Credit and refund information

Our online credit tool is now live for customers in New Zealand and Australia!

Thank you

COVID-19 has created an unprecedented disruption to our business, and we've been working hard to adapt our systems to cope. We appreciate your understanding and patience as we navigate these exceptional times.

We can only process credit and refund requests if you booked directly with us, either online or through our Contact Centre. If you booked through a travel agent, including a third party website, please talk with them directly.


Opt-in for credit
If you no longer wish to travel, we'll credit the full value of your flights. This applies to NZ domestic and international flights scheduled to fly before 31 March 2021.

Book with confidence
You can make changes to your bookings with no change fee for all travel up to 31 March 2021. Fare difference may apply.

Credit validity has been extended. We have extended all credits to be valid to book travel until 31 December 2021 (or for 12 months from the time of opt-in, whichever is later).



The following are eligible for credits as part of our COVID-19 response:

  • Domestic flights booked to travel:
    • between 11th August 2020 and 31st March 2021.
    • between 24 January 2020 and 30 June 2020
  • International flights booked to travel between 24 January 2020 and 31 March 2021.

Key timings

  • Opt-in for a credit before the original flight date.
  • Redeem the credit by booking new flights by 31 December 2021.
  • Travel within 12 months from the time you made the booking.
  • All credits are valid for booking until the 31 December 2021.

View your balance

  • Online using our online credit tool
  • Ask Oscar "What is my credit balance?"
  • On your E-ticket - your credit includes the original fare, taxes (including GST) paid, any flight products including Seats to Suit, Economy Skycouch, seat select, extra bag(s), or any unaccompanied minor fees, credit card surcharges, booking or services fees, and carbon offsetting contributions.

Use your credit

  • Where? You can use your credit on any Air New Zealand domestic or international flights, regardless of your original ticket type.
  • Who? You can use your credit to buy flights for yourself or someone else.
  • How? Use your credit online or by calling our Contact Centre. If your new flight is more than your credit value, any additional payment must be made using a credit card (no credit card fee will be charged).

See our FAQs and the full credit terms and conditions for more information.



Fares are only refundable under the following criteria:

  1. It was specified in the original conditions of your fare, or
  2. Local legislation requires a refund when a flight is cancelled by the operating airline. 

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:

  • 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

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.

You can find more information about how our travel partners are assisting with cancelled travel plans below:

Travel Insurance - Cover-More

Rental cars - Avis, Budget and Apex

Hotels - powered by Expedia

Taxis or airport transfers

Campervans – powered by Motorhome Republic

Activities and Attractions – powered by Bookme


Redeeming a credit

How do I use my credit?

I can't access the credit tool - how can I use my credit?

My credit is not enough to cover the new flights I want to book - what are my options?

How can I combine multiple credits to make a new booking?

Do I need to spend my credit all at once?

I received an email saying my credit has been redeemed, but I have no knowledge of this. What do I do?

My credit is from a group booking - how can I use it?

Understanding or viewing a credit

What is a credit and what does it include?

Who can use a credit? Can it be transferred?

How can I view my credit?

I'm logged into my Airpoints account but I can't see my credits - where are they?

How long will my credit be valid for?

What can I use my credit for? Can I use it to book a hotel?

My original booking was for an international flight/s - can I use my credit for domestic flights?

Can my credit or new ticket be refunded?

Can I use credit to book a refundable fare?

My travel has been held in credit can I go straight to the airport and travel out?

Arranging a credit

Are my flights eligible for a credit?

How do I request a credit?

I don’t want to travel anymore, what are my options?

I’ve booked through a travel agent, when will I hear about my credit?


I paid for my booking with Airpoints Dollars – what happens now?

Who will the Airpoints Dollars be credited to?

Will my credited Airpoints Dollars expire?

Can I transfer other credits to Airpoints Dollars?

Will I earn Airpoints Dollars and Status points when I use my credit?