Email and internet safety

Air New Zealand's position on unsolicited email (SPAM)

Email marketing is an important way for Air New Zealand to keep in touch with our customers. A key part of this marketing program is the concept of permission - that you have given permission for us to contact you via email - and therefore, by definition, our emails cannot be SPAM.

If you are a member of Air New Zealand Airpoints™ or have signed up to receive Special Offers, you will be familiar with the fare promotions and competition offers we regularly send. In all of these emails we clearly identify that you have received the email because you have subscribed - and give clear directions to how you may remove yourself from the mailing list (commonly referred to as unsubscribing).

As one of the leading email marketing programmes in New Zealand we take a great deal of care to adopt or exceed best practice in this medium. We strictly adhere to the code of practice adopted by the eMarketing network of the Marketing Association of which we are a member.

We also take care to adhere to the various legislative requirements in other countries, most notably the CAN-SPAM act in the USA as well as anti-SPAM legislation in both Australia and the European Union.

If you are not an Airpoints member or a subscriber to our Special Offers but have received an email from us recently, you may have been nominated by a friend for entry into one of our online competitions. As we strictly enforce a policy of permission we would have only sent you an invitation at the request of your friend. If you choose not to take up the invitation we will not permanently store your contact details - in fact they are routinely deleted at the end of each promotion period.

If you have any questions about your privacy please view our privacy statement.

SPAM filtering



Personally identifiable information

Phishing (pronounced "fishing")

Email whitelisting & junk mail settings

Outlook 2003


SPAM filtering

As email marketing is an important way to talk to valued customers, Air New Zealand and its agencies rigorously test email campaigns to ensure that our messages are getting through to you.

From time to time emails may be blocked by anti-spam filtering software in a number of places. Firstly if you receive our emails at work your company firewall or mail server may affect their delivery, appearance or in rare circumstances their behaviour. Secondly if you run any form of anti-SPAM software on your PC this may also block our emails from getting through.

If you would like to ensure that you are receiving our emails, please refer to the section below on "whitelisting" as a guide.


Air New Zealand does not condone the use of spyware in any form, nor do we knowingly do business with companies that use or produce spyware.

Spyware may be defined as:
"A technology that assists in gathering information about a person or organization without their knowledge. On the Internet, spyware is software that is put in someone's computer to secretly gather information about the user and relay it to advertisers or other interested parties."

Our email marketing programme is based on the concept of permission and therefore spyware is fundamentally at odds with the trusting relationship we value with our customers.

There is much confusion about what web technologies constitute "spyware".

While we use tracking technologies that make use of the much maligned "cookie" technology, this is never used to store personally identifiable information.


A cookie is a small text file that is written to your web browser cache; as such it is harmless in the sense that it cannot gather further information about you or your web surfing habits over time. It may be read back from your browser cache (but only by the domain that wrote it in the first place) to see if you have opened an email, or clicked on a banner, but its contents never identify you as an individual. Unlike many real spyware programmes, a cookie is easy to delete should you feel that necessary.

For more information about our use of cookies to determine the effectiveness of our email marketing programmes and to improve our customer's web experience please see our privacy statement or information is available on our partner DoubleClick's site.

Personally identifiable information

From time to time you may be asked to enter personal details as part of the entry criteria for an online competition. As part of protecting your privacy we will ask you to do this each time - regardless of whether we already know who you are from previous communications (to prevent any potential breech of your privacy rights we do not pre-populate data fields).

Any personally identifiable information gathered by Air New Zealand is for the purposes of competition entry, unless you subscribe to our Special Offers programme while completing the competition entry. In this case, if we don't already have permission to send you email promotions, we well send you a text email asking you to confirm your subscription. This is known as "double opt-in" and we consider it best practice to protect the privacy of any potential subscriber to our email marketing programmes.

Any website that gathers personally identifiable information as part of our electronic marketing activity will be secured by Secure Socket Layer technology. SSL uses 128-bit encryption to protect your data - this is the same encryption technology that your bank uses to protect your transactions when you log into their internet banking services.

There are three key indicators that a site is protected by SSL; the address is prefixed by https; a lock icon will appear on the bottom of your active browser window; you may view a certificate issued to the site by a third-party.

You may verify that the page is correctly certified by an independent third-party in Internet Explorer by right-clicking and selecting "properties" from the drop down menu. You may then select "certificates" to view the security certificate assigned to the site. Please note that this will differ for other browsers such as Mozilla/Firefox or on different computing platforms such as Apple or other Linux/Unix operating systems. For more information about https or SSL please visit our certificate provider Thawte.

Phishing (pronounced "fishing")

Phishing is the practice of attempting to acquire an individuals authentication credentials (login name or passwords) through fraudulent or deceptive means in an online environment. While this practice is generally aimed at banks, it is worth noting that we will never ask you for any username or password combination in an email. Similarly we will not ask you for any security number used to identify you in an email or on a website. The only obvious exception is where you are required to enter combinations of these on the Air New Zealand site to log into your personal page under Online Services.

If you receive an email asking you for any of these details please keep it and contact customer services immediately on 0800 737 000.

Email whitelisting & junk mail settings

Despite our best efforts we cannot always guarantee that you will receive our communications due to the changing nature of email delivery systems. To ensure that you receive your Air New Zealand emails you can add our sending domain to a "whitelist" (or list of trusted senders) within your email application or at your ISP. This means that when we send you an email it will automatically come into your inbox and not be flagged as Junk Mail.

Various email applications provide for this option in different ways. We provide below examples for Microsoft Outlook 2003 (PC) and Hotmail as guides to how to do this.

Outlook 2003

It's very easy to add the domain to your safe senders list with Outlook 2003 (see figure 1 below).

  1. Select the message in your inbox and right-click
  2. Choose "Junk Mail" from the drop-down menu
  3. Choose "Add Sender's Domain ( to Safe Senders List

By default Microsoft Outlook 2003 also blocks images in HTML emails. You can add the domain to your Safe Sender List top automatically download images by following these steps.

  1. If a new email message appears in the Inbox without the images displaying correctly, right-click on the message displayed at the top of the preview pane "Click here to download pictures. To help protect your privacy, Outlook prevented automatic download of some pictures in this message."
  2. Choose "Add the domain to Safe Senders List" from the drop-down menu that appears.
  3. The email will download all images included within it, and automatically download any images contained within future emails from the domain.


The very popular free web mail application Hotmail also allow for Junk Mail filtering to help prevent high levels of SPAM reaching its users. To add the domain to your Hotmail account settings follow the instructions below.

  1. Log in from the Hotmail homepage
  2. Click on the Options link to the top right (near the Help link)
  3. Choose Mail from the navigation on the left hand side
  4. Click on Junk E-mail Protection.
  5. Click on the Safe List link.
  6. Type the domain name in the field and click Add (note that the domain does not require any "www" prefix as this is only used to address websites).
  7. Log out of Hotmail

Other web mail applications should have similar options to Hotmail. Check your web mail providers help documentation or contact them directly via email asking for assistance.

For more information on whitelisting or Safe Sender Lists please refer to your email application's help section or contact your ISP about whitelisting domains prior to delivery to your inbox.