Our guide to Air NZ credits and refunds

What you need to know about getting credits and refunds from Air New Zealand.

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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.

Credits

We've answered your most frequently asked questions about Air New Zealand credits:

What's happening with flight credits?

Air New Zealand has now developed an online system for viewing and redeeming flight credits.

At present, the website only works for those with credits for a single flight. If you have multiple flights or a group booking, you’ll need to contact the airline’s call centre on 0800 737 000.

Will the credit be for the full amount I paid?

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.

What can I use my credit for?

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.

Do I have to use the full value of the credit in one booking?

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.

What if the fare I want to buy is more than the value of my credit?

You can still use your credit but you’ll need to pay the balance of the fare.

Does my credit expire?

Flight credits are now valid until 31 December 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.

Can I buy flights for someone else with my credit?

Yes. You can use your flight credit to buy tickets for others.

Can I combine multiple credits into a single credit?

Yes, credits can be combined.

I bought a flight using Airpoints. Will I get my Airpoints back?

Yes. Airpoints used to purchase your fare will be credited back to your Airpoints account.

Refunds

When can I get a refund?

You’re entitled to a refund if you booked:

  • refundable fares

  • 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.

How do I get a refund?

Contact Air New Zealand on 0800 737 000 (call volumes are high so be prepared for a long wait).

Can I get a refund if I’ve already been given a credit?

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.

Will any fees be deducted from my refund?

Refunds for cancelled EU, UK, US and Argentina flights should be made in full. We think refunds on compassionate grounds should also 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.

Air New Zealand told me EU refund rules only apply to EU citizens. Is that right?

No. EU regulations apply to all passengers booked on the flight.

I was told US refund rules only apply to travel booked in the US. What’s the story?

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.

Can I get a refund of the taxes on my airfare?

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.

I paid extra for seat selection and luggage. Can I get these costs back?

In our view, yes. Air New Zealand’s terms for seat selection and extra bags state charges for these services are refundable if your flight’s disrupted.

Can my travel agent refuse a refund if Air New Zealand has refunded my fare to them?

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.

Member comments

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Jw & JP H.
14 Sep 2020
AIRNZ REFUNDS

I have been corresponding with AIRNZ via WhatsApp and we had to cancel our flight to Brisbane back in April. Now our family is coming home to live in NZ so we wont be travelling back to Australia. We are both in our 70's and have an orchard so can't do the quarantine time anyway. I asked if I could transfer our credit to our daughter and help with their trip home, but they said it had to be a booking in the name of the person/persons on the credit.. Can you offer any advice please.. the family booked this last Saturday and have since paid for their own airfare. It would be so nice if I could have that money refunded from AIRNZ and forward to them to help with other expenses.. Any advice would be helpful. Kind regards - Jill