Air New Zealand & Expedia customer FAQs

March 2017

Air New Zealand Hotels powered by Expedia

Booking and payment

Managing my hotel booking

Hotel pricing and discounts

Airpoints™ & Status Points

 

Air New Zealand Hotels powered by Expedia

When is this effective?

For all new bookings made from Wednesday 22 March 2017.

How many properties do you have available?

Over 200,000 hotel properties worldwide.

Who do I contact for help with my hotel booking?

For support, queries, cancellations or information regarding your hotel booking, please contact Expedia:
NZ - 0800 441 951 
AU - 1800 285 250

What will happen to my existing hotel bookings made prior to 22 March?

There is no impact to these bookings. They remain valid and the Call Centre packages team will be able to manage these as they do today. Please contact:
NZ - 0800 737 000
AU - 1800 00 55 63

Existing bookings cannot be extended beyond 22 March 2018.

Are other Expedia Travel services available for booking via the Air New Zealand hotels website?

No. Only accommodation is available on this site however other services such as rental cars, taxis and insurance can be booked through our other travel partners.

Who do I contact for help with my booking?

Please visit hotels.airnewzealand.co.nz/service or hotels.airnewzealand.com.au/service.

For further support regarding your hotel booking after 22 March 2017, please contact the Air New Zealand Expedia team on:
NZ - 0800 441 951 
AU - 1800 285 250

 

Booking and payment

How do I book a hotel with Air NZ and Expedia?

Accommodation can be booked on Air New Zealand hotels page.

To receive the Airpoints Dollar™ rewards on hotels, customers must book their hotel online at Air New Zealand. Airpoints Dollars are not available for hotel booking direct with Expedia.

What are the hotel booking validity rules?

After a flight booking has been made, a package room rate will be presented with the countdown to display how long the rates are available for, based on your booking dates.

Can I book these deals via the Air New Zealand Call Centre?

No, the Air New Zealand Call Centre will not be processing hotel bookings with Expedia. You need to contact the Expedia team to make a booking offline where you will get access to Expedia’s sale and daily deal discounts, but not package rate discount. Please contact:
NZ - 0800 441 951;
AU - 1800 285 250.

Can I make my hotel booking at a later time?

Yes, although don’t leave it too long. You will need to meet all validity rules for the discounts to apply including the restrictions on how long the discounts are available for after making your flight booking. You must book your hotel in connection with your flight to take advantage of package discounts.  

To do so, sign in to your Air New Zealand account and select the “Book a hotel” option under the “Manage my bookings" tab.

Can I book multiple hotels at once?

You may book multiple rooms within the same hotel at once, up to a maximum of 9 rooms.

You must complete separate bookings if you want to book multiple hotels. To complete a new booking, refresh your search criteria to complete a new hotel booking.

Can I pay for my hotel at a later date or direct to the property?  

No. Full payment for the hotel is required at the time of completing the hotel booking.

Can I pay for my booking with my company UATP Travelcard?  

No. The hotel site does not accept UATP as a form of payment, therefore you cannot make payment on your Travelcard account.

Can I get a GST receipt on my hotel booking?  

You can generate a receipt from your hotel booking confirmation page. This is a proof of payment but is not a tax invoice.

How do I know if I have a booking confirmed?  

Once completing the payment, you will see the hotel booking confirmation on screen and you will receive a hotel booking confirmation email to the email you specified.

To view your hotel booking sign into Air New Zealand; you can retrieve your hotel booking via the 'Manage my bookings' section.

Is there a credit card surcharge fee when booking my hotel?  

We will not charge a credit card surcharge fee will apply when purchasing hotel accommodation through Air New Zealand hotels. Your bank or credit card issuer may charge certain fees for credit card transactions. Please contact your bank or credit card issuer for details.

 

Managing my hotel booking

How can I retrieve the details of my hotel booking?  

To view your hotel booking sign into your Air New Zealand online account; you can retrieve your hotel booking via the 'Manage my bookings' section.

I have a complaint regarding my hotel, who should I contact?  

Please contact the hotel directly if you have an issue with your hotel.

If your complaint relates to your hotel booking, please visit hotels.airnewzealand.co.nz/service or hotels.airnewzealand.com.au/service.

How can I cancel my booking?  

Please visit hotels.airnewzealand.co.nz/service or hotels.airnewzealand.com.au/service.

I have cancelled my booking and am not eligible for a refund, will I still get my Airpoints Dollars?  

Airpoints Dollars are only earned when you have completed your hotel stay, therefore cancelled bookings are not eligible.

My flight has been delayed, what does this mean for my hotel booking?  

If you miss your reservation or arrive late, the hotel may charge you certain fees. Make sure that you check the hotel's cancellation and late arrival policy. Please note: If you fail to notify the hotel about a late arrival, your reservation may be cancelled.

Will I be charged a cancellation fee for cancelling my hotel booking?  

While Expedia does not charge fees for changes or cancellations, they are required to pass along the hotel's non-refundable rate plans or fees. Such fees are highest when cancellations occur within 48 hours of your scheduled travel dates.

 

Hotel pricing and discounts

What is a package rate discounts?  

A package room rate is a discounted hotel room rate that is available following the purchase of a flight on Air New Zealand or grabaseat™ sites and that meets all validity rules.

What discounts are available?  

Expedia offer daily deals and sales off the hotel price. 

Packaged rates apply on all bookings where a flight has been booked on the Air NZ website in NZ or Australia. Hotel booking validity rules apply. Savings not available on all hotels, nor guaranteed for any specific hotel.

How do I access the hotel discounts?  

For package rate discounts:

  • Once you have completed your flight booking you will be prompted to book a hotel OR
  • If you are signed into Air NZ online you can click on 'book hotel' under the 'manage my bookings' section

For sale and daily deal discounts:

  • You can navigate directly to the Air NZ website and select the ‘hotels’ link

Can I book any flight on the Air NZ website to access package discounts?  

Yes, although certain restrictions apply, the following itineraries are not eligible for vacation package discounts:

  • The primary traveller is under 18 years old and an unaccompanied minor
  • You are travelling on a same-day return booking
  • Your booking has been made on another Air NZ site than airnz.co.nz, www.airnz.com.au or www.grabaseat.co.nz
  • Your complete trip is longer than 28 days in duration
  • Your travel is longer than 51 weeks away from date of booking
  • You have not selected one adult to be travelling in the booking
  • For other reasons as determined by Expedia

Why can I not access package rate discount on my hotel booking?  

The booking may or may not qualify for package rate discount. Reasons for exclusion:

  • The primary traveller is under 18 years old and an unaccompanied minor
  • You are travelling on a same-day return booking
  • Your booking has been made on another Air NZ site than airnz.co.nz, www.airnz.com.au or www.grabaseat.co.nz
  • Your complete trip is longer than 28 days in duration
  • Your travel is longer than 51 weeks away from date of booking
  • You have not selected one adult to be travelling in the booking
  • For other reasons as determined by Expedia

I’ve booked my flight through the Contact Centre/the Air New Zealand mobile app. How can I access package rate discount?  

Sign in www.airnewzeland.co.nz or www.airnz.com.au and select the “Book hotel” option under the “Manage my booking" tab. You will need to meet all validity rules to take advantage of package rate discount to apply.

What is the Expedia Price Match offer?  

Find out more about the Expedia Price Match offer.

How do I use the Expedia Price Match voucher?  

Please refer to the Expedia Price Match detail.

I’m an Expedia plus member, can I earn these rewards too/instead and does my extra 10% member discount apply?  

You are not able to earn or redeem Expedia Plus rewards or other Expedia plus discounts when booking hotels online at Air New Zealand.

 

Airpoints™ & Status Points

Will I earn Airpoints Dollars on existing bookings made prior to 22 March?  

Airpoints Dollars are only available on new bookings made through Air NZ from 22 March 2017.

Can I book a hotel without a flight booking and earn Airpoints Dollars?  

Yes. You will need to add your Airpoints details to the hotel booking payment page when booking with Air New Zealand hotels online.

Can I spend my Airpoints Dollars on a hotel booking through your website?  

No. While Airpoints members can earn Airpoints Dollars on every hotel booking made through the Air NZ website, we don’t currently offer the ability to spend your Airpoints Dollars for a hotel.

Why can’t I spend my Airpoints Dollars on a hotel booking anymore?  

Air New Zealand has entered into a new online partnership with Expedia. This provides customers with a much larger selection of hotels worldwide, as well as confidence with Expedia’s Price Match. While Airpoints members can now earn Airpoints Dollars on every hotel booking made, we don’t currently offer the ability to spend your Airpoints Dollars for a hotel. We are investigating this as a future enhancement.

Will I earn Status Points on my hotel booking?  

No. You can only earn Airpoints Dollars on the accommodation.

Will I earn Airpoints Dollars on coupons?  

No. Coupons are not eligible to earn Airpoints Dollars. Airpoints Dollars will accrue on the total spend, less the coupon value.

What is the difference between Airpoints hotel partners and booking my hotel with Air New Zealand powered by Expedia?  

Airpoints have their own direct hotel partners that offer Airpoints Dollars on bookings made directly with the property, those booking will not appear in your Air New Zealand "Manage my bookings" page.

When will I get my Airpoints Dollars accrual?  

Airpoints Dollars are added to your account by Air NZ within 72 hours after you have completed your hotel stay. If you have not received your Airpoints Dollars please complete the claim missing Airpoints form.

The Airpoints Dollars for my hotel booking has not shown in my account?  

Airpoints Dollars are added to your account within 72 hours after you have completed your hotel stay. If you have not received your Airpoints Dollars please complete the claim missing Airpoints form.

If I book at Expedia will I earn Airpoints Dollars on my booking?  

No. the offer is only available to Airpoints members who purchase their hotel accommodation via www.airnz.co.nz or www.airnz.com.au.

I didn’t enter my Airpoints Dollars for the hotel purchase, can I still earn Airpoints Dollars?  

Following your stay you will need to fill out and print a missing Airpoints claim form and send this along with relevant documentation to us. Airpoints Dollars may only be claimed once travel is completed, and must be claimed within six months of your original transaction. For further instructions see the claim missing Airpoints form.

How do I claim for Airpoints Dollars that are not showing on my account?  

If you believe you have not received your Airpoints Dollars you may be able to claim missing Airpoints Dollars. You will need to fill out and print a missing Airpoints claim form and send this along with relevant documentation to us. Airpoints Dollars may only be claimed once travel is completed, and must be claimed within six months of your original transaction. For further instructions see the claim missing Airpoints form.