AirNZ direct flight cancellation - Syd to Rarotonga and no business class replacement

[Clipped wings]

We booked some time back with AirNZ on a direct flight Syd to Rarotonga on business class. The flight was cancelled. They booked us on an economy ticket via Auckland with about an 8 hour stop in the airport. We would arrive a day later and miss our flight to Aitutaki. They booked us on the most expensive flight that cost less to buy online.

We asked for at least accommodation in Auckland and lounge access. They flat out refused. Their attitude was such that we absolutely knew they couldn’t give a toss. We ended up getting a flight a day earlier and have had to pay another night accommodation. We will now spend 5 hours in the airport transiting. They refused to match their own online price and we had to get a refund then rebook ourselves.

I spent 12 hours on the phone trying to get through or getting nowhere with them. I don’t think I’ve come across more appalling and lacklustre service. Their attitude was pathetic.

Has anyone else had this type of issue with them? We fly 3-5 times a year and have never experienced anything so woeful or ambivalent from any other airline.

 

[jerrywww]

Air NZ is not a premium airline, at least on its pacific short-haul lines. They even don't provide free food on these airlines, similar to Jetstar.

 

[trooper]

Direct SYD to RAR?

 

[Mattg]

Direct SYD to RAR?

Air NZ operated this once per week using 767s and later 777s before COVID. They were selling tickets on this route again recently but the flights got canned before the first one was scheduled to leave.

 

[trooper]

Thanks!

 

[Zanzara]

We booked some time back with AirNZ on a direct flight Syd to Rarotonga on business class. The flight was cancelled. They booked us on an economy ticket via Auckland with about an 8 hour stop in the airport. We would arrive a day later and miss our flight to Aitutaki. They booked us on the most expensive flight that cost less to buy online.

We asked for at least accommodation in Auckland and lounge access. They flat out refused. Their attitude was such that we absolutely knew they couldn’t give a toss. We ended up getting a flight a day earlier and have had to pay another night accommodation. We will now spend 5 hours in the airport transiting. They refused to match their own online price and we had to get a refund then rebook ourselves.

I spent 12 hours on the phone trying to get through or getting nowhere with them. I don’t think I’ve come across more appalling and lacklustre service. Their attitude was pathetic.

Has anyone else had this type of issue with them? We fly 3-5 times a year and have never experienced anything so woeful or ambivalent from any other airline.

That sucks. Guess you couldn't get a refund? Air NZ is very likely the only airline flying to RAR. They have a monopoly. Unfortunately Air NZ attitude is a mean spirited 'take it or leave it'. Rarotonga is a pretty unique place to visit. Don't let the poor AirNZ experience put you off having a good time.Perhaps direct your $ to another airline next time you choose to travel.

 

[Clipped wings]

Direct SYD to RAR?

Yes we were a bit excited to be doing a direct flight again. We used to fly direct from Bris before Virgin had their COVID issues. An option with AirNZ is to go from Melbourne if they are still doing some direct flights. Our friends went in September. They only had weekend flights. This may not be happening any more however. Personally I won't fly with them again. Their attitude was putrid. We ended up with a 5 hour middle of the night in Auckland airport. The transit exit to the general area was closed even. Having said that we were told by several people that Jetstar has been just as awful to that destination.

 

[Clipped wings]

That sucks. Guess you couldn't get a refund? Air NZ is very likely the only airline flying to RAR. They have a monopoly. Unfortunately Air NZ attitude is a mean spirited 'take it or leave it'. Rarotonga is a pretty unique place to visit. Don't let the poor AirNZ experience put you off having a good time.Perhaps direct your $ to another airline next time you choose to travel.

We had already bought a couple of Luxury Escapes packages to stay at Pacific Resort on Aitutaki and has purchased our Air Rarotonga flights. We were travelling with our neighbours also. No backing out unfortunately. We still enjoyed ourselves but AirNZ continued to fail all the way along. I will definitely never give them my money again. We love the Cooks and this was our tenth time so we won't stop going there. Just not with AirNZ. I'd even consider Jetstar (which even shocks me). We're hopeful that Virgin will recommence and probably won't return until we have a better flight option.

 

[UP4014]

In the end you can only vote with your wallet.

I haven’t flown with Air NZ for 5 years, 25 years ago they were fine but I guess racing to the bottom with other LCC.

 

[Clipped wings]

In the end you can only vote with your wallet.

I haven’t flown with Air NZ for 5 years, 25 years ago they were fine but I guess racing the bottom with other LCC.

We flew with them once pre-covid and they were OK. No frills for sure (meal option was "a pie or a chicken thigh"). They used to be top 10. Skytrax (AirNZ and others debate their methodology, but were happy to accept when they were up the top of the ranking), has them at number 30 now. I have flown a number of airlines and think is is fair (should possibly be lower).

 

[randompunter]

We had already bought a couple of Luxury Escapes packages to stay at Pacific Resort on Aitutaki and has purchased our Air Rarotonga flights. We were travelling with our neighbours also. No backing out unfortunately. We still enjoyed ourselves but AirNZ continued to fail all the way along. I will definitely never give them my money again. We love the Cooks and this was our tenth time so we won't stop going there. Just not with AirNZ. I'd even consider Jetstar (which even shocks me). We're hopeful that Virgin will recommence and probably won't return until we have a better flight option.

It would be great if VA returned to AKL - RAR, would be a nice alternative to LCCs NZ and JQ. Although the old timing of the return leg was a bit dire.

We have an NZ A320 NOU - AKL coming up in a few weeks, booked via Air Calin as their code share ticket stock was a fair bit cheaper, but not expecting much from NZ other than a LCC experience. SB not running on the day we needed to travel unfortunately. Funny though that because it's booked through SB we should get some sort of food option and checked bags despite being cheaper than the seat only ticket sold by NZ for that particular date.

 

[stm1sydney]

We ended up with a 5 hour middle of the night in Auckland airport. The transit exit to the general area was closed even.

After all these years, the airport has still not fixed up this debacle?

 

[Clipped wings]

After all these years, the airport has still not fixed up this debacle?

Pretty bad. The staff were fairly rude about the closure and not letting us though until about 3-4 in the morning also (can’t remember as I was so tired). Exactly the reason we tried for the direct flight. We were jet lagged for a few days following. Not a good start. A shame because generally Auckland Airport is a decent experience.