What you need to know about getting credits and refunds from Air New Zealand.
Air New Zealand’s poor communication and policy flip-flops have resulted in confusion and dissatisfaction among passengers on flights cancelled due to Covid-19.
Here’s what you need to know about getting credits and refunds for grounded flights.
We've answered your most frequently asked questions about Air New Zealand credits:
If you booked directly with Air New Zealand and your flight’s cancelled due to Covid-19, you’ll automatically receive a credit. Booked through a travel agent? You’ll need to contact them to claim your credit.
Not necessarily. For example, your credit won’t include any travel insurance you purchased. Air New Zealand’s insurance is provided by Cover-More: you’ll need to contact it about your policy. Cover-More is only providing credits for cancelled insurance or refunds of 75% of the premium.
Air New Zealand said it’s emailing customers in mid-June advising of their credit balance. It’s also developing an online system for viewing and redeeming credits. However, this system won’t be in place until late July 2020.
At the moment, you only have two options: call the airline on 0800 737 000 or use its credit call back request form.
Once the airline’s online system is running, you’ll be able to book on the website using your credit.
You can only use your credit to purchase Air New Zealand flights (this includes flights sold by Air New Zealand but provided by other airlines). You don’t have to fly the same route or the same destination as you originally booked. For example, if you’d booked to Singapore, you can use your credit for flights within New Zealand.
No. You can use your credit for more than one flight.
Air New Zealand previously required credits to be used in one transaction but has changed its policy. Some customers who booked flights before the policy change lost part of their credit because they weren’t able to use it all at once. If this applies to you, contact Air New Zealand and ask it to reinstate the balance of your credit.
You can still use your credit but you’ll need to pay the balance of the fare.
Flight credits are valid until 30 June 2021. You need to book travel by then. You have 12 months to complete your trip from the time you make the booking. Air New Zealand said it may extend expiry dates. However, if you’re unable to use your credit before it expires, ask the airline for a refund on compassionate grounds.
Yes. You can use your flight credit to buy tickets for others.
Yes, credits can be combined.
Yes. Airpoints used to purchase your fare will be credited back to your Airpoints account.
You’re entitled to a refund if you booked:
flights to, via or from the US (US refund rules apply)
flights leaving the EU or the UK (EU Regulation 261/2004 applies)
flights to or from Argentina on Air New Zealand’s now cancelled Buenos Aires route.
Air New Zealand said it will consider refunds on compassionate grounds – for example, financial hardship, sickness or if you’re unable to use your credit for other reasons.
Contact Air New Zealand using its call back request form or phone 0800 737 000 (call volumes are high, so be prepared for a long wait).
Air New Zealand should be informing customers when they’re entitled to request a refund. You don’t have to accept a credit if you weren’t advised a refund was an option.
Refunds for cancelled EU, UK, US and Argentina flights should be made in full. We think refunds on compassionate grounds should be made in full.
If Air New Zealand deducts fees from your refund, ask it to explain why. If you’re not happy with the reason, let us know.
No. EU regulations apply to all passengers booked on the flight.
US Department of Transportation refund rules apply to all ticketed passengers on flights to, from or via the US, regardless of where the travel was booked. You don’t have to accept a credit for these flights.
If you’re not eligible for a full refund, you can claim a refund of taxes. Air New Zealand’s conditions of carriage state you’ll lose the balance of the fare if you request a tax refund. However, the airline says it will now hold the balance in credit.
Travel agents should pass on any refunds received from airlines. Terms allowing agents to retain refunds are likely to breach the unfair terms provisions of the Fair Trading Act. Agents may be able to charge you a cancellation fee. Complain to the Commerce Commission if you think an agent is charging an unreasonable amount.