Credit and refund information

Voluntary opt-in for credit is not available for flights after 31 October 2021. Our domestic fares now have added flexibility so you can make changes to your travel plans up to and including the day of departure.

If you have tickets under our old product names, these will automatically have changed to reflect our flexibility options (flexitime is now flexichange and flexidate is flexirefund). Flexichange allows you to change the time and date of your flight and with flexirefund, you'll get your money back if you can't travel. For both seat and seat+bag tickets, you have the option of changing your flights prior to departure for NZD $50 per person. For all options, fare difference may apply.

If you've booked through a travel agent, the new flexibility options will apply to existing tickets and you can continue to make changes through your agent.

Change your flight
Cancel your flight

If your New Zealand domestic flight is cancelled due to alert level restrictions, 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.

Opt-in for credit 
Change your flight

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.

You can use your credit to purchase any Air New Zealand fares, including when another airline is involved. You can also use an existing credit to pay for a flight change, purchasing seats, bags or upgrading an existing booking. Any additional payment must be made using a credit card. 

Credits cannot be used for FlyNeutral contributions or to purchase other travel products such as hotels or rental cars. 

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

For New Zealand domestic travel due to depart before 31 October 2021 - we've removed change fees, so you can change the date free-of-charge (a fare difference may apply). The new flight must be from the same departure point to the same destination as the original flight.

For international travel due to depart before 28 February 2022 -  we've removed change fees, so you can change the date free-of-charge (a fare difference may apply). The new flight must be from the same departure point to the same destination as the original flight.

2. Request a credit

The following are eligible for credits as part of our COVID-19 response:

• NZ domestic flights due to depart between 11th August 2020 and 31 October 2021.
• International flights due to depart before 28 February 2022.

If you received a credit prior to 1 July 2021 you will have until 30 June 2022 to book new flights. For credits received after 1 July 2021 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. Opt-in for credit here. 

All travel must be completed within a year from the date of booking.

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.

*If your flight was cancelled, you may be eligible for a refund depending on local legislation or our COVID-19 compassionate refund policy.  Call 0800 747 800 between 8:00am and 7:00pm NZT Monday - Friday to arrange for a refund. If calling from outside New Zealand, please call +6493030117. 

Credits are linked to the booking reference on the original ticket. They are not currently linked to your Airpoints number, so they won't show when you log in. 

You can view your credit/s using the online credit tool on our credit redemption page.

For credits issued before 23rd July 2020

Depending on the details of the booking,  Airpoints Dollars™ were either returned to the Airpoints™ account they were paid from, or issued as a credit. Any Airpoints Dollars™ returned have had their expiry date extended until 30 June 2021. If the original expiry date was after 30 June 2021, the original expiry date applies.

For credits issued after 23rd July 2020  

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.