Air New Zealand Cancellation Policy

What is Air New Zealand’s flight cancellation policy?

The Air New Zealand cancellation policy for long-haul international flights* allows you to cancel and refund your flight (partially/fully) if: 

  • Air New Zealand:
  • Cancelled your flight due to reasons within its control and was unable to book you on another flight. 
  • Delayed your flight and caused you to miss a connecting flight on Air New Zealand.
  • Delayed your flight and caused you to cancel it as a result.
  • Didn’t/couldn’t board you on a flight although you had a valid ticket. 
  • Failed to land at your destination or a stopover mentioned on your ticket.
  • Changed your flight time significantly and could not book you on a flight acceptable to you.
  • Failed to provide you with a seat in the cabin in which you purchased it. 
  • You: 
    • Purchase a refundable (Flexi) ticket and cancel it before departure.
    • Purchase a ticket (any type) to/from the United States at least 7 days before departure and cancel it within 24 hours of purchasing.
    • Qualify on compassionate grounds, such as illness, inability to use your flight credit, or financial hardship and the airline agrees.
  • Your flight departs: 
    • From the EU/UK and falls under the EU Regulation 261/2004 rules, i.e.:
      • Your flight is cancelled within 14 days of departure and the alternative flight offered to you does not suit you.
      • You’re involuntarily denied boarding.
      • Your flight is delayed by at least 3 hours and the alternative flight offered to you no longer serves your purpose. 
    • To/from Argentina on Air New Zealand’s cancelled Buenos Aires route.

*Long-haul international routes include all routes except flights between any of the following countries: New Zealand, South Pacific Islands, Australia, Bali, and Honolulu, Bali.

Note

According to Air New Zealand’s cancellation policy:

  • All Global Flexi fares are fully refundable.
  • If you upgrade from Global Sale/Global Saver to Global Flexi, the original cancellation fees will apply.
  • Global Saver fares are refundable if cancelled at least 1 day before departure, subject to a one-way cancellation fee of NZD 150 for Economy Class, NZD 200 for Premium Economy Class, and NZD 250 for Business Premier Class. All other fares are non-refundable. 
  • If you No-Show on a Global Flexi fare, you can change your booking for a change fee of NZD 300.
  • All long-distance international flights departing before June 30, 2022, can be changed (but not cancelled) without incurring a flight change fee (but fare differences will apply).

The Air New Zealand cancellation policy for other flights is as follows:

  • On domestic fares within New Zealand, only flexirefund tickets are fully refundable.
  • On trans-Tasman fares—applicable to flights between New Zealand and Australia (i.e., Brisbane, Perth, Cairns, Sydney, Adelaide, Melbourne, the Gold Coast, and the Sunshine Coast)—only Flexi fares are fully refundable. 
    • If you upgrade from a Smart Saver to a Flexi fare, only the upgraded portion will be eligible for a refund.
    • On Flexi fares, even No-Shows are fully refundable.
  • On Island fares—applicable to flights between New Zealand and Tonga, Tahiti, Samoa, Niue, New Caledonia, Fiji, Rarotonga, Bali, and Honolulu—only Flexi fares are fully refundable. However, a cancellation fee of NZD 200 per passenger will apply for bookings made between December and January to/from Niue, Tonga, Rarotonga, and Samoa.
    • Most premiumeconomy fares are Flexi fares. 
    • Discounted businessclass and premiumeconomy fares are non-refundable and subject to smartsaver rules.
    • If you upgrade from Smart Saver to Flexi, only the upgraded portion of the fare will be eligible for a refund.
    • On Flexi fares, No-Shows are fully refundable except on flights to Niue, Tonga, Rarotonga, and Samoa between December and January (a 50% No-Show penalty will apply).

Air New Zealand 24-Hour Cancellation Policy for Long-Haul International Flights

The Air New Zealand 24-hour cancellation policy applies to all long-haul international flights, including flights to or from the United States. Under the policy, if you purchase a long-haul international flight ticket at least 7 days before departure, you can cancel it within 24 hours of purchasing it—regardless of what type of ticket you’ve purchased.

Long-haul international flights include all international flights except flights between New Zealand, South Pacific Islands, Australia, Bali, and Honolulu, Bali.

Air New Zealand Refund Calculation

What refund am I entitled to?

The refund amount will depend on the unused portion of your ticket and the type of ticket you’ve purchased. 

  • If your ticket is fully unused and your ticket’s rules permit a refund, you will be refunded the price you paid for your ticket. 
  • If your ticket is partially used, your refund will be the higher of these two amounts:
  • The ticket cost from the interruption point to the final destination.
  • The difference between the ticket cost and the value of the ticket you have already consumed. 

The refund amount in both cases will include airline charges and taxes, minus the applicable cancellation fees.

How Will Air New Zealand Pay My Refund?

If you’re entitled to a refund: 

  • You (i.e., the person who paid for the original ticket) will be refunded in the same currency and manner in which you paid for your ticket. If you purchased your ticket with your Airpoints Dollars, the refund will be in Airpoints Dollars, subject to the original expiry date. 
  • The refund amount will include unpaid taxes and third-party charges that the airline hasn’t already paid, even if your ticket is non-refundable. Refunds on tickets held in credit are not allowed. 
  • You will be issued a travel credit instead of a refund in case of cancellations, failures, and misconnections due to circumstances beyond Air New Zealand’s control—such as bad weather, epidemics/pandemics, strikes, acts of terrorism, medical emergencies, restrictions by the government/regional/local authority, change in laws, etc. The travel credit will be on the unused portion of your ticket and valid for 12 months from the original date of issue of your ticket unless the airline extends this period in certain circumstances. A service fee may be deducted by the airline to cover administration costs.
  • The time limit for refunds is during a ticket’s validity period, i.e., you must apply for a refund before your ticket expires.

Exceptions to Refunds

Air New Zealand may refuse a refund if:

  • You have presented your ticket as proof to the airline/government official that you intend to leave the country. However, an exception may be made if the airline is satisfied that you have been granted permission to stay in the country, or that you are leaving the country via another mode of transport. 
  • You were denied boarding due to your conduct, subject to applicable costs.
  • Your flight was cancelled, re-routed, or rescheduled due to your medical emergency, in which case the refund amount will be applied toward the costs of flight disruption.

How to Apply for a Refund with Air New Zealand

Your refund will be processed either by the airline that originally issued your ticket or your travel agent. 

  • If you booked your ticket directly through Air New Zealand (website, mobile app, call center, ticket office), you can request your refund online via Manage booking, by phone at 1-866-399-0587 (or the call center in your city/country), or via email to refunds@airnz.co.nz.
  • If you purchased your ticket from a travel agent or a third party (online/offline), contact them directly to process your refund. 

How to Make Cancel a Flight Online

Air New Zealand’s online cancellation process explained

You can cancel your flight online via Manage booking if you purchased your ticket directly from Air New Zealand’s website, mobile app, call center, or ticket office. 

To cancel your flight online:

  1. Go to AirNewZealand.com
  2. Select Manage booking
    The page below will show up on your screen:
  3. Access your flight booking by entering your: 
    1. Booking reference, and 
    2. Family name 
  4. Hit the Continue button
  5. Follow the on-screen prompts to cancel your flight 

You will receive your refund or flight credit after the applicable cancellation fee is deducted from the total fare paid by you.

Note

  • Ticket cancellations will be subject to your ticket’s fare rules. 
  • You must pay the applicable cancellation fees (if any).
  • Online cancellations will not incur a service fee.
  • You can only cancel online if you purchased your ticket directly from Air New Zealand’s website, mobile app, ticket center, or call center.

Air New Zealand Cancellation Fees

The cancellation fees charged by Air New Zealand are as follows:

  • Cancellation Fees for Long-Haul Flights
    Long-haul flights refer international flights but do not include flights between New Zealand, Australia, Tahiti, Bali, Fiji, Niue, the Cook Islands, Norfolk Island, Tonga, Vanuatu, or Samoa.
    • Cancellation Fees for Value Fares (Economy)
      • Adult and child fares are non-refundable, but infant fares are fully refundable. 
      • You’re allowed to cancel your flight before departure and convert your fare into a flight credit for future use. 
      • If your new fare is cheaper, the balance value will be forfeited. 
      • No-shows will be fully forfeited.
      • You can cancel your ticket within 24 hours of purchasing it and claim a full refund provided you purchase your ticket at least 7 days (168 hours) before the departure of the first flight on your itinerary. 
    • Flexi fares
      • Both Economy Flexible and Premium Economy fares are refundable as flight credit for future use on another Air New Zealand flight. 
      • The cancellation fee for: 
        • Economy Flexible fares (adults and children) is USD 300.
        • Premium Economy fares is USD 400 (adults and children).

Note. Must be cancelled before departure. 

  • Infant fares are fully refundable for all classes. 
  • No-shows will be fully forfeited.
  • You can cancel your ticket within 24 hours of purchasing it and claim a full refund provided you purchase your ticket at least 7 days (168 hours) before the departure of the first flight on your itinerary. 
  • Business Class fares
    • Are refundable as flight credit for future use on another Air New Zealand flight.
    • The cancellation fee is USD 500 per adult and child, provided you cancel before departure. 
    • Infant fares are fully refundable. 
    • No-shows will be fully forfeited.
    • You can cancel your ticket within 24 hours of purchasing it and claim a full refund provided you purchase your ticket at least 7 days (168 hours) before the departure of the first flight on your itinerary. 
  • Cancellation Fees for Tasman and Pacific Flights
    Flights to Tasman and the Pacific include flights between New Zealand and Australia, New Caledonia, Samoa, Vanuatu, Norfolk Island, Fiji, Niue, Bali, Tahiti, and the Cook Islands.
    • Cancellation Fees for Smart Saver Fares
      • Non-refundable—cannot be cancelled, except in case of death of the passenger or the passenger’s immediate family member, such as a spouse, children (incl. adopted children), siblings, parents, grandparents, grandchildren, parents-/brothers-/sisters-/sons-/daughters-in-laws, 
      • Cannot be held in credit unless upgraded to a Flexi fare.
      • No-Shows will be forfeited.
    • Cancellation Fees for Economy Flexi Fares
      • Fully refundable. If you upgrade from a Smart Saver fare, only the upgraded portion of the fare is eligible for a refund.
      • No-Shows are fully refundable.
    • Business Class fares
      • Fully refundable. If you upgrade from a Smart Saver fare, only the upgraded portion of the fare is eligible for a refund. 
      • Business Saver fares are generally non-refundable.
  • Flight Cancellation Fees for Domestic Flights within New Zealand
    • Cancellation Fees for seat Fares
      • Cancellations and refunds are not permitted.
    • Cancellation Fees for seat+bag Fares
      • Cancellations and refunds are not permitted.
    • Cancellation Fees for flexichange Fares
      • Cancellations and refunds are not permitted.
    • Cancellation Fees for flexirefund Fares
      • Cancellations made before departure are fully refundable.
      • If you No-Show for a flight, you’re allowed to make changes to your flight after departure. You will be charged a cancellation fee of NZD 50 for a refund.

Frequently Asked Questions on Air New Zealand Cancellation Policy

You can check Air New Zealand’s cancelled flights by calling the Air New Zealand office in your city or online through the travel alerts page.

If your Air New Zealand flight is cancelled within 14 days of departure, you can take the alternative flight offered to you, change your flight to a date and time suitable to you (subject to availability), request a flight credit, or ask for a full refund.

If your flight is still available and you choose not to travel, you can change your flight, request a credit, or request a refund.

1. Change your flight 

All domestic flights within New Zealand allow you the flexibility to change your travel plans up to the day of departure, i.e., including the day of departure. For international travel, no change fee will apply for flights departing before June 30, 2022 (but a fare difference may apply), as long as the new flight is on the same route (i.e., same departure and arrival points).

2. Request a credit

All international flights departing before June 30, 2022, qualify for flight credits as part of Air New Zealand’s COVID-19 policy. 

If you received your flight credit before January 31, 2022, you can rebook your flight up to January 31, 2023, and complete your travel latest by December 31, 2023.

If you received your flight credit on or after February 1, 2022, you can rebook your flight within 12 months from the day your flight credit was processed, and complete your travel within 1 year from the date of booking.

3. Apply for a refundIf your fare conditions permit, you can apply for a full or partial refund (with penalty) when you cancel your ticket. If your ticket is non-refundable, it cannot be refunded. Tickets purchased directly through Air New Zealand (website, mobile app, office, or call center) can be cancelled and refunded online via Manage bookings or by phone at 1-866-399-0587 or the call center in your city/country. For tickets booked through a travel agent/third party, contact them directly.

You can cancel your flight online via Manage booking with your booking reference and family name or by calling 1-866-399-0587 or the call center/city office in your area. If you booked your ticket through a travel agent, contact them directly to cancel your flight. 

Since things haven’t quite returned to normalcy, Air New Zealand has extended the validity of its flight credits for flights departing till June 30, 2022. You can now use your flight credits to re-book your flight up to 1 year in advance.  All refund rules are subject to the fare rules of your ticket and local legislation.

If you don’t get the seat you confirmed, you will either be provided a similar seat on an alternative flight on another airline or compensated as required by law. The compensation could be under New Zealand’s Civil Aviation Act 1990, the European Union Regulation 261/2004 if your flight is departing from the EU, and the Regulation on the Management of Public and Air Transportation Services for Passengers if your flight is to or from China.

If Air New Zealand is unable to fly you to your destination, you will be provided alternative options by land or sea, and Air New Zealand will:

  • Act as your agent, subject to the terms and conditions of the service provider.
  • Will not be liable for any issues with the services provided to you by the third party, unless Air New Zealand is negligent in making the arrangements, or if it is liable under New Zealand’s Consumer Guarantees Act, 1993.

You can view and redeem your flight credits online for single flights. For multiple flights and group bookings, you must call Air New Zealand at 1-866-399-0587 or 0800 737 000.

Air New Zealand’s flight credits have been extended till June 30, 2022. This means you must book your travel by this date, and complete your trip within 12 months of booking.

Due to the COVID-19 uncertainty, your already-extended expiry date may either be extended beyond June 30, 2022, or you will be provided a refund.

You can use it to purchase Air New Zealand tickets on all routes flown by the airline, incl. flights of other airlines as long as they are sold by Air New Zealand.

No, unlike earlier, Air New Zealand now allows you to use your flight credit for multiple flights. If you lost your flight credit before the change of policy, call Air New Zealand and request them to reinstate your credit balance.

If your new fare exceeds the value of your flight credit, you will have to pay the remaining are.

Yes, you can buy a ticket for another person with your flight credit.

Yes, multiple flight credits can be combined into a single flight credit.

You are entitled to a refund if you purchased:

  • A refundable fare
  • Flights from/to/via the United States (per the applicable refund rules)
  • Flights departing from the EU or the UK (per EU Regulation 261/2004 rules)
  • Flights from/to Argentina on NZ’s cancelled Buenos Aires route.

Air New Zealand may also consider refunds on compassionate grounds, such as illness, financial hardship, or inability to use your flight credit for other reasons. For details, call Air New Zealand at 1-866-399-0587/0800 747 800 or send an email to covidrefunds@airnz.co.nz.

To apply for a refund, call Air New Zealand at 1-866-399-0587/0800 737 000.

If you opted for a flight credit, a refund may not be possible—but you must ask the airline if this is possible. However, you can use your flight credit to book a flight within the newly extended deadline of June 30, 2022, and travel anytime within the next 12 months.

If your flight departs from the EU, UK, USA, or Argentina, you may be entitled to a full refund. Refunds on compassionate grounds—such as illness, inability to use your flight credit, or financial hardship—may also qualify for a full refund. Plus, if you’re holding a refundable ticket, you will not be charged a cancellation fee. However, in all cases, you must cancel your flight before departure.

No, they apply to all passengers on a flight.

No, US DOT rules are applicable to all ticketed passengers booked on flights to/from/via the United States, irrespective of where you booked your travel from. This means you can refuse a flight credit for such flights and ask for a refund instead.

Yes, they are refundable, but only on the unused portion of your ticket.

Yes, if your flight is disrupted, the fees paid by you toward seat selection and baggage will be fully refunded to you.

Travel agents will pass on any refunds received from the airline after charging you a reasonable cancellation fee. Retaining the full amount will likely amount to a breach of the Fair-Trading Act. 

The person who purchased your ticket can change or cancel it. If you want someone else to make changes to a booking, the person who purchased the ticket must authorize them in writing to do so.

If an international flight is cancelled due to COVID-19, you can make changes to your flight within 7 days without incurring any penalty, change fee, or fare difference on the same route and fare type. However, if you book your travel in a different cabin/service class/route, you must pay the applicable fare difference. 

If a domestic flight within New Zealand is cancelled due to the COVID-19 Protection Framework, you can claim a flight credit.

Air New Zealand has a credit solution with participating Travel Agencies that have access to the bookings that have been converted to flight credits. For more information or to rebook with your flight credit, call your travel agent.

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