Credit and refund information

There are no change fees for NZ domestic or international travel if you booked a flexi fare, and if you make changes before the day of your flight.

You can find the full details of your fare type on our fare rules page. Your fare type is noted on the receipt page of your E-ticket. 

Passengers travelling to and from China, Taiwan, Hong Kong, Japan, Apia, Fiji and Tonga can defer or bring forward travel without change fees for travel up to and including 31 October 2022.

Note that a fare difference may apply.

We will inform you about options in the event of flight changes or cancellations. Please ensure that your contact information is up to date. You may be eligible for credit if Air New Zealand cancels your flight. Refer to our Conditions of Carriage for more information.

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.

If you have not received notification that your credit has been processed, please note that our Team is currently working on resolving this. We will be in touch soon with a new booking reference. If you need to use your credit urgently, please call our Contact Centre.

If you booked with a travel agent or third party, you'll need to contact them about your credit.

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.

To use credit from a group booking, please contact our specialised team of Group Co-ordinators who will help you to use your credit towards a future group booking.

• If your group is departing New Zealand, email New Zealand Group team
• If your group is departing Australia, email Australia Group team
• If your group is departing USA or Canada, phone 1 800 262 1243

If you have an existing group booking, you'll be able to find our contact number on the booking confirmation email sent to the supplied email address when the booking was made.

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.

If you've tried and are unable to contact the travel agency you booked with, we may be able to help you, but please note this may take some time.

• For travel agency bookings made in Australia, please use this form.  
• For travel agency bookings made in New Zealand, please use this form.

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.

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:

Change your flight

There are no change fees for NZ domestic or international travel if you booked a flexi fare, and if you make changes before the day of your flight. Change your flight. Note that a fare difference may apply.

Cancel your booking

You can cancel your booking and request a refund, either in full or with a penalty, if you purchased a fare that permits a refund. If you purchased a non-refundable ticket, it remains non-refundable (unless required by local law).

If you have a non-refundable ticket and you may be eligible for a refund under local law, you can request a refund through our Refund Request Form.

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