Credit and refund information

A credit is a commitment from Air New Zealand to honour the value of your COVID-19-affected flights. You can redeem your credit for travel at a later date.

When calculating the value of your credit, we have included, as applicable, the original fare, all taxes (including New Zealand GST) paid, any additional Air New Zealand flight product purchased including Seats2suit, Skycouch, seat select, extra bag(s), or any unaccompanied minor fees, credit card surcharges, booking or services fees, and carbon offsetting contributions.

Some things won't be included in your credit value because they are non-flight related products or services, such as insurance, hotels, and rental cars.

One credit is issued per booking, so if you have multiple eligible bookings you will be issued multiple credits.

If you haven't already opted in for credit or been notified that your flight(s) have been placed in credit you can arrange a credit here.

If you hold a booking/s for domestic flights booked to travel between 24 January and 30 June 2020, or for international flights booked to travel before 31 August 2020 you are eligible for a credit.

Please note, you need to opt-in for a credit before your original flight date.

If you haven't already opted in for credit or been notified that your flight(s) have been placed in credit, you can arrange a credit here. 

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

Change your flight

For domestic travel up to 30 June or international travel up to 31 August 2020, you can make one change to your existing booking and we'll waive the change fee and service fee, however a fare difference may apply.

Request a credit

Alternatively, we can hold your fare in credit until 30 June 2021. You don't have to travel by that date, you just need to have the new flights booked. Request your credit here. Please note, you need to opt-in for a credit before your original flight date.

For international travel after 31 August 2020, if you are travelling on a route we are no longer flying, we can hold your travel in credit until 30 June 2021. You don't have to travel by that date, you just need to have the new flights booked. All travel must be completed within a year from the date of booking.

Request a refund

If you purchased a fare that permits a refund, either in full or with a penalty, you can request a refund.  If you purchased a non-refundable ticket, it remains non-refundable unless local legislation requires a refund to be made available.

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

If you booked directly with us, either online or through the Contact Centre and:

• Your flight was cancelled by us, your credit will be automatically credited to you. Due to the large number of credits to process, there may be a delay in you receiving a confirmation email.  
• Your flight has not been cancelled and it's eligible for a credit, you can request a credit here.

If you booked via a Travel agent and: 

• Your flight was cancelled by us, your credit will be automatically credited to you.
• Your flight has not been cancelled and it’s eligible for a credit, please contact your Travel agent to claim the credit. 

We're experiencing extremely high volumes of calls to our Contact Centre and messages through our Social Media channels. Please request your credit online. 

Your agent is responsible for your booking and for helping you to use your credit. Like us, your travel agent will be busy with high volumes of customer queries and it might take them some time to get back to you.

You can confirm that your credit has been issued by entering your 6-character booking reference and last name here. If a credit has been issued for that booking, you'll see this response:

We are holding your booking in credit and are working on functionality to enable you to rebook online. If you urgently need to use your credit please call us.

You can confirm the status of your current booking by entering your 6-character booking reference and last name here.

If a credit has been issued for that booking, you'll see this response:

We are holding your booking in credit and are working on functionality to enable you to rebook online. If you urgently need to use your credit please call us.

If your booking is still active, you'll be taken to the booking details page.

Customers must opt-in for a credit before their original flight date.

Credits for flights booked to travel between 24 January and 30 June 2020 (domestic flights) or 31 August 2020 (international flights) are valid until 30 June 2021 to redeem and book new flights.

You will have 12 months to complete your travel from the time you make the booking

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

If you booked directly with us we are working to allow you to view your credit/s online. In the meantime, please refer to your E-ticket to see the value of the flights held in credit.

Your credit can be used towards the purchase of any Air New Zealand fare available online including when another airline is involved. Any additional payment to the credit value must be made using a credit card. 

If you booked directly with us, we are building a way for you to easily access your credit online and rebook in the future. While we're getting this ready for you, if you wish to redeem your credit please call our Contact Centre.

If you have booked through a travel agent, please talk to them directly about how to use your credit.

If you booked directly with us, we're working hard to have the ability to use your credit online soon.

Yes! Your credit is not restricted to the same route or type of journey that was originally booked, so credits from disrupted international flights can be used to book domestic flights or vice versa.

If you booked directly through us, you do not need to use the full value credit in one go. Any remaining balance will continue to be available for you to use to book new flights for the length of the validity of your original credit. 

If you have booked through a travel agent, we're working on a solution to allow the balance of a credit to be held. For now, we suggest using your credit towards travel for the same or greater value. 

If you booked directly with us and you need to travel within the next 14 days please call our Contact Centre. Please be aware our teams are experiencing high call volumes and we thank you for your patience.

If you have booked through a travel agent, please talk to them directly.

If you booked directly with us and you're ready to book travel for a later date, please call our Contact Centre.

If you have booked through a travel agent, please talk to them directly.

If you booked directly with us, your credit can be used towards the purchase of any Air New Zealand fare including when another airline is involved. Any additional payment to the credit value must be made using a credit card. Credits are not available to be used for other travel products including hotels. 

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

The person whose email address was used to send the E-ticket is the owner of the credit and is responsible for making changes to the booking. 

The owner of the credit can choose who the new tickets are purchased for.

The person whose email address was used to send the E-ticket is the owner of the credit and is responsible for making changes to the booking. Please contact them if you'd like to discuss the use of the credit.

You don't need to use the full value of your credit when you make a new booking - the remaining balance will be available for the length of the validity of your original credit.

If you have booked through a travel agent, we're working on a solution to allow the balance of a credit to be held. For now, we suggest using your credit towards travel for the same or greater value.

If you have multiple credits, they can be combined to purchase a fare that is more than a single credit value.

If you booked directly with us, before going to the airport you will need to rebook. To rebook and use your credit please call our Contact Centre.

If you have booked through a travel agent, please talk to them directly about how to use your credit.

All credits retain the original refund rules of the tickets placed in credit. A non-refundable fare remains non-refundable. This also applies to any new fare purchased with the credit.

Any Airpoints Dollars™ that were used to pay for the original booking will be credited to your Airpoints account. These Airpoints Dollars will have their expiry date extended until 30 June 2021. If the original expiry date of these Airpoints Dollars was after 30 June 2021, the original expiry date will apply.

Any Airpoints Dollars™ that were used to pay for the original booking will be credited and returned to your Airpoints account. These Airpoints will have their expiry date extended until 30 June 2021.

The remainder of your fare will be issued as a credit in the currency in which they were purchased.

 Credited Airpoints Dollars will be returned to the original Airpoints account/s that they were paid from.

For tax reasons, we cannot transfer your credit to Airpoints Dollars unless your ticket was originally paid with Airpoints Dollars. Any Airpoints Dollars™ that were used to pay for the original booking will be credited to your Airpoints account. These Airpoints Dollars will have their expiry date extended until 30 June 2021. If the original expiry date of these Airpoints Dollars was after 30 June 2021, the original expiry date will apply.

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.