Credits
Please note that validity for using credits has been extended.
What is a credit?
A credit is a dollar value retained for you to use to book future travel. Think of it as holding an electronic voucher to spend when you're ready. You may be offered the option of a credit if your flight is cancelled or if your plans change.
Your credit includes any of the following which apply to your booking:
- the original fare,
- all taxes paid (including GST),
- any Air New Zealand flight products, e.g. Seats to Suit, Economy Skycouch, Seat Select, extra bag(s).
- any unaccompanied minor fees, credit card surcharges, or booking fees.
Some things are not included in your credit value, such as FlyNeutral contributions, insurance, hotels, and rental cars.
One credit is issued per booking. If you have multiple eligible bookings, you will be issued multiple credits.
How do I view my credit balance?
To view and use your credit, you'll need your booking reference and the email address from your original booking.
How do I use my credit?
- Where? You can use your credit to purchase any Air New Zealand fares, including when another airline is involved. You can also use an existing credit to pay for a flight change, purchasing seats, bags or upgrading an existing booking. Any additional payment must be made using a credit card.
Credits cannot be used at the Airpoints™ Store, for FlyNeutral contributions or to purchase other travel products such as hotels or rental cars. - Who? You can redeem part or all of your credit for yourself or someone else. If you authorise someone else to use your credit, they will need your booking details.
- How? Use up to 2 credits to make a new flight booking online. If you want to use more than 2 credits, call our Contact Centre. If you would like to use your credit to make changes to an existing booking, such as adding a bag, only 1 credit may be used within a transaction. If your purchase is more than your credit value, any additional payment must be made using a credit card (no credit card fee will be charged).
What are the key dates?
Your credit expiry date depends on the day your credit is processed.
For credit received before 1 October 2022
- Redeem your credit by booking new flights by 31 January 2024. Any unused credits will expire after 11:59pm, 31 January 2024
- Complete travel before 31 December 2024
- For example, if you received a credit on 20 June 2021 you would have until 31 January 2024 to book a flight, with travel to be completed by 31 December 2024
For credit received from 1 October 2022
- Redeem your credit by booking new flights within 12 months of the date you received your credit
- Travel within 12 months from the time you made the booking
- For example, if you received a credit on 5 October 2022 you would have until 5 October 2023 to book a flight, at which time you can book up to 12 months in advance. All travel must be completed within a year from the date of booking.
See the full credit terms and conditions for more information.
Refunds
Our NZ domestic seat options offer travel flexibility to make changes to your travel plans prior to departure. If you have a flexichange or flexirefund ticket, you have the flexibility to change your flight with no change fees. Flexirefund is also fully refundable.
Eligibility
Fares are only refundable under the following criteria:
- It was specified in the original conditions of your fare, or
- Local legislation requires a refund when a flight is cancelled by the operating airline, or
- Your booking with us is cancelled or delayed due to reasons within Air New Zealand's control, and it meets the criteria outlined in the Conditions of carriage, or
- The request qualifies for the Air New Zealand COVID-19 compassionate refund policy.
Refundable fare types
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.
Relevant local legislation
Below are some examples of local legislation that may apply to an eligible flight cancelled by Air New Zealand:
- In New Zealand, for controllable events like staff sickness, engineering or operational requirements, a refund may be available when Air New Zealand is unable to provide a reasonable alternative flight or where a refund is required under that New Zealand legislation. For disruptions outside of the airline's control (e.g weather, air traffic control event, public health event), where the alternative flight offered is not suitable, customers can opt into credit or if they purchased a refundable ticket, they will be eligible for a refund under those applicable fare terms.
- US refund laws apply to flights to/from/within and via the US, regardless of country of residence or purchase.
- Regulation 261/2004 applies to flights departing the EU or UK on any airline, and flights arriving in the EU or UK operated by a European Carrier. The regulation gives passengers the option of requesting a refund, regardless of the country of residence or purchase.
- A refund may also be available in the following jurisdictions, provided that the passenger is resident in the applicable jurisdiction and the travel commences or ends in that jurisdiction:
- South Korea
- Argentina
- Brazil
- Taipei
- Mainland China
Frequently asked questions - Credit
There are no change fees for NZ domestic or international travel if you booked a flexi fare, and if you make changes before the day of your flight.
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.
You don't need to use the full value of your credit when you make a new booking - just use what you need and save the rest for later!
The remaining balance will be available for as long as the credit is valid. You can keep track of your up-to-date credit balance using the online credit tool.
Paying with up to 2 credits
You can now use up to 2 credits at checkout when booking your flights. Any outstanding amount must be paid using your credit card. Airpoints Dollars cannot be used in combination with a credit at this time.
Using more than 2 credits
If you want to use more than 2 credits to book new travel, please call our Contact Centre.
The credit tool currently works for most credits held in NZD, AUD, USD, CAD, EUR, SGD, GBP, JPY, HKD, CNY TWD, KRW and XPF. There are some credits it cannot process yet due to the details of the initial booking.
If you have not received notification that your credit has been processed, please note that our Team is currently working on resolving this. We will be in touch soon with a new booking reference. If you need to use your credit urgently, please call our Contact Centre.
If you booked with a travel agent or third party, you'll need to contact them about your credit.
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.
To use credit from a group booking, please contact our specialised team of Group Co-ordinators who will help you to use your credit towards a future group booking.
If you have an existing group booking, you'll be able to find our contact number on the booking confirmation email sent to the supplied email address when the booking was made.
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.
- For travel agency bookings made in Australia, please use this form.
- For travel agency bookings made in New Zealand, please use this form.
Frequently asked questions - Airpoints
Frequently asked questions - Refunds
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 are choosing not to travel, you have the following options:
Change your flight
There are no change fees for NZ domestic or international travel if you booked a flexi fare, and if you make changes before the day of your flight. Change your flight. Note that a fare difference may apply.
Cancel your booking
You can cancel your booking and request a refund, either in full or with a penalty, if you purchased a fare that permits a refund. If you purchased a non-refundable ticket, it remains non-refundable (unless required by local law).
If you have a non-refundable ticket and you may 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.
Credits are linked to the booking reference on the original ticket. If you've added your Airpoints number to your flight booking, you will be able to view your credit balance via our online credit tool. Alternatively, you can enter your booking reference and email address from your original booking to view your credit.
Bookings paid in full or in part with Airpoints Dollars™ will be issued as a credit.
For tax reasons, we cannot transfer your credit to Airpoints Dollars.
If your credit is in your local currency:
Yes, tickets purchased with this credit will earn Airpoints Dollars and Status Points as normal.
If your credit is in Airpoints Dollars:
No, tickets paid in full with Airpoints Dollars do not earn Airpoints Dollars and Status Points.
Other travel products
Our partners provide other travel products both within our online booking service and via standalone websites. While we can't give you a credit on their behalf, you can contact them directly and they will be able to offer support based on their individual policies, as well as the conditions of your booking. Air New Zealand will meet any obligations it is required to comply with under any applicable law in respect of any other travel products within this section. Any contents of this section will be subject to any applicable laws.
You can find more information about how our travel partners are assisting with cancelled travel plans below:
To check the status or manage an existing hotel booking made through Air New Zealand, powered by Expedia click here.
Can I cancel my booking and get a refund?
Many of Expedia's hotel partners continue to review and update their policies. Check My Trips to see if your hotel reservation qualifies for free cancellation. If it doesn't, you can still cancel, but standard cancellation policies will apply.
How to cancel your hotel:
- Try this first: Cancel online from My Trips
- Access your booking and follow the instructions to cancel your booking
- If the above gives you errors, then submit the Cancel Request Form
- Fill in this form using the itinerary number, email address and phone number from your booking
- After submitting the form the cancel request will be processed. Once complete, you will receive a confirmation email.
If you don't see an option to cancel, it might mean that your booking is either too close to check-in or is non-refundable.
Note: If your hotel stay begins within the next 24 hours, speak to the Expedia Customer Support team by calling 656 823 2384 toll-free from Singapore or +6499134306.
For more information click here.
To check the status or manage an existing campervan booking made through Air New Zealand, powered by Motorhome Republic click here.
What are the charges if I cancel?
The amount of the cancellation fee depends on the rental company, please see your terms and conditions regarding this. However, the deposit is nonrefundable. If any further fees apply they will be charged at cancellation.
The most efficient way to cancel your booking is to click on the modification link in your confirmation and cancel from there. Motorhome Republic will then contact the rental company on your behalf and will advise you the amount of the cancellation fee, if applicable.
For more information click here.
All bookings made with our car rental partners through Air New Zealand include full cancellations.
Car Rental Bookings Paid for with Airpoints Dollars
To make new bookings or modify an existing one please email AirpointsMemberships@airnz.co.nz.
If you have an upcoming booking that you no longer require you can cancel it for any reason without penalty and any payment will be refunded in full. Please be advised that refunds make take several weeks to be reflected in your account.
To check the status or manage an existing taxi or airport transfer booking made through Air New Zealand, click here.
Can I cancel my booking and get a refund?
We understand that plans can change. If you were logged into your Airpoints™ account when you made your booking, you can simply log in to manage your booking, otherwise, you will need to call your taxi provider directly.
For New Zealand bookings, changes and cancellations are free of charge up to 1 hour before your pick-up time, after which they are non-refundable.
For international bookings, changes and cancellations are free of charge up to 24 hours before your pick-up time, after which they are non-refundable. For changes to international bookings, please call your transfer provider or cancel your existing booking and create a new booking.
For more information click here.
To check the status or manage an existing Activity or Attraction booking made through Air New Zealand, powered by Bookme click here.
I'd like to cancel and find out if I can get a refund
Step 1: You must first check your booking confirmation email for any specific terms, conditions or instructions relating to your booking. Unless your booking confirmation has specific instructions to the contrary you must contact the activity operator directly to let them know you wish to cancel and to see if this is possible within the terms of your booking - their contact details can be found on your booking confirmation email.
Step 2: Once you have completed Step 1 above you can complete your cancellation and apply for a refund by emailing info@bookme.co.nz with your booking reference number. Please include your reason for cancellation and also the person you spoke to in Step 1.
For more information click here.