Clients disrupted by the Air New Zealand flight cancellations due to the current fuel shortage are within their rights to ask for a refund, says Consumer NZ—and agents are being urged to ensure they are au fait with consumer law.
“We would expect travel agents to have a good understanding of consumer rights under the Civil Aviation Act and the Montreal Convention, so that they can provide impacted customers with accurate and timely advice in the event of a disruption,” says Consumer NZ communications and campaigns manage Jessica Walker.
NZ is cutting 1100 flights and is offering those disrupted an alternative flight. Consumer NZ says the consolidation of flights was an operational decision, within NZ’s control.
As such, if the rescheduled flight doesn’t work for clients, the consumer body says passengers have rights under the Civil Aviation Act for domestic flights to ask for a refund, and cover of additional expenses such as meals, accommodation and any other costs incurred in getting to their destination.
In total, clients are eligible to claim back the lesser of up to 10 times the cost of the ticket, or the actual cost of delay, says Consumer NZ.
. . . Int’l, In General
Clients flying between two signatory states to the Montreal Convention, such as New Zealand and Australia, have the option to ask for a refund and can claim back any additional costs incurred, up to a limit of around $15,134, it says.
Those departing from an EU airport can opt for a refund and financial help to pay for ‘reasonable, appropriate and necessary’ expenses such as food, drink, accommodation and phone calls.
Compensation is not available for ‘extraordinary circumstances’ or cancellations the client was advised of more than 14 days in advance.
In the US, if an airline cancels your flight for any reason it must offer a refund, however, airlines are not required to give compensation. See more on passenger rights HERE.
