Frequently asked questions on managing bookings online
Sign in to manage my booking online
What is my booking reference and where do I find it?
You can find your booking reference in your confirmation emails and itinerary. You might also be able to see it online in your Airpoints account.
Air New Zealand booking references look like 'MB3R2H' or 'ALJJ1H':
- They have six characters
- They include letters
- They may include numbers
- They always end in H
If the code you're using looks different, it might be something else.
- Does your code start with NZ, and end with up to four numbers? That could be your flight number.
- Is your code 13 digits long, starting with 086? That's your ticket number.
- Does your six-character code end in something other than H? It may have been booked through a different airline.
If you can't find your booking reference, please contact us.
Is my booking reference the same as my ticket number?
No. Your booking reference is shared by everyone in your group, and all the flights in your journey. It has six characters, which can be numbers or letters. All Air New Zealand booking references end in the letter H.
Your ticket number is unique to you, and you may have more than one ticket for your journey. It is a thirteen digit number, starting with 086 for Air New Zealand flights.
Where can I find my ticket number?
You can find your ticket number in the booking confirmation email we sent. It includes your e-Ticket, as a PDF attachment. Your ticket number is at the top left, next to your name.
If you can't find that email, please contact us. If it's an Air New Zealand ticket we'll be able to help.
Can I manage my booking through my Airpoints account?
As an Airpoints member you can sign in to see your flights under Your Bookings, and make changes from there.
If a flight is missing, you can add it in. You can use your booking reference, your flight details, or your hotel itinerary number.
When you book online, be sure to include your Airpoints number.
- You'll be able to see your flights online and on the Air NZ mobile app
- You'll automatically earn Airpoints Dollars and Status Points
Change my booking online
How do I change my flight details if I have more than nine people in my group?
Our Group Booking team can help. Send them an email with your details, or call on 0800 767 747. If you're not in New Zealand, call +64 9 357 3000.
Can I change my booking?
It depends on the fare type that you have paid for. 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.
How much does it cost to change a flight?
Some changes to a flight, like asking for a special meal, are free. Others, like upgrades or adding a bag, cost extra. We let you know any costs before you decide to go ahead.
You may need to pay more to switch flights. For example, if your new flight costs more than the original, you need to pay the difference.
It's easy to check which changes you can make. Just sign in to Manage Bookings, and we'll show all your available options.
You have the option of changing your flight online or calling us. There will be additional service fees for changes made through our contact centre, while no service fee applies to changes made online.
Where can I update my past flight bookings?
You can't make changes to a past flight.
However, you can see all your past flights in your Airpoints account and on the Air NZ mobile app.
If your recent flight isn't listed, it's easy to add it and earn your Airpoints Dollars and Status Points. Go to 'My Bookings' to add your missing flight. You can use your booking reference, flight details or hotel itinerary number.
We'll automatically credit your account with your flight's Airpoints Dollars and Status Points.
Cancel my booking online
Do you refund my card payment fee if I cancel my booking?
Yes, if you have a refundable ticket we will also refund your card payment fee.
Will you refund my cancelled NZ domestic flight?
We can refund your flexidate ticket if you need to cancel your trip. There is no fee if you cancel prior to departure. If you don't show for your flight, you can still make changes after it has departed, but there will be a cancellation fee for a refund.
We can't refund some third party fees such as taxes, airport charges and CarbonZero payments. These costs have already been paid by us.
Our other NZ domestic fares are non-refundable.
We can help if an immediate family member of you or a travelling companion passes away. This includes the death of a travelling companion. Find out about our compassionate fares.
Immediate family includes a spouse, child, parents, brothers, sisters, grandparents, and grandchildren. It also includes parents-in-law, brothers-in-law, sisters-in-law, sons-in-law and daughters-in-law.
Remember, your travel insurance may cover you for cancellations. Check your policy to see if you can make a claim.
I need more help
How to contact you if I still have a question?
If you can't change your flight online or on the Air NZ mobile app, please contact us. Remember, some changes aren't possible.
It can be easier to send a message rather than call us. Please include your name and your booking reference or ticket number. We'll either sort your request out immediately, or get back to you fast with some options.