Credit and refund information

Our online credit tool for New Zealand customers is now live!

Thank you

COVID-19 has created an unprecedented disruption to our business, and we've been working hard to adapt our systems to cope. We appreciate your understanding and patience as we navigate these exceptional times alongside New Zealand and the rest of the world.

We can only process credit and refund requests if you booked directly with us, either online or through our Contact Centre. If you booked through a travel agent, including a third party website, please talk with them directly.


Credits

Our online credit tool is now live and ready to use for most customers, with further development coming soon. In the meantime, we will continue to provide temporary solutions to help customers view and redeem their credits. 

Credit opt-in for international flights has been  extended. Customers can now opt-in for a credit for international flights booked to travel before 31 December 2020.

Credit validity has been extended. We have extended all credits to be valid to book travel until 31 December 2021.

Important credit information

We are offering customers credit for COVID-19-affected flights so they can travel at a later date.

Eligibility
The following are eligible for credits as part of our COVID-19 response:

  • Domestic flights booked to travel between 24 January and 30 June 2020.
  • International flights booked to travel between 24 January and 31 December 2020.

Conditions
The following conditions apply to these credits:

  • You must opt-in for a credit before the original flight date
  • You must redeem the credit by booking new flights by 31 December 2021
  • You will have 12 months to complete your travel from the time you make the booking
  • Your credit is not restricted to the same route or type of journey that was originally booked
  • You can use your credit to purchase flights for yourself, or someone else
  • You can redeem the credit against any flights available for purchase by the general public via the Air New Zealand website. If the new flight is more than your credit value, any additional payment must be made using a credit card. A credit card fee will not be charged.
  • All credits retain the original refund rules of the tickets placed in credit. If your original ticket was refundable, your credit is also refundable until it is used in whole or part. Once any portion of a credit is used, any credit remaining will be considered non-refundable and will not be refunded.
  • If you use a credit to purchase a refundable fare, any refund claimed will be returned to the form of payment used to purchase that refundable fare. Any portion paid using a credit will be returned to you as a credit and be available to be used for as long as the credit remains valid.
  • Airpoints Dollars™ associated with credits issued before 23rd July 2020 will either be returned to the Airpoints account they were originally paid from or issued as a credit, depending on the booking details. All credits issued after 23rd July 2020 for bookings paid in full or in part with Airpoints Dollars™ will be issued as a credit.
  • Any Airpoints Dollars™ used to pay for the original booking that have been returned to the account that may have since expired or will soon expire will have their expiry date extended until 30 June 2021. If the original expiry date of the returned Airpoints Dollars was after 30 June 2021, the original expiry date will apply.

Please note that while the online confirmation message currently states a date 350 days from the day you requested your credit, we have extended all credits to be valid for booking until the 31 December 2021.

Use your credit

We have a number of options to help you use your credit.

Check your credit balance

You can now check the balance of most credits in our online credit tool.

Our chatbot, Oscar, can also help! Just ask "What is my credit balance?" and he will do his best to retrieve it for you. You will need your booking reference number and the email address used on the booking.

Refunds

Eligibility
Fares are only refundable if this was specified in the original conditions of your fare or if local legislation requires a refund when a flight is cancelled by the operating airline. 

You can find your fare type on the receipt page of your E-ticket. See our fare rules for full details of your fare conditions, including if your fare type is refundable.

We have set out below some examples of local legislation that may apply to an eligible flight cancelled by Air New Zealand:

  • US refund laws apply to flights to/from/within and via the US, regardless of country of residence or purchase.
  • Regulation 261/2004 applies to flights departing the EU or UK on any airline, and flights arriving in the EU or UK operated by a European Carrier.  The regulation gives passengers the option of requesting a refund, regardless of the country of residence or purchase.
  • A refund may also be available in the following jurisdictions, provided that the passenger is resident in the applicable jurisdiction and the travel commences or ends in that jurisdiction:
    • South Korea
    • Argentina
    • Brazil
    • Taipei
    • Mainland China

Arrange a refund
You can arrange a refund by calling our Contact Centre on 0800 737 000. We are experiencing a large number of calls, so please delay your call if you can.


Other travel products

Our partners provide other travel products both within our online booking service and via standalone websites. While we can't give you a credit on their behalf, you can contact them directly and they will be able to offer support based on their individual policies, as well as the conditions of your booking.

You can find more information about how our travel partners are assisting with cancelled travel plans below:

Travel Insurance - Cover-More

Rental cars - Avis, Budget and Apex

Hotels - powered by Expedia

Taxis or airport transfers

Campervans – powered by Motorhome Republic

Activities and Attractions – powered by Bookme


FAQs

Redeeming a credit

How do I use my credit?

I can't access the credit tool - how can I use my credit?

My credit is not enough to cover the new flights I want to book - what are my options?

How can I combine multiple credits to make a new booking?

Do I need to spend my credit all at once?

I received an email saying my credit has been redeemed, but I have no knowledge of this. What do I do?

My credit is from a group booking - how can I use it?

Understanding or viewing a credit

What is a credit and what does it include?

Who can use a credit?

How can I view my credit?

I'm logged into my Airpoints account but I can't see my credits - where are they?

How long will my credit be valid for?

What can I use my credit for? Can I use it to book a hotel?

My original booking was for an international flight/s - can I use my credit for domestic flights?

Can my credit or new ticket be refunded?

Can I use credit to book a refundable fare?

My travel has been held in credit can I go straight to the airport and travel out?

Arranging a credit

Are my flights eligible for a credit?

How do I request a credit?

I don’t want to travel anymore, what are my options?

I’ve booked through a travel agent, when will I hear about my credit?

Airpoints

I paid for my booking with Airpoints Dollars – what happens now?

Who will the Airpoints Dollars be credited to?

Will my credited Airpoints Dollars expire?

Can I transfer other credits to Airpoints Dollars?

Will I earn Airpoints Dollars and Status points when I use my credit?