AUCKLAND- A traveller flying with Air New Zealand (NZ) from Los Angeles International Airport (LAX) to Auckland Airport (AKL) says her prepaid Skycouch was cancelled without notice, forcing her to complete the long-haul flight in a standard economy seat.
The airline later apologised after the passenger required a wheelchair on arrival due to severe leg swelling linked to pre-existing circulation issues managed through the Skycouch upgrade.
Photo: Hobart Airport
Air New Zealand Skycouch Cancellation
Whanganui resident Barb Saunders booked a Skycouch with Air New Zealand and paid an additional fee of $615 to ensure she could elevate her legs during the flight. She had previously experienced serious medical complications after a long-haul journey and viewed the Skycouch as essential for health management, not comfort, NZ Herald exclusively reported.
The couple used the Skycouch service successfully on the outbound Auckland to Los Angeles sector. However, on the return flight, they learned the operating aircraft was a leased jet that did not feature Skycouch seating. They were reassigned to standard economy seats located apart from each other before being later moved to crew seating at the rear of the aircraft.
Cabin crew apologised and attempted to ease the disruption with meal and seating support, but the lack of Skycouch functionality left Saunders in pain and unable to elevate her legs. By the time the aircraft landed in Auckland (AKL), her legs were significantly swollen, and airport staff provided wheelchair assistance.
After returning home, Saunders contacted the airline to seek a refund. Air New Zealand apologised, acknowledged that Skycouch passengers should be notified in advance if equipment is changed, and confirmed that her case would form part of an internal review.
She received a refund of the Skycouch fee and 100 Airpoints for both herself and her husband as a goodwill gesture.
Aircraft changes and refund policy
Air New Zealand stated that operational or maintenance issues occasionally require aircraft substitutions.
When this affects seating products such as Skycouch, the airline’s policy is to notify affected passengers ahead of travel and refund the additional charges.
In Saunders’ case, the airline confirmed that this notification process did not occur as intended.
Photo: Air New Zealand
Similar Incident
In a separate incident, Auckland traveller Kirsten Watkins reported being downgraded from Premium Economy to Economy shortly before boarding a flight from Rarotonga to Auckland.
Her assigned seat became unavailable, and she was reassigned while the passenger allocated to the faulty seat remained in Premium Economy.
Air New Zealand said the reassignment process considers fare type and booking class. Watkins received both a fare-difference refund and a goodwill payment, which the airline described as standard policy.
She later expressed dissatisfaction with the handling of the downgrade and the delay in receiving a full response.
Photo- Star Alliance
Airline response and resolution efforts
Air New Zealand acknowledged the inconvenience and confirmed that both incidents were reviewed through customer recovery processes.
The carrier reiterated its intent to provide consistent communication when schedule or aircraft changes affect fare products.
Both passengers indicated they were reconsidering future travel with the airline following their experiences.
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