Air New Zealand Missed Flight Policy

Overview

Missing an Air New Zealand flight can lead to consequences depending on your ticket type, fare conditions, and the circumstances of the missed flight. Air New Zealand, the national carrier of New Zealand and a Star Alliance member, classifies passengers who miss their flights without prior notification as "no-shows," which may result in the cancellation of the entire itinerary, including return or connecting flights. Below is a comprehensive guide to Air New Zealand’s missed flight policy based on available information.

Consequences of Missing a Flight

No-Show Policy: If you miss a flight without notifying Air New Zealand before departure, you are considered a no-show. For non-refundable fares (e.g., Economy Value), the ticket value is forfeited, and the ticket cannot be used for further travel or rebooked. The entire itinerary, including return or connecting flights, may be canceled. For example, a passenger reported being required to book a new full-price ticket after missing a flight due to third-party booking complications.
Non-Refundable Tickets: Non-refundable fares (e.g., Economy Value) are not eligible for refunds if you miss a flight. However, you may request a refund for unused airport taxes and fees, subject to a processing fee, within the ticket’s validity period (one year from issuance).
Flexible Tickets: Flexible fares (e.g., flexirefund, worksflexi, premiumflexi, businessflexi) allow changes or cancellations without no-show penalties if you notify Air New Zealand before departure. A change fee (e.g., USD $100 for Value fares) or fare difference may apply. You can make changes via the “Manage Bookings” portal or by contacting Customer Service.
24-Hour Cancellation Rule: Tickets are fully refundable if canceled within 24 hours of booking, provided the reservation is made at least 7 days (168 hours) before the first flight’s departure. This applies to all fare types, including non-refundable ones.

Options if You Miss a Flight

Rebooking: If you miss a flight, contact Air New Zealand immediately to explore rebooking options. For non-refundable tickets, you may need to purchase a new ticket at full price or pay a change fee (e.g., USD $100 for Value fares) plus any fare difference. Flexible fares may allow rebooking without additional fees if the same booking class is available. You can rebook via the “Manage Bookings” portal, by calling, or at an Air New Zealand airport counter. If booked through a travel agent, contact them directly. Some passengers have reported being quoted high fees (e.g., NZ$300) for last-minute rebooking.
Tax Refund: For non-refundable tickets, you can request a refund of unused airport taxes and fees (excluding third-party fees like the Voluntary Emissions Contribution Programme) via the Air New Zealand online refund form or by contacting Customer Service. Refunds are processed within several weeks to the original payment method. If booked through a travel agent, contact them for refund processing.
Travel Insurance: If you have travel insurance, check if it covers missed flights due to uncontrollable events (e.g., traffic, medical emergencies). For example, Air New Zealand’s travel insurance partner, Cover-More, may cover additional costs if you miss a flight due to unforeseen circumstances. Keep receipts, boarding passes, and booking confirmations for claims. Contact Cover-More directly, even if insurance was purchased with your flight.
Airport Assistance: Visit an Air New Zealand ticket counter or transfer desk at the airport for immediate assistance. Staff may assist with rebooking, but availability is not guaranteed, and fees may apply. Passengers have reported limited success with last-minute rebooking due to high costs or lack of available flights, especially on routes like Auckland to Christchurch.
Credit Option: If you miss a flight and notify Air New Zealand before departure, the ticket value may be held as a credit for future travel (valid for up to 12 months) for non-refundable fares, provided cancellation is made prior to departure. Credits can be used to book new flights, pay for changes, or purchase extras like seats or bags.

Missed Connecting Flights

If you miss a connecting flight due to a delay or cancellation:

Same Booking (Through-Ticket): If all flights are on the same Air New Zealand ticket, the airline will rebook you on the next available flight at no additional cost if the delay was within their control (e.g., engineering issues, crew shortages). They will also provide refreshments, meals, and, if needed, overnight accommodation (recommended guideline: $250 per room, $90 per person per night for meals) with itemized receipts required for reimbursement. For EU departures, you may be eligible for compensation of €250–€600 under EU Regulation 261/2004 if you arrive 3+ hours late due to airline-controlled reasons. Compensation depends on flight distance: €250 (up to 1,500 km), €400 (1,500–3,500 km), or €600 (over 3,500 km). For example, a passenger missing a connection due to a delayed Air New Zealand flight was rebooked but faced challenges with additional costs.
Separate Tickets: If flights are on separate bookings, Air New Zealand is not obligated to assist, and you may need to purchase a new ticket or pay a rebooking fee. Allow at least 2–3 hours for connections at hubs like Auckland (AKL) to account for delays, customs, or security checks. A passenger reported missing a connection in New Zealand due to a separate booking and had to book a new flight at full price.
Domestic Flights (Civil Aviation Act 1990): For domestic flights, if a missed connection is due to airline-controlled reasons, you may claim reimbursement for reasonable expenses (e.g., accommodation, meals, transport) up to 10 times the ticket cost or the actual cost of the delay, whichever is lower. For example, if a $150 ticket leads to $500 in expenses (e.g., $350 hotel, $100 taxi, $50 meals), Air New Zealand is liable for $500, not the $1,500 cap. Claims must be supported by itemized receipts and submitted via the online form.
Right to Care: For delays of 2+ hours on EU departures or airline-controlled delays, Air New Zealand must provide meals, drinks, two phone calls or emails, and, if necessary, accommodation and airport transfers. For delays of 5+ hours, you can request a refund for the unused ticket portion or a return flight to your starting point. For non-EU flights, similar care may be provided under Air New Zealand’s Conditions of Carriage, but compensation is not guaranteed unless specified. Keep receipts for reimbursement claims.
EU/UK Compensation: For EU-regulated flights (departing from the EU), you may claim compensation if you arrive 3+ hours late due to airline-controlled issues. Claims are valid for up to 6 years in some EU countries. Submit claims via Air New Zealand’s Customer Support Portal, by emailing, or through third-party services. Keep boarding passes and receipts. Response times may take 20–60 days.
Montreal Convention: For international flights between signatory countries (e.g., New Zealand and Australia), you may claim up to 5,346 SDR (~$7,000 USD, increasing to ~$8,750 USD from 28 December 2025) for expenses due to delays, provided the airline is at fault. Documentation is required.

How to Avoid No-Show Consequences

Notify in Advance: If you expect to miss a flight, contact Air New Zealand before departure via the “Manage Bookings” portal, by calling, or emailing. For cancellations within 24 hours of booking (for reservations made 7+ days before departure), you can receive a full refund without fees. After 24 hours, fare rules apply, with change fees or fare differences for non-refundable tickets.
Arrive Early: Air New Zealand requires check-in at least 30 minutes before departure for domestic flights and 90 minutes for international flights. Arrive 2–3 hours early for international flights to account for security, immigration, or delays. Missing check-in deadlines may result in being denied boarding and treated as a no-show. During peak periods (e.g., school holidays), check-in at airports like Wellington or Auckland opens 3 hours before departure.
Online Check-In: Check in online 24–30 hours before departure via the Air New Zealand website or mobile app to secure your boarding pass. Online check-in is available for most flights, except for unaccompanied minors or special-needs passengers. Confirm mobile boarding pass acceptance at your departure airport.
Monitor Flight Status: Check flight status via the Air New Zealand website, mobile app, or by calling Customer Service. Air New Zealand’s on-time performance is approximately 77.48% for departures, with 2.69% of domestic and 3.32% of international flights canceled in a 24-hour period. Download the Air NZ app for real-time updates and ensure your contact details are updated in your booking or Airpoints account.

Compensation and Regulations

Air New Zealand is subject to New Zealand’s Civil Aviation Act 1990 (CAA) for domestic flights, the Montreal Convention for international flights, and EU Regulation 261/2004 for EU departures. Key points include:

Civil Aviation Act 1990 (NZ): For domestic flights, if a missed flight or delay is due to airline-controlled reasons (e.g., engineering, crew shortages), you may claim reasonable expenses (e.g., accommodation, meals, transport) up to 10 times the ticket cost or the actual cost, whichever is lower. Claims require itemized receipts and must be submitted via Air New Zealand’s online form. The airline is not liable for delays outside their control (e.g., weather, air traffic control).
Montreal Convention: For international flights between signatory countries (e.g., New Zealand to Australia), you may claim up to 5,346 SDR (~$7,000 USD, increasing to ~$8,750 USD from 28 December 2025) for expenses due to delays or missed connections, provided the airline is at fault. Claims require documentation and can be submitted via Air New Zealand’s Customer Support Portal.
EU Regulation 261/2004: For flights departing from EU airports, you may claim compensation of €250–€600 if you arrive 3+ hours late due to airline-controlled issues. Compensation is not owed for extraordinary circumstances (e.g., weather, strikes). Claims are valid for up to 6 years and can be submitted via Air New Zealand’s Customer Support Portal or third-party services. Response times may be slow (20–60 days).
U.S. DOT Regulations: For flights to/from the U.S., you are eligible for a refund if a flight is canceled or changed by 6+ hours, regardless of the reason, and you choose not to travel. Compensation is not mandatory unless specified by fare rules.