Taxis FAQs

If a schedule change means you are arriving earlier or later than planned, but your flight number and date remain the same, the transfer provider will track your flight and be there when you land.

You can confirm this with the transfer provider directly via phone, using the contact list here.

You can find your transfer suppliers contact number here.

We understand that plans can change. If you were logged into your Airpoints™ account when you made your booking, you can simply log in to manage your booking, otherwise you will need to call your taxi provider directly.

For New Zealand bookings, changes and cancellations are free of charge up to 1 hour before your pick-up time, after which they are non-refundable.

For international bookings, changes and cancellations are free of charge up to 24 hours before your pick-up time, after which they are non-refundable. For changes to international bookings, please call your transfer provider or cancel your existing booking and create a new booking.

To the airport:

The suggested pick-up and arrival time is calculated using Google Maps, and the check-in time of the flight number provided. Google historical traffic data is used to estimate the travel time, including an additional 15 minutes for check in.

From the airport:

The suggested pick-up time is 15 minutes after your flight lands. Please select a later time if you require more time to process through the airport.

The suggested times are provided for guidance only. You are able to amend the time as required, but note that by shortening your travel time you risk missing your flight.

As per our terms and conditions, the pick-up time selected is your responsibility and neither Air New Zealand or the transfer supplier shall be held liable for any loss incurred as a result of a failure to be on time for a flight, or any other activity, arising from, or in connection with any Air NZ Transfer.'

The minimum booking time is 1 hour for Alert Taxis, Corporate Cabs and Super Shuttle, and varies for other transfer suppliers.

We use Google Maps to populate address details. If your address is unable to be found please contact taxi@airnz.co.nz so that we can request for Google to add in your address.

If you're getting picked up from the airport, your driver will meet you in the arrivals section.

For New Zealand Regional Airports, please meet your driver at the taxi pick-up point.

For shuttles and buses, you should meet at the pick-up point outlined in your booking confirmation. If you are delayed at the airport and miss your pick-up time, you may be able to catch the next available service leaving from the airport. Please check with your transfer provider as this can vary depending on your location.

Please always turn on your mobile phone and get in contact with your transfer supplier directly if you are unable to locate them.

A meet and greet service is included in taxi bookings.

For shuttles and buses, you should meet at the pick up point outlined in the map attached to your booking confirmation. If you are delayed at the airport and miss your pick up time, you are able to catch the next available service leaving from the airport.

Fares are calculated using Google Maps, using the exact distance between pick-up and drop-off addresses, multiplied by a per kilometre rate. Airport and booking fees are added to this, to give you the final cost of your journey. Therefore, fares may differ depending on the direction and route you are travelling.

We strongly recommend that you provide your own child seats.

Please contact the transfer provider if you have any car seat requirements. Please don't request a child seat in the special instructions in the booking flow.

Transfer providers are not legally obligated to provide child seats. It is not a legal requirement for children to be restrained in child seats in "passenger service vehicles".

If you have provided your contact number at the time of booking, your taxi driver will either send you a text or call you to advise that they have arrived.

The processing time is usually 3-5 working days from the date we receive your request.

If you're getting picked up from the airport, your driver will meet you in the arrivals section. Your driver will wait up to:

• 70 minutes at Auckland International Airport
• 45 minutes at all other New Zealand International Airports
• 30 minutes at all international airports
• 15 minutes at all other pick-up points

For New Zealand Regional Airports, please meet your driver at the taxi pick-up point.

For shuttles and buses, you should meet at the pick-up point outlined in the map attached to your booking confirmation. If you are delayed at the airport and miss your pick-up time, you may be able to catch the next available service leaving from the airport. Please check with your transport provider as this can vary depending on your location.

Please use your Airpoints account to log in to taxi.airnewzealand.co.nz

Please log in in using your Airpoints account details to download your booking confirmation and GST receipt.

Note – the booking confirmation and GST receipt are included in the same pdf. The second page of the document displays the tax invoice. There is no GST on international transfer bookings.

The amount of luggage that you can bring depends on the Transport Provider you book with.

• Taxi, Taxi Van, Executive Cab
  Per Vehicle: No more than three pieces of luggage, individually not weighing more than 23 kg and of a maximum combined dimension (length and width and height) of 158cm.
• Shared Ride (Bus and Shuttle)
  Per passenger: No more than two pieces of luggage not weighing more than 23 kg each and of a maximum combined dimension (length and width and height) of 158cm 
• Premium Van
  Per Vehicle: No more than ten pieces of luggage, individually not weighing more than 23 kg and of a maximum combined dimension (length and width and height) of 158cm.

You should follow up on any special instructions noted in your booking.

If you have oversized or unusual luggage (like surfboards, ski gear, bicycles) or any other luggage item that exceeds the dimensions above, you must insert those details in the special instructions in your booking.

We will pass those special instructions in your booking directly to the Travel Provider. This does not mean that those special instructions are accepted.

The Travel Provider may contact you to discuss or confirm your special instructions, but we strongly recommend that you contact the Travel Provider directly to confirm whether your special instructions are accepted.

Special instructions may incur an additional fee.

The telephone numbers of the Travel Providers are listed here.

Please email taxi@airnz.co.nz with full details of your booking including your e-ticket and Airpoints member number.

If you can't find your driver at the pick-up location and time - you should try to call the Travel Provider immediately.

The telephone numbers of the Travel Providers are listed here.

If you are unable to resolve the issue with your Travel Provider, and provided that you have arrived within the periods stated above, then you must contact the Travel Provider to cancel that booking and seek a refund.

In each case, where your booking is cancelled due to a driver's "no show", then we have no liability to you, other than refunding your booking, for any costs that are incurred by you in relation to getting to your destination. This means that you cannot bring a claim against us to cover the costs of any alternative transport that you arrange, nor for the costs of any flights, hotels or other costs that you have either missed, or had to arrange because of a driver's "no show".

We recommend that you take out travel insurance to assist with missed connections and cancelled bookings.

For taxi bookings within New Zealand, 'Air New Zealand' will be listed as the Merchant of Record. For international taxi bookings, Mozio, our international partner, will be listed as the Merchant of Record. Where a booking includes both domestic and international rides, you will see this split out as separate amounts against 'Mozio' and 'Air New Zealand'.

It's free to change or cancel your booking.

We understand that plans can change. You can manage your booking using your Airpoints account login, or call your taxi provider directly.

For New Zealand bookings, changes and cancellations are free of charge up to 1 hour before your pick-up time, after which they are non-refundable.

For international bookings, changes and cancellations are free of charge up to 24 hours before your pick-up time, after which they are non-refundable.

You can cancel or amend your booking by either:

• Logging in to taxi.airnewzealand.co.nz
• Calling the transport provider directly and citing your booking number
• For any changes to international bookings, please call the transfer provider directly or cancel the existing booking and make a new booking