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In four weeks, the Beverland family should have been enjoying a Hawaiian sunset. Now you will enjoy the view from your living room.
But not only have their flights been canceled, they also can’t get their $ 7,600 back.
“I asked for [for a refund] when I called the helpline and they said ‘no, we are not making refunds, we are only making credits,’ “says Marcelle Beverland.
Air New Zealand has been issuing credit to customers for any flight canceled due to COVID-19, but some are entitled to a refund and do not receive one.
Consumer NZ says that while the airline is not legally obligated to issue refunds to everyone, they are obligated to those who book flights to and from the US. USA
“Because their flight is to Hawaii, they would be covered by US flight rules, so their airline should offer them a refund,” says Jessica Wilson, head of research at Consumer NZ.
In a statement released Sunday, Air New Zealand acknowledged that while all customers affected by a canceled flight are offered credit, those traveling on flights within and outside the United States are entitled to a full refund.
And another problem that affects customers is the value of their credit with the concern that future price increases may not cover the cost of another flight.
“Would he have to pay an additional $ 1,100 per person on top of that and his answer was ‘yes, that would be a possibility,'” says Beverland.
But there has been some good news for travelers. Flight Center has announced that it will waive the 15,000 cancellation fees of $ 350 per customer.
One of those clients was Stuart Douce, who he says is a relief.
“They need to stand up when they feel like they are being scammed or when something is not right,” he says.
As for the Beverlands, they say that given the economic uncertainty of having their money it would reassure them.
“It would have been nice to get our money back now when we need it,” says Beverland.
Because what may have been the last family trip before the children left the nest, was suspended indefinitely.
