Air NZ pulls refund U-turn

Flight rules in the US entitle passengers travelling to or from the States to a refund if their flight is cancelled. However, Air New Zealand was telling customers transiting through the US on their way to the UK they could only get a credit.

In our view, that advice misled consumers about their rights.

Information provided to us by the US Department of Transportation said all passengers should be refunded, including those travelling via a US airport to another destination.

After we announced we’d lodged a complaint with the Commerce Commission, asking it to investigate Air New Zealand’s claims, the airline changed its stance.

The airline’s backdown means affected customers can now claim a refund.

If you were booked on an Air New Zealand flight to the US that was cancelled, contact the airline or your travel agent and request your money back.