Credit and refund information

Air New Zealand customers with travel insurance bought online in conjunction with a flight booking can contact Cover-More Travel Insurance to cancel their policies and may be eligible for a partial or full refund.

How can my insurance policy be refunded?

You will need to contact Cover-More to request a refund, even if you bought the insurance with your flight booking.

Email airnz@covermore.co.nz to request a refund.

Please include your policy numbers, and your mobile or phone number. If you are unable to e-mail, please call 0800 500 248 (note: the Cover-More contact centre is experiencing high call volumes, your patience is appreciated).

This also applies if Airpoints Dollars™ were used to pay for the insurance policy.

Is Covid-19 cover provided under the new policy?

It's important you read the policy wording carefully.

International travel insurance policies provide some medical cover, limits and exclusions apply.

All bookings made with our car rental partners through Air New Zealand include full cancellations.

Anyone who has made a car rental booking paid for with Airpoints Dollars which has been subsequently cancelled will receive a full refund.

If you need to change the dates/times or otherwise amend a car rental booking paid for with Airpoints Dollars, we recommend cancelling the original booking and making a new one. Note that refunds may take a few weeks to process. If you require assistance please email AirpointsMemberships@airnz.co.nz.

If you have an upcoming booking that you no longer require you can cancel it for any reason without penalty and any payment will be refunded in full. Please be advised that refunds make take several weeks to be reflected in your account.

To check the status or manage an existing hotel booking made through Air New Zealand, powered by Expedia click here.

Can I cancel my booking and get a refund?   

Many of Expedia's hotel partners continue to review and update their policies. Check My Trips to see if your hotel reservation qualifies for free cancellation. If it doesn't, you can still cancel, but standard cancellation policies will apply.

How to cancel your hotel:

• Try this first: Cancel online from My Trips
• Access your booking and follow the instructions to cancel your booking
• If the above gives you errors, then submit the Cancel Request Form
• Fill in this form using the itinerary number, email address and phone number from your booking
• After submitting the form the cancel request will be processed. Once complete, you will receive a confirmation email.

If you don't see an option to cancel, it might mean that your booking is either too close to check-in or is non-refundable.

Note: If your hotel stay begins within the next 24 hours, speak to the Expedia Customer Support team by calling 0800 441 951 or +64 9 913 4306.

For more information click here.

To check the status or manage an existing taxi or airport transfer booking made through Air New Zealand, click here.

Can I cancel my booking and get a refund?

We understand that plans can change. If you were logged into your Airpoints™ account when you made your booking, you can simply log in to manage your booking, otherwise, you will need to call your taxi provider directly.

For New Zealand bookings, changes and cancellations are free of charge up to 1 hour before your pick-up time, after which they are non-refundable.

For international bookings, changes and cancellations are free of charge up to 24 hours before your pick-up time, after which they are non-refundable. For changes to international bookings, please call your transfer provider or cancel your existing booking and create a new booking.

For more information click here.

To check the status or manage an existing campervan booking made through Air New Zealand, powered by Motorhome Republic click here.

What are the charges if I cancel?

The amount of the cancellation fee depends on the rental company, please see your terms and conditions regarding this. However, the deposit is nonrefundable. If any further fees apply they will be charged at cancellation.

The most efficient way to cancel your booking is to click on the modification link in your confirmation and cancel from there. Motorhome Republic will then contact the rental company on your behalf and will advise you the amount of the cancellation fee, if applicable.

For more information click here.

To check the status or manage an existing Activity or Attraction booking made through Air New Zealand, powered by Bookme click here.

I'd like to cancel and find out if I can get a refund

Step 1: You must first check your booking confirmation email for any specific terms, conditions or instructions relating to your booking. Unless your booking confirmation has specific instructions to the contrary you must contact the activity operator directly to let them know you wish to cancel and to see if this is possible within the terms of your booking - their contact details can be found on your booking confirmation email.

Step 2: Once you have completed Step 1 above you can complete your cancellation and apply for a refund by emailing info@bookme.co.nz with your booking reference number. Please include your reason for cancellation and also the person you spoke to in Step 1.

For more information click here.