Flight Disruptions and your rights

We do everything we can to meet our schedules. This means flying you, your companions and your bags to your destination, at the time we promised.

Sometimes despite our best efforts, things don't happen as planned. We're sorry if flight changes are affecting your travel plans.

NZ domestic flight disruptions

If your flight within Aotearoa has been affected by a disruption, you may have further rights under the Civil Aviation Act 1990.

Customer service & tarmac delay plan

We understand that having a flight disrupted is an inconvenience. Our customer service plan outlines our commitment to you, click here

  • To view further options if the change to your flight doesn’t meet your needs, click here
  • For information about disrupt accommodation, please see Disrupt Reimbursement Consideration here
  • Certain aspects of this plan apply to flights to, from and within the United States and Canada only. View further information for the United States here and for Canada here

Credit and Refund information

If we significantly delay, cancel or change the schedule of your flight, you may be entitled to hold your fare in credit or request a refund.

  • A credit may be available if your flight is cancelled or if your plans change. See more here.
  • You can view information about whether a refund of your fare is possible here.

If you require further assistance, you’re welcome to reach out to us. We’re here to help. If you’re calling from outside New Zealand, view our international contact numbers.