Compensation Air New Zealand

[gillc]

Booked Air New Zealand Fiji to Perth via Auckland with a 2 hr transit. Weeks later ANZ emailed asking me to ring as Auckland to Perth leg cancelled & I was rebooked the next day. This meant a stay overnight. On ringing I was not offered but had to ask about accomodation which after a very lengthy call I was promised. Now have hotel but what are they LEGALLY obliged as no payment for meals or compensation for delay. Not good customer service either having to ask. Do have travel insurance but with $250 excess.

 

[serfty]

Welcome to AFF

Have you tried to search f Air NZ have published a reaccommodation policy?

 

[henrus]

Have you tried to search f Air NZ have published a reaccommodation policy?

@gillc With regards to the Perth flights there were a few option you had when they did the rebooking. Now this has been done I don't know if they'll let you change but it's worth a try.

Officially from PER-AKL

- Rebooking on another day + or - 7 days (must be an NZ operated flight)
- Rebooking via MEL/SYD/BNE with NZ operating the Trans Tasman sector and the domestic Australian flight operated by QF or VA (with QF NZ codeshares is must be available in G, S, L, T, W, V, Q or if using VA it must be available in T or V fares).
- Cancellation for a full refund (although they may not allow this as you've also got the Nadi flight).

As for compensation for the delay... expect nothing. I've been 24 hours delayed before and just got an email and a rebooking on a new domestic flight (which at least earned more Airpoints).

Air NZ don't have a published policy regarding overnight accomodation and just seem to make it up as they go...

Had quite a few hiccups and depending on how they feel depends on what you get. Recently they've been offering accomodation (occasionally with breakfast buffet included) and transport to/from the airport (generally a taxi voucher) but other times I've been told no accomodation (even when it's been force by their schedule change).