Airpoints™ updates

You can earn Airpoints from most of our Airpoints partners during Alert Level 2. Airpoints partners will be operational, provided they meet operating guidelines, public health requirements, and can operate safely.

For the most part, that means you’ll be able to enter their premises again, however, some restrictions and measures remain in place like physical distancing, contact tracing registers, contactless delivery, collection, or other processes to limit physical contact and reduce the risk of transmission.

Airpoints Dollars are still able to be earned from Airpoints partners, however, in some cases orders and Airpoints Dollars may be delayed and processed once the partner's business is fully operational again. Please refer to their websites for their operational guidance during COVID-19.

Orders placed through the Airpoints Mall are made directly on the retailer's website. As our retailers cover a range of categories and some operate from overseas, retailers may be affected differently. Please sign in via the Airpoints Mall and check each retailer's website for specific information.

1. New bookings
We recommend booking a stay with free cancellation in case your plans change. As long as you cancel within the free cancellation window as stated on your booking you will receive a full refund.

2. Managing and cancelling existing accommodation bookings

For fully refundable bookings made with Air New Zealand powered by Expedia, please change or cancel your booking online as Expedia are currently experiencing high call volumes. In order to receive a refund, please ensure you cancel within the cancellation window set out in the conditions of your booking.

For non-refundable stays taking place before 31 May, you will receive an email within 14 days of your stay providing you with the opportunity to cancel for a full refund.

For stays taking place after 31 May, flexibility policies are continually being updated due to the evolving situation. If you haven't booked a fully refundable hotel room, we recommend that you wait before contacting Expedia to ensure they have the latest policy information for your travel.

Please see here for more information on managing hotel bookings. For additional help from the Expedia Customer Support team please call 0800 441 951 or +64 9 913 4306.

If you cancel or do not collect your rental car booking paid for with Airpoints Dollars, we have a full refund process in place for you.

• New Zealand: All reservations for travel from 25 March until 26 April 2020 (or until the travel restrictions are lifted) will be automatically cancelled. These bookings have been queued for refund processing. After this, we will continue to refund customers who cancel or do not otherwise collect their vehicle.
• International (including Australia): All bookings which customers cancel or otherwise do not collect their rental vehicle (i.e. a 'no show') will be added to the queue for refund processing.

Due to the current volume of requests, it may take several weeks for this to be reflected in your account. If you have still not received your refund 8 weeks after cancelling please send us an email with your Airpoints membership number.

If you wish to cancel any future bookings, please cancel online. All cancelled bookings will receive a full refund.

Partial refunds for early returns

Please send us an email with your Avis/Budget reservation number and we will look into your case for you.

The Airpoints Store has remained open throughout Alert Level 4 and 3. Courier companies have advised that the delivery of backlogged orders may take longer than normal. As New Zealand moves to lower alert levels, more of our suppliers and their couriers will be able to fulfill orders in regular timeframes.

You can still contact the Airpoints Store during the lockdown period.

We are working with our Airpoints for Schools recipients and supporting any changes to their travel plans following the impact of COVID-19. Donations can still be made via the Airpoints Store.

If the trip of the school you donated to is not able to go ahead as planned, your donation will be allocated to another school in the programme that is still able to travel, as per Airpoints for Schools terms & conditions.