We're here to help

COVID-19 travel information

Care for all our customers is a priority and we appreciate your patience and support during this difficult time.

 

Manage your flight booking

If your Air New Zealand flight is disrupted, you might be able to switch to an alternative.

You can often update your flight details online. 

  • Check to see if your booking has been held in credit
  • View, change and cancel your bookings
  • Add an extra bag or two to your baggage allowance
  • Choose your seat
  • Order or change your special meal
  • Request a copy of your electronic ticket

All you need is your six character booking reference. (Air New Zealand reference numbers end in "H".)


Some of our most common help requests

Help with Airpoints - Find out more about spending, gifting and earning Airpoints Dollars. Check our Status tiers and Status Points requirements.

Baggage help - Find answers to all your baggage questions.

Baggage restrictions - What can't you bring on board or in your checked-in bags?

Special assistanceHow do I arrange special assistance on my flight?

Passports and visas - Do I have all the travel documents I need for my destination?

Manage your travel bookings - You can book, check and change your hotel, rental car or airport taxi transfers online. 

Message us

We are currently experiencing a high volume of calls and messages.

It may take a little longer than usual to get back to you. To save you waiting, our FAQs or Oscar the chatbot may be able to assist. Thank you for your patience.

Other contact options

Phone bookings & enquiries

Sales, reservations & enquiries
Toll free (from within USA): 1-800-262-1234
Calling from overseas

TTY relay callers
See our TTY relay callers instructions for further detail on this service

Online booking help
Toll free (from within USA): 1-800-262-1234

Airpoints enquiries
Toll free (from within USA): 1-800-262-1234

Additional phone numbers

Please have these things handy when you call our contact centre

  • Your booking reference. Where do I find this? 
  • The family name used for the original booking.
  • Your Airpoints number if you have an Airpoints related enquiry. 

Remember, you can view, change and cancel your booking online, or log into your Airpoints account to retrieve your details.

To access your booking online, it must:

  • Be electronically ticketed - paper tickets will not be accessible
  • Have 9 or fewer travellers
  • Not have been made as an international "multi-city" booking 

Contact our Special Assistance team

You can call our friendly team on 1-800-262-1234, or for further information on how you can ensure your trip is comfortable and hassle-free find out about our special assistance options. You can also complete a MEDA form, or find out more about flying with a medical condition

Airpoints enquiries - New Zealand 0800 247 764.

If you have trouble hearing we can provide TTY assistance - Call 0800 4 711 711.

Special Assistance - New Zealand 0800 737 000.

More contact details - Contact directory.

You can ask Oscar to:

  • "Resend my booking confirmation"
  • "Confirm my seat selection"
  • "Confirm my special meal"
  • "Confirm my baggage allowance"
  • "Check my Airpoints balance"
  • "Order a replacement Airpoints card"
  • "Confirm my special assistance"
  • "Reset my password"

And there’s plenty of more ways he can help.

Pro-tip: For the best Oscar experience, sign in to the website first.