We're here to help

Up-to-date travel alerts

Keep updated with the latest travel alerts.
View travel alerts

Credit flexibility

If your plans change you can opt-in for credit for your flights, through to 30 June 2021 for NZ domestic flights and 31 December 2021 for international flights.
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

Manage your flight booking

To give you full flexibility, we are waiving change fees and extending credit opt-in for NZ domestic flights due to depart before 30 June 2021 and international flights due to depart before 31 December 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.

WhatsApp

On WhatsApp? Message us 24/7.

Twitter

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 insurancehotel, rental car or airport taxi transfers online.