Hi Everyone,
My sister in law was supposed to be travelling SYD->AKL tonight on Air NZ, but her flight was cancelled for technical reasons. Air NZ couldn't get any seats on any other carrier and have only offered a flight at midday tomorrow. She was only going for the weekend, so this doesn't really work.
She asked for a refund but was refused since "the ticket isn't refundable and she should apply through travel insurance" (which she doesn't have, and my understanding is that insurance wouldn't cover something the airline should pay). They offered to move her return flight back, or move everything by 3 days. None of these options work.
The Conditions of Carriage seem pretty clear to be that she's entitled to a refund. See Article 9 Schedules and cancellation of flights - Air New Zealand - Australia Site and Article10 Refunds - Air New Zealand - Australia Site
She's given up arguing with them, so next step is for me to argue on her behalf (after she calls up and passes to me). Am I reading what seems to be very clear conditions of carriage wrongly? Or is this Air NZ trying to get out of their obligations.
IMHO, a refund is the least they should do. If this was Europe they'd be on the line for much more.
My sister in law was supposed to be travelling SYD->AKL tonight on Air NZ, but her flight was cancelled for technical reasons. Air NZ couldn't get any seats on any other carrier and have only offered a flight at midday tomorrow. She was only going for the weekend, so this doesn't really work.
She asked for a refund but was refused since "the ticket isn't refundable and she should apply through travel insurance" (which she doesn't have, and my understanding is that insurance wouldn't cover something the airline should pay). They offered to move her return flight back, or move everything by 3 days. None of these options work.
The Conditions of Carriage seem pretty clear to be that she's entitled to a refund. See Article 9 Schedules and cancellation of flights - Air New Zealand - Australia Site and Article10 Refunds - Air New Zealand - Australia Site
She's given up arguing with them, so next step is for me to argue on her behalf (after she calls up and passes to me). Am I reading what seems to be very clear conditions of carriage wrongly? Or is this Air NZ trying to get out of their obligations.
IMHO, a refund is the least they should do. If this was Europe they'd be on the line for much more.