Air New Zealand scales up COVID-19 compassionate refund capability
The airline's compassionate refund policy has been in place since the start of COVID-19. Customers who can no longer travel due to ill health or financial hardship caused by COVID-19 can apply for a compassionate refund.
Air New Zealand Chief Sales and Customer Officer, Leanne Geraghty, says it's been a tough time for many Kiwis after a year of COVID-related border closures and the airline wanted to remind customers about this policy.
"We're now a year on from the start of COVID-19 and know that for many, circumstances have changed. None of us knew how long this was going to last, and how deep the impacts would be. By now, we thought more borders would be open.
"We're incredibly grateful for the support New Zealanders have shown the airline as we've dealt with the impacts of COVID-19. Kiwis in huge numbers have been using the online credit tool to book domestically and we expect another big boost when quarantine-free travel across the Tasman and to the Cook Islands is open. However, we know for some, travel is still out of reach and we want to do what we can to help."
Customers who hold a credit with the airline and would like to request a COVID-19 compassionate refund can call the dedicated phone line between 8am-7pm Monday to Friday on 0800 747 800 or email covidrefunds@airnz.co.nz. A call back message service will also be available. Customers who booked through a third-party should contact their travel agent in the first instance to arrange a refund.
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Issued by Air New Zealand Communications.
Email: media@airnz.co.nz │ Twitter: @AirNZMedia
About Star Alliance
The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognised by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Aegean Airlines, Air Canada, Air China, Air India, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, EVA Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAP Air Portugal, THAI, Turkish Airlines, and United. Overall, the Star Alliance network currently offers more than 19,000 daily flights to more than 1,250 airports in 195 countries. Further connecting flights are offered by Star Alliance Connecting Partner, Juneyao Airlines.
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