What are you doing to continue to support social distancing and hygiene practices?
Alert Level 1 means we can operate our aircraft to capacity and social distancing is no longer required on our aircraft or at airports.
We will continue to be vigilant with frequent cleaning of high-touch points as well as any surface, which appears to have been contaminated by coughing/sneezing, as quickly as possible.
When travelling internationally, we will still endeavour to provide additional space for customers throughout the aircraft wherever possible. Information provided to us from the International Air Transport Association (IATA) states that based on information they have analysed, the risk of transmission of COVID-19 from one customer to another on board is very low. They see possible reasons as being that customers sit facing forward and not toward each other, seat backs provide a barrier, the use of HEPA filters and the direction of the air flow on board (from ceiling to floor), and the limited movement onboard aircraft once seated add to the onboard protection.
We continue to recommend checking-in online or via the Air New Zealand App before heading to the Airport. Online check-in is available 24 hours before the departure of your flight. You can download the App here.
What steps are you taking to enable contact tracing?
At Alert Level 1 contract tracing is still very important. To assist a robust process, it's important that we have accurate contact details recorded in your booking. If you have booked directly with us, please go to manage bookings to update your preferred contact information. If you have booked through a travel agent, please contact them directly.
What do I need to do to keep myself safe when I'm travelling?
While hand sanitiser will be available in airports and on board our aircraft, we encourage you to carry your own personal supply. If you would like to wear a facemask you are welcome to bring one for your journey. Both cloth and surgical masks are acceptable for use inflight.
Please stay home and do not fly if you feel sick or are experiencing COVID-19 symptoms.
Will I need to wear a mask in airports or on board your aircraft?
In New Zealand, we have no official requirements for the wearing of face masks. While it's not mandatory, you may see some of our crew wearing facemasks. If you would like to wear a facemask you are welcome to bring one for your journey. Both cloth and surgical masks are acceptable for use inflight.
When travelling internationally, you also may be required by local law to wear a face-covering in the airport where your trip begins, where it ends or where you connect. We recommend visiting airport websites for further information.
What else do I need to know before travel?
Please ensure you have the right to transit through all countries on your itinerary.
If you have cold or flu like symptoms you should stay at home.
These symptoms include:
- a cough
- a high temperature of at least 38°C
- shortness of breath
- sore throat
- sneezing and runny nose
- temporary loss of smell.
How will I know if I'm sitting next to someone who has travelled on an International flight?
In the interest of personal privacy, we won't be able to share this information, however, please rest assured we're doing everything possible to provide a safe level of social distancing for all our customers.
Why has my seat request been changed?
To help us support government guidance around social distancing we may have needed to change your seat allocation. We recognise that your choice of seat can be important and wherever possible we'll endeavour to provide you with a similar seat allocation. We also ask that customers follow crew instructions when on board our aircraft.
What does the new schedule look like?
Days of operation and timings will continue to be evaluated as demand for routes changes. Please continue to check our website for the most up to date availability.
Will Air New Zealand continue to provide social distancing on these flights?
Even with the reduced schedule we are committed to providing additional space for all customers on domestic services.
I have travel booked within New Zealand and don't want to travel, can I get a refund?
For travel up to 30 June, you can make one change to your existing booking and we'll waive the change fee and service fee, however fare difference may apply. Alternatively, we can hold your fare in credit until June 2021. Find out more and request your credit here.
Please note, if you purchased a non-refundable ticket, it remains non-refundable unless local legislation requires a refund to be made available.
If you have booked through a travel agent, please make this request through them.
Once the pandemic is over will you fly to Buenos Aires again?
COVID-19 continues to have a deep impact on travel and we expect it will be some time before global restrictions ease and demand returns. We will look at opportunities to regrow our international network when the time is right, but we have no plans to resume flying to Buenos Aires.
Why can't you continue to fly between Los Angeles and London until your planned exit date in October?
Government travel restrictions are likely to continue for some time and we don't expect demand for our Los Angeles-London service to recover before our planned exit in October.
What will happen to my booking for Buenos Aires/New York/Los Angeles-London?
We'll be in touch with you by email over the coming weeks to advise details of options available for you. Please delay contacting us until we have provided those details, so our teams are best able to assist you.
If you have booked through a travel agent, including an online travel agent, they will contact you directly.
Which International services will you continue to operate?
We are adjusting our international network to match demand and government travel restrictions due to the COVID-19 pandemic.
We will operate a limited international network through to 31 August 2020 to enable essential travel. Please continue to check here for the latest information as all services are subject to change as governments continue to introduce or change travel and border restrictions.
Tasman services (per week)
Auckland-Sydney: Four return services
Auckland-Brisbane: Three return services
Auckland-Melbourne: Three return services
Pacific services (per week)
Auckland-Niue: One return service (through until 31 October)
Sydney-Norfolk: One return service (through until 24 October)
Brisbane-Norfolk: One return service (through until 24 October)
There are a number of restrictions in place around passenger services to Fiji, Tonga, Samoa Rarotonga, New Caledonia and French Polynesia. Please check back here for schedule updates if these restrictions end.
Long haul services (per week) - days of the week will be updated once confirmed
Auckland-Los Angeles: Five return services
Auckland-Hong Kong: Two return services
Can a passenger connect to a New Zealand domestic flight on arrival?
No. Everyone arriving into New Zealand will now be assessed on arrival for one of the following isolation or quarantine processes:
- Customers displaying high-risk of COVID-19 will be placed in managed quarantine facilities for 14 days.
- Customers not displaying high-risk of COVID-19 will be placed in managed isolation facilities for 14 days.
All arrivals will be met at the airport by Government officials who will explain the new requirements and answer questions.
I'm a visitor to New Zealand. Do I need to return home?
I need to get to my home country and you've suspended your services there, how can you help me?
We understand customers need to return home as soon as they can. When there are no options for us to assist you, we recommend contacting your own national consulate or embassy in the country you are in. Consulates are tasked with providing diplomatic support to their own nationals. Please see here for further information.
What if I want to travel but postpone to a later date?
For international travel on Air New Zealand aircraft only, up to and including 30 June 2020, you can change your booking and we'll waive change fees, service fees, and fare difference. If your international travel is on an Air New Zealand ticket and also includes travel on another airline, any fare difference will apply. If you prefer you can hold your fare in credit.
If your travel is within New Zealand, you can make one change where we will waive the change fee and service fees; fare difference will apply. If you prefer you can hold your fare in credit.
If you booked your travel directly with us, either online or through our Contact Centre, you can manage your booking to hold your fare in credit.
Can my children travel as unaccompanied minors?
Your children can now travel unaccompanied throughout New Zealand and will receive the highest level of care from our teams. Online booking is now available for you to use.
With global travel restrictions still in place we are unfortunately still unable to accept unaccompanied minors for international travel.
My children were booked to travel internationally as unaccompanied minors, what will happen with their tickets?
Can I travel with my pet?
We understand your pet is a valued member of your family. You can now travel freely with your pet, please visit our travelling with pets page to ensure a smooth journey.
Due to cargo restraints we’re unable to accept pets as baggage on NZ595 and NZ597 from Auckland to Christchurch and NZ594 from Christchurch to Auckland which operate on Tuesdays, Thursdays and Saturdays.
Will all your Lounges be open?
We know how important your daily coffee is! New Zealand Domestic and Regional Lounges are now open and providing a full food and beverage service as follows:
- Auckland Regional (the Domestic Lounge is currently closed for refurbishment)
- Wellington Domestic (Wellington Regional will remain closed)
- Christchurch Domestic (the Fly Thru café/Koru Express remain closed)
- All other Regional Lounges will be open to accommodate each departure
- All International Lounges will remain closed at this stage.
What can I expect in the Lounges?
You can expect a warm welcome from our friendly Lounge teams. We can now provide a full food and beverage service for your enjoyment.
Will Valet parking be available?
You can now enjoy the convenience of Valet parking when travelling within New Zealand. Our friendly teams in Auckland and Christchurch will be ready and waiting to welcome you back. For now, Auckland International Valet and Wellington Airport Valet remain closed. We’ve been advised by Wellington Airport that all their other products are available for online booking and drive-up and our Elite members can also use their Elite vouchers for any of those products. We’ll update you as soon as we are in a position to reopen our Auckland International Valet. For more information, please visit Valet parking.
Can I still use the Fast Bag services on regional flights?
Will you be serving drinks and snacks on your domestic flights?
We are now offering tea, coffee and water as well as a small sweet or savoury snack.
Will I still be able to enjoy Koru Hour when I travel?
We are currently unable to serve our much loved Koru Hour wine and cheese offering however, we’ve reintroduced tea, coffee and a snack on board all flights for you to enjoy.
Can passengers transit New Zealand or Australia to get home?
The New Zealand and Australian governments are continually reviewing their transit restrictions and we strongly recommend that you check the following websites for information on whether you can transit or not. You may be required to seek advance transit approval from the relevant government. Please ensure this is done before you progress with a booking.