What to expect at Alert Level 2
The wellbeing of customers is our highest priority, so we have made some changes to the way we fly to help keep you safe during your journey. We encourage you to be kind to one another and have patience with other customers and our people.
Preparing for your journey
Please stay home and do not fly if you feel sick or are experiencing COVID-19 symptoms or are waiting for COVID-19 test results.
Check your contact details are up to date
It's important that we have accurate contact details attached to your booking. If you booked with us directly, please go to manage bookings to update your contact information. If you booked through a travel agent, please contact them directly.
To help reduce contact, we recommend you download our Air NZ mobile app and check in online before arriving at the airport. Online check-in is available 24 hours before your flight departs.
Allow extra time
Many flights now have more screening, so check-in may take longer than usual. That includes connections from regional airports. Make sure you arrive at the airport with plenty of time to spare.
Hand sanitiser will be available in airports and onboard our aircraft, but we encourage you to carry your own personal supply. In New Zealand, we have no official requirements for the wearing of face masks however, we recognise you may like to wear a material or a surgical mask while travelling. Please avoid other types of masks or breathing apparatus as these may not be approved for travel.
At the airport
Many airports have 'restricted' access into the terminal, so each passenger must show proof of travel to gain entry into the airport. Within the airport you will notice floor markers to support distancing. Floor markers will be used throughout the airport where queues normally form.
High touch surfaces will be cleaned regularly, and we are taking extra steps to ensure all our lounges and airports are cleaned continuously throughout the day. Hand sanitiser will also be readily available at the airport, kiosks, and service desks for both customers and staff to use as they wish.
If you do need to check in at the airport every second kiosk will be operating to maintain distancing and prevent crowding. Our friendly staff will be around to support you if you require any assistance.
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. Fast bag is unavailable during this time.
Lounges and Valet
Domestic lounges and Valet are now open. In accordance with government regulations, our self-service buffet will not be available in the lounge. However, we will have packaged snacks along with non-alcoholic beverages and our coffee station.
Passengers will now be invited to board the aircraft in zones. Floor markers will be used as a guide for queuing at a safe distance while boarding.
In the air
High touch surfaces will be cleaned regularly, and all our aircraft will be cleaned continuously throughout the day. Hand sanitiser will also be readily available on our aircraft for both customers and crew.
We'll allocate seating to allow an empty seat between customers travelling alone. We'll do our best to keep families and some travelling companions together, so you may notice some people sitting together with no additional space.
Water will be available on board, but we won't be offering other drinks, snacks, or lollies to customers, as we need to minimise contact between our crew and passengers in Alert Level 2.
When you land
Travellers will exit through the front door. You will be asked to leave the aircraft row by row and remain seated until those in front have moved towards the exit. You may get up to remove your luggage from the overhead locker once the area is clear.
Every airport has its own contact tracing process. This may include providing your contact details to a security person as you disembark the aircraft. Please make sure your contact details are up to date on your booking and comply with requests from airport staff.
Collecting your bags
Please be mindful of maintaining physical distancing when collecting checked bags from the carousel. Use the floor markers as a guide for safe queuing.