If the code you're using looks different, it might be something else.
If you can't find your booking reference, please contact us.
Is my booking reference the same as my ticket number?
No. Your booking reference is shared by everyone in your group, and all the flights in your journey. It has six characters, which can be numbers or letters. All Air New Zealand booking references end in the letter H.
Your ticket number is unique to you, and you may have more than one ticket for your journey. It is a thirteen digit number, starting with 086 for Air New Zealand flights.
Where can I find my ticket number?
You can find your ticket number in the booking confirmation email we sent. It includes your e-Ticket, as a PDF attachment. Your ticket number is at the top left, next to your name.
If you can't find that email, please contact us. If it's an Air New Zealand ticket we'll be able to help.
Can I manage my booking through my Airpoints account?
As an Airpoints member you can sign in to see your flights under Your Bookings, and make changes from there.
If a flight is missing, you can add it in. You can use your booking reference, your flight details, or your hotel itinerary number.
When you book online, be sure to include your Airpoints number.
How do I change my flight details if I have more than nine people in my group?
Our Group Booking team can help. Send them an email with your details, or call on 0800 767 747. If you're not in New Zealand, call +64 9 357 3000.
Can I change my booking?
In most cases, you can. However, this may incur a charge depending on the fare type that you have paid for. You can find the full details of your fare type on our fare rules page. Your fare type is noted on the receipt page of your E-ticket.
How much does it cost to change a flight?
If you have booked a flexi fare for New Zealand domestic or international travel, you won't have to pay any change fees if the changes are made before your flight's scheduled day. You can find more details about your fare type on our fare rules page, and it's also noted on your E-ticket receipt.
If you've made a direct booking with us, you can adjust your itinerary online within 24 hours without a change fee. A fare difference may apply.
Certain changes, like requesting a special meal, are free, but there may be extra costs for upgrades or adding a bag.
If your new flight costs more than the original, you'll need to cover the fare difference. You can easily check which changes you can make by signing in to Manage Bookings.
If you decide to change your flight, making the change online will not incur a service fee. However, if changes are made through our contact centre, an extra service fee will apply.
Where can I update my past flight bookings?
You can't make changes to past flight bookings, but you can see all your past flights in your Airpoints account.
If your recent flight isn't listed, it's easy to add it and earn your Airpoints Dollars and Status Points. Go to 'My Bookings' to add your missing flight. You can use your booking reference, flight details or hotel itinerary number.
We'll automatically credit your account with your flight's Airpoints Dollars and Status Points.
Do you refund my card payment fee if I cancel my booking?
Yes, if you have a refundable ticket we will also refund your card payment fee.
Will you refund my cancelled NZ domestic flight?
We offer refunds for flexirefund tickets if you need to cancel your trip. There is no fee for cancellations made prior to departure. However, in the event that you do not show for your flight, changes can still be made after departure, but an NZD $50 cancellation fee will be applicable for a refund.
Certain third-party fees such as taxes, airport charges, and CarbonZero payments cannot be refunded, unless required by applicable law. These costs have already been covered by us.
Additionally, our other New Zealand domestic fares are non-refundable unless specified by applicable law.
In the unfortunate event of the passing of an immediate family member, including a travelling companion, we are here to assist. Immediate family members include a spouse, child, parents, siblings, grandparents, and grandchildren; it also encompasses parents-in-law, siblings-in-law, as well as sons-in-law and daughters-in-law. Learn more about our compassionate fares.
It's important to remember that in certain instances where your travel is disrupted due to reasons beyond our control, such as weather conditions, your travel insurance may cover cancellations. It's recommended to review your policy to ascertain whether you are eligible to make a claim.
Refunds are subject to fare rules and local legislation.