Escalating a complaint with Air NZ

[Wandering Naz]

I was recently in New Zealand and during my stay received a text message from Air New Zealand which said, clearly referring to my domestic NZ flight, "If you're up for a change, we're also offering booking flexibility, to allow you to move to another flight of the same route over the next few days, at no extra cost." I then went to change my domestic NZ flight but the online portal wanted me to pay an excessive NZ$297. After trying several times and getting the same amount, I rang customer service and went through the process again. They then tried to charge me NZ$360, I repeatedly stressed that I had received a text message advising this would be free, and that was what I wanted. They went down to NZ$340 and then finally NZ$306, which I paid. I then logged a complaint, uploaded the text messages and gave my number so they could review the call, and was advised via email that this offer of free wasn't going to be honoured.
"I understand that the text message you received offered the opportunity to make changes free of charge. However, it's important to clarify that this offer does not instruct you to change your booking, as your flight was operational at that time. Additionally, our representative clarified to you that any changes would be voluntary.

Considering the information provided above, I regret to inform you once again that no refunds or compensation will be issued. I am confident that we have fulfilled our responsibility to provide accurate information regarding the nature of your changes and when our free of charge changes policy is applicable."

There were no additional constraints or conditions on the offer of "no extra cost" contained within the text message. This is therefore misleading. Where do I lodge my claim of NZ$304 - is it Disputes Tribunal | Disputes Tribunal of New Zealand ? Does it take complaints from Australians resident in Australia?

 

[AustraliaPoochie]

Welcome on board AFF Airlines.
As for escalation, I dont know.
Supposedly AirNZ are not very deep into this, if you have at trustpilot and other places that reviews airlines, AirNZ does not get a high rating, ...
Food on board etc is ok, service on board can be ok, can be hit and miss, (((I had a very wonky tray table and the crew couldn't solve it, I mean, this was AKL - MEL in premY))), the crew could see the table was very shak(e)y, but they couldnt do anything about it.
I didnt escalate it, but reading their customer reviews, some say their esclation of problem solving is very poor.
Best of luck.

 

[Wandering Naz]

Welcome on board AFF Airlines.
As for escalation, I dont know.
Supposedly AirNZ are not very deep into this, if you have at trustpilot and other places that reviews airlines, AirNZ does not get a high rating, ...
Food on board etc is ok, service on board can be ok, can be hit and miss, (((I had a very wonky tray table and the crew couldn't solve it, I mean, this was AKL - MEL in premY))), the crew could see the table was very shak(e)y, but they couldnt do anything about it.
I didnt escalate it, but reading their customer reviews, some say their esclation of problem solving is very poor.
Best of luck.

I find staff and service on board Air NZ generally good, lounges comfy enough, and frankly given the experience of their pilots reliably flying in and out of 'Windy Wellington' they are one of my preferred carriers for dodgy weather stricken airports! Not to forget their safety videos are always a must see.

But this offer of a free booking change has had me thinking never to use them again.

While they promptly looked at the complaint I lodged, they have rejected it without apology or admission that it was an error or... So it looks like my only recourse is to take it to the consumer tribunal. Which I think I should do as they shouldn't send messages like that!

 

[Mwenenzi]

How long between the text message and you trying to change the flight online and by phone?

A change fee and the $ difference between the flight you purchased and another flight are not the same thing.
For a NZ domestic flight NZ$304 is a big change in cost.

My view is Air NZ will pay you nothing and as you voluntary paid $ for a flight change any disputes tribunal would not rule in your favour.
In NZ so called consumer laws (and purchase t&c's) are heavily slanted towards suppliers-vendors.

 

[encryptededdy]

Obviously not good that they didn't honour the SMS, but I can't imagine you actually suffered any loss as a result of this. You chose to pay for the flight change, it's not like you thought it was going to be free and they charged you out of the blue.

 

[fly2earth]

It seems as though you are being cheap and New Zealand is also trying to be cheap. Logic dictates that they are cheapest since they have won the game (in this round). Update us for the outcome of round 2

 

[Ecco]

Have you tried ringing Consumer Nz - it’s like Choice in Australia.