Overview
Air New Zealand, the flag carrier of New Zealand, offers a flexible flight change policy to accommodate passengers needing to modify their travel plans. Changes can be made online via the Manage Booking portal, through the Air NZ app, via the Contact Centre, or at airport counters, subject to fare rules and availability.
Key Policy Highlights
- Risk-Free Period: Changes or cancellations are free within 24 hours of booking for tickets purchased directly through Air New Zealand’s website, app, or Contact Centre, provided the booking is made at least seven days before departure. This applies to domestic and international flights but not to group bookings or certain promotional fares.
- Eligible Tickets: Most fare types, including Economy, Premium Economy, and Business Class, allow changes. Flexichange and Flexirefund fares offer greater flexibility, while Value, Seat Only, and grabaseat Greenlight fares have stricter conditions or higher fees.
- Fare Difference: If the new flight is more expensive, passengers must pay the fare difference. No refund is provided if the new flight is cheaper, unless the fare is refundable (e.g., Flexirefund).
- Change Fees: Fees vary by fare type, route, and timing. Value fares incur a fee for changes, while Flexichange and Flexirefund fares allow fee-free changes. Business and Economy Flexible fares (e.g., Y/B/M/H) permit changes without fees, though fare differences apply. Online changes waive service fees, but Contact Centre or airport changes may incur additional charges. Infant fares can be changed free of charge.
- Same-Day Changes: Same-day changes are allowed for domestic flights, subject to availability, and can be requested at the airport. Flex Time tickets allow same-day changes to earlier or later flights without fees, while other fares may incur a fee per person. International same-day changes depend on fare type and destination.
- Name Changes: Full name changes or ticket transfers are not permitted due to security regulations. Minor spelling corrections (a few letters) are allowed with documentation to match the passenger’s identification, subject to approval by contacting Air New Zealand.
- Third-Party Bookings: Tickets booked through travel agencies or third-party platforms must be changed through the original booking source, and Air New Zealand’s policy may not fully apply.
- Time Restrictions: Changes must be made before the flight’s departure. No-show passengers who fail to change or cancel before departure may face additional fees or forfeiture of the ticket’s value, depending on fare rules.
- Codeshare Flights: For flights operated by partner airlines, the operating carrier’s change policy applies. Passengers must contact the relevant airline for changes.
How to Change Your Flight
Online:
- Visit the Air New Zealand website or Air NZ app and navigate to the “Manage Booking” section.
- Enter your six-character booking reference (ending in H) and last name to retrieve your reservation.
- Select the flight to modify, choose a new date or time, and review any fees or fare differences.
- Complete the payment process, if applicable, and receive confirmation via email.
Offline:
- Contact Air New Zealand’s Contact Centre via phone or live chat for assistance.
- Visit an Air New Zealand ticket counter or airport office for in-person changes.
Special Circumstances
- Airline-Initiated Changes: If Air New Zealand cancels or delays a flight significantly (e.g., not on the same day or adjacent days for international flights), passengers can rebook without fees or request a refund or credit. Domestic passengers may have additional rights under the Civil Aviation Act for controllable disruptions, such as reimbursement for meals or accommodation.
- Compassionate Fares: For unexpected medical emergencies or bereavement, Air New Zealand offers compassionate fares for domestic flights, allowing fee-free changes or partial refunds if a cheaper fare applies. Bookings must be made within 48 hours of a medical crisis or seven days of a bereavement.
- EU/UK Passenger Rights: For flights departing from or arriving at EU/UK airports, passengers may be eligible for compensation under EC 261/2004 for delays or cancellations within the airline’s control, unless caused by extraordinary circumstances like weather.
Additional Notes
- Non-Transferable Services: Extras like seat selection, extra baggage, or Skycouch may not transfer to the new flight. Refunds for these services may be issued if unavailable on the new flight.
- Airpoints Benefits: Most fares earn Airpoints Dollars and Status Points, except grabaseat Greenlight fares or tickets purchased with Airpoints Dollars. Changes can be managed via the Airpoints account online.
- International Flights: Change policies for Trans-Tasman (New Zealand to Australia), Pacific Islands, and long-haul flights vary by fare type and destination. Passengers should check specific fare rules on their e-ticket.
- Travel Credits: If eligible, passengers may receive a credit for future travel instead of a refund, valid for booking new flights, seat upgrades, or extra baggage. Credits cannot be used for hotels, rental cars, or voluntary emissions contributions.
