We're here to help

COVID-19 travel information

Care for all our customers is a priority and we appreciate your patience and support during this difficult time.


Redeeming your credit

Requested credit and ready to book? See your credit redemption options.
Learn more

COVID-19 hub

Please visit our COVID-19 hub for the latest FAQs and travel information.
Visit COVID-19 hub

Up-to-date travel alerts

Keep updated with the latest travel alerts.
View travel alerts

Manage your booking online

You may be able to make changes to your booking online.
Manage flights

Manage your flight booking

If your Air New Zealand flight is disrupted, you might be able to switch to an alternative.

You can often update your flight details online. 

  • 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

All you need is your six character booking reference. (Air New Zealand reference numbers end in "H".)

Message us

We are currently experiencing a high volume of calls and messages.

It may take a little longer than usual to get back to you. To save you waiting, our COVID-19 Information Hub or Oscar the chatbot may be able to assist. Thank you for your patience.

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

Facebook Messenger

Message us on the go, 24/7.
Message us


On WhatsApp? Message us 24/7.
Message us


DM or tweet us, 24/7.
DM us

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.