Consumer NZ today lodged a Fair Trading Act complaint with the Commerce Commission (PDF 183KB) about Air New Zealand. The complaint calls on the commission to investigate Air New Zealand's refusal to provide refunds on all cancelled US flights.
Consumer NZ chief executive Jon Duffy said flight rules in the US entitled passengers travelling to or from the States to a refund if their flight was cancelled. However, Air New Zealand was advising customers on some US flights they could only get a credit.
"We've had a steady stream of complaints from consumers who we consider have been given misleading information by Air New Zealand about their refund rights."
Under US regulations, passengers on flights to or from the United States, including transiting passengers, are entitled to refunds where flights are cancelled, regardless of the reason.
Mr Duffy said the US Department of Transportation confirmed to Consumer NZ that passengers have a right to a refund even when they are transiting through the US on their way to another destination.