Email and internet safety

We use email to announce our latest offers, and keep you up to date with your flights and Airpoints™ benefits. You can control what we send you with your preferences.

And of course, if you receive a suspicious email claiming to be from us, we want to know.

Managing your Air New Zealand emails 

We're sorry if we've sent you an unwanted email. Fortunately, it's easy to update your email settings online.

How we use email 

We use email to tell you about special offers and new services, and to send you updates about your flights. 

But you're the boss of your email inbox. To avoid overwhelming it, we:

  • Follow all legal guidelines and best practices 
  • Only send you promotional emails when you've opted in to receive
  • Always include an "Unsubscribe" option in our promotional emails 

If you're an Airpoints member, you can tell us your preferences and choose specific emails you'd like to receive. You can go online to change your opt-in preferences at any time.

If you're not an Airpoints member and would like to choose which emails you receive, join today.

Double opt-in

When you sign up for special offer emails, we use a double opt-in. It's a two-step process to confirm you want to receive emails from us. Step 1 is signing up online, and step 2 is clicking on a confirmation email from us.

You also have the option to sign up for special offers when you book a ticket online. Because booking involves confirming your identity, we don't use a double opt-in.

It's easy to choose the types of emails you want

If you are an Airpoints™ member, you can decide whether to receive some, none, or all of our messages.

For example, you might only want to hear about specials to the Pacific Islands. Sign in to your Airpoints account, open your profile and select 'Communication preferences'. You can choose the types of email updates you want to receive. 

You can opt-out of specific types of email, by clicking the "Unsubscribe" link at the bottom of the email. You won't receive those emails again, although we may still send you other types of emails. You can check and change your email subscription lists within your communication preferences. Even if you're not an Airpoints member you can still unsubscribe at any time.

If you have a booking with us, we will always contact you if there are any changes to your flight. You can choose to receive these updates by text message or email via your 'Travel Preferences'.

Can't find an Air New Zealand email you expected to see?

Sometimes messages from us might go to your Spam or Junk folder.

Some email systems, like Gmail, let you right click on messages to say they aren't spam.

You can also add us to your address book. That way your email system will trust our message and keep it in your inbox.

Suspicious emails and social media posts

Unfortunately, online fraudsters are out there. They might send you a 'phishing' email that looks like it’s from Air New Zealand. They can also post social media messages pretending to be from us. Their goal is to capture your personal information or your Airpoints login details.

How to spot authentic Air New Zealand emails 

Our emails come from these domains:

  • @digitalcomms.airnz.co.nz
  • @airnz.co.nz
  • @comms.grabaseat.co.nz
  • @tandemtravel.co.nz 
  • @express.medallia.com.au

We usually greet you with your preferred name, for example "Kia Ora John". We use friendly language, not "Dear Valued Customer".

How to spot authentic Air New Zealand social media posts

We only post on social media using these accounts. We're certified with a blue tick next to our name in our posts.

How to spot fake messages

Fake emails can be very well done, but usually you'll notice:

  • Poor spelling or grammar errors 
  • Poor image quality, either pixelated or badly cropped
  • Deceptive subject lines 
  • A suspicious sender address, or social account name (look for the blue tick to know it's us)
  • Pricing in the wrong currency
  • Promising something too good to be true, like free flights or sharing a post or completing a survey
  • Just not looking or sounding like Air New Zealand.

We will never ask for your password, bank account or payment details in an email.

What to do if you see a suspicious message claiming to be from Air New Zealand

Take care with anything that looks odd. Don’t follow any links, enlarge or tap the post or open any attachments. They could lead to a virus infecting your computer.

If you see a suspicious message, report it to us.

Email

Please report the email to us or call our contact centre team. Then be sure to delete the email.

Social media

  • Click or tap the three dots to the right of the post or tweet
  • Select the menu that says 'report’
  • Then choose the appropriate option

Already responded to a suspicious message?

If you've opened a nasty link in a fake email, or entered any personal information, you should take action fast.

  • If you entered your login details on a suspicious site, change your password.
  • If you opened an attachment, scan your device for viruses.
  • If you've received a phishing email at work, follow your business policy.

FraudWatch International

FraudWatch International can help you check a suspicious email. You can compare it to their huge library of known phishing attempts.

How we protect your information 

We pride ourselves on keeping your personal information safe. We take your trust and privacy seriously, and follow a robust Privacy Policy.

Transport Layer Security (TLS)

We use Transport Layer Security (TLS) technology on our website. It encrypts all the information you send us online. 

A site is protected by TLS if its address starts with https instead of http.

Depending on your web browser, there will also be a lock icon in the address bar, the title bar of the window, or at the bottom of the window.

Cookies

Websites use cookies to recognise you as a regular user their site. Your browser saves these small text files to help you enjoy a better experience online. Cookies themselves can't damage your computer. They don't identify you as an individual, or gather information about your other browsing history. You can delete any or all of your browser's cookies at any time, if you want to be double sure of your privacy. 

Our Privacy Policy

Our Privacy Policy sets out:

  • Our commitment to your privacy
  • How you can control the information we hold about you
  • How we use that information.

 

Get in touch 

If you'd like more information about our online security, our emails or how we protect your privacy, our contact centre team are happy to help. They're available 24/7. 

If you need any other help with your flight, Airpoints account or anything else, please visit our help and support page.

Remember, if you see something suspicious, please let us know.