Tell us about your airline issue

Make your complaint count and help us fight for clearer information for passengers. 

Share your complaint

When flights go wrong, it can be pretty frustrating.

You might be out of pocket and unsure what to do – and you might feel like you’re getting the runaround from the airline. 

Airlines don’t always make your rights clear when there’s an issue. That’s because there are no rules requiring airlines to tell you your rights.

It’s time to fight back.  

Tell us what happened

Take a few minutes to tell us about your airline experience in the form below. Your complaint helps build the evidence we use to raise issues with airlines and push for clearer passenger rights.  We can also send you our 5-Step Flight Rights Cheat Sheet, plus a copy of your complaint for any future claims you make against the airline – just tick the checkbox at the bottom of the form. 

Why this matters

A whopping 90% of New Zealanders don’t know what their rights are when something goes wrong with a flight. And airlines don’t always make those rights clear. 

So when your flight is cancelled or delayed, your bag goes missing, your seat gets changed or your airpoints disappear, you’re often left trying to figure out what to do next. 

Many New Zealanders end up swallowing flight-related costs themselves, not realising they might be entitled to claim their costs back. 

We’ve already taken action before – last year, Jetstar was fined $2.25 million after we complained about its misleading practices. 

And with 10,000+ people backing our recent petition for better flight rights, we’re continuing to push the government for stronger rules and clearer information for passengers. 

Your rights

You may have rights if you experience: 

  • cancellations, delays or overbooking 

  • lost, damaged or delayed baggage 

  • customer service issues, like seat changes or downgrades 

  • frequent flyer or membership problems. 

Our Consumer Rights Advice Line offers personalised guidance to Consumer NZ members. If we think we can help with your case, we’ll point you in the right direction. 

Learn more