Air NZ customer charged $13,500 to change flights

Air NZ should be ashamed of itself for inhumane behaviour and predatory pricing at a time of personal crisis. That was said by an American customer who was charged more than $13,000 to change flights after his wife was diangosed with aggressive cancer while on holiday in Aotearoa. Todd and Patricia Kerekes flew business class on Air New Zealand from New York to Auckland in January intending to stay until April. The return tickets cost thirty seven and half thousand dollars. However, Patricia became seriously ill and was advised by a specialist to return home after being diagnosed with advanced gall bladder cancer. Her husband Todd contacted the Air NZ call centre explaning the situation; after endless stints on hold and being cut off several times, he was told he'd have pay more to bring their flights forward and a fee for making the change. The total additional charge: $13,500 and no offer of a comassionate discount. Todd was horrified to discover most of that charge was apparently an admin fee. Todd Kerekes speaks to Lisa Owen.