Question and Answers to help passengers affected by the cessation of Ansett Australia flights

Air New Zealand has prepared this set of Question and Answers to help passengers affected by the cessation of Ansett Australia flights. You will need to identify whether you ticket has been issued by Air New Zealand or Ansett Australia before you go any further.

All tickets carry the name and a special number to identify which airline has issued your ticket.

The name will be in the top left hand corner.

All Ansett Australia issued tickets will have the numbers 090 in most cases in either the top right hand corner or bottom number. It will be followed by a series of other numbers.

Air New Zealand tickets carry the number 086

QUESTION 1.

CAN I USE MY ANSETT AUSTRALIA (090) TICKET ON AN AIR NEW ZEALAND FLIGHT?

For customers who have commenced their travel as at 2359 hours (NZLT), 13 September 2001.

If you have commenced your travel on Air New Zealand (NZ) (including New Zealand domestic services) or Ansett Australia (AN) international flights your ticket will be accepted on the Air New Zealand (NZ) operated network.

For assistance with rebooking your flight please contact the New Zealand Air New Zealand Reservations freephone 0800 737 203.

Air New Zealand is not able to meet passenger expenses for accommodation, meals, ground transportation or any air travel to/from the Air New Zealand international point of departure or arrival.

For customers who were due to commence their travel after 2359 hours (NZLT), 13 September 2001.

As a result of the Ansett Australia grounding Air New Zealand will no longer accept Ansett Australia (090) electronic or paper tickets for travel on Air New Zealand flights.

This includes Global Rewards redemption tickets.

All other enquires regarding Ansett Australia (090) electronic or paper tickets, including refunds, should be referred to Peter Hedge, Voluntary Administrator from Pricewaterhouse Coopers on phone 61-2-8266 0000.

QUESTION 2.

I HAVE AN ANSETT AUSTRALIA TICKET WHICH IS NOW INVALID BUT I STILL NEED TO TRAVEL. WHAT SHOULD I DO?

You need to purchase another ticket on an alternative carrier. Please call the Air New Zealand Reservations Call Centre 0800 737 000 for a range of airfare and carrier options.

QUESTION 3.

I HAVE AN AIR NEW ZEALAND (086) TICKET FOR TRAVEL ON AN AIR NEW ZEALAND CODESHARE FLIGHT OPERATED BY ANSETT AUSTRALIA? I.E. flight numbers NZ3000-3999

Customers ticketed on Air New Zealand (086) tickets issued prior to 14 September 2001, for travel within the period 14 to 21 September 2001.

If you have an Air New Zealand (086) paper ticket issued prior to 14 September 2001 with Ansett Australia (AN) domestic Australia services included in the itinerary you may rebook on Qantas Airways (QF) domestic Australia services This is dependant on the appropriate booking class being available for the flight. Contact the Air New Zealand Reservations Call Centre for assistance on 0800-737 203.

If you have an Air New Zealand (086) paper ticket issued prior to 14 September 2001 with Ansett Australia domestic/international services and you have not commenced your travel and are travelling on a fully refundable ticket you may submit your ticket for normal refund processing.

If you have an Air New Zealand (086) paper ticket issued prior to 14 September 2001 with Ansett Australia domestic/international services, and have not commenced your travel and are travelling on non-refundable fares you may:

be re-routed on Air New Zealand (NZ) operated services in the first instance. e.g. Sydney to Hong Kong on Ansett Australia (AN) can be re-booked to Sydney-Auckland-Hong Kong on Air New Zealand (NZ).

Exchange your ticket for future travel in Air New Zealand operated services

Rebook to an alternate destination on the Air New Zealand network without penalty however you will need to meet any increase in fare price. You should also check with your travel agent about any amendment/cancellation fees for hotels, cars and other services. Passengers may request a refund in the original form of payment.

Air New Zealand encourages passengers to review their travel arrangements by 21 September 2001.

Air New Zealand is not able to meet passenger expenses for accommodation, meals, ground transportation associated with any changes to your itinerary.

Customers ticketed on Air New Zealand (086) tickets issued prior to 14 September 2001, for travel after 22 September 2001 Air New Zealand (NZ) is developing a rebooking policy for this period and will release further information as soon as we can.

QUESTION 4.

I AM TRAVELLING ON A TICKET NOT ISSUED BY ANSETT AUSTRALIA (AN) OR AIR NEW ZEALAND (NZ), WHICH INCLUDES ANSETT AUSTRALIA (AN) FLIGHTS. DO I NEED TO PURCHASE ANOTHER TICKET?

We suggest you contact your travel agent who will be able to assist you