We're here to help

Credit flexibility

If your plans change you can opt-in for credit for your flights, through to 31 March 2021.
Opt-in for credit now

Credit and refunds

If your travel plans are impacted by the alert level changes please opt-in for credit.
Find out more

COVID-19 information hub

Please visit our COVID-19 hub for important travel updates.
Find out more

Book with confidence

You can make changes to your bookings with no change fee for all travel up to 31 March 2021. Fare difference may apply.
Book now

Manage your flight booking

To give you full flexibility, we are waiving change fees and extending credit opt-in for flights booked to travel before 31 March 2021.

You can often make these and other changes online, all you need is your six character booking reference. (Air New Zealand reference numbers end in "H".)

  • Check to see if your booking has been held in credit
  • View, change and cancel your bookings
  • Add an extra bag or two to your baggage allowance
  • Choose your seat
  • Order or change your special meal
  • Request a copy of your electronic ticket

Message us

Please visit our COVID-19 information hub or Travel Alerts for the latest updates. If you need to contact us you can message us via one of the options below. We're available 24/7.

Have your booking reference, the family name on your original booking and Airpoints number ready.

Facebook Messenger

Message us on the go, 24/7.


On WhatsApp? Message us 24/7.


DM or tweet us, 24/7.

You can now ask Oscar to check the balance of most credits.
Just ask "What is my credit balance?" and he will do his best to retrieve it for you. You will need your booking reference and the last name on the booking.

You can also 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: For the best Oscar experience, sign in to the website first. 

Other contact options

Flight enquiries - New Zealand 0800 737 000 - Overseas +64 (0)9 357 3000.

Airpoints enquiries - New Zealand 0800 247 764.

If you have trouble hearing we can provide TTY assistance - Call 0800 4 711 711.

Special Assistance - New Zealand 0800 737 000.

More contact details - Contact directory.

Email us - For non-urgent queries, feel free to send us an email.

Some of our most common help requests

COVID-19 credits and refunds - find out how to arrange or claim your credit, or see if you're eligible for a refund.

Help with Airpoints - Find out more about spending, gifting and earning Airpoints Dollars. Check our Status tiers and Status Points requirements.

Baggage help - Find answers to all your baggage questions.

Baggage restrictions - What can't you bring on board or in your checked-in bags?

Special assistanceHow do I arrange special assistance on my flight?

Passports and visas - Do I have all the travel documents I need for my destination?

Manage your travel bookings - You can book, check and change your hotel, rental car or airport taxi transfers online.