COVID-19 compassionate refund

Our COVID-19 refund policy allows you to apply for a one-off discretionary refund on compassionate grounds.

You can request a COVID-19 compassionate refund if one of the following applies:

  • You can no longer travel due to ill health on advice from your doctor. For example, a high risk or immunocompromised medical condition recently diagnosed since booking your flights and your doctor has advised you not to fly within the next 12 months. Supporting documentation will be required. Pre-existing conditions will not be considered.
  • You are suffering financial hardship as a result of COVID-19. For example, loss of employment (supporting documentation may be required)

If you meet this criteria, call us on 0800 747 800 between 8:00am and 7:00pm NZT Monday - Friday to request for a COVID-19 compassionate refund. If calling from outside New Zealand, please call +6493030117.