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As the delays mounted, the Virgin flight crew reached their maximum allowable duty hours under Civil Aviation Safety Authority regulations. These safety rules limit how long crew members can work continuously, ultimately forcing the airline to cancel the flight entirely.
“The safety of our guests and crew is always our highest priority. We sincerely apologise to our guests for the disruption to their travel plans.” a Virgin spokesperson said.
The Easter holiday period left stranded passengers with no hotel options in Queenstown, a popular tourist destination. This accommodation shortage forced travellers to spend the night on the airport terminal floor.
“No accommodation provided, offered or available in Queenstown, so 120 people slept on the carpet at the airport.” One affected passenger reported via email, questioning whether such a situation was legal
Problems continued the following day when the replacement flight scheduled for 1:50 PM New Zealand time on Sunday didn’t depart until 5:20 PM, creating additional frustration for already inconvenienced travellers. One passenger criticised the airline’s ability to handle such situations, stating-
“The airline has such a skeletal staff here in NZ, it is entirely incapable of dealing with these delays.”
Virgin Australia’s guest compensation policy states that in cases of cancelled flights, the airline will transfer passengers to the next available Virgin Australia flight “without charge.” When suitable arrangements cannot be made, customers may request either a travel credit or a refund for their impacted flight.
“The safety of our guests and crew is always our highest priority. We sincerely apologise to our guests for the disruption to their travel plans.” a Virgin spokesperson said.
The Easter holiday period left stranded passengers with no hotel options in Queenstown, a popular tourist destination. This accommodation shortage forced travellers to spend the night on the airport terminal floor.
“No accommodation provided, offered or available in Queenstown, so 120 people slept on the carpet at the airport.” One affected passenger reported via email, questioning whether such a situation was legal
Problems continued the following day when the replacement flight scheduled for 1:50 PM New Zealand time on Sunday didn’t depart until 5:20 PM, creating additional frustration for already inconvenienced travellers. One passenger criticised the airline’s ability to handle such situations, stating-
“The airline has such a skeletal staff here in NZ, it is entirely incapable of dealing with these delays.”
Virgin Australia’s guest compensation policy states that in cases of cancelled flights, the airline will transfer passengers to the next available Virgin Australia flight “without charge.” When suitable arrangements cannot be made, customers may request either a travel credit or a refund for their impacted flight.
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