Mistaken Fares – Air New Zealand cancellation
Dear Sir/Madam
Introduction
Air New Zealand Limited (“Air New Zealand”) wishes to advise you that certain Air New Zealand fares were mistakenly filed at prices that were around 10% of their intended value.
Air New Zealand will be cancelling all affected bookings, and this note is to assist you to respond to queries your customers may have.
Background
Between 10:30AM and 1:00PM (Pacific Standard Time) on 23 January 2018, select one-way and return Economy class fares (fare basis codes ending in -OZS7 and -OZS1) for travel from a number of US cities to New Zealand were mistakenly filed for approximately $100 one-way / $200 return when they normally sell for ten times that amount.
These fares were filed incorrectly as a result of human error.
Air New Zealand has cancelled, or will soon cancel, each booking made in relation to these mistakenly filed fares.
Air New Zealand recognizes the inconvenience to customers who have booked the mistakenly filed fares, but is also aware of a large number of consumers who were alerted to the error through social media and purchased the fares knowing they were a mistake.
Refunds to customers
For each affected customer, Air New Zealand will be refunding the amount paid for that mistake fare.
In addition to the refund, Air New Zealand is also prepared to refund any additional, reasonable and verifiable “out of pocket” expenses that were made in reliance on the purchase of the mistake fare. This is in line with the US Department of Transportation guidance on mistaken airfares published 08 May 2015 in respect to 14 CFR part 399.88 Prohibition on post-purchase price increase.
Should you require any assistance in processing refunds, or re-booking affected passengers, Air New Zealand is happy to provide reasonable assistance through our Sales Support team.
For any bookings that have not yet been ticketed but may have the mistake fares stored,
Air NZ will not honor those fares.
Our sincere apologies for the inconvenience caused by this mistake.
Kind regards
Air New Zealand