AirNZ Credit for COVID19 cancelled flight - where is it?

RailFlyer

Intern
Joined
Jul 26, 2008
Posts
87
I had an AirNZ return flight to LHR (via LAX) booked for the end of April. A few weeks ago I got an email from AirNZ saying I could cancel and get a credit/voucher in return. I followed the link in the email to their website and clicked the button for "Cancel + Voucher" (or something like that). The flight has disappeared from my bookings, but there is no sign on my AirNZ account of any credit or voucher and I didn't receive any email from AirNZ confirm the change.

Has anybody else tried this? Has a credit shown up on your account?

I haven't tried to contact AirNZ about it yet as I guess they are pretty busy and I don't have a use for the voucher at the moment! Just don't want to forget about this $2400 of value I'm owed.

PS: Flight was booked with airpoint dollars, I wonder if they will return points plus voucher for taxes or just $ voucher for full amount? Hopefully the later as you can't use airpoint dollars for non-reward flights on other airlines and AirNZ will no longer fly their own metal all the way to London.
 
Solution
I have a booking for PE flights (bne-lax) on 19/4. Obviously these aren't happening. I have received my Gold RU's back into my airpoints account and also received an email cancelling the one up bids for Bne- Akl sectors. However I have not received an email advising of the cancellation and the whole booking has disappeared from my account and is unable to be accessed via the App or desktop website. I did call Air NZ the other day and got through quite quickly. The customer service rep advised that my airpoints number "had dropped off the booking" and was reactivating it and should subsequently show back up on the app etc. That was 4 days ago and nothing has altered thus far and no further correspondence has been received. I should...
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mole

Member
Joined
Jul 24, 2008
Posts
108
I have a booking for PE flights (bne-lax) on 19/4. Obviously these aren't happening. I have received my Gold RU's back into my airpoints account and also received an email cancelling the one up bids for Bne- Akl sectors. However I have not received an email advising of the cancellation and the whole booking has disappeared from my account and is unable to be accessed via the App or desktop website. I did call Air NZ the other day and got through quite quickly. The customer service rep advised that my airpoints number "had dropped off the booking" and was reactivating it and should subsequently show back up on the app etc. That was 4 days ago and nothing has altered thus far and no further correspondence has been received. I should add I have heard nothing about the credit for the $4,800 ticket price paid.
 
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Solution

blackcat20

Enthusiast
Joined
Jan 7, 2011
Posts
12,427
Does your credit show on your AirNZ account on their website?
The flight wasnt for me so I can't check sorry. But if I go to Manage booking and type in the PNR I get this:
We are holding your booking in credit and are working on functionality to enable you to rebook online. If you urgently need to use your credit please call us.
 

fn0

Junior Member
Joined
Apr 4, 2013
Posts
21
I am not losing any airpoints, just 50% of the ticket price. In August 2019 we purchased two seats on a flight from Australia to Canada for late May 2020. Air New Zealand emailed me yesterday (2020-04-06) to tell us that our booking was cancelled and that we will automatically be given a credit valid for 12 months from when it's issued. As there's no way we could use such a credit, we today requested a refund instead. Air NZ will be refunding the money less A$1000 cancellation fees. Per the booking conditions for the grade of ticket, we do understand the $1000 penalty would apply if we had cancelled the booking ourselves. But since we didn't cancel, and Air NZ did without offering alternative flights, I noted that common law and the Australian Consumer Commission guidelines say we should get a full refund. In spite of this, Air NZ insists they will take A$1000 off the refund. Any ideas on how to pursue the rest of the money?
 

fn0

Junior Member
Joined
Apr 4, 2013
Posts
21
Update: I pursued a chargeback through the credit card used to pay for the tickets, and after first refusal from the credit card company, resubmitted, and lo and behold there's an approx $1000 credit appearing on my credit card account as of 21 May. Just hope it sticks and isn't refused by ANZ.
 

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