Credit and refund information

When paying for new flights with a credit, you can pay any outstanding amount using your credit card. You can also use multiple credits to make a new booking.

Airpoints Dollars cannot be used in combination with a credit at this time.  

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 use your credit to purchase any Air New Zealand fares, including when another airline is involved. Any additional payment must be made using a credit card.  

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

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.

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 are working on a credit solution for flights booked through travel agents. We know that this delay is frustrating and appreciate your patience. 

Your travel agent will contact you directly when your credit is available. 

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 travel due to depart before 30 June 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 31 December 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.

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 30 June 2021.
• International flights due to depart before 30 June 2021.

We can hold your fare in credit until 30 June 2022. 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.

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 compassionate refund policy. If eligible, you can arrange a refund by calling our calling our Contact Centre on 0800 747 800 between 8:00am and 7:00pm NZT Monday - Friday or by emailing covidrefunds@airnz.co.nz.

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. 

For tax reasons, we cannot transfer your credit to Airpoints Dollars.

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.

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.