Credit and refund information

Our NZ domestic seat options offer more travel flexibility in these uncertain times. If you have a flexichange or flexirefund ticket, you have the flexibility to change your flight with no change fees. Flexirefund is also fully refundable. 

Change your flight
Cancel your flight

If your New Zealand domestic flight is cancelled due to changes in the the COVID-19 Protection Framework (or 'traffic light system'), you'll be eligible for credit.

If your international flight is cancelled due to COVID-19, then you can make amendments to travel within 7 days without penalty. Any fare difference and change fees are waived. Fare difference applies if travel is in a different product or cabin.

Change your flight. If you can't manage your booking online, call our Contact Centre.

You don't need to use the full value of your credit when you make a new booking - just use what you need and save the rest for later!

The remaining balance will be available for as long as the credit is valid. You can keep track of your up-to-date credit balance using the online credit tool.

Paying with up to 2 credits 

You can now use up to 2 credits at checkout when booking your flights. Any outstanding amount must be paid using your credit card. Airpoints Dollars cannot be used in combination with a credit at this time.  

Using more than 2 credits

If you want to use more than 2 credits to book new travel, please call our Contact Centre.

The credit tool currently works for most credits held in NZD, AUD, USD, CAD, EUR, SGD, GBP, JPY, HKD, CNY TWD, KRW and XPF. There are some credits it cannot process yet due to the details of the initial booking. We are working to expand the tool ASAP. 

In the meantime, please call our Contact Centre to book new travel with your credits.

When a booking is made with a credit, we email the credit holder to let them know the credit has been used. This is a security measure to protect you from fraudulent use of your credit. 

I want to dispute the use of a credit 

You can find details on how to dispute the use of a credit on our Credit Transaction Disputes page.

We have a credit solution in place with participating Travel Agencies who will have details of Air New Zealand bookings that have been converted to credit.

Please contact your travel agent to help you to rebook using your credit.

A credit retains the refund rules of the original ticket placed in credit, until it is used, in whole or in part. When any part of a credit is used, the remaining balance becomes non-refundable and will not be refunded.   

You can use a credit to purchase a refundable fare. If you claim a refund, the value will be returned to the original payment form. This means that any portion paid using a credit will be returned to you as a credit. The credit will be available for as long as it remains valid. 

Yes, you can use your credit to book a refundable fare. If you claim a refund, the value will be returned to the original payment form. This means that any portion paid using a credit will be returned to you as a credit. The credit will be available for as long as it remains valid. 

If your flights are still available and you are choosing not to travel, you have the following options:

1. Change your flight

All our New Zealand domestic seat options come with the flexibility to make changes to your travel plans up to and including the day of departure.

There are no change fees for international travel due to depart before 30 June 2022 (a fare difference may apply). The new flight must be from the same departure point to the same destination as the original flight. Change your flight.

2. Request a credit

International flights due to depart before 30 June 2022 are eligible for credits as part of our COVID-19 response. 

If you received a credit prior to 31 January 2022 you will have until 31 January 2023 to book new flights, with travel to be completed by 31 December 2023.

For credits received from 1 February 2022 you will have 12 months from the day your credit was processed to book a flight. You don't have to travel by the date, you just need to have new flights booked at which time you can book up to 12 months in advance. All travel must be completed within a year from the date of booking. Opt-in for credit.

3. Request a refund

If you purchased a fare that permits a refund, either in full or with a penalty, you can request a refund when you cancel your booking.  If you purchased a non-refundable ticket, it remains non-refundable. 

If you have booked through a travel agent, please make this request through them.

Credits are linked to the booking reference on the original ticket. If you've added your Airpoints number to your flight booking, you will be able to view your credit balance via our online credit tool. Alternatively, you can enter your booking reference and email address from your original booking to view your credit.

Bookings paid in full or in part with Airpoints Dollars™ will be issued as a credit.

For tax reasons, we cannot transfer your credit to Airpoints Dollars.

If your credit is in your local currency:

Yes, tickets purchased with this credit will earn Airpoints Dollars and Status Points as normal.

If your credit is in Airpoints Dollars:

No, tickets paid in full with Airpoints Dollars do not earn Airpoints Dollars and Status Points.