Air New Zealand’s cancellation policy varies by fare type, booking timing, and route, with specific provisions for refunds and fees. Here’s a concise overview based on the latest information:
24-Hour Cancellation Policy: You can cancel any ticket within 24 hours of booking for a full refund without fees, provided the booking is made at least 7 days (168 hours) before departure. This applies to all fare types, routes, and service classes, except group bookings and tickets purchased with Airpoints/miles.
After 24 Hours:
Non-Refundable Fares (e.g., Seat, Seat + Bag, Economy Sweet Deals, Global Saver):
- Cancellations are not refundable, but the fare can be used as credit toward another Air New Zealand flight of equal or higher value, provided cancellation occurs before departure. Residual amounts are non-refundable.
- No-show forfeits the ticket value, and it cannot be used for future travel or rebooking.
- Cancellation fees: $100–$400 for domestic/international flights, depending on timing (e.g., $100–$500 if canceled within 24 hours of departure).
Refundable Fares (e.g., Flexirefund, Worksflexi, Premiumflexi, Businessflexi, Global Flexi):
- Fully refundable if canceled before departure, with no fees for Flexirefund or Business Premier fares.
- Economy/Premium Economy Flexi fares: Refundable with a $150–$300 fee (NZD) for Global Flexi, or $200 (NZD) for Pacific Island routes during peak periods (December–January).
- No-show on Global Flexi fares incurs a $300 (NZD) change fee but remains refundable.
Infant Fares: Fully refundable at all times, with no fees.
Upgraded Fares: If upgraded (e.g., from Global Saver to Global Flexi), only the upgraded portion is refundable, with original fare fees applying.
Airline-Initiated Cancellations: If Air New Zealand cancels or significantly changes a flight (e.g., delays over 6 hours, different airport, or added connections), you’re entitled to:
- A full refund of unused fares, taxes, and ancillary fees (e.g., extra bags, seat selection), even for non-refundable tickets.
- Rebooking on the next available flight or an alternative carrier at no cost.
- A travel credit if you choose not to travel, valid for 12 months from issuance to book, with travel up to 12 months later.
- Compensation under EU/UK Regulation 261/2004 for flights departing from the EU/UK or arriving on a European carrier:
- €250 for flights ≤1,500 km
- €400 for flights 1,500–3,500 km
- €600 for flights >3,500 km
- No compensation if caused by extraordinary circumstances (e.g., weather, strikes).
- For U.S. flights, automatic refunds are required for cancellations or significant changes (e.g., delays >6 hours) under U.S. DOT rules, including ancillary fees, unless you accept the new schedule.
- In New Zealand, for controllable disruptions (e.g., crew shortages), refunds or rebooking are offered; for uncontrollable events (e.g., weather), credits are provided if alternatives are unsuitable.
Special Circumstances:
- Compassionate Grounds: Refunds may be granted for illness, financial hardship, or inability to use credits, subject to Air New Zealand’s approval with documentation.
- Missed Connections: If a delay causes a missed connection, you can get a refund or rebooking. No compensation if the miss is due to passenger actions (e.g., late arrival, missing documentation).
- Involuntary Downgrades: Up to 75% of the seat price may be refunded for EU/UK flights.
How to Cancel:
- Offline: Call +1-877-240-6770, or visit an Air New Zealand ticket counter. For travel agency bookings, contact the agent directly.
- Last-Minute: Cancellations must be made at least 2 hours before domestic flights or 3 hours before international flights.
Refund Process:
- Refunds are processed to the original payment method within 7–14 business days (credit cards) or up to 20 days (cash/check). Airpoints refunds retain the original expiry date.
- Taxes and airport charges are refundable for unused tickets, even if non-refundable, unless part of the Voluntary Emissions Contribution Programme.
- Credits are issued per booking, including fares, taxes, and fees (e.g., extra bags, seat selection), but exclude insurance, hotels, or rentals. Credits issued after October 1, 2022, are valid for 12 months to book and 12 months to travel.
Additional Notes:
- Fare rules are noted on your e-ticket receipt. Always check specific conditions at booking.
- For EU/UK flights, compensation claims must be filed directly with Air New Zealand, not third parties, unless the passenger lacks capacity.
