Step by step guide to grabbing a new flight when yours is cancelled

I’ll probably regret this post, like I regret the post about the secret spot I used to choose at the Mission Concerts because now they charge for it and call it the mosh pit.

And I regret sharing my secret sauce accommodation at a plantation outside of New Orleans because Globus have added it to their tours now too.

But what the hey!

Here’s a great tip to keep up your sleeve if you ever find your flight is suddenly cancelled, or worse you’re actually flying and they turn round and come back home.

Note: this is specific to using the Air New Zealand app to queue jump in a cancellation, but it’s likely to work with any airline whose app you have on your phone.

I popped down to Hawkes Bay for a few days recently, and unfortunately there was rolling sea fog coming and going all day on that otherwise sunny Monday. An earlier flight had been cancelled, but phew so far mine was all good, albeit delayed about 20 minutes.

We duly boarded, I texted mum to say the doors were closing so she’d have the heads’ up to plan her timing, and off we took.

BUT all was not well and the pilot came on to explain fog was going to delay our arrival. Then he came on again and said we needed to circle above Lake Taupo to wait for the fog to lift. Then after about 20 minutes of flying donuts over the lake, back he came again and said we had about five minutes left to do this, or we would run out of fuel and have to return to Auckland.

Five minutes passed and the captain called it and home we returned.

We all collectively threw our heads against the head rest. But what can you do. No one’s fault. I prayed God would blow it away. Alas he was busy with other things. And no, we did not just refuel and go back, we all had to line up to get new flights.

Or did we?!

So here’s my tip – and you gotta be quick!

As soon as the wheels touched the ground, I turned my phone off Airplane mode, sent mum a quick text to say we’d returned and that I’d let her know what the story was soon.

Then whilst everyone else was busy phoning or texting their friends/families/colleagues, I jumped into the Air New Zealand app on my phone and saw that I had already been rebooked to fly down at 6.35am the next day. Yikes! I had dinner at Craggy Range to get to!

So I tapped More at the bottom right of my home screen, then Support/Help & Feedback and up popped Oscar, the AI chatbot.

I tapped ‘Chat with a Human’. Andy typed back almost immediately. I explained the above and asked if there was a seat on any other flight heading to Napier that day.

Yes, she typed. One had come up on the 5.50pm, would I like it. YES PLEASE, I typed back, as quick as look at you. Done.

So by the time we’d finished taxiing, while we were being told to collect our luggage from the carousel and line up at Counter 1 in the main domestic check-in area to be rebooked on other flights – most the next day – I was booked on another flight a few hours later.

Meanwhile down at “Desk One” it was about 50-deep with people getting rebooked. I tried to chance my luck and asked about a stand by spot on an earlier flight. But not on your nelly, they said – in politer terms.

Things to know about airline obligations due to weather

The airline rebooked everyone, at no expense, although those flights ranged from same day up to 24 hours later.

However if Auckland was not your home city, hotel accommodation was not covered, unless you were on an international Air New Zealand ticket and transferring on the domestic flight.

Also, I have an annual Travel Insurance policy, but in the fine print I note that domestic travel around New Zealand is not covered. Unless you had taken out insurance for this specific trip, you would not be covered as the fog was considered out of the airline’s control.

I hope that helps. And good luck!