Millions of dollars of Air New Zealand credits (for flights cancelled due to Covid-19) are on the brink of expiry. Jon Duffy, chief executive at Consumer NZ reminds credit holders to use their credit - rather than let it be banked by Air New Zealand.
As of June 2025, Air New Zealand was sitting on $192 million in unused credits. The airline is unable to release an updated figure due to financial reporting constraints but says approximately 88 percent of customers have already used their Covid-19 travel credits. For those who still have unused credits, most remaining balances are under $1,000, and around half are under $100.
“If you have a credit with Air New Zealand from during Covid lockdowns, now is the time to use it,” says Jon Duffy, Consumer’s chief executive.
“We recognise flights are a lot more expensive now than during the Covid lockdown, so you may not be able to travel as far, but there are still multiple options for using your credit.
“You can make bookings for travel up until December 2026, and you can use your credit on flights for yourself or others, on a flight change or on an upgrade, but you have to do so within the next 10 days.”
If you don’t know when or where you’d like to travel just yet, Duffy recommends purchasing a flexi fare before your credit expires.
“You won't be able to get a refund on fares you purchase with your credit, but you will at least have the ability to change your flights if you book a flexi fare.”
Who can get a refund?
“If you can’t fly due to a serious medical condition or financial hardship, you could have grounds to have your credit refunded,” says Duffy.
He also notes that Air New Zealand’s customer care teams have the discretion to consider refunds for Covid credits on a case-by-case basis.
“We’ve helped dozens of people get refunds, including the elderly, new parents, overseas tourists and those in financial difficulty. You might be asked to provide documents to support your circumstances.
“You can contact Air New Zealand via Live Chat or phone 0800 737 000. If you booked through a travel agent, you should touch base with them.
“If you hold a credit and have requested a refund due to hardship or medical issues and you’re dissatisfied with the outcome, we may be able to help. Just reach out to our team at [email protected].”
What’s happened since the pandemic
Since Covid hit in 2020, Consumer has been calling on airlines to refund customers whose flights never left the tarmac. The law doesn’t require refunds, so Consumer asked Air New Zealand to drop expiry dates on outstanding Covid-19 flight credits. The airline responded by extending the expiry date by 2 years.
“We are pleased that Air New Zealand has been consistent in its efforts since the Covid-19 pandemic to contact impacted customers to let them know they have a credit that needs to be used.
“However, we’d like to see them drop expiry dates on outstanding Covid-19 flight credits entirely – much like Jetstar has.
"Use your credit to book flights before the end of the month – or lose it. "
