Air New Zealand has a guiding principle that we will be the customers' airline of choice when travelling to, from and within New Zealand.
To assist you in making that choice, we have summarised some of our commitments to you in this customer service plan. Our own internal policies and procedures have you in mind and support the uniquely kiwi style of customer service that Air New Zealander’s are known for.
Nau Mai, Haere Mai, Welcome aboard.
Air New Zealand’s flights can be booked online, through our contact centre, Air New Zealand ticket offices or at a travel agency. Our lowest fares are sometimes only available when booking on our website airnewzealand.com. Higher fares may apply when calling our contact centre, visiting our ticket offices or airport ticket counters and will incur service fees. Notice to this effect will be displayed at Air New Zealand airport ticket desks and included in a recorded message via our contact centre.
When specific dates and times are provided, we will offer you the best fare available based on your enquiry. If you do not provide specific information about your travel requirements, we will provide you with general fare information including any special sales or travel periods for promotional fares.
Suggestions to help you secure the lowest available fare:
- State preferred dates of travel (however having some flexibility may provide a lower fare).
- While booking in advance gives you access to greater availability and generally lower fares there will be times when Air New Zealand may offer lower fares for promotional periods. In these instances we will not refund the difference between what you have paid and the promotional fare.
- Demand over peak travel times, such as public and school holidays may result in constrained availability and higher fares.
- Register to receive email updates for our latest web-only specials.
- When booking via our contact centre we suggest you request a booking be held for 24 hours without obligation if you are unable to commit to payment immediately.
All online fares are subject to availability at the time of booking and are not confirmed until Air New Zealand notifies you of a booking reference (PNR).
Delivering baggage on time
Air New Zealand will make every effort to ensure your bags arrive at your destination on schedule. Despite all care being taken, baggage sorting systems are complex and involve both human and mechanical interaction which sometimes results in baggage being delayed.
In the event that your baggage is delayed, Air New Zealand will endeavour to have it returned to you within 24 hours of receiving your written missing baggage claim. We will provide you with an amenity kit on request and if we are not able to return your bags within 24 hours, authorise limited emergency expenses to be issued to you.
In the unlikely event that you are not able to be reunited with your baggage due to loss we will refund any additional charge applied to carry the baggage and reimburse you for the loss.
As Air New Zealand's liability for lost baggage is limited by the Montreal Convention, we strongly recommend that you have travel insurance to cover loss or damage to baggage, which will in most cases offer a more comprehensive level of cover.
Further details on how we manage delayed baggage can be found here.
Where the fare rules of your ticket permit a refund, either in full or in part, Air New Zealand will ensure that once a refund request has been received, any refund due will be processed within the following time frames.
For payments made by credit card, any refund due will be refunded back to the original card issuer within 7 business days. The credit card issuer will in turn refund the purchase price of the ticket in accordance with the terms of its credit card agreement with you, less any applicable cancellation or service fees. Due to various billing cycles, a credit card statement may not reflect a refund immediately.
For tickets paid made by cash or cheque, any refund due will be refunded within 20 days to the person who paid for the ticket. Where a bank deposit slip is provided a bank transfer can be arranged in lieu of a cheque.
Refunds are subject to applicable fare rules and Air New Zealand’s Conditions of Carriage.
Accommodating passengers with disabilities and special needs
Air New Zealand recognises the importance of its role in the carriage of all passengers, including those with disabilities.
We understand that the carriage of people with disabilities can present unique challenges for both passengers and staff. As a result we will make every effort to provide a consistently safe and dignified travel experience through:
- Training our staff to be competent in assisting passengers with disabilities, including the use of specialised handling equipment
- Booking services that identify and capture the specific requirements of passengers, so we can ensure they are implemented throughout the customer journey
- Airport and aircraft environments that facilitate appropriate levels of access
We will ensure that as a minimum our policies and processes meet the US Department of Transport's requirements in rule 14 CFR part 382: Nondiscrimination on the Basis of Disability in Air Travel. We will also ensure that our policies and processes in regards to unaccompanied minors are such that they provide a safe and caring environment. The policies also address the care of those individuals in the event of a lengthy tarmac or other delay.
To ensure the high quality of these services and protection of customer rights, we designate Complaint Resolution Officials (CRO) in US airports and airports with direct flights to the US to provide assistance in managing th eneeds of passengers affected by any irregular operations. We also have a dedicated team of specialists to assist those customers with disabilities, who may require medical clearance and those who have additional special requirements such as unaccompanied minors during the booking process and to offer advice where needed.
For further details on how you can ensure your trip is as easy as possible refer to the Special Assistance section of our website.
Lengthy tarmac delays
Despite our very best intentions and efforts, there are many factors that can contribute to us not departing on time. In instances where after boarding we are delayed on the tarmac, we offer the following to ensure customers’ essential needs are met and that the inconvenience is minimised for all concerned.
While it is highly unlikely that a flight will be delayed on the tarmac for more than 3 hours Air New Zealand has a plan in place that will in the event of a tarmac delay ensure:
1. An aircraft does not remain on the tarmac more than 4 hours at a United States airport before allowing passengers to deplane unless:
- The pilot in command determines that there is a safety or security related reason why the aircraft can not leave its position on the tarmac or
- Air traffic control advises the pilot in command that deplaning would cause significant disruption to airport operations.
2. Passengers are provided adequate water and food no later than 2 hours after the aircraft leaves the departure gate or touches down should the aircraft remain on the tarmac, unless the pilot in command determines that there is a safety or security related reason why this service can not be provided.
3. Onboard lavatories are operable while on the tarmac.
4. Adequate medical attention is available during the delay if required.
5. Additionally all passengers will be provided with updates during the delay regarding the status of the delay at least every 30minutes and where known the cause of the delay.
6. Passengers are provided the opportunity to deplane 30 minutes after the scheduled departure time and every 30 minutes after that time where the aircraft is positioned at a gate or other disembarkation area when the door is open and an opportunity to deplane exists.
7. Air New Zealand has sufficient resources available and that we have co-ordinated with local airport authorities, U.S. Customs and Border Protection (CBT) and the Transport Security Administration (TSA) to ensure we can facilitate our plan as described.
When Air New Zealand flights are operated by a partner airline the operating carriers tarmac delay plan will apply in all cases.
Overbooking and denied boarding
Specialist forecasting and careful planning means that denied boarding due to overbooking rarely happens. If it does, Air New Zealand is dedicated to providing a fair and consistent approach to how we compensate and determine boarding priority.
In all overbooking situations we will ask for volunteers before denying travel involuntarily to any passenger. Where your offer of volunteering to travel on an alternative flight is accepted by Air New Zealand you will be compensated in the same way as those who may be denied travel involuntarily.
Subject to the exceptions below, compensation is paid to any customer who:
- Holds a ticket for confirmed space, complies with check in procedures/timings and with immigration requirements for their distance; and
- Air New Zealand is unable to accommodate in the aircraft and the flight departs without them.
A customer denied boarding involuntarily from an oversold flight shall not be eligible for denied boarding compensation if:
- The customer does not comply fully with the Air New Zealand’s Conditions of Carriage or tariff provisions regarding ticketing, reconfirmation, check-in, and acceptability for transportation;
- The flight for which the customer holds confirmed reserved space is unable to accommodate that customer because the flight is cancelled or the aircraft is substituted with a lesser capacity aircraft due to operational or safety reasons;
- The customer is offered accommodations or is seated in a section of the aircraft other than that specified on the ticket at no extra charge, except that a customer seated in a section for which a lower fare is charged shall be entitled to an appropriate refund; or
- Air New Zealand arranges alternative air transportation at no extra cost and at the time such arrangements are made, the flight is planned to arrive not later than 1 hour after the planned arrival time of the customer's original flight
Compensation levels for flights originating at a US Airport
Time between original planned arrival time and
Voluntary & Involuntary
Between 1 and 4 hours
More than 4 hours
Payment for this compensation will be paid either in cash or if acceptable to the customer, in the form of an equivalent Air New Zealand travel voucher. Where a customer chooses a travel voucher over a cast payment, Air New Zealand will provide written advice of any restrictions in its use prior to the customer's final choice on compensation. Air New Zealand will waive any Air New Zealand booking fees normally applied. In all cases the value of a travel voucher will be the same as the cash payment offered.
Acceptance of compensation will relieve Air New Zealand of any further liability due to the failure to honour a customer’s confirmed reservation. Customers do however have the right to refuse compensation and bring private legal action.
In addition to any compensation paid Air New Zealand will refund any unused ancillary fees paid by the customer for associated services, unless those services are still utilised on the alternate flight.
Air New Zealand understands that making an informed purchasing decision is important; we therefore make information available on our website airnewzealand.com and via our Contact Centre on:
- Conditions that apply to your ticket and travel including fare cancellation policies
- Aircraft configuration including if lavatories are available onboard
- Information and terms and conditions on our frequent flyer programme, Airpoints
Additional information is available via our website and Contact Centre in regards to travelling with certain medical conditions and equipment, vacation packages, group travel, company information and more.
Notification of changes to your travel itineraries
Flight schedules are published months in advance and as such there will inevitably be occasions when flight times may change. We apologise in advance for any inconvenience this may cause you.
When a change occurs we will notify those passengers who have provided contact details as follows:
- Customers with bookings made directly with Air New Zealand that have an email address recorded will be sent an email notification at least 14 days prior to travel. Customers can then review the change and update their bookings online.
- Customers who have made bookings directly with Air New Zealand and who have given us a valid contact phone number will be called by a Contact Centre Consultant and informed of the change.
- Customers with bookings made via a travel agent or website other than airnewzealand.com will have a message sent to the booking agent to provide details of the change. The agent is responsible for contacting you.
- Customers with bookings that have no valid email address or contact phone number will not be able to be contacted.
Tips for keeping up to date with changes:
- Ensure you provide a valid email address when making your booking.
- Provide multiple phone numbers including a mobile phone number, at the time of booking. If you will have your mobile on roaming when travelling, please let us know
- Ask your travel agent to provide Air New Zealand with your contact details
- Update your contact details when ever you contact Air New Zealand throughout your journey
Responsiveness to customer complaints and compliments
We understand that there will be times when you want to comment on your experience with Air New Zealand. Your comments are always welcome and form an integral part of our ongoing commitment to service.
Air New Zealand will investigate any complaint regarding service failures, products or staff issues. This can take some time however we will ensure an interim response is sent within 30days and a substantive response within 60days of receiving any written complaint, as is required of airlines under such circumstances.
Compliments are of course also welcome. We will acknowledge all written compliments within 30days of receiving them and where a staff member is complimented we will ensure that praise is passed on.
Send us feedback online or write to:
Air New Zealand Customer Support
Private Bag 92007
If you would prefer to complete a customer survey on your experience with Air New Zealand please visit www.airnzmyvoice.co.nz. Please note that no response will be given to your comments via this channel.
Flight cancellations and misconnections
We understand that missing a connecting flight or having a flight cancelled is an inconvenience. Where Air New Zealand causes you to miss your connecting flight or cancels a flight we will:
- Where time permits contact you in advance provided you have provided a valid contact phone number and or email address
- Assist you in rebooking onto the next available flight to get you to your destination with minimal impact
- Ensure that our policies and procedures are followed in regards to provision of refreshments and where appropriate overnight accommodation and transfers between the airport and hotel
Where the reason for you missing your flight connection or cancelling your flight is a result of your own actions or outside of Air New Zealand's control, we will, provide assistance in rebooking your flight, however Air New Zealand is not liable for any associated costs. Air New Zealand strongly advises purchasing travel insurance to cover these and other unforeseen events.