Credit and refund information

If you have booked a flexi fare, there are no change fees for NZ domestic or international travel If you make changes before the day of your flight. Other fare types may incur a change fee.

You can find the full details of your fare type on our fare rules page. Your fare type is noted on the receipt page of your E-ticket.

We will inform you about options in the event of flight changes or cancellations. Please ensure that your contact information is up to date. You may be eligible for credit if Air New Zealand cancels your flight. Refer to our Conditions of Carriage for more information.

When a booking is made with a credit, we email the credit holder to let them know the credit has been used. This is a security measure to protect you from fraudulent use of your credit. 

I want to dispute the use of a credit 

You can find details on how to dispute the use of a credit on our Credit Transaction Disputes page.

We have a credit solution in place with participating Travel Agencies who will have details of Air New Zealand bookings that have been converted to credit.

Please contact your travel agent to help you to rebook using your credit.

If you've tried and are unable to contact the travel agency you booked with, we may be able to help you, but please note this may take some time.

• Please use this form for travel agency bookings made in Australia. 
• Please use this form for travel agency bookings made in New Zealand.

You can use your credit to purchase any

• Air New Zealand fares, including when another airline is involved.
• a flight change
• seats
• extra bags
• upgrading an existing booking

Any additional payment must be made using a credit card. Credits cannot be used at the Airpoints™ Store, for voluntary offset programme contributions or to purchase other travel products such as hotels or rental cars.

Find out more about using a credit.

A credit retains the refund rules of the original ticket placed in credit, until it is used, in whole or in part. When any part of a credit is used, the remaining balance becomes non-refundable and will not be refunded.   

You can use a credit to purchase a refundable fare. If you claim a refund, the value will be returned to the original payment form. This means that any portion paid using a credit will be returned to you as a credit. The credit will be available for as long as it remains valid. 

Yes, you can use your credit to book a refundable fare. If you claim a refund, the value will be returned to the original payment form. This means that any portion paid using a credit will be returned to you as a credit. The credit will be available for as long as it remains valid. 

If your flights are still available and you're choosing not to travel, you have the following options:

Change your flight

If you've booked a flexi fare, you can make changes to your NZ domestic or international flight online within 24 hours of your initial booking, but a fare difference may apply.

You can find the full details of your fare type on our fare rules page. Your fare type is noted on the receipt page of your E-ticket.

Cancel your booking

If you've booked a flexi fare, you can cancel your booking and request a refund using the channel that works for you.

• Do it yourself online through manage my booking
• Chat to us
• Give us a call

Cancellation fees may be charged. These vary depending on your point of origin and final destination, and your fare type. If you purchased a non-refundable ticket, it remains non-refundable (unless required by local law).

If you have a non-refundable ticket but think you might be eligible for a refund under local law, you can request a refund through our refund request form.

If you have booked through a travel agent, please make this request through them.

If you're eligible to request a refund, please make sure you have the following details:

• The booking reference for the flight you're applying for a refund for. You can find this on your E-ticket or ask Oscar to 'find my booking reference'.
• The full name and ticket number of every passenger on the booking.

We aim to complete each refund within 2 weeks however as each case is different, sometimes we may require a little extra time.

If you've booked a fare directly with Air New Zealand that included paid seatselect or extra bags, you can use our refund request form to request a refund for your add-on. Before completing your request, please check the refund criteria.

Seatselect refunds are generally only given if we required you to move from a prepaid seat and were unable to give you a suitable alternative. For more detail, see our seatselect terms and conditions.

If we lost or couldn't carry an extra bag that you purchased to add to your baggage allowance due to a disrupt, you may be eligible for a refund. For more detail, see our extra bags terms and conditions.

You can submit your reimbursement request via our feedback form.

For more details, please visit our disrupt reimbursement page.