Cancellations and delays

We're very sorry if flight changes are affecting your travel plans. We'll do everything we can to get you where you need to be as quickly as possible.

Flight change? 

Review your flight options and make any changes to your booking online.

What about my other travel plans?

A change to your flight times can affect your other travel bookings. The earlier you can update them the better.

Connecting flights

If you have a connecting flight on the same ticket, we'll do our best to make things work. That may be switching to a different flight. Keep an eye on the Air NZ mobile app.

If your connecting flight is on another airline and a different ticket, please contact the airline to see what they can do. 


Insurance, hotels, transport and activities

If a flight delay is impacting your arrival date or time, please update your travel extras.

If you booked with Air New Zealand, you can do it all online. Please see below.

If you’ve booked your travel extras through a travel agent, they can help.

If you booked your travel yourself, please contact the providers directly.

Tip: Keep hold of any receipts. They'll help if you need to claim insurance

What you can do now

We understand that changes to your flights can have a big impact on your travel. It can be frustrating, but we’re here to help.

This checklist is a start. Use it to help stay in control, and to keep your travel plans on track.

Sorting out a new flight

  • If your flight is delayed, there may be alternative flights that could work better for you, depending on your fare type. You can check your options online.
  • If we've booked you on a different flight it will be the first available flight to get you to your destination as quickly as possible.
  • If the new flight works with your plans, please confirm your seat online. We'll email you a new flight itinerary and eTicket. 
  • If the new flight doesn't suit, you can see your other options online and you may be able to switch to a different flight. 
  • We'll re-book any connecting flights on the same ticketed journey. 
  • If you requested a special meal and your new flight departs within 24 hours, please contact us. We'll try our best to get this on your new flight.
  • If you paid for a prepaid extra bag or seat select, it may not be available on your new flight. Check your new flight information. If you're no longer able to get an extra bag, or your selected seat, we can give you a refund for those services. 

During your trip

After your trip 

Frequently asked questions

Sometimes flights are cancelled because of bad weather or events out of our control. If this is happening to you, we’re very sorry. We know it can be an enormous disruption for your travel plans.

Unfortunately, everyone at the airport will be equally affected. We’ll be doing our best to get you where you need to be.

We’ll try to get you on the next available flight. If your new flight doesn’t work for you, you can manage your booking online to see what options are available for you.

If you can’t make changes to your booking online, you can call us. If you’re already at the airport you can see the team at the Air New Zealand counter. Please have your booking reference ready.

Keep up to date with your flight on the go:

We'll do our best to have your baggage waiting for you at your final destination. In some cases, your bags may arrive after you do.

If your baggage doesn't arrive when you do, please complete a baggage claim form at the baggage services office on arrival

If you booked the flight through Air New Zealand:

If you booked through a travel agent

  • Your agent is the best person to contact
  • Many travel agencies have after hours emergency services if required
  • Check your itinerary for their contact details

If you booked your flights direct with the other airline separately:

  • Unfortunately we can’t access their systems
  • Please contact them as soon as you can
  • They may be able to switch you to a different flight

If you need to book a new flight for any reason, keep your receipts and boarding passes. You may be able to claim the cost on your travel insurance.

The New Zealand Ministry of Foreign Affairs and Trade issues travel advisories at You can check the countries and regions you’re visiting.

  • Sign up for email alerts for any and all countries and regions around the world.
  • Register your travel plans so local embassies and consulates can find and help you in an emergency.

If your flight has a serious disruption that leaves you out of pocket, you may be able to claim emergency expenses.

These are usually made at your airport, before you depart. Every airport has a slightly different approach, so please check their expenses reimbursement policy.