What do you do when Air New Zealand cancels your flight?
Air travel is an integral part of our lives, connecting us to far-off destinations, friends, and family. But what happens when a flight is cancelled due to unforeseen circumstances? It can be a frustrating, time-consuming, and expensive experience. Airline flight cancellations can result from a range of reasons, including weather conditions, technical problems, security threats, or simply overbooking. Regardless of the cause, the outcome is the same: passengers are left stranded and have to navigate the complex rules and policies surrounding flight cancellations.
While many airlines have different policies in place for cancelled flights, it’s important to understand your rights as a passenger and what options you have. In this article, we will focus on flight cancellations with Air New Zealand.
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General Principles of Flight Cancellations
A flight cancellation occurs when an airline cancels a flight and passengers are unable to travel as planned. This can happen for a variety of reasons, including weather conditions, technical problems, and overbooking.
The first step in dealing with a flight cancellation is to understand key terminology, specifically to understand what an “IRROP” is. IRROP stands for “Irregular Operations,” which refers to any unexpected event that disrupts an airline’s flight schedule, such as a flight cancellation or delay.
When your flight is cancelled, the airline must offer you several options, including rerouting you to your final destination on the next available flight, refunding your ticket, or offering alternative transportation. The specific options available to you will depend on the airline’s policy, as well as the country or region you are flying from.
The rights you are entitled to also depend on the circumstances surrounding the cancellation, the destination of your flight, and the airline’s policy. For example:
- In New Zealand, the Civil Aviation Act requires an airline to reimburse you if a domestic flight is cancelled or delayed for reasons within its control, such as staffing issues. You’re entitled to compensation of up to 10 times the cost of your airfare, or the amount of damage you can prove was caused by the delay – whichever figure is the lowest.
- If your flight was cancelled to or from the European Union, you are protected by EU regulation 261/2004, which requires airlines to provide passengers with certain rights, including food and accommodation if necessary. According to EU Regulation 261/2004, passengers are entitled to a full refund or rerouting on the next available flight if their flight is cancelled, regardless of the reason for the cancellation. Additionally, if the airline does not provide an alternative flight that departs no later than two hours before the originally scheduled departure time and arrives no later than four hours after the originally scheduled arrival time, passengers may be entitled to financial compensation.
Air New Zealand’s Policy
Air New Zealand’s policy on flight cancellations is outlined in its Conditions of Carriage (Section 9). This policy outlines the airline’s responsibility to passengers in the event of a flight cancellation. The policy covers cancellations due to any cause beyond the control of the airline, including but not limited to weather conditions, technical issues, and overbooking. In the event of a cancelled flight, Air New Zealand will make reasonable efforts to accommodate passengers on another flight, subject to availability. If rerouting is not possible, passengers may be eligible for a refund.
One of the key components of Air New Zealand’s policy is the “Disrupt Policy” This policy outlines the steps the airline will take to assist passengers in the event of a flight cancellation. The Disrupt Policy includes
- Disrupt Expenses: Air New Zealand may cover reasonable expenses incurred as a result of a flight disruption, such as meals, refreshments, and accommodation.
- Disrupt Credits: Passengers may be eligible for a travel credit to be used towards a future flight with Air New Zealand.
- Disrupt Refund: In the event of a flight cancellation, passengers may be eligible for a full or partial refund, depending on the circumstances.
- Disrupt Rebooking: Air New Zealand will make reasonable efforts to rebook passengers on the next available flight.
Eligibility For Disrupt Policy
Passengers must be booked on an Air New Zealand Ticket Stock (086) to be eligible for the Disrupt Policy. The ticket must be purchased directly from Air New Zealand or one of its authorized agents.
The policy also applies to flights operated by Air New Zealand, including codeshare flights operated by partner airlines. It’s important to check with Air New Zealand for any specific conditions or restrictions that may apply.
What To Do If Air New Zealand Cancels Your Flight
Passengers can check the status of their flight and rebook online or contact Air New Zealand’s customer service for assistance. Air New Zealand’s customer service can be reached at 0800 737 000 from within New Zealand and +64 9 357 3000 from outside New Zealand.
A list of international numbers can be found here.
If you need to speak to someone about a flight cancellation, there are several numbers to call, including the Air New Zealand Contact Centre. If you have elite status, such as Air New Zealand Gold Elite, there may be separate numbers to call.
Passengers should have their booking reference and personal information ready when contacting Air New Zealand.
Booking Via A Travel Agent
If you booked your flight with Air New Zealand through a travel agent, you should contact the travel agent directly to discuss your options. The travel agent will be able to provide information on Air New Zealand’s policies and procedures for flight cancellations and will be able to assist with rebooking or refund options.
Conclusion
Flight cancellations can be a major inconvenience, but understanding your rights and the airline’s policy can help to minimize the impact. In this article, we have outlined the general principles of flight cancellations and focused on Air New Zealand’s policy, including the Disrupt Policy and what to do if your flight is cancelled. By familiarizing yourself with this information, you will be better equipped to deal with the situation if it arises.
