Missing a connecting flight or other
travel bookings
part of your journey. We may be able to help.
If your flights were all booked on a single ticket, we will try to
find you a new connection.
Did you miss a different type of travel connection?
Unfortunately, we can’t help if your first flight is disrupted and:
• Your connecting flights are on a different ticket on a
different airline
• Your connecting flights are in different bookings on a
different airline that are not linked together
• If your connections use other types of travel, like trains or
cruise liners.
Please contact your booking agent in these cases. They are
Claiming other costs
You can also claim from us reasonable, proven costs that are
directly caused by you being:
• Denied boarding from a flight (those costs that are not already
covered by the compensation payments in the table above)
• Affected by a disruption that was not classed as ‘uncontrollable’
These costs might include reasonable accommodation, meals and
transport costs to/from the airport following an overnight disrupt.
Please make sure you send receipts or invoices to support your
claim to our Customer Relations Team.
By law your claim for these costs cannot exceed 10 times the
amount you paid for your flight. If the costs you incur are higher,
or if the cause of the flight disruption was ‘uncontrollable’, you
may be able to claim from your travel insurer.
You can’t claim costs or losses:
• that should reasonably have been avoided by you. For
example, if your flight is cancelled you should try your best to
reduce your costs or losses as much as possible by promptly
cancelling accommodation, activities, car hire etc.
• losses that could not have been foreseen by either of us
• if you cannot show us your receipts for those costs.
(for reasons within our control)
Contact Us
Contact Centre
0800 737 000
Refunds (tickets only)
• If you qualify for a ticket refund, you can use
our online Refund Request (scan here)
• Or contact our Refunds Department
• Private Bag 92007, Auckland 1142
• refunds@airnz.co.nz
Customer Relations
To claim costs, contact our Customer
Relations team.
Air New Zealand Customer Relations
• Private Bag 92007, Auckland 1142
• https://www.airnewzealand.co.nz/feedback
*Compensation will be cash or a voucher to be exchanged for cash.
Compensation is only for fare paying passengers, not for infants.
Denied Boarding (for reasons within
our control)
Sometimes a flight won’t have enough seats for everyone
and you may be denied boarding. This can be due to us
reaccommodating customers from earlier disruptions or
having to change aircraft type, for example.
In such instances,
we need to ask some passenger
s to take
a later flight.
• We first ask for volunteers to give up their seats.
• If there aren’t enough volunteers, you may be chosen to take
an alternative flight.
In both cases you will be given compensation (see table) for
your inconvenience and re-booked on the next available flight.
If you’re asked to take an alternative flight and miss the reason for
your original flight (such as a meeting or special event):
• We compensate you for taking a different flight
• We give you your choice of a credit or a refund for your
unused ticket
• You may also be able to claim other direct costs of the delay
that are not covered by the compensation (see Claiming
Other Costs)
We don’t compensate you if you are required to take a different
flight for reasons beyond our control, for example if you did
not check in on time or an aircraft change is needed due to
weather disrupts.
If you booked through a booking agent, please ask them to
request your refund or credit.
If you booked with us directly
, contact our Refunds T
eam
(see Contact Us).
Less than 2 hours $100
Between 2 and 4 hours $200
More than 4 hours $300
Accommodation (for non-local residents
Additional reimbursement
for reasonable overnight
accommodation, transport
and meals (receipts required)
AUGUST 2023
Please see our Conditions of Carriage for more detailed information, this is the legally-binding agreement between us.
The Civil Aviation Act 1990 takes precedence over both this summary and our Conditions of Carriage.
Customer Service
& Tarmac Delay Plan
Refund Requests
Feedback