Claim missing Airpoints™

Are you missing Airpoints Dollars™ or Status Points? Let us know, and we'll sort it out.

Claiming missing Airpoints during Alert Levels

We will continue to process missing Airpoints claims however there may be a delay in processing time. Please check that you're eligible to claim. Thanks for your patience.

If you're missing Airpoints with our partners and the usual claim process is unavailable please refer to the 'contact us' page on the partner's website.

Remember, we can only process your claim if:

  • You've completed your travel at least:
    • 72 hours ago if on an Air New Zealand flight
    • 14 days ago if on a Partner airline flight
  • Your flight was in the last six months
  • Your flight or seating product purchase 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 joining Airpoints
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How long should you wait before claiming?

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 rewards are still being processed.

Airpoints Dollars and Status Points from Air New Zealand flights can take several days to appear in your account. Airpoints Dollars and Status Points from partner airlines, Airpoints Partners and Airpoints earning credit cards can take longer. We suggest waiting three-four weeks before lodging your claim.

You can make a claim up to six months after your flight or purchase, if you were an Airpoints member at the time of travel or purchase.

Do you need to claim?

Check your Airpoints Statement online before you claim, to make sure your Airpoints Dollars or Status Points haven't already been credited.

You can check your Airpoints Statement in your Airpoints online account, or in your Air NZ mobile app via the 'Airpoints' tab and visiting 'Latest activity'.

Flights

We can usually help if you flew with us, our Star Alliance partners, or one of our other partner airlines. Just log in to your Airpoints account and make an online claim.

You'll need your 13-digit e-ticket number to make a claim. Your e-ticket number is found in your booking confirmation email. Keep your e-ticket number and boarding pass until you receive your missing Airpoints rewards.

Find out more about earning Airpoints rewards when you fly.

Hotels or rental cars

We add these Airpoints Dollars to your account at the end of each month, once you've completed your rental car hire or hotel stay. But it can sometimes take up to six weeks for all eligible claims to show.

If six weeks have passed and you are still missing Airpoints Dollars, you can make a claim up to six months later. Please forward your booking confirmation email to missingairpointsclaims@airnz.co.nz. Please also include any supporting documents to help us verify your claim with the relevant hotel or rental car company.

If you do not have your rental or hotel booking confirmation email, please include your invoice or receipt instead.

See more about earning with hotels and rental car partners.

Airpoints earning credit cards

We add the Airpoints Dollars and Status Points from your Airpoints earning credit card, debit card or OneSmart card to your account each month, on your card's statement date. If you're not sure when that is, your bank can help.

Your Airpoints Dollars and Status Points might miss your monthly statement. In that case they should appear on your next month's statement. If they don't, call us on 0800 247 764 and have your card statement handy. 

Airpoints Partners

You'll see Airpoints Dollars earned on eligible purchases from our Airpoints Partners awarded to your account within one month.

Still haven't received them, or forgot to scan your card? Please contact the Airpoints Partner directly with your receipt in-case a proof of purchase is required. They each have their own process and purchase terms to get you your Airpoints Dollars.

For future purchases, please ask when your Airpoints Dollars will be awarded at the time of making your purchase.

Airpoints Mall

The Airpoints Dollars you earn from shopping online through the Airpoints Mall usually come through within seven working days. If they haven't, sign in to your Airpoints account at the Airpoints Mall. They have a simple claims form you can complete online.

Airpoints temporary membership card

If you have an Airpoints temporary membership card please link it to your new Airpoints account to add any previously earned Airpoints Dollars and continue earning.