Need help with your Airpoints™?

You can find your Airpoints number on the Airpoints tab of the Air NZ app or at the top right of most emails sent to you by Air New Zealand or Airpoints.

You can also sign in to your Airpoints account using your username to view your Airpoints number on your profile. If you've forgotten your login details, select 'Forgot username' and follow the instructions to retrieve your username.

If you can't remember your email address, username or Airpoints number, call us for assistance on 0800 247 764 or +64 9 357 3000 if you're overseas.

If you have your Airpoints™ number, 

1. You can sign in
2. Select 'Your balances' on screen to see your Airpoints Dollars™ and Shairpoints™ balance (and much more)

You'll see your Airpoints number and profile name displayed on the top right of your browser window too.

You can also check the most recent Airpoints email you received, as your latest balance as of the send date will be shown there. 

If you think you're missing Airpoints Dollars™ or Status Points you've earned, you can claim for them, up to six months later.

Please log in to your Airpoints account, and click the "Claim missing Airpoints" tab. We'll find out what happened, and credit your Airpoints account if your claim is successful.

There are lots of ways to earn Airpoints Dollars and Status Points, and some come through later than others. It's possible your missing Airpoints Dollars and Status Points are still being processed.

Remember, we can only process your claim if:

• You've completed your flight
• Your flight was in the last six months if you are an existing Airpoints member
• Your flight was eligible to earn Airpoints Dollars and Status Points
• If it was a business flight, you were a member of Airpoints for Business when you flew
• Your flight was no more than 30 days before you joined Airpoints if you've joined recently.

Find out more about claiming missing points, and when you can expect to see them in your account.

Yes, it's possible to top up your Airpoints™ balance, by purchasing Airpoints Dollars.

Our range of Air New Zealand credit cards, issued by Kiwibank, reward you with Airpoints Dollars for your everyday spending* and also give you the ability to top up your Airpoints Dollars balance.

*Lending criteria, terms, fees and conditions apply.

Existing Air New Zealand Airpoints Credit Card customers can find instructions on how to top up here on our Airpoints top up page. There is a NZD $5 fee for topping up your balance.

To make sure the Airpoints Dollars™ you earn are automatically added to your account, the name on your Airpoints™ membership, and the name in which you book travel, should match. This should also be the same name that's on your current passport. The same applies if you are a Koru member.

What to do if you travel under a different name

If your Airpoints member name and your travel name don't match, we need to know you 'are you' before we award your Airpoints Dollars, so in that case you'll need to contact us with copies of:

• your boarding pass
• your eTicket (if you have one)
• identity verification (such as a marriage certificate)

Updating your account details

If you update your Airpoints and Koru name details, the process will all be automatic as your details will match. To update your Airpoints or Koru account name, please contact us with:

• a copy of your ID showing your previous name (marriage certificate, birth certificate, driver licence)
• a scanned copy of your passport verifying your new name

To update your date of birth in your Airpoints or Koru account, please contact us with:

• a scanned copy of your ID showing your date of birth (passport, birth certificate, driver licence)

Please also confirm your current address and how you like to be addressed (Mr, Ms, Mrs, or something else). 

Domestic travel

If you are travelling domestically (within NZ) and don't have a passport, or if your passport is still in your previous name, you can contact us with a copy of your marriage certificate, driver licence or other identification document verifying your new name and date of birth.

Your Airpoints credit card

If you are an Airpoints credit card holder, please call the issuing bank or financial institution to have the name on your account amended to match your Airpoints account name.

Call OneSmart Customer Service Centre immediately on 0800 787 555 or +64 9 377 8535. Your lost or stolen card will be cancelled and you can request to be issued with a new card. Alternatively, you can suspend your card online or via the OneSmart app.

Temporarily lock your card online:

1. Log in to OneSmart
2. Under 'Settings', select 'Card Settings'
3. Select 'Suspend card'

Or follow these steps to lock your card on the OneSmart app:

1. Once logged in, select 'Your card' 
2. Select 'Lock card' 

When you find your card, you can reactivate it and carry on spending.

If you've lost your Airpoints card, you can use the digital version of your Airpoints card in the Air NZ app. Simply tap the Airpoints logo to get there.

^{_{OneSmart is an unsecured debt security issued by EML Payment Solutions Limited (8079483) (the "Issuer"). OneSmart is not guaranteed by any person. EML is solely responsible for the repayment of your OneSmart facility. View the Product Disclosure Statement for more detail. Information has been prepared without taking into account your objectives, financial situation or needs and you should consider the appropriateness of the information about the OneSmart facility before making any decisions about whether to acquire or continue using the prepaid facility.}}

Yes, if you purchase your fare on our New Zealand or Australian websites or from our contact centre (service fees apply). But please note, you can only do this at the time your book your flight.

If you've already made a booking, you won't be able to pay for another bag with your Airpoints Dollars™, but you can pay with a credit card or a POLi payment.

If you want to add a bag to your booking, you can do so here.

We're working on our mobile booking capability, but at the moment you cannot use Airpoints Dollars for seat select.

Yes, if you're using your Airpoints Dollars™ to make a OneUp™ offer, any applicable taxes, levies or surcharges must be paid in cash. You can use a credit card or debit card for this.

You can also purchase a Star Alliance upgrade using Airpoints Dollars. See which Star Alliance booking classes are eligible for upgrade and how many Airpoints Dollars are required for a Star Alliance upgrade.

If you're an Elite member, you can request one cabin class upgrade using Airpoints Dollars at a fixed rate. See the Elite Airpoints Dollar upgrade chart.

Air New Zealand lounge passes are not available for purchase. However, Koru members do have the option to purchase a Koru Guest Card which allows the member to bring an additional guest into Air New Zealand Lounges provided that both travellers are departing on an Air New Zealand operated flight, with an Air New Zealand ticket and flight number.

Koru Guest Cards are available for set fees for 3, 6, 9 or 12 months. Visit airnewzealand.co.nz/koru for details.

Good question. Here's how to find out.

Flights

For flights with Air New Zealand and our partner airlines, use our Airpoints calculator to see what you'll earn on a specific flight.

Partners

For everyday shopping with our Airpoints partners, select the partner from our Airpoints Partner page and click through to their own Airpoints™ page. You'll see how many Airpoints Dollars you can earn when you spend with them.

Credit or debit cards

If you have an Airpoints credit or debit card, check out our comparison table; you can see your earn rates with each card.

Airpoints Mall

If you go to our Airpoints Mall you'll find your earn rate on all our international and local brands.

Travel partners

Check our travel partners page for your Airpoints Dollars earning power on hotels, rental cars, taxis, insurance, parking and more.

Credit cannot be used to make purchases at the Airpoints™ Store. See information on how you can use your credit.