Inquiry on appropriate reimbursement for damaged Air New Zealand business-class seating.
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Michael Bona, a TPG reader, set off on his honeymoon with high hopes, having booked business class seats on Air New Zealand using his Chase Ultimate Rewards points. However, soon after takeoff, he discovered his seat wasn't functioning properly.
For the entire 13-hour flight to Auckland, Bona was stuck in a cramped, upright position, despite the fact that his wife and other business-class passengers enjoyed comfortable beds. This proved unbearable for Bona, a man with herniated disks, who aggravated his condition due to the uncomfortable seat.
Bona, believing his honeymoon had been ruined, requested a full refund from Air New Zealand, citing excruciating back pain and missed activities. However, Air New Zealand ignored his 16 refund requests. Frustrated, Bona turned to TPG to seek assistance.
Was Bona's request reasonable, or should Air New Zealand stick to their guns?
Planning the Perfect Honeymoon
In the weeks leading up to their departure, Bona and his fiancée meticulously planned their honeymoon in New Zealand. The business-class seats on Air New Zealand seemed like a worthwhile splurge for their special occasion.
Bona redeemed his Chase Ultimate Rewards points, worth 1.5 cents each, to offset some of the cost. In total, he spent $4,794 less on his tickets. Despite the hefty price tag, a mediocre experience in the air seemed like a small price to pay for the adventure and comfort awaiting in New Zealand.
The Long, Broken Flight
Upon boarding Air New Zealand Flight 5, the honeymooners settled into their seats, eager for the start of their dream vacation. But mere minutes into the flight, Bona found himself stuck, after attempting to recline his seat to a more comfortable position, only to find it unresponsive.
His wife's seat worked fine, but the flight crew were unable to fix Bona's. They diagnosed an electrical problem, but even after a system reset, the seat remained unmovable.
Bona spent the next 13 hours enduring the uncomfortable position, causing significant backache and ruining what should have been a celebratory flight to New Zealand. Upon landing, Bona's back pain intensified, forcing him and his new wife to abandon some of their planned adventures during their honeymoon.
Unanswered Requests for Refunds
Returning to the U.S. after a harrowing honeymoon, Bona set out to seek a refund from Air New Zealand. He penned a detailed complaint, which was shared with TPG, explaining the agony he had endured on the broken seat and the subsequent impact on his honeymoon.
Bona repeatedly reached out to Air New Zealand, but his cold emails went unanswered. Suspecting that TPG might have more luck, Bona sent his story to TPG in the hope that they could intervene and negotiate a refund on his behalf.
Does Air New Zealand Owe Bona a Refund?
Upon examining Bona's lengthy email correspondence with Air New Zealand, it was clear the carrier was unresponsive to his repeated requests for a refund. The problem, TPG noted, was that Bona had asked for a complete refund.
While it was undoubtedly a disappointing experience to spend the entire flight stuck in a broken business-class seat, Air New Zealand had indeed transported Bona to Auckland. Thus, it would be unreasonable for Bona to request a full refund.
However, TPG argued that Air New Zealand should offer some form of compensation for the inconvenience caused. They suggested a customer service representative at the airline reach out to Bona to offer a partial refund or other forms of compensation.
Bona agreed, and within a few days, Air New Zealand responded, offering a partial refund equivalent to the price difference between premium economy and business class for the broken flight leg. Any additional compensation or a refund for the delay on the return flight was not offered.
Resetting the Refund Process
Unfortunately, the refund process was not quite over for Bona. When Air New Zealand processed the $1,568 refund, it went to Chase Travel without specific instructions on how to disburse it. As a result, Bona found himself caught in another cycle of persistent emails with Chase Travel customer service agents.
Determined to see Bona's honeymoon saga reach an end, TPG reached out to the executive team at Chase. By providing a reference code from Air New Zealand, Chase finally processed the refund to Bona's Sapphire Reserve account, bringing this challenging experience to a close.
What to Do If You Find Your Airline Seat Broken
Should you ever find yourself assigned to a defective seat on a flight, here's how to handle the situation:
- Thoroughly Check the seat as soon as you board the aircraft. Once airborne, options to troubleshoot the seat will be limited.
- Document your experience. Take photos and videos of the issue, and jot down the names of any crew members who may help corroborate your story.
- File a formal complaint on the spot, if possible, by asking the flight crew to create an incident report.
- Follow up on your complaint and escalate it to the airline, if necessary, using appropriate channels.
- If your complaints are ignored, consider filing a report with the Department of Transportation.
[1] "Airline Passenger Rights: What to Do When Your Flight is Delayed or Canceled." U.S. Department of Transportation. Accessed April 20, 2023. https://www.transportation.gov/airconsumer/airline-passenger-rights-what-do-when-your-flight-is-delayed-or-canceled
[4] "How to get cash from a broken business or first class seat." The Points Guy. Accessed April 20, 2023. https://thepointsguy.com/guide/broken-airplane-seat-refund/
- Bona, a TPG reader, used his Chase Ultimate Rewards points to book business class seats on Air New Zealand for his honeymoon, hoping for a comfortable travel experience.
- After takeoff, Bona discovered his seat was malfunctioning, leaving him in an uncomfortable and cramped position for the entire 13-hour flight to Auckland.
- Despite Bona's repeated requests for a refund from Air New Zealand, citing his discomfort and the impact on his honeymoon, the airline ignored his requests, leading him to seek assistance from TPG.
- In the end, Air New Zealand offered a partial refund equivalent to the price difference between premium economy and business class for the broken flight leg, ending the refund process for Bona.
- To prevent such incidents in the future, travelers can check their seats thoroughly upon boarding, document the issue, file a formal complaint, and follow up on their complaint, if necessary.
