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Air New Zealand

Air New Zealand review: Air New Zealand rescheduling our flights by 3 extra nights and the extra costs that we had to cover.

P
Author of the review
8:01 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

This has been an ongoing complaint (October 2022) with a very unfair outcome. Below is the email I sent to Air New Zealand on the 26/01/2023 at their request, after I returned from my travel as advised by ANZ.

Kia ora

We were booked on a flight from Auckland to Rarotonga and unfortunately were impacted by the rescheduling of Air New Zealand flights.

Our flights were booked in February 2022

Booking Reference: 83KTUH

Departure: 8.55am 30/12/2022

Return: 8.00am 09/01/2023

Business Class

Passenger 1:Paula Taui

Passenger 2:Bradley Ryder

The flight reschedule change

Booking Reference: 83KTUH

Departure: 8.50am 28/12/2022

Return: 3.00pm 10/01/2023

The issue is we had booked our accommodation and vehicle hire in Rarotonga in February 2022 for the original duration.

With the rescheduling of flights this changes our accommodation and vehicle hire to extra 3 days.

Cost:

Accommodation: Muri Beach Club Resort - $350.00per night x 3 nights

Vehicle Hire: $60.00 per day x 3 days

Food: 2 meals each per day x 3 days

I have been in contact with Consumer Protection NZ Flights, cancellations and delays | Consumer Protection who have advise me of the customers rights in these situations of who covers the extra costs.

The response from Air New Zealand on 09/05/2023 was:

I sincerely apologize on behalf of Air New Zealand for the inconveniences you faced due to a change of your scheduled flights. However, unfortunately, we won't be able to reimburse you for your incurred costs as we informed you of the changes months in advance of your departure.

I responded on the 08/06/2023 with:

Kia ora

Thank you for your reply I appreciate it – I think my question is then as I had chosen to fly business class what were the other dates that I could fly as I was never provided another alternative other than the dates provided by Air NZ.

Desired outcome: Cover our 3 nights accommodation costs rental and food for the changed travel period.

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