COVID-19 FAQs

For everyone's wellbeing and to reduce contact, we 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.

Airports will only allow those travelling to enter their terminals. At airports where kiosk check-in is offered, we're blocking off some kiosks to prevent crowding. We have reviewed our cleaning specifications to ensure high touch areas are constantly being cleaned. At airports, floor markers will be used where queues normally form, including when boarding your flight and we ask for your support in using these.

As part of planning your journey, we also recommend visiting the website for your departure airport for further information.

On our domestic services, we are working to support government guidance around social distancing by allocating seating to allow an empty seat between customers travelling alone. We recognise there will be a need to keep families and some travelling companions together and so you may notice some people sitting together with no additional space. We also ask that customers follow crew instructions when on board our aircraft.

When travelling internationally, we will be endeavouring to provide additional space for customers throughout the aircraft where 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.

To assist a robust contact tracing 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. 

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.

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.

Please ensure you have the right to transit through all countries on your itinerary.

You must meet the following public health criteria, and will be questioned before travelling:

• Are not diagnosed with COVID-19 (or have been declared as recovered by a medical doctor)
• Do not have symptoms consistent with COVID-19
• Are not awaiting results for COVID19 testing
• Are not a close contact of a suspected/probable/confirmed case of COVID-19, and
• Have not travelled internationally within the last 14 days

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.

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.

We have been working hard to further add to our domestic schedule and we're pleased to announce that progressively from Thursday 14 May we'll be flying additional routes.

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.

Yes, for everyone's wellbeing and to reduce contact, we 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.

Yes, we'll rebook you on a domestic flight that is operating under our reduced schedule and reissue your existing ticket for that flight. Alternatively, you can choose to purchase a new ticket by booking online or through our Contact Centre.

We’re offering customers with flights before 30 June a credit. You will have until June 2021 to redeem this and rebook your flight/s. You will have 12 months to complete your travel from the time you make the booking. Find out more and request your credit here.

In the coming weeks we will be operating a limited number of flights a day using our A320 jet aircraft, as well as our ATR and Q300 turboprop aircraft.

Even with the reduced schedule we are committed to providing additional space for all customers on domestic services. 

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.

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. 

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.

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.

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

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.

The New Zealand government recommends that everyone travelling in New Zealand should consider returning home as soon as they are able to. Please see here for further information.

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.

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.

At Level 2, we are permitting essential unaccompanied minor travel within New Zealand to provide support for shared custody arrangements for families, displaced children needing to return to their primary carer and children returning to schools or care facilities. There are some conditions to consider prior to booking such as the time of day children should travel and single sector journeys only will be permitted. To see if your child's travel meets our conditions please call our Contact Centre on 0800 737 000.

You can choose to either hold the ticket in credit or request a full refund. If you have booked directly with us please go to manage bookings to request a credit.

If you have booked through a travel agent, please make this request through them.

We understand your pet is a valued part of your family. For more certainty, we strongly recommend you use an approved pet transporter when planning your travel while we're at Alert Level 2. Alternatively, we will be accepting a limited number of pets as part of checked baggage based on available space, on the day of travel. This means there would be a risk that you and your pet may need to travel on an alternative flight. Please also bear in mind that 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.

Our priority remains to be the carriage of essential cargo while New Zealand is at Alert Level 2.  For a list of our approved pet transporters, please check here, or see here for details on travelling with pets.

We know how important your daily coffee is! New Zealand Domestic and Regional Lounges are now open 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.

You'll notice some differences while we follow New Zealand government rules for cafes and restaurants operating in Alert Level 2. We will be allowing a maximum of 100 customers in our Domestic Lounges at one time. We ask you to follow signage on tables and seats to allow for social distancing and there will be no self-service buffet available.  Initially, we will have packaged snacks available along with our organic fair trade Hummingbird coffee and a range of teas and other non-alcoholic beverages. We'll keep you updated with any changes as they happen.

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.

With current restrictions, we are unable to offer our Fast Bag product. Please visit our website for all you need to know about baggage.

Many airports now have self-service bag drops. Hand held bag scanners will be cleaned regularly to ensure good hygiene standards are met. To help prevent congestion on board our aircraft we remind customers to check their carry-on bag entitlement here. Please be mindful of maintaining social distancing when collecting checked bags from the carousel. For more information, we also recommend visiting the website for your arrival airport.

You'll continue to receive the warm Air New Zealand welcome on board you've come to expect from our crew but for now, we won't be offering drinks, snacks, or lollies to customers. Water will still be available. We're conscious that while New Zealand is at Alert Level 2 we still need to minimise contact between customers and our crew.

With current restrictions, we are unable to serve our much loved Koru Hour wine and cheese offering however, we'll be reintroducing tea, coffee and a snack on board all flights for you to enjoy.

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.

• Transit New Zealand
• Transit Australia

At Alert Level 3, foreign nationals and New Zealand passport holders who normally live overseas can take New Zealand domestic flights to connect with an international flight. The purpose of travel is for customers repatriating to their country of permanent residence.