Disrupted travel help Cancellation and delays
Disrupted travel
We're committed to ensuring you get to your destination on time
Unfortunately, sometimes flights are delayed or cancelled because of bad weather or events out of our control. If this is happening to you, we're very sorry. We know it can greatly disrupt your travel plans.
How we'll keep you updated
When your travel is disrupted, we’ll do our best to keep you informed as information becomes available.
Depending on the situation and the contact details we have for you, we may communicate updates in a number of ways, including:
- Email and SMS
- The Air NZ app and Manage Booking
- Updates on our website
- Airport information screens and announcements
- In the lounge and at the boarding gate
- Our airport and customer service teams
- Notifications from your travel agent, where your booking was made through an agent.
The information available during a disruption can change as we work through operational impacts and alternative travel options. We’ll continue to provide updates through the most appropriate channels as new information becomes available.
To help make sure you receive important travel updates, please keep the contact details in your booking up to date and check the Air NZ app or Manage Booking for the latest information about your journey.
Share your flight details with family and friends so they can track your flight on the Air NZ app.
Flight cancelled
We'll rebook you on another flight
If your flight is cancelled, we'll do our best to rebook you on the next available flight to get you to your destination as quickly as possible. This includes rebooking any connecting flight on the same ticketed journey.
We'll send you a new flight itinerary and eTicket via email so please make sure your contact details are up to date.
You can also receive real-time flight updates direct to your mobile via the Air NZ app.
New flight doesn't suit
If your new flight doesn't suit your plans, you can manage your booking online to see what other flight options are available to you.
Or for the fastest way to get help from our customer care team, use our live chat.
If you're already at the airport you can see the team at the Air New Zeland counter. Please have your booking reference ready.
Connecting flights
If you booked the flight through Air New Zealand
- We'll do our best to rebook any connecting flights on the same ticketed journey. That may mean switching to a different flight.
If you booked through a travel agent
- Your agent is the best person to contact. Many travel agencies have an after hours emergency service if required, so please check your itinerary for their contact details.
If you booked your flights direct with another airline separately
- Unfortunately we can't access their systems, so please contact them as soon as you can as they may be able to switch you onto a different flight.
Refunds and credit
You may be eligible for a refund or credit. Visit our credits and refunds page to find out more about your options and eligibility.
Alternatively, if you have questions or want to apply for a credit or refund you can do this via live chat.
Passenger rights
Passenger Rights under the Civil Aviation Act 2023
If your NZ domestic flight has been cancelled or delayed, you may have further rights under the Civil Aviation Act 2023. For details on what rights you may have, please see our page on Passenger Rights under the Civil Aviation Act 2023.
No longer want to fly?
If your flight has been delayed or cancelled and you no longer want to fly, you may be eligible for a refund or credit. Visit our credits and refunds page for further details.
Customer service plan
To learn more about your rights and our guiding policies, please visit our Customer service plan.
Travel extras
Prepaid extra bag or seatselect
If you paid for a prepaid extra bag or seat select check your new flight information, as it may not be available on your new flight. If you're no longer able to get an extra bag, or your selected seat, you can request a refund for these services via live chat.
Special meals
If you requested a special meal and your new flight departs within 24 hours, please contact us. We'll try our best to get this on your new flight.
Other travel bookings
Insurance, hotels, transport and activities
If a change in flight impacts your arrival date or time, please update your travel extras.
- If you booked with Air New Zealand, you can do it all online. Visit our non-air bookings page for further details.
- If you booked your travel extras through a travel agent, contact them for help
- If you booked your travel arrangements directly with another provider, please contact them as soon as possible to discuss your options and avoid any additional charges.
Keep hold of any receipts as they'll help if you need to claim insurance.
Other things to do
Download the Air NZ app for notificaitons fo any changes to your flight.
Sign up to our Travel Alertys for text and email updates about your flight.
Is someone picking you up at your destination? Give them your flight number so they can check your new arrival time.
Claim missing Airpoints or Status Points after a disrupted flight
If something unexpecgted happened, make a claim on your Air NZ travel insurance.
Get in touch with us so we can improve next time.