OneUp FAQs
Which flights offer OneUp™ upgrades?
You can request a OneUp™ upgrade on your international Air New Zealand flight, as long as:
- The aircraft is operated by Air New Zealand
- It has a premium cabin service
- You have an Air New Zealand ticket
You can also request a OneUp Skycouch™ upgrade on any Air New Zealand flight with a Skycouch service.
OneUp doesn't apply to flights operated by other airlines, or on codeshare flights where the aircraft belongs to one of our partner airlines.
OneUp upgrades are not available on:
- Airpoints Companion Tickets
- Star Alliance Upgrade Award Tickets
- Travel industry fares
- Prizes or promotional tickets
- Long haul low-cost X-class fares
Treat yourself to a better seat with OneUp. Place your OneUp offer.
What is the baggage allowance with my OneUp™ upgrade?
If your OneUp™ upgrade comes through before you check in, your baggage allowance gets upgraded too. So, if you've upgraded from Economy to Premium Economy, you receive the Premium Economy baggage allowance.
If your OneUp upgrade is accepted after check-in or while you’re at the airport waiting for your flight, your original ticket’s baggage allowance applies.
Does my OneUp™ upgrade ticket have different cancellation or change rules?
How much should I offer for a successful OneUp™ upgrade?
It's hard to guess the right amount. Each flight is different, and a successful offer level depends on:
- How many other people are putting in offers, and the size of their offers
- Seat availability
- Your Airpoints™ member status
- The size of your travel group (as your OneUp™ offer will be applied to each of their seats)
The Offer Strength Indicator can help. You can see it when you're making a OneUp offer. It doesn't guarantee success, but it does help.
Remember, your offer will always be lower than the cost of a premium ticket, and if you aren't successful you pay nothing.
Treat yourself to a better seat with OneUp. Place your OneUp offer.
Can I change or cancel my OneUp™ offer?
Yes you can, as long as your flight is at least three days away.
You can:
- Go online to Manage booking and select 'View your offers'
- You can use the link in your offer confirmation email
- You can use the Air New Zealand mobile app
- If you belong to Airpoints™, you can log in to your Air NZ account
- Call the Air New Zealand contact centre on 0800 737 000 or +64 9 357 3000
Can I make a higher offer if my first OneUp™ offer wasn’t successful?
Unfortunately, no. Because of the demand for upgrades, you can only submit one offer for a seat upgrade, so make it the best you can.
If you put in a OneUp™ offer to upgrade to Premium Economy, you can also make an offer on an Economy Skycouch™ as a back-up plan. Only one will be accepted, so you won’t have to pay twice.
Check your OneUp offer status. Download the Air NZ mobile app to check your OneUp Details.
I received a OneUp™ upgrade, but my travelling companion on a separate booking didn’t. Can you upgrade them too?
Unfortunately, we can't guarantee you'll both receive an upgrade if you're on separate bookings. OneUp™ upgrades differ for each flight and are dependent on a range of factors including other offers on the same flight, seat availability, and your Airpoints™ member status.
Why can’t I submit a OneUp™ offer?
OneUp™ upgrades are only available on international Air New Zealand ticketed and operated flights.
You won't be able to make OneUp upgrade offers on:
- Codeshare, alliance or partner airline flights
- Airpoints Companion Tickets
- Star Alliance Upgrade Award Tickets
- Travel industry fares, prizes or promotional tickets
- Long haul X-class fares.
OneUp Skycouch™ upgrade offers are only available for groups of up to two passengers.
Can I make a new OneUp™ upgrade offer even if I cancelled my original offer?
Yes you can, as long as there's still at least three days before your flight.
To put in a new offer, you can:
- Go online to Manage booking and select 'View your offers'
- You can use the link in your offer confirmation email
- You can use the Air New Zealand mobile app
- If you belong to Airpoints™, you can log in to your Air NZ account
- Call the Air New Zealand contact centre on 0800 737 000 or +64 9 357 3000
I deleted my OneUp™ email. Can you please re-send it?
Sorry, we can't - but it's easy to find your OneUp™ offer details online:
- You can go to the Air New Zealand mobile app and check your OneUp offer status
- Go online to Manage booking and select 'View your offers'
Both options let you change or cancel your offer as well
What’s the deadline for OneUp™ upgrade offers?
You can make a OneUp™ offer as late as three days before your flight. However, the earlier you put in your upgrade offer the better.
Treat yourself to a better seat with OneUp. Place your OneUp offer.
When do you charge my credit card, prepaid debit card or debit card or deduct my Airpoints Dollars™ for a OneUp™ upgrade?
Typically, it's at the time we accept your offer, usually between three to five days before your flight. However, if it's a particularly full flight, we might not be able to review your offer until 7 hours before departure, in which case you'll be charged then.
Make sure you have the funds available for your upgrade, if not, we can't confirm it.
Bear in mind too, if you are departing from London you will need to pay additional taxes (Air Passenger Duty) by credit card or prepaid/debit card. You won't be able to use your Airpoints Dollars™ to pay these taxes.
What happens to a OneUp™ upgrade if there are multiple passengers in a booking?
If you make a OneUp™ upgrade offer online, it applies to all the people in your booking. If your offer is successful, everyone gets upgraded.
Your offer applies per person. For example, if you offer 500 Airpoints Dollars™ for a OneUp upgrade and you have two others in your booking, your total offer is 1,500 Airpoints Dollars. In this case, travelling companions do not need to be on your Airpoints™ gifting register.
For OneUp Skycouch™ offers, you'll be charged for the number of seats you wish to occupy.
How do I gift a OneUp™ upgrade?
You can use your Airpoints™ Dollars to make a OneUp™ offer on behalf of other passengers.
You'll need the recipient’s Air New Zealand flight booking reference: six characters ending in 'H'.
Does my successful OneUp™ upgrade accrue Airpoints Dollars™ and Status Points?
Can I change the payment method for my OneUp™ upgrade offer?
Yes you can, up to three days before you travel. Just cancel your existing offer then submit a new OneUp™ offer with your new payment method.
Can I make OneUp™ offers when I’m travelling with children?
Yes you can. OneUp™ offers apply to everyone in your booking, including children. Remember, your OneUp offer amount is for each person. So if you offer NZ $500 for a OneUp offer and have five people in your group, your total offer is NZ $2,500.
Treat yourself to a better seat with OneUp. Place your OneUp offer.
Can I use Seat Select after my OneUp™ offer is accepted?
Yes you can, if your upgrade is confirmed before you arrive at the airport.
You can use Seat Select to choose any available seat in your upgraded cabin area, or pay a little extra for Preferred Seats or Exit Row seats. If you upgraded to Economy Skycouch™ you can also choose your Skycouch seats.
Can I submit a OneUp™ offer if I’ve already bought Seat Select?
Yes you can. If your OneUp™ offer is successful you won't get a refund on your Seat Select charges, but we do add those charges to the value of your OneUp upgrade offer.
If your OneUp offer is accepted, you can also use Seat Select in your new cabin area.
Treat yourself to a better seat with OneUp. Place your OneUp offer.
Can I make a Recognition Upgrade and OneUp™ offer on the same flight?
Sorry, you can't double-up upgrade requests on a single leg of your flight to upgrade two cabin classes.
But if you're travelling on a long-haul route with a stopover, you can request a Recognition Upgrade for one leg, and put in a OneUp™ offer on the other. Your OneUp offer will apply to your companions as well.
Treat yourself to a better seat with OneUp. Place your OneUp offer.