NZ booking changed by Krisflyer

[haydensydney]

Hi Everyone

Thought i'd seek your opinions on this situation and see if anyone else has had this happen:

1. A while ago I booked a 35k *A J redemption from SYD-AKL-NPR-AKL-SYD
2. A short time before travel, our plans changed as I had to go to ZQN so I put forward the return NPR-AKL-SYD legs to a random date in September
(We did this because I couldn't cancel the return legs and get a points refund, so it was 'rebook at a later date' or lose the flights altogether)
3. Fastforward six months and we receive a email from Kris saying that due to a change with Air NZ, I have new flight details
4. New flights are economy all the way back to Sydney, instead of J on a NZ 763 on the AKL-SYD leg

What are my options?

It would be awesome if I could complain and try get a refund of the points for that return leg?
Or - can I try to get them to rebook so I can actually get a J flight?
Or.... am I s... out of luck and I just need to accept the Y flights?

 

[serfty]

...
It would be awesome if I could complain and try get a refund of the points for that return leg?
...

1 - 'Twould be awsome, no reason not to give it a go.

...
Or - can I try to get them to rebook so I can actually get a J flight?
...

2 - Should not be too hard given they have changed the booking - you'll need to show some 'flexibility' to find that 767/777 (of course, you'll have plenty).

...
Or.... am I s... out of luck and I just need to accept the Y flights?

3 - no, see 2.

 

[haydensydney]

Thanks serfty.

I might speak with SQ and see what they can do. Ideally, a refund of the points would be ideal. I will report back with an update.

 

[penegal]

I assume you ended up on a 320 back to SYD?


Agree with serfty. It may be easier to rebook onto an aircraft that has J, however try for a refund if scheduling is an issue.

 

[haydensydney]

UPDATE

Krisflyer said that they cannot refund the 17,500 points or change to another flight. They have however offered 5,000 compensation KF points for our trouble. Therefore we still have a useless NPR-AKL-SYD flight.

My partner had these discussions with KF hence why I am unsure if this was the best outcome (he is AV-geek illiterate lol). Also, the points we are out of pocket is 12,000 so hardly a massive amount.

I still think it is unfair that my booked J flight has been downgraded yet I have no option other than to just grin and bare it. What would you do?

 

[albatross710]

I still think it is unfair that my booked J flight has been downgraded yet I have no option other than to just grin and bare it. What would you do?

Thanks for the update. It doesn't seem equitable.

I recall the T&Cs do limit changes and refunds after travel has commenced. I guess SQ doesn't want to set a precedent. They probably get similar requests everyday where a partner airline aircraft change makes an existing booking unattractive.

I don't have exact experience but I'd call on general call centre negotiation....if an agent can offer 5,000 miles compensation, then the next level can offer 10,000.

 

[haydensydney]

Seems all too difficult to argue the point with someone in Singapore... but still - pisses me off!