Call for airlines to be upfront about rights

WELLINGTON: Consumer NZ is campaigning for New Zealand airlines to be upfront about passengers’ rights.

This comes after the company received a substantial number of complaints from confused and concerned passengers who have had to fight to get the reimbursement they are entitled to.

A petition has also been launched demanding airlines clearly communicate passengers’ rights when flights are disrupted.

They said they have received hundreds of complaints regarding flight delays and cancellations since 2020.

Consumer NZ said it was working with Air New Zealand and Jetstar to address further concerns.

Chief executive Jon Duffy said it was time the airlines lifted their game in helping passengers to understand their rights.

‘‘At present, the airlines are providing very limited information to passengers about their rights when a flight is cancelled or delayed.’’

Passengers’ rights are protected under the Civil Aviation Act (CAA), which states customers are entitled to compensation if a flight is disrupted for reasons within an airline’s control.

This includes things such as overbooking, staffing and operational or mechanical problems.

Although changes to the CAA, which have the potential to improve disclosure and aid consumers in understanding their rights, are in the pipeline, Consumer NZ said things would not change quickly.

‘‘Part of the issue is airlines aren’t always upfront about why a flight is disrupted, which makes it difficult to figure out what you’re entitled to,’’ it said.

‘‘As a result, passengers are being left out of pocket and airlines are getting away with shirking their obligations under the law.’’

Air New Zealand said it would be giving people more information. — RNZ