Subject: Unscrupulous Practice & Breach of Contract at Air NZ (Air New Zealand) and Zuji Hong Kong
My Name: wkchjz
My City: Anaheim
My State/Territory: California
My Complaint Against: Air New Zealand
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Dearest consumers, this is a warning to all of you not to be fly on Air NZ, especially not through Zuji, an online electronic retailer for air tickets. I chose Zuji because it was the easiest way for me to book the ticket and it was slightly lower in cost compared to agent-quoted flights. However, it turned out to be my costliest mistake.
I bought a Hong Kong-London return ticket for a year. Zuji gave many options on screen. Instead of the 1 month and 3 month ticket, I paid extra for a 1 year ticket, and paid more for it, and made sure I could change the date of the ticket. However, upon return, I wanted to change the date the flight (which was allowed on my ticket and I was told that my ticket would expire in only 4 months, instead of a one year ticket). I was then told I could not book beyond this date.
I complained to my credit card company and they cited lack of evidence to proof a one-year validity. This is because on Zuji's screen option, once you have paid, they only email you a receipt by email and onscreen showing the dates of the tickets you bought and not the type of ticket (1 year) that led to the choice of purchase. This disappeared once the screen changed. Thus, I had no "proof". This ridiculous con by Air NZ and Zuji is the most elaborate and sophisticated I have encountered so far, and completely unscrupulous. It is shameful that a national airline carrying New Zealand's name could resort to these techniques.
I complained. After complaining, calling numerous time waiting online being transferred here and there and being pushed like a ping pong ball from Air NZ to Zuji and vice versa, I was told I had to pay an extra 1000 HKD (150 USD / 90 GBP) and on top of that 2 service fees 50% that amount to Air NZ for change of date and for service fees. This worked out to be 1/3 to 1/2 the fare price I paid in addition. Moreover, the economy had plunged in 2008, and the original ticket I bought was now only about half the price!
I complained and both Air NZ and Zuji refused to do anything except "extend a goodwill gesture". As a result, I could not use my ticket and it was completely wasted. This became the most exorbitant one-way ticket to London I bought, the most unpleasant flight. No wonder my flight from Hong Kong to London was about half-empty. Air NZ and Zuji's business practices are completely unscrupulous. DO NOT EVER BUY ANY TICKETS FROM THEM AND BOYCOTT THESE COMPANIES if you do not want to be cheated by unscrupulous practices.