I am submitting a formal complaint about the highly inefficient handling of my flight change and refund process by the company and its representatives. I visited the office in person, completed the flight change, paid the necessary fees, presented my passport, and submitted the required application forms. My identity and documents were thoroughly verified at that time. However, I was later told to reach out to the Auckland office for the refund and was repeatedly asked to resubmit forms and provide my passport again — information that had already been verified. This unnecessary repetition reflects a significant lack of internal coordination. Additionally, after fulfilling all requests, I was informed that my signature was “incorrect,” despite no specific signature requirements being communicated beforehand. I typically sign in English, and the absence of clear instructions led to further unnecessary delays. Due to these procedural failures and inconsistent communication, a straightforward refund has now taken several months. The ongoing back-and-forth and lack of accountability, including from the support team, has caused considerable inconvenience and wasted time.
Claim your business profile now and gain access to all features and respond to customer reviews.
