Airline stumps Ashes fan

Paul and Sonet Venter. Photo / Jason Dorday

It was the trip of a lifetime - so important that Paul Venter booked the tickets eight months before take-off.

Now, with just two weeks to go, airline Pacific Blue has told him a slight "operational" hitch with his plane means his flight to get to an Ashes test at the Melbourne Cricket Ground has been cancelled.

What's more, the Philippines-based call centre failed to give him a full range of alternatives. And then they failed to call to put it right - even after the Herald on Sunday stepped in and Pacific Blue's head office promised to give them a hurry-up.

The Howick couple's anticipated take-off was 3.30pm on Boxing Day, which left time to rise late after Christmas, put their dog in kennels and get to the airport.

Venter's carefully planned trip would get him to the MCG to watch Australia play England in the Ashes series.

In an email, Pacific Blue told Venter he would now have to be at the airport for a 6.30am flight. To meet Auckland International Airport's rules, it would mean Venter and wife Sonet leaving home about 3am.

Venter: "We tried to contact the airline but the only number available is an 0800 number which takes you to a call centre in the Philippines. The lady who we spoke to said the airline was within its rights to cancel the flight."

There were two other options. One offered was to take a full refund of $800 and fly with someone else - Air New Zealand's tickets are currently going for $1700. The other option was to fly a day earlier at 6.30am.

Venter said the new flight time has them dropping the dog off at the kennel on Christmas Eve - an extra $60. He was frustrated at being let down so late after preparing so far in advance.

The company, he said, appeared to show a complete lack of interest.

Pacific Blue's marketing representative, Phil Boeyen, said: "Most people are pretty understanding" and that the company had the right to change flight schedules.

He said other airlines cancelled flights and moved passengers to other times. Paying for the Venter party to fly with another airline - or assisting with the cost - was "not one of the solutions we can offer".

Boeyen said another flight option had been available but not offered to the Venters. He said he did not know why. That was a 5.30pm flight to the Gold Coast with a 2 hour wait for a transfer to Melbourne.

Boeyen claimed a customer service representative had been trying to reach Venter on his mobile phone since the Herald on Sunday intervened - without success.

But Venter said he was still waiting for a call - and had no missed calls - from the company.

Had call centre problems? Email: david.fisher@hos.co.nz