Ashburton Guardian, Friday, June 5, 2020

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Friday, June 5, 2020

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Sharon Ketter is happy to have daughter Lauren and grandson Arlo living nearby, however, she no longer has use for her airline ticket she bought to go and see them in Auckland. PHOTO SUSAN SANDYS 040620-SS-0103

Vivid memories P2

Locals back calls for air fare refunds By Susan Sandys

susan.s@theguardian.co.nz

Tinwald take two P5

Sharon Ketter is stuck with an airline ticket credit that she may never use. The Hinds grandmother is among Kiwis who are disappointed airlines, including Air New Zealand, are issuing credits instead of refunds for flights cancelled due to the Covid-19 pandemic. Ketter booked with Air New Zealand to fly Christchurch to Auckland about April 11, returning from Auckland to Christchurch about April 21. She was making the trip in order to meet up with her daughter Lauren Sullivan and baby Arlo who were moving from the city to Ashburton. However, as they prepared for the flights and exciting homecoming, coronavirus hit. They acted quickly and Sullivan was able to change her flight, although had to pay extra, and get here a few days before lockdown. Ketter said she used to often visit Lauren and her husband and son prior to the family moving here, but now that

they were here she did not anticipate wanting to fly domestically in the near future. “I’m never going to use mine now, because she lives in Ashburton,” Ketter said. However, she had another daughter who could use the credit, but Air New Zealand had told her she could not transfer it. “We are not asking for a cash refund, why can’t they just credit it to us and it be there for us to use as we see fit?” Ketter said. Air New Zealand told the Guardian it was currently exploring the capability in its system to enable the customer holding the credit to determine who they could purchase tickets for. “We hope to be able to share an update soon,” the spokesperson said. “We do currently offer a level of flexibility in a small number of circumstances, usually for compassionate reasons,” they added. A Consumer New Zealand survey last

week found 80 per cent of passengers on cancelled Air New Zealand flights have been stuck with credits, leaving the airline sitting on millions of dollars of customers’ money. Fifty-four per cent had paid more than $1000 for their tickets, and the average amount held by the airline per passenger was $2234. The consumer watchdog was calling on the airline to do the right thing and offer refunds to those who wanted them. Most Ashburton Guardian readers on Facebook back the call. About 25 said they wanted refunds, while only about 10 said they were happy with credits. Those content with credits said they wanted to support the airline in these tough times, and were happy as long as they would get to use those credits. Those wanting refunds believed having the money paid back to them was fairer, with some mentioning the hardship they themselves were facing such as having lost a job and being able to do with the cash.

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