE to J. Couldn't fault the attention they gave MY situation.