Help & support

Here's how you can change a flight, add a bag, update your booking, and more.
Get travel alerts

Be kept up to date with current travel alerts

Need to change something else?

Claim missing Airpoints Dollars™
or Status Points
Rental car
Update your rental car booking
Update your hotel booking
Children travelling alone
Update contact details
Travel insurance
Make an insurance claim

Search FAQs
See answers to our most commonly asked questions
Change on the go
Manage your flight and travel plans with our app
Travel alerts
View the most up-to-date status info about our network
Book a special meal
Give us a call with selected meal code
Special assistance
Ensure your trip is comfortable & hassle-free
Request a refund
Have your booking reference handy for us

Need more help?

You can ask Oscar to:

  • "Resend my booking confirmation"
  • "Confirm my seat selection"
  • "Confirm my special meal"
  • "Confirm my baggage allowance"
  • "Check my Airpoints balance"
  • "Order a replacement Airpoints card"
  • "Confirm my special assistance"
  • "Reset my password"

And there’s plenty of more ways he can help.

Pro-tip: sign in to the website first, for the best Oscar experience. 

Ask a question

or submit a compliment or complaint

Phone bookings & enquiries

24hr freephone (calling within NZ):
0800 737 000

Calling from overseas:
+64 (0)9 357 3000

TTY assistance is available for deaf and hearing impaired via NZ Relay on 0800 4 711 711

24hr website assistance freephone (NZ):
0800 352 266

24hr Airpoints help freephone (NZ):
0800 247 764

24hr OneSmart help freephone (NZ):
0800 787 555 or +64 (0)9 377 8535

Additional phone numbers

Please have these things handy when you call our contact centre

  • Your booking reference. Where do I find this? 
  • The family name used for the original booking.
  • Your Airpoints number if you have an Airpoints related enquiry. 

Remember, you can view, change and cancel your booking online, or log into your Airpoints account to retrieve your details.

To access your booking online, it must:

  • Be electronically ticketed - paper tickets will not be accessible
  • Have 9 or fewer travellers
  • Not have been made as an international "multi-city" booking 

Contact our Special Assistance team

Call our friendly team on 0800 737 000, or for further information on how you can ensure your trip is comfortable and hassle-free find out about our special assistance options. You can also complete a MEDA form, or find out more about flying with a medical condition

Did you find this page helpful?