5 Feb 2021

Air NZ urged to clarify refund /credit policy

From Nine To Noon, 9:08 am on 5 February 2021
Air New Zealand airplanes wait for passengers outside the international terminal as a plane taxis (L) at Wellington International airport on February 20, 2020.

Photo: AFP

As international travel continues to look like a distant prospect, Consumer New Zealand is calling for Air New Zealand to be clear with customers about its travel credit and refund policy. Since covid hit, the airline has held tens of million of dollars in credits for 2020 bookings.

Air New Zealand gave refunds to some travellers, but the vast majority were unable to get paid out, instead holding a credit able to be redeemed for domestic travel. It is currently reviewing this. Consumer New Zealand's Chief Executive Jon Duffy says travellers need clarity on the refund and credit policy now.