A couple from the United States found themselves in a distressing situation after being charged a staggering amount for changing their return flight with Air New Zealand following a devastating medical diagnosis. Todd, 60, and Patricia Kerekes, 75, were vacationing in Aotearoa when Patricia received the devastating news of cancer of the gallbladder, with a prognosis of just four months to live.
The Kerekess had initially booked a business class flight from New York to Auckland with plans to stay until April. However, Patricia’s diagnosis, just six weeks into their trip, prompted the need for an immediate return home. Todd contacted the airline to reschedule their flight, emphasizing the urgency of the situation. However, he was met with prolonged wait times and eventually informed of a hefty fee amounting to 13,000 New Zealand Dollars (approximately Rs 6.5 lakhs) to change their tickets.
Expressing his shock and dismay, Todd recounted the frustrating experience of dealing with extended hold times and unexpected costs. Despite the new seats being marginally more expensive, the unforeseen financial burden added to the couple’s already stressful situation.
Acknowledging the mishandling of the situation, Air New Zealand issued a formal apology to the Kerekess and offered a full refund for the additional costs incurred. Alisha Armstrong, General Manager of Customer Care, expressed regret for falling short of expectations and assured that the company’s compassionate care policy was intended to support customers during times of medical emergencies or bereavement.
The incident underscores the importance of empathetic and responsive customer service, particularly in sensitive situations like medical emergencies. While the resolution brought relief to the Kerekess, it serves as a reminder for airlines to prioritize compassion and flexibility in such circumstances.
