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CUSTOMER SERVICE & TARMAC DELAY PLAN

Air New Zealand has a guiding principle that "we will be the customers' airline
of choice when travelling to, from, and within, New Zealand."

We want your decision to fly with us to be an easy one so this customer service
plan outlines our commitment to you. Our own internal policies and procedures
have you in mind and support the uniquely Kiwi style of customer service that
Air New Zealanders are known for. Kia ora and welcome aboard.

 

On this page
 * Safety first
 * Lowest fares
 * Ticket refunds
 * Travel in a lower class
 * Travel insurance
 * Disabilities and special needs

 * Lost property
 * Delayed or damaged baggage
 * Responsiveness to customer complaints and compliments
 * Website information
 * More information

Flight changes
 * Flight changes prior to travel date
 * Flight changes on travel date
 * Flight cancellations and misconnections
 * Overbooking and denied boarding
 * Delay notification
 * Lengthy tarmac delays


SAFETY FIRST

Safety of our customers, staff and aircraft is paramount and non-negotiable. As
such we won't do anything to compromise on safety.


LOWEST FARES

Our flights can be booked online, through our contact centre, at Air New Zealand
ticket offices or at a travel agency. Our lowest fares are sometimes only
available when booking on our Air New Zealand website. Higher fares may apply
when calling our contact centre, visiting our ticket offices or airport ticket
counters, and you will incur service fees.

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.

When booking online we also offer Fare Hold which provides you some time to get
things sorted before firming up your travel plans. Fare Hold gives you the
opportunity to reserve fares for your selected itinerary at the displayed price
for up to 3 days in exchange for a fee. Fare Hold gives you time to free up
funds or confirm travel and accommodation details with your travel companions
without having to worry whether the fares might go up in price!

Suggestions to help you secure the lowest available fare:

 * State preferred dates of travel (however having some flexibility may reveal 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
 * If possible try to avoid peak travel times, such as public and school
   holidays where higher demand may result in less choice 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).


NOTIFICATION OF FLIGHT SCHEDULE CHANGES PRIOR TO THE DAY OF OPERATION

Flight schedules are published months in advance and there are many factors
often outside of Air New Zealand control that contribute to maintaining that
schedule. So there will inevitably be occasions when flight times may change
from when originally published.

When they do change we'll work with you to determine a suitable alternative and
we will do our very best to provide timely notice of flight delays,
cancellations and diversions of greater than 30 minutes to customers who have
provided contact information as follows:

 * Customers with bookings made directly with Air New Zealand that have an email
   address recorded will be sent an email notification if their travel date is
   at least 14 days away. Customers can then review the change and update their
   bookings online
 * Customers who have made bookings directly with us 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 the
   Air New Zealand website 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 us with your contact details (including day
   of travel contact details)
 * Update your contact details whenever you contact us throughout your journey
   (you can do this via your Airpoints Communication Preferences, or via Manage
   My Booking on the Air New Zealand website)


DELAY NOTIFICATION

Our priority is to get you to your destination on time. Unfortunately there will
be times when weather, air traffic control restrictions, operational or safety
reasons result in delays, cancellations or diversions.

Within 30 minutes of becoming aware of a flight delay, cancellation or diversion
that exceeds a delay of 30 minutes, we'll do our very best to ensure information
is available:

 * At the boarding gate
 * In our lounges
 * On our website - arrivals & departures and travel alerts
 * Via our contact centre

Due to the often complicated planning that results from delays and cancellations
our staff may not have full details of the alternatives available within 30
minutes. They will however be able to advise you of the delay and provide you
with further details as soon as practicably possible.

For the most up to date details on flight changes, automated travel alerts via
the Air NZ app, SMS or to your email are available via subscription.


DELAYS, CANCELLATIONS AND RESCHEDULES ON THE DAY OF DEPARTURE

The scheduled times of flights cannot be guaranteed and therefore don't form
part of your contract of carriage with us. If your Air New Zealand flight is
delayed, rescheduled or cancelled on the day of travel, we'll keep you updated
with announcements and/or in-terminal flight departure and arrival displays.
Air New Zealand's obligations in respect of delays, cancellations and
reschedules on the day of departure will be subject to all applicable.

If your flight is delayed, cancelled or rescheduled on the day of travel and:

 * Impacts on connections with other flights that are part of the same ticketed
   journey, we'll endeavour to ensure your onward travel is re-booked with as
   little disruption as possible
 * Impacts on other travel arrangements (including flights that are not part of
   the same ticketed journey), then we ask that you please contact your travel
   agent or travel provider to change those arrangements

If necessary, we may need to use an alternative aircraft and/or the services of
another carrier and/or transport provider to get you to your destination. That
might mean going via a different route than what you had originally booked. In
these instances we'll do that at no additional charge or refund to you.

Where a disruption that is due to reasons within our control results in an
overnight delay and you:

Have already commenced your journey, we will provide you:

 * Overnight accommodation and meals
 * Transport between the airport and the accommodation provided by us
 * A phone call to inform family/friends of your delay (or, if requested, we
   will endeavour to make contact on your behalf)

These provisions will be offered until alternative travel arrangements have been
arranged by Air New Zealand. Where any offered alternative flight is a
reasonable alternative, but you opt to make different arrangements, the costs of
these arrangements and any additional costs will be your responsibility.

Have not yet commenced your journey we will:

 * Endeavour to ensure connections with other flights that are part of the same
   ticketed journey are re-booked with as little disruption as possible
 * Keep you updated with any changes to rescheduled travel plans

Where you opt to amend the arrangements offered by us we will permit one change
without penalty for travel within 3 days of the unsuitable flight subject to
availability in the same cabin class. Changes outside of the 3 days or after the
first change can be made subject to the original fare rules and costs.

If the alternative flight arrangements made aren't acceptable to you, or if we
fail to operate reasonably according to schedule and your reason for travel no
longer exists then:

 * If the disruption is caused by reasons within our control we will provide
   options to hold your ticket in credit or refund your unused Air New Zealand
   ticket in accordance with our Conditions of carriage
 * If the disruption is caused by reasons outside our control (e.g. weather,
   natural disasters, a public health event (including epidemic/pandemic)) the
   normal terms and conditions of your Air New Zealand ticket apply. If your
   fare is non-refundable, you should review your travel insurance policy or
   approach your travel insurance provider to determine if you may be covered.
   If you do not have travel insurance, we will hold the value of your fare in
   credit for up to 12 months
 * If you hold a ticket issued by an airline other than Air New Zealand please
   contact your travel agent or travel provider. Alternatively you may wish to
   contact your travel insurance provider

Please ensure you let us know before leaving the airport if you no longer wish
to travel so we can cancel your travel arrangements. You should then submit your
refund or credit request (where applicable depending on the reason for
cancellation or delay) to your travel agent or to our refunds team.

 

Flights to and from Canada

If you are denied boarding, your flight is cancelled or delayed for at least two
hours, or your baggage is lost or damaged, you may be entitled to certain
standards of treatment and compensation under the Air Passenger Protection
Regulations.

Refund regulations are now in effect for flights that are cancelled or have long
delays due to a situation outside the airline's control. The new regulations
apply to flights taken on or after 8 September, 2022.

For more information about your passenger rights please contact your air carrier
or visit the Canadian Transportation Agency's website.

Si l'embarquement vous est refusé, ou si votre vol est annulé ou retardé d'au
moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez
avoir droit au titre du Règlement sur la protection des passagers aériens, à
certains avantages au titre des normes de traitement applicables et à une
indemnité.

Les règlements de remboursement sont maintenant en vigueur pour les vols annulés
ou qui ont de longs retards en raison d'une situation indépendante de la volonté
de la compagnie aérienne. La nouvelle réglementation s'applique aux vols
effectués à partir du 8 septembre 2022.

Pour de plus amples renseignements sur vos droits, veuillez communiquer avec
votre transporteur aérien ou visiter le site Web de l'Office des transports du
Canada.

Air New Zealand accepts the transportation of musical instruments as carry-on
and checked-in baggage. A musical instrument may be taken as carry-on baggage if
by adding the length, width and height of the bag together measures 118cm or
less. It must be stowed either under the seat in front of you or in the overhead
locker. When checking in a musical instrument, up to one metre (100cm) in length
counts as a standard bag. Please note that excess charges may apply if it is not
part of your included allowance. Otherwise our overweight or oversized charges
and restrictions will apply.


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 that is on the same ticket, or cancels a flight, we will:

 * Where time permits, contact you in advance provided you have provided us with
   a valid contact phone number and or email address
 * Assist you in rebooking flights that are on the same ticket onto the next
   available flight to get you to your destination as quickly as possible
 * Refund unused optional fees you have paid
 * Ensure that our policies and procedures are followed in regards to provision
   of refreshments and where required, 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 we are not liable
for any associated costs. We strongly recommend that you purchase travel
insurance to cover these and other unforeseen events.


OVERBOOKING AND DENIED BOARDING

Specialist forecasting and careful planning means that denied boarding due to
overbooking rarely happens. If it does, we are committed 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 customer. Where your offer of volunteering to travel on an
alternative flight is accepted by Air New Zealand, you will be provided with
compensation for this.

In the event that we do not receive a sufficient number of volunteers to travel
on alternative services, we will consider several factors before denying
boarding involuntarily. Passengers that are denied boarding involuntarily will
be provided compensation for this.

These may include but are not limited to:

 * Whether special assistance is required for the journey including:
    * where wheelchair assistance is required
    * those travelling with medical assistance or equipment
    * Young persons travelling alone and unaccompanied minors

 * Whether there are onward connecting flights booked on the same ticket
 * Whether travel is for compassionate or bereavement reasons

Note: Denied Boarding Compensation is not payable when:

 * You are not checked in on time or you were unable to be checked in due to not
   having the appropriate documentation
 * The flight is cancelled
 * An aircraft change is needed for operational or safety reasons and its use
   results in fewer seats being available
 * There are weight restrictions due to reasons outside our control, e.g.
   weather
 * You are able to be accommodated in a class different to that of what you have
   paid

In all instances of denied boarding Air New Zealand will comply with applicable
laws including:

 * 14 CFR part 250 in the US;
 * EU 261/2004 for flights departing the EU;
 * Civil Aviation Act 1990;
 * the Air Passenger Protection Regulations for flights departing to and from
   Canada; and
 * the Regulation on the Management of Public Air Transportation Services for
   Passengers for flights to and from China whereby you may be entitled to
   certain standards of treatment and the following compensation under Articles
   42-49:
    * Flights departing China to New Zealand CNY1550
    * Flights departing New Zealand for China NZD500.


TRAVEL IN A LOWER CLASS

If you are booked to travel in Business class or Premium Economy and we are
unable to accommodate you in the class of travel you are booked on we will in
addition to offering you compensation:

 * Accommodate you in the next lower class of travel
 * Provide you with a "downgrade" certificate entitling you to a refund of the
   difference of the class paid and the class travelled for the applicable
   flight sector
 * Offer to rebook you on the next available flight in the class of travel paid
   for

Where local law requires Air New Zealand to offer different alternatives we will
do so as required.


DELAYED OR DAMAGED BAGGAGE

We will make every effort to ensure your bags arrive at your destination on
schedule and in the condition we received them. Despite all care being taken,
baggage sorting systems are complex and involve both human and mechanical
interaction which sometimes results in baggage being delayed or damaged.

In the event that your baggage is delayed, we will endeavour to have it returned
to you within 24 hours of receiving notification that your bag is missing. 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 we
will refund any additional charge applied to carry the baggage and will
reimburse you for the loss in accordance with the legislation or regulation that
applies for your journey.

As our liability for lost baggage is limited, 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.

Any damage should be reported to Air New Zealand in writing as soon as you
discover it and at the latest, within 7 days of receipt of the baggage. For
contact details go to our Baggage services offices page.


LOST PROPERTY

If you've left an item onboard one of our aircraft please complete the Aircraft
lost property form providing as much information as possible. We'll be in touch
as soon as possible on receipt of the details.


TICKET REFUNDS

Where Air New Zealand is required to provide a refund under any applicable law
or 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 as quickly as possible.

Refunds are subject to applicable fare rules, any applicable law and
Air New Zealand's Conditions of carriage.

You can get a refund through Manage Booking if you cancel your refundable ticket
before the flight departure.

If the option to cancel is not available to you through Manage Booking and you
meet the refund criteria outlined in Conditions of carriage, you can request a
ticket refund here.


ACCOMMODATING CUSTOMERS WITH DISABILITIES AND SPECIAL NEEDS

We recognise the importance of our role in the carriage of all customers,
including those with disabilities.

We understand that the carriage of people with disabilities can present unique
challenges for both customers 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 customers with disabilities,
   including the use of specialised handling equipment
 * Availability of booking services that identify and capture the specific
   requirements of customers, so we can ensure they are implemented throughout
   the customer journey
 * Airport and aircraft environments that facilitate appropriate levels of
   access

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 can also assure you that our policies and processes in regards to
unaccompanied minors provide for an entirely safe and caring environment. Our
policies also address the care of individuals with special needs 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 the needs of
customers affected by any irregular operations, for all other airports our team
leaders and managers fulfil this role. We also have a dedicated team of
specialists to assist those customers with disabilities, who may require medical
clearance and those who have additional specific requirements such as a fear of
flying and to offer advice where needed.

For further information on how you can ensure your trip is comfortable and
hassle-free refer to the Special assistance section of our website. Or call our
friendly team on 09 255 7757 or email specialhandling@airnz.co.nz.


LENGTHY TARMAC DELAYS

Despite our very best intentions and efforts, there are many factors that can
contribute to us not departing on time or be able to permit customers to
disembark on arrival. If this happens along with providing customers with
updates we will endeavour to ensure that urgent medical attention is available
and that where possible water and food is available along with lavatory
facilities.


WEBSITE INFORMATION

Air New Zealand understands that making an informed purchasing decision is
important; we therefore make information available on our Air New Zealand
website 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 on our website and from our contact centre
about travelling with certain medical conditions and equipment, vacation
packages, group travel, company information and more.


RESPONSIVENESS TO CUSTOMER COMPLAINTS AND COMPLIMENTS

We understand that there will be times when you want to comment on your
experience when travelling with us. We welcome your comments, as they form an
integral part of our ongoing commitment to improving our service.

Send us feedback online or write to: flightcomment@airnz.co.nz

Or

Contact us on any of our local contact numbers depending on where you are
calling from:

Local Numbers

Or

Air New Zealand Customer Relations
Private Bag 92007
Auckland 1142
New Zealand

If you would prefer to complete a customer survey on your experience with
Air New Zealand please visit www.survey.airnewzealand.co.nz. Please note that no
response will be given to your comments via this channel.


TRAVEL INSURANCE

While we will make all efforts to operate to schedule and ensure both you and
your bag/s make it to your destination we strongly recommend you take out travel
insurance to protect against not only delay and lost baggage but other
unexpected events like medical emergencies, cancellation of planned
arrangements, etc.

We offer insurance in many markets and where we don't we ask that you make your
own arrangements.


MORE INFORMATION

Our Conditions of carriage and privacy statement provide you with additional key
information about our commitments to you and also outline responsibilities that
you have to us.

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