Airpoints™ member frequently asked questions

How will I get the right amount of Airpoints Dollars™ and Status Points based on my original Hong Kong - London ticketed flight?

Regardless of which flights you are re-accommodated onto we will ensure you receive the same number of Airpoints Dollars and Status Points you were entitled to from your original ticketed flight.

For example, if you are re-accommodated onto NZ1 or NZ2 between Auckland and London Heathrow via Los Angeles there is no difference in the amount of Airpoints Dollars or Status Points earned compared with travelling via Hong Kong. If you are booked onto another carrier which has lower earning rates, we will do a manual adjustment to your account after you have completed your flights to ensure your earning rates remain the same as your original Air New Zealand booking.

My Airpoints number is missing from my booking. How do I ensure I receive the Hong Kong - London Airpoints Adjustment?

If your Airpoints membership number is not in your original ticketed booking reference then you will need to claim the adjustment to Airpoints Dollars or Status Points through the Air New Zealand website. In case you need to use this process for claiming the adjustment we strongly recommend that Airpoints members retain their Air New Zealand booking reference and ticket. An Air New Zealand booking reference is a 6 character alpha-numeric reference ending in H e.g. NH6TVH. If you have booked the affected flights through a travel agent or a website other than airnewzealand.com you may have to ask the travel agent to provide the Air New Zealand booking reference directly and explain why it is necessary.

Do I receive the Hong Kong - London Adjustment if I belong to a loyalty programme of one of Air New Zealand’s partner airlines?

No, the terms and conditions of the frequent flyer programme you belong to apply.

What should I do if I didn’t receive an adjustment but I have been re-accommodated on a flight not operated by Air New Zealand?

Please claim the adjustment to Airpoints Dollars or Status Points through the Air New Zealand website. You will need to provide your Air New Zealand booking reference and ticket. An Air New Zealand booking reference is a 6 character alpha-numeric reference ending in H e.g. NH6TVH. If you booked the affected flights through a travel agent or a website other than airnewzealand.com you may have to ask the travel agent to provide the Air New Zealand booking reference directly and explain why it is necessary.

I have booked my travel but have not paid for it yet. Will I receive the Airpoints Dollars and Status Points relevant to my originally booked travel?

No. This only applies to bookings that have been paid for in full and ticketed prior to the 5 November 2012. The Airpoints and Status Points you earn for your travel will be those relevant to your new travel.

I’m an Airpoints Elite or Gold member, will I still receive my Elite or Gold benefits if I have been re-accommodated onto a Cathay flight?

Business Class customers re-booked onto Cathay Pacific services between London and Hong Kong will have access to Cathay Pacific’s business class lounges on departure.

Airpoints Elite and Gold members will also be able to access Cathay Pacific’s business class lounge in Hong Kong and London, if they have been re-accommodated onto a Cathay Pacific flight departing Hong Kong or London.

Cathay Pacific doesn’t have Premium Economy on all Hong Kong - London services. What happens if I am booked in Premium Economy?

We will re-book you into Premium Economy services on Cathay Pacific or on another airline where available.

Alternatively we will offer you re-routing on Air New Zealand’s services to London via Los Angeles. If neither of these options is acceptable or suitable, you will be offered travel in economy class with a refund of the fare difference in accordance with our terms and conditions.