A mother has voiced strong criticism of Air New Zealand, alleging the airline failed to provide adequate support for her autistic son during a recent flight, despite the carrier's promotion of autism-friendly travel services. Kama Kanic stated that her planned nine-hour direct flight from Auckland to Bali was canceled and rebooked as a more than 30-hour journey across three countries and three aircraft.
Ms. Kanic had booked a direct flight for herself and her nine-year-old son, including a "Sky Couch" to ensure his comfort. Upon arriving at Auckland Airport, she was informed the direct flight was canceled and rebooked with what she was told would be a brief stopover in Taipei. This rerouting resulted in a significantly extended travel time, a lack of the pre-booked Sky Couch seating, unsuitable alternative seating, missed special meal requests, and what she described as "virtually no communication and no meaningful support for a child with autism."
Air New Zealand advertises a partnership with Autism New Zealand and offers a program for travelers with hidden disabilities, including autism. Part of this initiative involves providing autistic passengers with a green lanyard featuring sunflowers to help identify them and signal a need for extra care. Ms. Kanic's son wore this lanyard, but she claims he did not receive any special assistance. The prolonged and stressful journey led to her son going 20 hours without sleep and experiencing significant distress, including vomiting and crying.
"He dug deeper than any nine-year-old should ever have to. Watching him endure that was heartbreaking," Ms. Kanic stated. The family lost two days of their holiday due to the extended travel and the subsequent need for her son to recover.
Ms. Kanic sought to extend their return flights by two days to recover the lost time, a request she stated she made without asking for compensation or another Sky Couch. She was informed she would have to pay $700 for the change and was told her request was not considered reasonable after she explained the impact of the journey on her son. She described this response as "devastating."
"For an airline that promotes care and customer service, I expected understanding and compassion - particularly for a disabled child whose needs were known from the outset," Ms. Kanic said. "I believe Air New Zealand needs to do better - not just for my family, but for every vulnerable passenger who relies on an airline to recognise that accessibility isn't a luxury, it's part of providing safe and equitable travel."
Air New Zealand's policies include staff training to support neurodivergent passengers and options for passengers to flag specific needs through special assistance bookings. The airline has been contacted for comment by the Daily Mail.
