COVID-19 compassionate refund

Our COVID-19 refund policy allows you to apply for a one-off discretionary refund on compassionate grounds.

You can request a COVID-19 compassionate refund if one of the following applies:

  • You can no longer travel due to ill health on advice from your doctor. For example, a pre-existing medical condition which means you can't utilise a credit as your doctor has advised you not to fly over the next 12 months (supporting documentation may be required)
  • You are suffering financial hardship as a result of COVID-19. For example, loss of employment (supporting documentation may be required)

If you meet this criteria, call us on 0800 747 800 between 8:00am and 7:00pm NZT Monday - Friday to request for a COVID-19 compassionate refund. If calling from outside New Zealand, please call +6493030117.