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 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.

New Zealand Domestic flights booked to travel between 11th August and 31 March 2021 can opt-in for a credit. 

If you hold a booking/s for international flights booked to travel before 31 March 2021 you are also 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.

The deadline to opt-in for credit for domestic flights booked to travel between 24 January and 30 June 2020 has now passed.

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 booked to fly before 31 March 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 up to 31 March 2021 - you can make one change to your existing booking by calling our Contact Centre and we'll waive the change fee and service fee, however, a fare difference may apply.

2. Request a credit

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

• New Zealand domestic flights booked to travel between 11th August and 31 March 2021.
• International flights booked to travel before 31 March 2021

We can hold your fare in credit until 31 December 2021  (or for 12 months from the time of issue - whichever is later). You don't have to travel by that date, you just need to have the new flights booked. Opt-in for credit here. 

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

The deadline to opt-in for credit for domestic flights booked to travel between 24 January and 30 June 2020 has now passed.

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 by calling our Contact Centre.  If you purchased a non-refundable ticket, it remains non-refundable, unless required by local legislation*.

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. If eligible, you can arrange a refund by calling our Contact Centre.

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.

Check your booking status

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.

View your credit balance

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.

We have extended credit validity until 31 December 2021 (or for 12 months from the time of opt-in, whichever is later).

This includes:

• New Zealand domestic flights booked to travel between 11th August and 31 March 2021.
• International flights booked to travel between 24 January and 31 March 2021.
• New Zealand domestic flights booked to travel between 24 January and 30 June 2020.

You will then 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.

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.

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 are want to use your credit to book new flights, 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, 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 holder of the credit and is responsible for making changes to the booking. 

The credit holder can use their credit to purchase flights for other people if they wish.

If numerous people were booked under the original booking, the affected parties should contact the credit holder 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, until it is used, in whole or in part. Once any portion of a credit is used, any credit remaining will be considered non-refundable and will not be refunded.

If you use a credit to purchase a refundable fare, any refund claimed will be returned to the form of payment used to purchase that refundable fare. Any portion paid using a credit will be returned to you as a credit and be available to be used for as long as the credit remains valid.

For credits issued before 23rd July 2020
Depending on the details of the booking, Airpoints Dollars™ will either be returned to the Airpoints account they were originally paid from, or issued as a credit.

For credits issued after 23rd July 2020
Bookings paid in full or in part with Airpoints Dollars™ will be issued as a credit.

 Any Airpoints Dollars associated with a credited booking that are returned will be returned to the Airpoints account 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.