Air NZ urged to rethink refunds

WELLINGTON: Consumer New Zealand wants Air New Zealand to be fairer to customers about its travel credit and refund policy.

Since Covid19, the airline has held tens of millions of dollars in credits for bookings; it refunded some travellers, but the vast majority instead held credits.

Consumer New Zealand chief executive Jon Duffy said travellers needed some fairness.

‘‘It needs to expand its existing hardship policy fore refunds to either give everybody who wants a refund — a refund — or at the very least extend those hardship provisions to people who can legitimately . . . [show] that their circumstances have changed.’’

The law did not require airlines to refund customers when events, such as a pandemic, were beyond the control of the carrier.

Mr Duffy said government agencies were reviewing the law, but travellers needed clarity on refund and credits now.

Air New Zealand said it had given tens of thousands of compassionate refunds since July.

It added there was still a lot of uncertainty about borders.

‘‘We’re continuing to assess and evolve our fare flexibility offering and look forward to being able to share further detail on this soon,’’ chief customer and sales officer Leanne Geraghty said.

‘‘Customers who are experiencing changes in circumstances or hardship can still apply for compassionate consideration.’’ — RNZ