Air New Zealand is the latest airline to cut back on its schedules in a bid to combat cancelled and delayed flights and long waiting times at airports.
Air NZ said it will reduce the number of seats available on its flights by 1.5% - but its plans caused a warning from the national consumer rights organisation, Consumer NZ.
"Air New Zealand has announced today it will be operating a reduced schedule, meaning flight changes are in the pipeline for many passengers already booked to fly," Consumer NZ said in a statement.
"However, we are concerned Air New Zealand’s announcement omits important information about passengers’ rights."
The airline said: “If your domestic flight has changed and you have not been given a flight on the same day, then you will be able to request a change online under ‘Manage my booking’, opt into credit or request a refund.
"If your international flight has changed and you have not been given a flight on the same day or on a day either side of your original booking, then you will be able to request a change online under ‘Manage my booking’, opt into credit or request a refund.”
Under the Civil Aviation Act, however, if an airline cancels or delays a domestic flight for reasons within its control, passengers are entitled to reimbursement of up to 10 times the cost of the ticket or the actual cost of delay - whichever is lower.
"So, if Air NZ cancels or delays your domestic flight, in addition to getting your flight refunded, you may also be able to claim other expenses, such as meals and accommodation, and any additional costs you incur in getting to your destination." said Consumer NZ.
The airline said: “If your domestic flight has changed and you have not been given a flight on the same day, then you will be able to request a change online under ‘Manage my booking’, opt into credit or request a refund.
"If your international flight has changed and you have not been given a flight on the same day or on a day either side of your original booking, then you will be able to request a change online under ‘Manage my booking’, opt into credit or request a refund.”
Under the Civil Aviation Act, however, if an airline cancels or delays a domestic flight for reasons within its control, passengers are entitled to reimbursement of up to 10 times the cost of the ticket or the actual cost of delay - whichever is lower.
"So, if Air NZ cancels or delays your domestic flight, in addition to getting your flight refunded, you may also be able to claim other expenses, such as meals and accommodation, and any additional costs you incur in getting to your destination." said Consumer NZ.
"Similar rules apply for international flights, but vary depending on where you are, where you’re heading and where the airline is based."
Air NZ said that most customers to be hit by flight changes will be automatically transferred to another flight on the same day for domestic travel, while for international bookings, customers may see departure times move to another day either side of their original date.
“Where customers cannot be accommodated within these time frames, they may change their booking online, opt into credit or request a refund,” the airline said.
Air NZ Chief Executive Officer Greg Foran said the decision to trim volumes would ultimately make its services more reliable as it rebuilds capacity following the pandemic.
“Like many airlines around the world, we’ve been ramping up our operation at a time when Covid and the flu continue to impact the aviation industry,” Foran said.
Foran also suggested Air NZ may lease a crewed wide-body aircraft for the busy summer period.
Consumer NZ is an independent, non-profit organisation dedicated to getting New Zealanders a fairer deal.
Air NZ said that most customers to be hit by flight changes will be automatically transferred to another flight on the same day for domestic travel, while for international bookings, customers may see departure times move to another day either side of their original date.
“Where customers cannot be accommodated within these time frames, they may change their booking online, opt into credit or request a refund,” the airline said.
Air NZ Chief Executive Officer Greg Foran said the decision to trim volumes would ultimately make its services more reliable as it rebuilds capacity following the pandemic.
“Like many airlines around the world, we’ve been ramping up our operation at a time when Covid and the flu continue to impact the aviation industry,” Foran said.
Foran also suggested Air NZ may lease a crewed wide-body aircraft for the busy summer period.
Consumer NZ is an independent, non-profit organisation dedicated to getting New Zealanders a fairer deal.
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