Compassionate fares

You can apply for a compassionate fare for domestic travel within New Zealand if an immediate family member:

• passes away
• has an unexpected and critical medical condition

Immediate family members include partners, children, parents, siblings, grandparents, and other close family relationships. Read more about which family relationships are included.

If you’re unsure, our team can help.

The information below explains who can apply, when travel is covered, what documentation may be required, and the options available if you don't meet the eligibility criteria.

Eligibility criteria

Circumstances covered

You can ask us for help if a member of your immediate family:

• passes away
• has an unexpected and critical medical condition

Family relationships covered

Families can be big and complicated. We treat "immediate family" as a very wide group, including:

• your partner
• your children, grandchildren and great-grandchildren, including step-children and the children of in-laws
• your parents, grandparents and great-grandparents, including step-parents
• your siblings, including step-siblings, and siblings-in-law
• your aunts and uncles, and nieces and nephews

Proof required

We understand this is a difficult time and will aim to keep this process as simple as possible. To support your compassionate fare request, we may ask you to provide one of the following documents:

For bereavement:

• a letter or email from the attending doctor
• a letter or email from the funeral director
• a death notice

For a critical medical condition:

• a letter or email from the attending doctor
• a letter or email from the hospital caring for your family member

Please ensure all family members travelling on the compassionate fare booking are listed in the documentation provided.

If your circumstances aren't covered

We always want to help, but our compassionate policy can't cover all cases. If you need to fly urgently but don't qualify for compassionate fares, please check our best available fares online.

Available routes and travel coverage

We offer compassionate fares for flights within New Zealand only.

Booking and travel timeframes

To support urgent travel, bookings should be made immediately, with the intention to:

• travel within 48 hours of the onset of a family member's critical medical condition
• travel within 7 days of a family bereavement

Compassionate fare pricing

• $189 one way for a single flight (e.g. Auckland to Wellington)
• $289 one way for journeys with two or more flights (e.g. Auckland to Wellington to Queenstown)

You might find Air New Zealand flights online for a lower fare.

Flight availability and other booking options

We'll do our best to get you on a suitable flight. If you're eligible for a compassionate fare, our team will talk you through your options when you contact us. Apply for a compassionate fare.

If your booking meets the compassionate fare criteria, you may have options to change your travel arrangements without paying change fees or service fees.

Extending your stay

If your situation meets the compassionate fare criteria, you may be able to:

• cancel your booking and receive a credit (valid for 12 months)
• change your flight date or destination

If your new flight costs more, you’ll need to pay the difference. We won’t charge change fees or service fees for compassionate fare changes.

Bringing forward your return flight

If you need to fly home to be with your family, you can bring your return flight forward. If you need to fly elsewhere, you'll need to pay any fare difference. There might also be extra taxes and levies. We won’t charge change fees or service fees for compassionate fare changes.

You may be eligible for a refund or credit if your travel relates to a family bereavement or an unexpected and critical medical condition.

Partial refund

If you have already paid a higher fare for urgent travel, we may refund the difference between what you paid and the compassionate fare.

This may apply if:

• travel was for a family member's critical medical condition and booked and taken within 48 hours
• travel was for a family bereavement and booked and taken within 7 days

Please submit your request after travel is complete.

Full refund

You may be eligible for a full refund if:

• you can no longer travel due to a family bereavement
• you can no longer travel due to a family member's critical medical condition

To process a full refund, we’ll need to cancel the booking.

Flight credit

If you’re unable to travel and your fare isn’t refundable:

• contact your travel insurer first
• if you aren't covered, you may request a credit valid for 12 months

To process the credit, we’ll need to cancel the booking.