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Air New Zealand says it is working to speed up refunds after telling a woman whose father died that she would have to wait five weeks for a refund. “I was shocked to learn it would take five weeks to get the money back. That’s a long time for reversing a credit card payment ,” she said.

Air NZ eventually sped the process up for the woman, but in doing so sent an email referencing her father’s name and saying: “We’re sorry your plans have changed and we won’t be seeing you”. Her father died earlier this month and was due to fly to Perth later this year. “My father was due to travel in September - you’d think it’s pretty cut and dried that if someone is dead they’re not going to be able to travel.



” Air New Zealand general manager of customer care Alisha Armstrong said the airline understood that quick reimbursement of a refund request was “incredibly important” for our customers and staff worked hard to process refunds as fast as they could. When she contacted Air NZ, the woman explained her father had died and was told it was continuing to receive a high number of refund applications. “Our team will review your request and get back to you as soon as possible.

Please note our current wait time for a new refund application is five weeks, which may vary depending on the nature of the refund,” she was told by email. After the Herald contacted Air NZ she received an email the following day which said the refund would be processed within 15 working .

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