Raising a Dispute With EEK Starts a Structured, Tracked Process

Disputes Are Handled, Not Dismissed

EEK built a formal dispute process because informal dispute handling — email chains, phone calls with no record, responses that vary by who picks up — does not serve customers or EEK well. The dispute ticket system gives every dispute a unique ID, a structured six-stage process, and persistent tracking from first contact to resolution.

The six stages are: dispute received and acknowledged, issue identification and investigation, EEK's position communicated, customer response invited, resolution proposed, and resolution confirmed or escalated. At each stage, both the customer and EEK know exactly where the dispute stands and what the next step is.

For Customers Who Have a Genuine Concern

Raising a dispute at eek.nz/raise-dispute takes less than two minutes. You describe the issue, reference your booking, and submit. EEK acknowledges within one business day. If the dispute leads to a refund, EEK processes it within 7–10 working days. If it leads to a Disputes Tribunal application, EEK provides all the documentation you need to file. The process is designed to be transparent and fair — not to wear customers down or close disputes by making the process difficult.