Credits and refunds Refunds

Fares are only refundable under the following criteria:

1. It was specified in the original conditions of your fare, or
2. Local legislation requires a refund when a flight is cancelled by the operating airline, or
3. Your booking with us is cancelled or delayed due to reasons within Air New Zealand's control, and it meets the criteria outlined in the Conditions of Carriage
4. A partial refund may be granted in cases of unexpected critical medical emergency or a bereavement with a compassionate fare.

Relevant local legislation

Below are some examples of local legislation that may apply to an eligible flight cancelled by Air New Zealand:

• In New Zealand, for controllable events like staff sickness, engineering or operational requirements, a refund may be available when Air New Zealand is unable to provide a reasonable alternative flight or where a refund is required under that New Zealand legislation. For disruptions outside of the airline's control (e.g weather, air traffic control event, public health event), where the alternative flight offered is not suitable, customers can opt into credit or if they purchased a refundable ticket, they will be eligible for a refund under those applicable fare terms.
• US refund laws apply to flights to/from/within and via the US, regardless of country of residence or purchase.
• Regulation 261/2004 applies to flights departing the EU or UK on any airline, and flights arriving in the EU or UK operated by a European Carrier.  The regulation gives passengers the option of requesting a refund, regardless of the country of residence or purchase. Fare rules may apply, refundable fare types will be refunded and non-refundable fare types will be offered a credit.
• A refund may also be available in the following jurisdictions, provided that the passenger is resident in the applicable jurisdiction and the travel commences or ends in that jurisdiction:
• • South Korea
  • Argentina
  • Brazil
  • Taipei
  • Mainland China
• Canada - Air Passenger Protection Regulations (APPR): If your flight disruption is within our control, including for safety reasons, and the alternative travel arrangements we offer no longer meet your travel needs, you may be entitled to a refund of the unused portion of your ticket under the Canadian Transportation Agency’s Air Passenger Protection Regulations (APPR).

If you have a non-refundable ticket but think you might be eligible for a refund under local law, you can request a refund through our refund request form.

If you have booked through a travel agent, please make this request through them.

If you've booked a fare directly with Air New Zealand that included paid seatselect or extra bags, you can use our live chat to request a refund for your add-on. Before completing your request, please check the refund criteria.

Seatselect refunds are generally only given if we required you to move from a prepaid seat and were unable to give you a suitable alternative. For more detail, see our seatselect terms and conditions.

If we lost or couldn't carry an extra bag that you purchased to add to your baggage allowance due to a disrupt, you may be eligible for a refund. For more detail, see our extra bags terms and conditions.

If you are claiming a refund on a flight, any portion of the flight purchased using a credit will be returned to you as a credit. The credit will be available for as long as it remains valid. 

You can request reimbursement if your journey has been disrupted for a controllable reason (such as engineering maintenance or crew shortages), and your new itinerary required you to stay in a place you do not reside. If your journey has not yet commenced and the disruption was caused by reasons outside of our control (such as extreme weather or natural disasters), the normal terms and conditions of your Air New Zealand ticket apply, and it's important that you review your travel insurance policy to see if you're covered.

For more details, please visit our disrupt reimbursement page.