Cyber Security at Air New Zealand

Working together to stay cyber safe

Steps Air New Zealand takes to enhance cyber security:

Step 1. Using multi-factor authentication to keep your account safe

Protecting your account is essential, and we want to help you keep your information safe. One effective way to do this is by using multi-factor authentication (MFA).

  • Multi-factor authentication and how it works - MFA adds an extra layer of security by requiring something more secure than a password to access your account. It may involve a unique code sent to your phone or a one-time PIN generated through an authentication app.
    You can learn more about multi-factor authentication at Air New Zealand here: Keeping your account safe.
  • Why is it important - MFA significantly reduce the risk of potential security breaches and keep your account more secure than ever. MFA makes it hard for someone else to access your account.

Step 2. Verifying your identity when talking to Air New Zealand

If you call Air New Zealand, we will need to verify your identity in order to help you. This is another measure we take to protect you when you're engaging with Air New Zealand.

  • Verifying your identity and how it works - Verifying your identity is easy. You may be asked to answer security questions only you would know, or you might be asked to verify yourself using a one-time PIN code that will be sent to your mobile phone. For example, you might be asked to answer security questions about your Airpoints account.

    It's important that you keep your contact details up to date as we may have a hard time verifying your identity if we don't have current contact details for you.

Step 3. Important things to know

Air New Zealand will never ask you to disclose your password, except when you are signing into your account on our website or app.

  • What to do if you notice suspicious activity on your account - If you have questions or have concerns regarding the security of your account, call us anytime using the phone number provided on our Help page, or if you're calling from outside of New Zealand, find your relevant contact number here.

Top Tips for 2023 Cyber Smart Week

Online security is becoming more important than ever. While there's no bulletproof way to prevent a cyber-attack, here are some easy tips to help you keep your personal information safe and secure.

  • 1

    Recognise phishing

    Phishing is a tactic used by cybercriminals to trick people into believing something to make them divulge sensitive information or click on a malicious link.

  • 2

    Take your password security to the next level

    Bigger is better when it comes to passwords.

  • 3

    Power-up by turning on multi-factor authentication

    Keep attackers out of your online accounts.

  • 4

    Boost your privacy defence

    Switch social media settings to private to protect your personal info.

  • 5

    Safer web browsing in simple steps

    Learn how to spot and avoid unsafe and harmful websites. Know what to check for, such as what a safe URL looks like.

FAQs - signing in

Is signing in without a password still secure?

Do I still require a password for my account?

Can someone else access my account, with passwordless sign in, if they have my username?

Why can't I use my email address to sign in anymore?

Is it possible to change the username for my account?

What if I do not remember my username or Airpoints number?

FAQs - multi-factor authentication

Why do certain services or transactions require authorisation using multi-factor authentication?

Will my account be locked if I enter my verification incorrectly?   

What happens if I fail to complete the email and mobile verification process?

What happens if I do not have access to a registered mobile or email address?

Is the MFA verification process mandatory?

What if I'm traveling and don't have access to my phone?

FAQs - suspicious activity

How can I know if my account has been accessed by someone else without my consent?

What should I do if my account has been compromised?

What if I am unable to access my account?

What to do if I've been Phished?

FAQs - cyber security

How do I recognise a trusted website?

How does Air New Zealand manage personal information?