Requesting a compassionate refund

You may be eligible for a refund under the Air New Zealand compassionate policy.

Partial refund

If you've booked travel on Air New Zealand operated flights (identified by ticket number starting with '086') due to an unexpected critical medical situation or bereavement of an immediate family member, you may have paid a higher price than our Compassionate Fare. If that's the case, we may be able to give you a partial refund of the fare difference.

A partial refund may be offered where:

  • Travel was due to an unexpected critical medical or life-threatening event of an immediate family member and was booked and took place within 48 hours of the event.

OR

  • Travel was due to the bereavement of an immediate family member and was booked and took place within 7 days of the bereavement.

Please note: please submit your application for a partial refund only after your travel has been completed.

Full refund

If you no longer want to fly or are no longer able to fly due to the bereavement of an immediate family member, then you may qualify for a refund should you wish to cancel your booking.

If you hold a refundable fare and no longer want to fly or are no longer able to fly due to an unexpected critical medical situation, we may refund this for you.

Please note: your booking will be cancelled so we can process your refund.

Hold in credit

If you no longer want to fly, or are no longer able to fly due to an unexpected critical medical situation, and do not hold a refundable fare, we encourage you to contact your travel insurance provider in the first instance.

If your travel insurance provider is unable to cover the situation, you can then apply for the remaining value of the ticket to be held in credit for 12 months from the time the credit is issued. 

Please note: your booking will be cancelled so we can process your credit.