| Air New Zealand Admits Mistake in Charging $13,000 for a flight change. |
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| Air New Zealand has acknowledged an error in attempting to charge two US tourists $13,000 to change their flights after one of them received a serious medical diagnosis. Todd and Patricia Kerekes flew business class from New York to Auckland in January, with return tickets costing $37,500. |
Air New Zealand admits its mistake in charging $13,000 for a flight change.
- Medical Emergency: Patricia Kerekes was diagnosed with gallbladder cancer six weeks into their vacation, prompting the need to return home immediately.
- Exorbitant Fee: Air NZ initially quoted $13,000 to change their flights, causing shock and dismay to Todd Kerekes, who found the amount to be disproportionately high.
- Lack of Compassion: Despite Todd’s explanation of the situation, Air NZ representatives did not offer compassionate alternatives or request documentation of Patricia’s diagnosis.
- Customer Dissatisfaction: The handling of the situation by Air NZ fell short of expectations, especially considering the compassionate care policy touted by the airline.
- Apology and Refund: Air NZ’s general manager customer care, Alisha Armstrong, issued an apology and promised a full refund of the additional costs incurred by the Kerekes.
- Implications: Todd Kerekes expressed concern for others in similar situations who may not have the resources or resilience to challenge such exorbitant fees.
Todd’s Perspective:
- Todd Kerekes, originally from New York, was taken aback by the lack of empathy displayed by Air New Zealand, especially considering the kindness he had experienced from others in New Zealand.
- He emphasized the importance of spending time with his gravely ill wife and lamented the four-hour ordeal spent dealing with Air NZ.
Air NZ’s Response:
- Air NZ admitted to falling short of expectations and failing to adhere to their compassionate care policy.
- The airline apologized to the Kerekes and promised a full refund of the additional costs incurred.
Conclusion:
- The Kerekes flew home on February 26, relieved but still shaken by the ordeal with Air NZ.
- The incident raises questions about the treatment of passengers in medical emergencies and highlights the need for airlines to show compassion and flexibility in such situations.
