Air New Zealand customers are left reeling after learning at the last minute that their travel plans have been disrupted due to a cabin crew strike.

“I’m flying out of Tonga tonight on Air New Zealand,” said the traveler, who asked to be identified only as Leah. “I have not received any communication via email or phone regarding the cancellation of my flight. I only learned about it when I tried to add baggage online, only to find out that the date of my flight had been changed.”

“I called customer service and they said they received an email on Wednesday regarding the Thursday flight. Is that true? But I never received any such communication.

“We have a flight for tomorrow. This morning, the customer representative told us that there is one seat available, but it may be canceled. If it is canceled, Saturday’s flight is full. You could lose your seat on Saturday’s flight, and the earliest you can go is Monday.”

Leah said customer service appeared to be very poor and no compensation was provided.

Flight attendants working on Air New Zealand’s long-haul Boeing 777 and 787 aircraft are on strike on Thursday and Friday after failing to agree on pay and conditions.

Jeremy O’Brien, Air New Zealand’s chief customer and digital officer, said: morning report The airline proactively contacted all customers affected by flight cancellations and offered alternative flights across its airlines and partner airlines.

The “vast majority” had been offered travel itineraries within a few days of either side of the strike.

The most affected flights were to North America and Asia.

Mr O’Brien said not all flights offered would suit all customers and appreciated that full credits or refunds were available for customers in such situations.

They can also claim “reasonable costs” associated with disruption, such as if their accommodation is affected by the change.

A Consumer NZ spokesperson said the international cabin crew strike was an event under the control of the airlines and should be covered by the Montreal Convention.

“Under the Montreal Convention, if a flight is canceled or delayed, affected passengers may request a refund or alternative flight. They may also request a refund for any additional costs incurred as a result of the disruption, up to a set limit. Passengers should retain receipts for any additional costs incurred to ensure refund from the airline.”

Massey University marketing expert Bodo Lang said the strike could be problematic for Air New Zealand’s brand.

“Meanwhile, passengers are speaking out about fare increases, with some complaints even making headlines.Meanwhile, employees are demanding better conditions, including higher pay.

“For some consumers, this creates a perception of contradiction. Why would staff insist on better pay and conditions when ticket prices are going up? The inference some consumers draw is that Air New Zealand is generating too much profit.”

“However, the financial reality is more nuanced. Air New Zealand’s profit forecasts have recently been revised downward, rather than upward. Air New Zealand’s complex financial statements are difficult to explain to the public in an attractive way. Some consumers may interpret the current strike as profiteering, which could reduce the brand’s equity.”

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