Claim missing Airpoints™

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

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.

Keep your boarding pass and e-ticket number until you receive your missing Airpoints.

For more information, see our Airpoints terms and conditions.


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 select 'Claim missing Airpoints' to submit your claim online.

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

If you flew with a Star Alliance or partner airline, a copy of your boarding pass or your 13-digit e-ticket number would be very helpful.

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 or hotel stay.

If your expected Airpoints Dollars don't appear in your account, you can make a claim up to six months later. Just complete a Missing Airpoints Claim form. Include any supporting documents to help us verify your claim with the relevant hotel or rental car company.

See more about Airpoints hotels and rental car partners.

Airpoints-earning credit cards

We add the Airpoints Dollars and Status Points from your Airpoints earning credit 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 retail 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.