We're here to help

COVID-19 information hub

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

Credit and refunds

Details on arranging a credit, using your credit, and our refund policy.
Find out more

Up-to-date travel alerts

Keep updated with the latest travel alerts.
View travel alerts

Manage your flight booking

To give you full flexibility, we are waiving change fees and extending credit opt-in for international flights due to depart before 30 June 2022.

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
  • Confirm your contact details so we can keep you updated

Facebook Messenger

Message us on the go, 24/7.

WhatsApp

On WhatsApp? Message us 24/7.

Twitter

DM or tweet us, 24/7.

Email

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

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.


Some of our most common help requests

Baggage help - Find answers to all your baggage questions.

Special assistanceHow do I arrange special assistance on my flight?

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

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