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Air New Zealand

Air New Zealand review: On-line service in changing a flight with no remorse as to my stress

G
Author of the review
12:42 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
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This review was chosen algorithmically as the most valued customer feedback.

On Saturday the 26th of August, I got news that my terminally ill Brother in Rangiora had taken a turn for the worse.

I had originally booked my flights to Christchurch for the 12th of Sept, returning 14th Sept. These were flexi-fares, booking number K8L2QH.

I needed to change these to an earlier date, so went on-line to change to 31st of August. I managed to do the first flight change, Wellington to Christchurch, but due to my anxiety and haste, the return flight which I required for the same day, remained on the 14th of Sept. At this point I had already paid for the changes.

The only way to fix it was to Ring the service desk> I explained my predicament, but was told that due to my error, it would now cost a further $180 to correct it, which has been paid.

Surely there is some understanding in these circumstances of stress!

We have been loyal customers to Air NZ for many years, (recently booking a trip to Australia for next year).

However, in this instance I can only say that the service received has been without any due understanding of my stressful circumstances.

Kind Regards

Geoff Campbell

Airpoints Number 241011

Desired outcome: Some form of re-imbursement

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