COVID-19 information hub

If your flights are still available and you are choosing not to travel, you have the following options:

1. Change your flight

For domestic travel - standard change and service fees will apply, as per the conditions of your ticket.

For international travel up to 31 December 2020 - you can make one change to your existing booking and we'll waive the change fee and service fee, however, a fare difference may apply.

2. Request a credit

The deadline to opt-in for credit for domestic flights booked to travel between 24 January and 30 June 2020 has now passed.

For international travel up to 31 December 2020 - we can hold your fare in credit until 31 December 2021. You don't have to travel by that date, you just need to have the new flights booked. Opt-in for credit here. Please note, you need to opt-in before your original flight date.

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. If eligible, you can arrange a refund by calling our Contact Centre on 0800 737 000.

The online credit tool may not work for some booking numbers. There are other ways to redeem your credit, depending on when you want to fly.

Travelling in the next 21 days

You will need to call the contact centre on 0800 737 000.

Travelling more than 21 days away

You can use the Fare Hold credit redemption process to select your flights and lock in the current price.
We will then process your booking for you and send you your ticket.

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 keep track of your up-to-date credit balance using the online credit tool.