Credit and refund information

COVID-19 has created an unprecedented disruption to our business, and we are working hard to adapt our systems and do our best for our customers.

Our online credit platform is being built at pace. In the meantime, customers can call our Contact Centre to redeem their credits and refunds. We will be contacting customers in the coming weeks to communicate their credit balance. We appreciate your understanding and patience as we navigate these exceptional times.

We are only able to process credit and refund requests if you booked directly with us, either online or through our Contact Centre. If you booked through a travel agent, including a third party website, please talk with them directly about credits and refunds.

Refunds

Eligibility
Fares are only refundable if this was specified in the original conditions of your fare or if local legislation requires a refund when a flight is cancelled by the operating airline. 

You can find your fare type on the receipt page of your E-ticket. See our fare rules for full details of your fare conditions, including if your fare type is refundable.

We have set out below some examples of local legislation that may apply to an eligible flight cancelled by Air New Zealand:

  • US refund laws apply to flights to/from/within and via the US, regardless of country of residence or purchase.
  • Regulation 261/2004 applies to flights departing the EU or UK on any airline, and flights arriving in the EU or UK operated by a European Carrier.  The regulation gives passengers the option of requesting a refund, regardless of the country of residence or purchase.
  • A refund may also be available in the following jurisdictions, provided that the passenger is resident in the applicable jurisdiction and the travel commences or ends in that jurisdiction:
    • South Korea
    • Argentina
    • Brazil
    • Taipei
    • China

Arrange a refund
You can arrange a refund by calling our Contact Centre. We are experiencing a large number of calls, so please delay your call if you can.

Credits

We are offering customers credit for COVID-19-affected flights so they can travel at a later date.

Eligibility
The following are eligible for credits:

  • Domestic flights booked to travel between 24 January and 30 June 2020,
  • International flights booked to travel between 24 January and 31 August 2020.

Conditions
Please note, the following conditions apply to credits:

  • You must opt-in for a credit before the original flight date
  • You must redeem the credit by booking new flights by 30 June 2021
  • You will have 12 months to complete your travel from the time you make the booking
  • Your credit is not restricted to the same route or type of journey that was originally booked
  • You can redeem the credit against any available Air New Zealand operated flight, and you will need to pay any fare difference
  • 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, even if the new fare is a flexible fare.
  • Any Airpoints Dollars™ used to pay for the original booking will be returned to the account they were paid from
  • Any Airpoints Dollars used to pay for the original booking that may have since expired or will soon expire will be held in credit and their expiry date extended until 30 June 2021. If the original expiry date of the returned Airpoints Dollars was after 30 June 2021, the original expiry date will apply.

Please note that while the online confirmation message currently states a date 350 days from the day you requested your credit, we have extended all credits to be valid until the 30 June 2021.

Arrange a credit - it's online and fast

To request a credit or to confirm your booking is held in credit please enter your booking details below:

Redeeming your credit

Requested your credit and ready to book? We are building a way for you to easily access your credit online and rebook in the future. While we are getting this ready for you, if you wish to rebook and use your credit please call our Contact Centre. We apologise for any delay in answering your call.

Other travel products

Our partners provide other travel products both within our online booking service and via standalone websites. While we can't give you a credit on their behalf, you can contact them directly and they will be able to offer support based on their individual policies, as well as the conditions of your booking.

You can find more information about how our travel partners are assisting with cancelled travel plans below:

Rental cars - Avis, Budget and Apex

Campervans – powered by Motorhome Republic

Taxis or airport transfers

Activities and Attractions – powered by Bookme


FAQs

Arranging a credit

What is a credit and what does it include?

Are my flights eligible for a credit?

I don’t want to travel any more, what are my options?

How do I request a credit?

I can’t get in touch with my Agent. Can you help me?

Understanding or viewing a credit

How can I confirm that I have a credit?

How can I confirm the status of my current booking?

How long will my credit be valid for?

How can I view the value of my credit?

Redeeming a credit

How can I use a credit?

When can I use my credit online?

My original booking was for an international flight/s - can I use my credit for domestic flights?

I need to book new flights urgently, and I want to use my credit. What should I do?

I need to book travel for a later date, and I want to use my credit. What should I do?

What can I use my credit for? Can I use it to book a hotel?

Who can use my credit?

Can I use my credit to purchase flights for someone else?

Numerous people are booked under one booking, can they use their own credit?

I want to book a flight that’s less than the value of my credit. Can I keep the balance for my next flight?

Will my credits be combined into a single credit?

My travel has been held in credit can I go straight to the airport and travel out?

Can my credit or new ticket be refunded?

Airpoints

I paid for my booking with Airpoints Dollars – what happens now?

What happens if I paid for part of my booking with Airpoints Dollars?

Who will the Airpoints Dollars be credited to?

Will my credited Airpoints Dollars expire?

Can I transfer other credits to Airpoints Dollars?

Will I earn Airpoints Dollars and Status points when I use my credit?