Pre-Covid, Air NZ would field 5000 calls a day through their call centre each day. Foran said if every customer received a refund Air NZ would have been put in a "very difficult position". When pressed on the flight of one customer, who was not able to get a refund, Foran apologised. He said if that revenue did not return then Air NZ would need to have another look into costs. An important issue was how Air NZ would handle transit passengers and the intermingling of transit passengers is still a big question that Air NZ is trying to "wrestle to the ground".

Source: Otago Daily Times July 22, 2020 22:18 UTC