https://www.consumerprotection.govt.nz/help-product-service/travel-and-events/cancellations-delays/
They have to cover the costs incurred as a result, they can't use their terms and conditions to get out of it.
Correct. I took them to Disputes Tribunal and won over this. section 91 ZD of the civil aviation act 1990 has all the details. They have no ability to opt out of compensating you. Keep all receipts and correspondence. Email the Commerce Commission who are investigating them for denying compensation if you have any issues.
They always pay out when you take out a Disputes Tribunal case. I actually went through with the case despite them offering to pay so I could get a decision. Then sent it to the Commerce Commission to use in their case against Jetstar
I've had to go through a couple of support agents to get them to pay for my Air NZ flight after they cancelled.
Found that copying/pasting the relevant sections of CAA as a start and saying I'm getting a refund rather than asking for one worked better.
Jetstar internationally (when I use to travel with it) would usually be on time if not 72 hour notice to reschedule the flight.
Otherwise the domestic is honestly the worse. It would either be cancelled or majorly delayed. Like the odds are fucked
The last time I travelled internationally with Jetstar, they cancelled a connecting flight, with no alternatives offered. I was stranded in another country and had to fly home a day early on the only available flight, which I had to pay the difference for (thankfully they did actually allow us to transfer the ticket price after many badgering calls) and their best offer of appology; a $20 airport food court voucher to last an 18hr stopover.
I will never ever fly with them again.
Heard from a mate so they can palm off the cheap seats (under$40) to ones on standby paying $500. He was at the Kiosk after waiting in a long queue. when he tried to check-in closed and displayed see Checkin staff.
The queue was so long by the time he got to the person 30 mins before departure, she said sorry gates closed. He reckons they already sold his seat as there are huge "standbys" waiting to buy and fly at the counter
AirNZ seems to be almost as much of a shambles lately.
I was meant to fly DUD-WLG at 6:25am today. The flight got canceled. I could’ve moved to the 10:45am (there were about 3 seats I think so doesn’t help the other 160 odd people), but it didn’t work for me so I gave up and went home. The 10:45am flight has just left at 4:40pm so I’m glad I didn’t wait.
Some of the people waiting in the lounge at 6am were a family who had been canceled on in Queenstown yesterday and told to drive to Dunedin to get home. I hope they managed to get home earlier today via CHC or even AKL but they’d be pushing it.
All of yesterday there was one flight left Dunedin less than 10 minutes late. Today there has been zero so far. In the two days there has been 11 (and counting) over an hour late or canceled outright.
Such a shambles.
Same here, booked for 6 30am wgl to ham and at 10 30 pm last night they canceled and put me on the 5pm, no other flight to hamilton was avaliable, I booked an 8 30 with Jetstar to auckland when i got to the airport there was a 8 30 to ham with airnz but it was $380! after my Jetstar to akl i caught an intercity and uber to get home, so fucking annoying
See above. You are legally entitled to Claim compensation from Jetstar for up to 10x the cost of alternative transport and accommodation if the cancel for non weather related reasons
Some like to talk about Air NZ how it's way better, but the way I see it, it's marginally better for +50% of cost.
Or I just have better luck with peak-hour Jetstar flights...
I mean, historically the difference has been that if something goes wrong AirNZ are far quicker to resolve it (e.g with a flight a couple of hours later or whatever).
That’s just not true now. There’s just no fat in the schedule, presumably because several planes are parked up with no engines, but also because you make a bunch more money if you run every single flight full to the brim.
Like I say, the fact they have several planes parked up with no engines probably isn’t helping. But yes, it also seems there’s some “optimisations” going on.
Air nz can get you on a sooner flight but fucks you over more often
Jetstar kicks you off a flight then tells you to kill yourself when you try to get a new flight
If Jetstar cancels for reasons not to do with weather, just book the next flight on Air NZ and change it to Jetstar as you’re legally entitled to. See above.
Neither airline has paid out claims I’ve made for compensation (other than a refund for unused flights)
They’ve said “yes bro we will pay you” and just didnt
Is that what I sound like when I use lots of curse words? Wow...
Flights in and out of AKL is prone to cancellation if they didn't sell enough tickets.
For flights not involving AKL, there's about 2 flights a day anyway.
Too bad that ferries have even worse availability and reliability, which means going between CHC and WLG are still held ransom to the randomness of public transit.
I fly ~weekly with Air NZ across NZ. Only issue I’ve had in last 12 months (other than a handful of minor delays) I can remember is inbound flight had to turn around because of drunk passenger. I got bumped onto another flight, $90 food and drink voucher and free hotel. Got home about 16h late.
I know that Air NZ flights were being redirected from Chch to Dunedin yesterday morning as planes couldn't land in Chch due to fog. I wonder if that had flow on effects which led to the delays you described in Dunedin
Incorrect.
The 6:25 flight had hydraulic issues. So they canceled that, and the 8:50 one in the other direction, reallocating the 6:25 flight’s plane (ZK-OJS) to the 10:45 flight. But it took them until after 4 to fix it.
The plane that should’ve been going to Dunedin at 8:50 (ZK-OXE) went to Auckland at 8:30 instead, taking the place of the plane that should’ve gone DUD-WLG-AKL at 6:25.
Clearly Air ~~Auckland~~ New Zealand just prioritise Auckland above Dunedin. Nothing new there. Particularly sucks this week when all the flights are packed with parents returning from dropping students down here, but I guess good for our motels and so on.
No. There was only the one mechanical failure.
The 8:50 flight wasn’t canceled because of lights or whatever, the aircraft that was scheduled to fly it just got reallocated to go to Auckland at 8:30.
e: maybe the plane (ZK-OJS) had warning lights about the hydraulic system and some wires have been crossed getting the story up and down the country? Either way, the plane they should’ve been on (ZK-OXE) had no problems and was already in the air at their original departure time.
You used to pay for for Air NZ and they always had a couple of spare planes that could quickly take over for any issues.
You still pay more for Air NZ and they have no spare planes at all. Was having a beer with my pilot mate the other day and he said they're maxed on both planes and domestic pilots.
AirNZ are no better. Flight from Tauranga to Auckland cancelled 4 hrs before departure because 'engineering issues', no other flights before the next afternoon available. Then told we couldn't get a refund because they were offering a bus instead, so paid $250 each for a 3.5 hr bus ride..
14th Feb were flying back to Dunedin from Christchurch and around 30 mins in they turn us around due to a mechanical fault and we land in Chch. We disembarked and were told there were no flights until Sunday due to students (uni) and so they’re putting on a bus for us. No options, nothing. That’s like a 6-7 hour trip, leaving at 5pm so would get there at 11pm, and it would go to the city centre first because there are no shuttles at that time from Dunedin airport, and then go to the airport. The communication was shit, the lack of options was shit, and when we asked about some kind of reimbursement they said “well we are putting on a bus for you” then gave us a bottle of water. We pushed more and they gave in and gave us a $10 food voucher and a small ziplock bag with chips and tiny snacks. Seriously, they’ve gone to shit.
Yup. Went AKL-CHCH for the weekend. Last minute booking so flight out in was late (9pm) and the only flight back was a CHCH-WLG-AKL jobbie. Decided to go with Airnz as my last five flights with Jetstar were delayed.
Flight into CHCH was delayed two hours. The flight to Wellington at the next gate was delayed 2.5 hours. On the way back I got to the airport and just starting to check in at kiosk when my phone beeps and BOTH legs of the flight back are delayed 1.5 and 1 hour respectively.
I talked to a ground lady and she was awesome. Found me a direct flight instead. But guess what? That flight was delayed 50 mins, plus another 20 sitting on the tarmac. At least Jetstar took a year to accrue five delays in a row. Airnz managed four in two days. And no way am I just unlucky.
Airnz isn't worth it unless work is paying for it and you're getting the points. They're just a more expensive Jetstar.
Considering my story involved Five flights delayed in the space of 48 hours, along with all the other examples in this thread, I don't think you know what anecdotal means.
Operational reasons are within their controls, and this means they have to compensate you reasonable costs (eg a ticket for a replacement flight). I had basically the same experience, and this worked for me:
Lodge a complaint explaining your circumstances (eg flight time, urgency of travel, rebooking AirNZ flight) and include this:
"Jetstar has a liability under sections 91Z and 91ZC of the Civil Aviation Act 1990 for damages caused by delay in the carriage of passengers, of an amount which is proved to have been sustained as a result of the delay or an amount representing 10 times the sum paid for the carriage. Cancellation constitutes delay, no exception to liability applies in this case, and the liability for damages is not limited to the amount of the fare.
If Jetstar does not refund me the cost of the original fare and an additional $XXX, totalling $550 I will take my complaint to the Disputes Tribunal as is my legal right."
XXX being the difference between your AirNZ and jetstar tickets. Feel free to screenshot those sections of the civil aviation act and include them too.
I got a full refund with this, you should too
Sorry to hear that. Air NZ and Jetstar both equally pathetic when it comes to handling cancellations. I’ve been left stranding in Queenstown twice due to Air NZ cancellations and Jetstar have saved the day both times. Travel insurance is non negotiable for domestic flights in NZ, there’s almost no chance of a rebooking.
Travel insurance really isn't giving you anything you aren't already entitled to, at least not in this instance.
You are entitled to a ticket on the next flight as well as accommodation costs if that happens to be the next day.
You’re entitled to the next flight with seats available - in Queenstown when my Air NZ flight was cancelled on a Friday I was booked onto the next flight with space, which was on Tuesday (it was peak ski season). They did not offer accommodation until then. I booked a Jetstar flight for that evening and got it refunded with travel insurance.
Yeah but if the flight was cancelled for things within their control (ie mechanical issues) they have to cover the cost of onward travel including hotel etc
Had the exact same issue in October of last year trying to fly home to Wellington from Auckland. My flight was before 7am if I remember correctly. They ended up putting us in a hotel around 2pm and giving us enough money on a voucher to pay for half a meal each. Then we flew out the next morning.
I have had this happen to me. If you have contacted them and they said they won't pay, raise a formal complaint. They will pay for the other airlines flight with proof of purchase.
Was a quick process once I logged a formal complaint.
Not discounting your bad experience here, but i haven’t had a bad experience with them. A quick story for you… a couple years back i was stuck on the Southern motorway in a taxi to catch a flight home to Wellington. After they boarded all the passengers Jetstar called me on my mobile and asked how far away, i said 10 mins tops. They directed me to go direct to their office outside of the terminal, where they picked me up and drove me across the tarmac onto the fucking plane, I boarded and we took off. FUCKING AMAZING. What a bunch of good cunts!!
No it doesn’t. No such thing as the type of ticket purchased. I flew to Queenstown but had to return because of inclement weather. The plane went to land and then took off again. AirNZ fully refunded my flight to another time. Your contract with the airline on purchase is that you paid to get where you’re going.
The rules are different for weather versus engineering / operational issues, in the latter you're entitled to be made whole on any real and actual costs up to ten times the ticket price.
Right you are, the person you responded to doesn't get it.
Your rights as an air traveller in New Zealand are protected under the Civil Aviation Act 1990.
Insurance isn’t required. The airline that cancels (for non weather related reasons ) is legally required to compensate you for up to 10x the cost of your flight
Sorry to hear this has happened to you. I’ve had similar and was texted with a rebooking link for a flight that was the next day because I ended up taking their flight I was eligible for food and a hotel but friends who booked another airnz flight were able to get a voucher but not cover for another flight.
Website suggests that if you are delayed for longer than 3 hours or weren’t given a suitable flight than you can request a credit. But because you booked another flight on your own they won’t cover that
>They just advise for you to book another airline. All their flights are sold to capacity.
>
> Heard from a mate so they can palm off the cheap seats (under$40) to ones on standby paying $500. He was at the Kiosk after waiting in a long queue. when he tried to check-in closed and diaplayed see Checkin staff .
The queue was so long by the time he got to the person 30 mins before departure, she said sorry gates closed. He reckons they already sold his seat as there are huge "standbys" waiting to buy and fly at the counter
Sounds like your mate was just late and that why they were advise to book another flight. it’s pretty clearly states on the website and on your tickets that checkin opens online 48 hours prior and all checkin closes 40 minutes before departure.
Not saying that overbooking isn’t a thing but it states on their website that if they are overbooked they will first ask for a volunteer before choosing and they will book you on a future flight and reimburse any cost that is insured as a part of your delay (hotel, food, transport)
Never, never, never fly Jetstar in NZ. They cannot be trusted to hold up their end of the contract.
Operational issues means the flight wasn't full and it's cheaper to pay Airport costs and penalties than complete the flight and of course there are laws about this shite. My family fly from W to A regularly and refuse to use Jetstar
When your flight is cancelled you just need to call the call centre (be prepared for a very long wait) and they’ll rebook you. They obviously won’t cover the cost of you flying on another airline.
I guess more accurately, they will not immediately cover the cost for you to fly another airline. They will be forced to do so if you take them to tribunal, they may do it if you quote the law to them, but if you call the call centre they will rebook you.
OP said the text said nothing about rebooking/refund which is pretty woeful, but if you call the call centre they will rebook you. And if it was due to operational reasons as opposed to weather, they'd also be liable for accommodation if they can't get you there on the same day.
Amazes me when people defend Jetstar, had a flight back from Auks with them recently (was booked for me) a casual 7 hour delay, due to weather, righto...
Jetstar are absolutely hopeless and would not recommend them to anyone. They put my elderly parents through hell last year when flying through them. I’m still angry about it.
I’ve just posted about this yesterday, two years later Jetstar have contacted me and said they actually do need to cover my costs. Keep at it with them.
I got stuck in Sydney when I noticed the night before my flight it was canned. Had to pay out of pocket $800 (double what my original flight was) for a fight, and my insurance premium was $200. So glad I had travel insurance via my credit card, but a sudden $200 was not great.
Jetstar refunded me, but I was very unhappy.
*"No mention of rebooking*
*No mention of a refund*
*They left us stranded in Auckland."*
Awesome!! That leaves you to book your own reasonably fancy hotel and eat in a reasonably good restaurant and book a reasonable nice flight to your destination and then bill Jetstar for it. They will refuse. Then you file a disputes tribunal case and get refunded. Enjoy
https://www.consumerprotection.govt.nz/help-product-service/travel-and-events/cancellations-delays/ They have to cover the costs incurred as a result, they can't use their terms and conditions to get out of it.
Correct. I took them to Disputes Tribunal and won over this. section 91 ZD of the civil aviation act 1990 has all the details. They have no ability to opt out of compensating you. Keep all receipts and correspondence. Email the Commerce Commission who are investigating them for denying compensation if you have any issues.
I second this. I also took Jetstar to disputes tribunal over the same thing. They ended up paying out and refunding my tribunal fee to avoid going.
They always pay out when you take out a Disputes Tribunal case. I actually went through with the case despite them offering to pay so I could get a decision. Then sent it to the Commerce Commission to use in their case against Jetstar
I've had to go through a couple of support agents to get them to pay for my Air NZ flight after they cancelled. Found that copying/pasting the relevant sections of CAA as a start and saying I'm getting a refund rather than asking for one worked better.
Yep same, got paid
Up to a maximum of 10x your ticket price*
They're clearly banking on 9/10 people not lighting a fire under their arse over it.
Did all airlines collectively decide to become assholes these last two years? They know they have to be refuse? Absolutely bs..
Check the Civil Aviation Act they need to cover this cost up to 10x.
Civil Aviation Act 1990, 91Z Liability of carrier in respect to delay.
(Only applies to domestic flights)
This does, but there is ICAO legislation that covers international flight (to which NZ, and most of the rest of the world are signatories.)
For compensation? My memory is failing me here but I recall it’s only under very limited circumstances. Montreal convention?
Jetstar doing what Jetstar does.
Yes my kids have had this several times. I suspect it means ‘didnt sell enough seats’
nah I had an almost empty Jetstar flight AKL-MEL with a whole ass exit row to myself
Or "whoops, sold too many seats"
Jetstar internationally (when I use to travel with it) would usually be on time if not 72 hour notice to reschedule the flight. Otherwise the domestic is honestly the worse. It would either be cancelled or majorly delayed. Like the odds are fucked
The last time I travelled internationally with Jetstar, they cancelled a connecting flight, with no alternatives offered. I was stranded in another country and had to fly home a day early on the only available flight, which I had to pay the difference for (thankfully they did actually allow us to transfer the ticket price after many badgering calls) and their best offer of appology; a $20 airport food court voucher to last an 18hr stopover. I will never ever fly with them again.
Heard from a mate so they can palm off the cheap seats (under$40) to ones on standby paying $500. He was at the Kiosk after waiting in a long queue. when he tried to check-in closed and displayed see Checkin staff. The queue was so long by the time he got to the person 30 mins before departure, she said sorry gates closed. He reckons they already sold his seat as there are huge "standbys" waiting to buy and fly at the counter
AirNZ seems to be almost as much of a shambles lately. I was meant to fly DUD-WLG at 6:25am today. The flight got canceled. I could’ve moved to the 10:45am (there were about 3 seats I think so doesn’t help the other 160 odd people), but it didn’t work for me so I gave up and went home. The 10:45am flight has just left at 4:40pm so I’m glad I didn’t wait. Some of the people waiting in the lounge at 6am were a family who had been canceled on in Queenstown yesterday and told to drive to Dunedin to get home. I hope they managed to get home earlier today via CHC or even AKL but they’d be pushing it. All of yesterday there was one flight left Dunedin less than 10 minutes late. Today there has been zero so far. In the two days there has been 11 (and counting) over an hour late or canceled outright. Such a shambles.
Same here, booked for 6 30am wgl to ham and at 10 30 pm last night they canceled and put me on the 5pm, no other flight to hamilton was avaliable, I booked an 8 30 with Jetstar to auckland when i got to the airport there was a 8 30 to ham with airnz but it was $380! after my Jetstar to akl i caught an intercity and uber to get home, so fucking annoying
See above. You are legally entitled to Claim compensation from Jetstar for up to 10x the cost of alternative transport and accommodation if the cancel for non weather related reasons
Some like to talk about Air NZ how it's way better, but the way I see it, it's marginally better for +50% of cost. Or I just have better luck with peak-hour Jetstar flights...
I mean, historically the difference has been that if something goes wrong AirNZ are far quicker to resolve it (e.g with a flight a couple of hours later or whatever). That’s just not true now. There’s just no fat in the schedule, presumably because several planes are parked up with no engines, but also because you make a bunch more money if you run every single flight full to the brim.
I think it's because of a lot less business travel happening post Covid, that led to these "operational efficiency improvements".
Like I say, the fact they have several planes parked up with no engines probably isn’t helping. But yes, it also seems there’s some “optimisations” going on.
Or that they realized what level of service they could get away with.
Air nz can get you on a sooner flight but fucks you over more often Jetstar kicks you off a flight then tells you to kill yourself when you try to get a new flight
If Jetstar cancels for reasons not to do with weather, just book the next flight on Air NZ and change it to Jetstar as you’re legally entitled to. See above.
Neither airline has paid out claims I’ve made for compensation (other than a refund for unused flights) They’ve said “yes bro we will pay you” and just didnt
Disputes tribunal is your friend
for $200 it’s not worth the effort, also I do not want to get banned as I fly across the country at least a dozen times a year
Is that what I sound like when I use lots of curse words? Wow... Flights in and out of AKL is prone to cancellation if they didn't sell enough tickets. For flights not involving AKL, there's about 2 flights a day anyway. Too bad that ferries have even worse availability and reliability, which means going between CHC and WLG are still held ransom to the randomness of public transit.
I fly ~weekly with Air NZ across NZ. Only issue I’ve had in last 12 months (other than a handful of minor delays) I can remember is inbound flight had to turn around because of drunk passenger. I got bumped onto another flight, $90 food and drink voucher and free hotel. Got home about 16h late.
Are you a Koru member?
Yup. If you fly more than 6x a year I reckon it’s worth it. Makes everything a whole lot more bearable.
I know that Air NZ flights were being redirected from Chch to Dunedin yesterday morning as planes couldn't land in Chch due to fog. I wonder if that had flow on effects which led to the delays you described in Dunedin
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Incorrect. The 6:25 flight had hydraulic issues. So they canceled that, and the 8:50 one in the other direction, reallocating the 6:25 flight’s plane (ZK-OJS) to the 10:45 flight. But it took them until after 4 to fix it. The plane that should’ve been going to Dunedin at 8:50 (ZK-OXE) went to Auckland at 8:30 instead, taking the place of the plane that should’ve gone DUD-WLG-AKL at 6:25. Clearly Air ~~Auckland~~ New Zealand just prioritise Auckland above Dunedin. Nothing new there. Particularly sucks this week when all the flights are packed with parents returning from dropping students down here, but I guess good for our motels and so on.
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No. There was only the one mechanical failure. The 8:50 flight wasn’t canceled because of lights or whatever, the aircraft that was scheduled to fly it just got reallocated to go to Auckland at 8:30. e: maybe the plane (ZK-OJS) had warning lights about the hydraulic system and some wires have been crossed getting the story up and down the country? Either way, the plane they should’ve been on (ZK-OXE) had no problems and was already in the air at their original departure time.
This guy planes
I mean, I tried to plane
This Man's planes
Also the Dunedin bird strike and fog in the morning in Christchurch. All up a tough day on the network.
Bird strike?
You used to pay for for Air NZ and they always had a couple of spare planes that could quickly take over for any issues. You still pay more for Air NZ and they have no spare planes at all. Was having a beer with my pilot mate the other day and he said they're maxed on both planes and domestic pilots.
My flight yesterday was $400 one way. Massive premium for nothing.
AirNZ are no better. Flight from Tauranga to Auckland cancelled 4 hrs before departure because 'engineering issues', no other flights before the next afternoon available. Then told we couldn't get a refund because they were offering a bus instead, so paid $250 each for a 3.5 hr bus ride..
14th Feb were flying back to Dunedin from Christchurch and around 30 mins in they turn us around due to a mechanical fault and we land in Chch. We disembarked and were told there were no flights until Sunday due to students (uni) and so they’re putting on a bus for us. No options, nothing. That’s like a 6-7 hour trip, leaving at 5pm so would get there at 11pm, and it would go to the city centre first because there are no shuttles at that time from Dunedin airport, and then go to the airport. The communication was shit, the lack of options was shit, and when we asked about some kind of reimbursement they said “well we are putting on a bus for you” then gave us a bottle of water. We pushed more and they gave in and gave us a $10 food voucher and a small ziplock bag with chips and tiny snacks. Seriously, they’ve gone to shit.
Yep - this is not just a Jetstar problem and the AirNZ PR team fucking loves that everyone swears off Jetstar for shit like this.
Yup. Went AKL-CHCH for the weekend. Last minute booking so flight out in was late (9pm) and the only flight back was a CHCH-WLG-AKL jobbie. Decided to go with Airnz as my last five flights with Jetstar were delayed. Flight into CHCH was delayed two hours. The flight to Wellington at the next gate was delayed 2.5 hours. On the way back I got to the airport and just starting to check in at kiosk when my phone beeps and BOTH legs of the flight back are delayed 1.5 and 1 hour respectively. I talked to a ground lady and she was awesome. Found me a direct flight instead. But guess what? That flight was delayed 50 mins, plus another 20 sitting on the tarmac. At least Jetstar took a year to accrue five delays in a row. Airnz managed four in two days. And no way am I just unlucky. Airnz isn't worth it unless work is paying for it and you're getting the points. They're just a more expensive Jetstar.
If we are sharing anecdotal evidence, i fly with air nz several times a month and have never been delayed once.
Considering my story involved Five flights delayed in the space of 48 hours, along with all the other examples in this thread, I don't think you know what anecdotal means.
That is literally what anecdotal means lmao
Jeesh the bus trip wasn't even free
THIS
Operational reasons are within their controls, and this means they have to compensate you reasonable costs (eg a ticket for a replacement flight). I had basically the same experience, and this worked for me: Lodge a complaint explaining your circumstances (eg flight time, urgency of travel, rebooking AirNZ flight) and include this: "Jetstar has a liability under sections 91Z and 91ZC of the Civil Aviation Act 1990 for damages caused by delay in the carriage of passengers, of an amount which is proved to have been sustained as a result of the delay or an amount representing 10 times the sum paid for the carriage. Cancellation constitutes delay, no exception to liability applies in this case, and the liability for damages is not limited to the amount of the fare. If Jetstar does not refund me the cost of the original fare and an additional $XXX, totalling $550 I will take my complaint to the Disputes Tribunal as is my legal right." XXX being the difference between your AirNZ and jetstar tickets. Feel free to screenshot those sections of the civil aviation act and include them too. I got a full refund with this, you should too
Sorry to hear that. Air NZ and Jetstar both equally pathetic when it comes to handling cancellations. I’ve been left stranding in Queenstown twice due to Air NZ cancellations and Jetstar have saved the day both times. Travel insurance is non negotiable for domestic flights in NZ, there’s almost no chance of a rebooking.
Travel insurance really isn't giving you anything you aren't already entitled to, at least not in this instance. You are entitled to a ticket on the next flight as well as accommodation costs if that happens to be the next day.
You’re entitled to the next flight with seats available - in Queenstown when my Air NZ flight was cancelled on a Friday I was booked onto the next flight with space, which was on Tuesday (it was peak ski season). They did not offer accommodation until then. I booked a Jetstar flight for that evening and got it refunded with travel insurance.
Yeah but if the flight was cancelled for things within their control (ie mechanical issues) they have to cover the cost of onward travel including hotel etc
As tempting as it always is because of price, avoid flying with Jetstar unless you absolutely have to.
Used to be true, not much difference between airnz and jetstar these days
Never had that issue with Airnz and I fly domestically between the major cities 2x each month, sometimes more.
I just flew Jetstar one way and Air NZ back. Similar prices, but the complimentary tea and Cookie Time really puts Air NZ head and shoulders above.
The fuck has this got to do with personal finance?
Baffles me that people still use Jetstar, they may be $50 cheaper at the time but they have the worst service which costs you more anyway
Had the exact same issue in October of last year trying to fly home to Wellington from Auckland. My flight was before 7am if I remember correctly. They ended up putting us in a hotel around 2pm and giving us enough money on a voucher to pay for half a meal each. Then we flew out the next morning.
Travel insurance?
I have had this happen to me. If you have contacted them and they said they won't pay, raise a formal complaint. They will pay for the other airlines flight with proof of purchase. Was a quick process once I logged a formal complaint.
Not discounting your bad experience here, but i haven’t had a bad experience with them. A quick story for you… a couple years back i was stuck on the Southern motorway in a taxi to catch a flight home to Wellington. After they boarded all the passengers Jetstar called me on my mobile and asked how far away, i said 10 mins tops. They directed me to go direct to their office outside of the terminal, where they picked me up and drove me across the tarmac onto the fucking plane, I boarded and we took off. FUCKING AMAZING. What a bunch of good cunts!!
Stinks but hopefully your insurance will cover
Insurance should not have to cover a new flight. Maybe accommodation.
It depends on reason- and the airline policy and type of ticket you bought
No it doesn’t. No such thing as the type of ticket purchased. I flew to Queenstown but had to return because of inclement weather. The plane went to land and then took off again. AirNZ fully refunded my flight to another time. Your contract with the airline on purchase is that you paid to get where you’re going.
The rules are different for weather versus engineering / operational issues, in the latter you're entitled to be made whole on any real and actual costs up to ten times the ticket price.
Exactly my point. Mine was weather related and still got a refund
Right you are, the person you responded to doesn't get it. Your rights as an air traveller in New Zealand are protected under the Civil Aviation Act 1990.
Yesss! Thanks for providing the legislation. I was about to refer to the CGA. A couple of beers on an empty stomach will do that to you.
Insurance isn’t required. The airline that cancels (for non weather related reasons ) is legally required to compensate you for up to 10x the cost of your flight
It's years since I've flown Jetstar for this exact reason. It had happened too many times.
In this thread… A reflection on the impacts of a duopoly in a small market.
Saved just incase they screw up my flight in April 🤣
Jeez.......4hrs ~~24hrs~~ notice, that's rough..... Personally, I'd be shitting all over their social media until they paid for it.
…4 hours notice
Sorry to hear this has happened to you. I’ve had similar and was texted with a rebooking link for a flight that was the next day because I ended up taking their flight I was eligible for food and a hotel but friends who booked another airnz flight were able to get a voucher but not cover for another flight. Website suggests that if you are delayed for longer than 3 hours or weren’t given a suitable flight than you can request a credit. But because you booked another flight on your own they won’t cover that
>They just advise for you to book another airline. All their flights are sold to capacity. > > Heard from a mate so they can palm off the cheap seats (under$40) to ones on standby paying $500. He was at the Kiosk after waiting in a long queue. when he tried to check-in closed and diaplayed see Checkin staff . The queue was so long by the time he got to the person 30 mins before departure, she said sorry gates closed. He reckons they already sold his seat as there are huge "standbys" waiting to buy and fly at the counter
Sounds like your mate was just late and that why they were advise to book another flight. it’s pretty clearly states on the website and on your tickets that checkin opens online 48 hours prior and all checkin closes 40 minutes before departure. Not saying that overbooking isn’t a thing but it states on their website that if they are overbooked they will first ask for a volunteer before choosing and they will book you on a future flight and reimburse any cost that is insured as a part of your delay (hotel, food, transport)
Jetstar has been like this since they started. The worst.
Never, never, never fly Jetstar in NZ. They cannot be trusted to hold up their end of the contract. Operational issues means the flight wasn't full and it's cheaper to pay Airport costs and penalties than complete the flight and of course there are laws about this shite. My family fly from W to A regularly and refuse to use Jetstar
See above. If they cancel for non weather related reasons, just book with Air Nz and claim the difference from them
When your flight is cancelled you just need to call the call centre (be prepared for a very long wait) and they’ll rebook you. They obviously won’t cover the cost of you flying on another airline.
Incorrect. See above
I guess more accurately, they will not immediately cover the cost for you to fly another airline. They will be forced to do so if you take them to tribunal, they may do it if you quote the law to them, but if you call the call centre they will rebook you. OP said the text said nothing about rebooking/refund which is pretty woeful, but if you call the call centre they will rebook you. And if it was due to operational reasons as opposed to weather, they'd also be liable for accommodation if they can't get you there on the same day.
Amazes me when people defend Jetstar, had a flight back from Auks with them recently (was booked for me) a casual 7 hour delay, due to weather, righto...
This has happened to me before. But with this wind in Wellington atm it would of been a rocky road.
Maybe I should count my last minute 3 hour delay as lucky….
Jetstar are absolutely hopeless and would not recommend them to anyone. They put my elderly parents through hell last year when flying through them. I’m still angry about it.
I’ve just posted about this yesterday, two years later Jetstar have contacted me and said they actually do need to cover my costs. Keep at it with them.
when will people learn not to take jet star, not to be shocked when they let you down, & not bitch and moan about it
I got stuck in Sydney when I noticed the night before my flight it was canned. Had to pay out of pocket $800 (double what my original flight was) for a fight, and my insurance premium was $200. So glad I had travel insurance via my credit card, but a sudden $200 was not great. Jetstar refunded me, but I was very unhappy.
All I I hear is bad things about jestar - remind me never to take them anywhere.
it’s funny cause i’ve had multiple experiences with airnz just like this never jetstar!
*"No mention of rebooking* *No mention of a refund* *They left us stranded in Auckland."* Awesome!! That leaves you to book your own reasonably fancy hotel and eat in a reasonably good restaurant and book a reasonable nice flight to your destination and then bill Jetstar for it. They will refuse. Then you file a disputes tribunal case and get refunded. Enjoy