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Air New Zealand [Diverted to MEL, Self paid to SYD - reimbursement?]

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gungadin6

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Just recently (7 December 2014) I have had problems with Air New Zealand

I was a business class passenger on a flight from Auckland to Sydney that was diverted to Melbourne landing around 6.30pm

Following the instructions given by Air NZ staff and I cleared immigration and customs and went to a designated desk in the terminal.
It was virtually impossible to get anywhere near the desk, I did not see anyone communicate with customers, let alone take ownership of what was happening.

After over 45 minutes of waiting and not even a communication I ended up ringing Virgin Australia and with their help and my credit card I was able to get on a flight to Sydney that evening.

I have finally been able to contact someone at Air NZ and seek explanations about what had happened and ask for compensation. I received the Air New Zealand customer service rhetoric - thank you for bringing it to our attention, our managing director has taken a personal interest in this matter, we will look into it and use the learning to improve.

Air NZ confirmed to me their policy on this matter - they do not compensate people who organise their own flights after a diversion to another airport and I should contact my travel insurer and make a claim against my travel insurance. To add insult to injury Air NZ emailed me a letter confirming the diversion to Melbourne.

My understanding is - had I stayed in the crowd at Melbourne I would have been put up in a hotel and taken a flight to Sydney the next day at Air New Zealand's cost. I would have also been in a lot of trouble with my employer!

If I do make a claim against my travel insurer I risk having a claims experience problem with a travel insurer which will mean higher premiums going forwards and there is no guarantee they will payout against the claim. Air New Zealand also assume I have travel insurance but neglect to note most travel insurance has an excess which has to be paid by the insured. I do not believe this is a win win solution to the problem. This is a we win you lose solution!

Frankly I am insulted by the response.

Has Air New Zealand lost its way?
 

lovestotravel

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Re: Air New Zealand

So you got sick of waiting at the desk, and took it upon yourself to book other flights

That's your own problem
 

markis10

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Re: Air New Zealand

If someone told you to make your own arrangements fair enough, but as you went off on your own rather than hang with the crowd you are on your own.
 

gungadin6

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Re: Air New Zealand

No worried, as absolutely no communication, chaos, no visibility of anyone taking charge and curfew in Sydney, tell me what you would do
 

Mattg

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Re: Air New Zealand

Agree that it's not a great situation to have been in, but as others have said you didn't follow the instructions NZ gave you in the first place. They have clearly outlined their policy and you are not entitled to compensation. Travel insurance should cover your Virgin flight, if you have it.

For the record, I don't think making a travel insurance claim will increase your premiums.
 

gungadin6

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Re: Air New Zealand

Thanks but I did follow the instructions exactly. But when you are faced with no communication, no staff, no organisation what should you do? Perhaps I should have done nothing and kept my fingers and toes crossed that somewhere in the near future Air New Zealand would do something but what I observed was a debacle. By the way the policy matter only came up in the response from Air New Zealand this week
 

lovestotravel

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Re: Air New Zealand

No communication ? No staff ?

So the desk had no staff behind it ?
 

docjames

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Re: Air New Zealand

At this juncture, you're unlikely to get the overwhelming positive response you seek (either from NZ or AFF), but you would have been better rebooking via NZ on the phone if not prepared to wait in line.

And yes, NZ is correct you should pursue the expense with your travel insurance.
 

gungadin6

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Re: Air New Zealand

you have hit on an issue - there was no line, there was a melee and chaos
not a question of waiting it was a question of cutomer service, no communication, no organisation
 

gungadin6

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Re: Air New Zealand

definitely no communication
there may have been staff behind the desk but where i was located you could not see anyone or anything other than passengers
 

gungadin6

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Re: Air New Zealand

thanks for your advice
I did try the NZ contact phone line but it was constantly engaged
Virgin on my behalf also tried but were unable too get through
 

lovestotravel

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Re: Air New Zealand

definitely no communication
there may have been staff behind the desk but where i was located you could not see anyone or anything other than passengers

Right.........................

So you couldn't see staff.................. or walk around the line of people to check if staff were behind the counter

Communication - Well you didn't wait to speak to anyone

This sounds like a very cool story bro
 

gungadin6

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Re: Air New Zealand

Thanks did try to walk around and get to desk but with wall to wall people and no lines or organisation well other than trying to push people out of way which I donot do...tell me the options
I did wait to speak to a person waiting over 45 minutes with no one even coming out to talk to the passenger thats not a "cool" story
 
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RooFlyer

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Re: Air New Zealand

I'm afraid in spite of the fact that ANZ made it as difficult as possible for one to communicate with them, it appears you cannot claim via their 'policy'.

That need not be the end of it, if you are determined. When businesses tell me they have 'policies' that leave me out of pocket, my response is 'MY policy is not to accept YOUR policy and I'm more interested in my rights as a consumer'.

Suss it out from that angle. You might not get anywhere, but don't let a "go away" from them suffice.

Just ignore the baiters here. Not interested in helping.
 

eastwest101

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Re: Air New Zealand

Just a couple of further questions gungadin6 - were you flying to work? If yes - are these flights out of your own pocket or paid for by employer? I am assuming that they were out of your own pocket. Also assuming the fact that you had to be at work was the main reason for rebooking yourself at your own expense on a VA flight to Sydney?

Is the travel insurance an annual travel insurance policy? Or a "one off" policy booked yourself or through Air New Zealand? Or possibly a complimentary insurance that comes with some credit cards. As others have said - attempting to make an insurance claim should not affect future travel insurance policies but as well as the letter from Air New Zealand I am sure that an insurer will want a pretty good reason to explain the rebooking to get to Sydney that evening, perhaps your employer may assist in this. Lets us know how you go.
 

Spongbob

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Re: Air New Zealand

Umm, I cannot see the problem. OK, there was an unexpected issue with the flight. NZ had procedures to accommodate pax even though it might take some time. If a pax decided not to use those procedures and independently opted for alternative arrangements why should NZ compensate the pax?

In the last year I have had 3 flights on QF from MEL cancelled and had to stay overnight for the next flight. These were chaotic and required about 3-4 hrs on each occasion (line for the desk and travel to the hotel).

Why not first consider a travel insurance claim?
 

gungadin6

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Re: Air New Zealand

Sincerely, many thanks for your very wise advice


I'm afraid in spite of the fact that ANZ made it as difficult as possible for one to communicate with them, it appears you cannot claim via their 'policy'.

That need not be the end of it, if you are determined. When businesses tell me they have 'policies' that leave me out of pocket, my response is 'MY policy is not to accept YOUR policy and I'm more interested in my rights as a consumer'.

Suss it out from that angle. You might not get anywhere, but don't let a "go away" from them suffice.

Just ignore the baiters here. Not interested in helping.
 

gungadin6

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Re: Air New Zealand

many thanks for your comments.
this was trip i paid for personally to see someone who was ill in NZ
the points you are raise are important ones and I will clarify them in my next discussion with AirNZ
 

lovestotravel

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Re: Air New Zealand

I'm afraid in spite of the fact that ANZ made it as difficult as possible for one to communicate with them, it appears you cannot claim via their 'policy'.

That need not be the end of it, if you are determined. When businesses tell me they have 'policies' that leave me out of pocket, my response is 'MY policy is not to accept YOUR policy and I'm more interested in my rights as a consumer'.

Suss it out from that angle. You might not get anywhere, but don't let a "go away" from them suffice.

Just ignore the baiters here. Not interested in helping.

That's all a very cool story as well, but if you don't want to wait for what the airline has to offer, be prepared to pay for it and get over it

Attempt a claim from travel insurance, and that's it
 
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