Email and internet safety
And of course, if you receive a suspicious email claiming to be from us, we want to know.
Managing your Air New Zealand emails
We're sorry if we've sent you an unwanted email. Fortunately, it's easy to update your email settings online.
If you're an Airpoints member, you can tell us your preferences and choose specific emails you'd like to receive. You can go online to change your opt-in preferences at any time.
If you're not an Airpoints member and would like to choose which emails you receive, join today.
Double opt-in
When you sign up for special offer emails, we use a double opt-in. It's a two-step process to confirm you want to receive emails from us. Step 1 is signing up online, and step 2 is clicking on a confirmation email from us.
You also have the option to sign up for special offers when you book a ticket online. Because booking involves confirming your identity, we don't use a double opt-in.
Suspicious emails and social media posts
Unfortunately, online fraudsters are out there. They might send you a 'phishing' email that looks like it's from Air New Zealand. They can also post social media messages pretending to be from us. Their goal is to capture your personal information or your Airpoints login details.
How to spot authentic Air New Zealand emails
Our emails come from these domains:
- @digitalcomms.airnz.co.nz
- @airnz.co.nz
- @comms.grabaseat.co.nz
- @tandemtravel.co.nz
- @survey.airnz.co.nz
- @express.medallia.com.au
- AIRNZ@mybag.aero (note: this is the SITA WorldTracer baggage email address and is related to this trusted Air New Zealand URL: https:/mybag.aero/airnz)
We usually greet you with your preferred name, for example "Kia Ora John". We use friendly language, not "Dear Valued Customer".
How to spot authentic Air New Zealand social media posts
We only post on social media using these accounts. We're certified with a blue tick next to our name in our posts.
How to spot fake messages
Fake emails can be very well done, but usually you'll notice:
- Poor spelling or grammar errors
- Poor image quality, either pixelated or badly cropped
- Deceptive subject lines
- A suspicious sender address, or social account name (look for the blue tick to know it's us)
- Pricing in the wrong currency
- Promising something too good to be true, like free flights for sharing a post or completing a survey
- Just not looking or sounding like Air New Zealand
We will never ask for your credit card details, account login details, passwords or verification codes, through a link in an email or text message, or in response to a phone call you've received out of the blue.
What to do if you see a suspicious message claiming to be from Air New Zealand
If you see a suspicious email or social media post, please forward it to us at Phishing@airnz.co.nz.
Take care with anything that looks odd. Don't follow any links, enlarge or click on the post or open any attachments. They could lead to a virus infecting your computer.
If you see a suspicious message on social media
- Click or tap the three dots to the right of the post or tweet (do not click on the post)
- Select the menu that says 'report'
- Then choose the appropriate option
Already responded to a suspicious message?
If you've opened a nasty link in a fake email, or entered any personal information, you should take action fast.
- If you entered your login details on a suspicious site, change your password
- If you opened an attachment, scan your device for viruses
- If you've received a phishing email at work, follow your business policy