Credit and refund information
Please note: We are working as quickly as possible to process your refund within a reasonable timeframe. Our turnaround time for all new refund applications is approximately 2 weeks from the time of application.
Last updated 22 December 2025
Apply for a refund
Check to see if you are eligible to apply for a refund
Check your credit balance
You can view a credit and use it to book new flights, pay for a flight change, purchase seats, bags or upgrade an existing booking online
Use credit to book
You can use your credit before it expires to book flights up to 12 months* in advance
Credits
What is a credit?
A credit is a dollar value retained for you to use to book future travel. Think of it as holding an electronic voucher to spend when you're ready. You may be offered the option of a credit if your flight is cancelled or if your plans change.
Your credit includes any of the following which apply to your booking:
- the original fare,
- all taxes paid (including GST),
- any Air New Zealand flight products, e.g. Seats to Suit, Economy Skycouch, Seat Select, extra bag(s).
- any unaccompanied minor fees, credit card surcharges, or booking fees.
Some things are not included in your credit value, such as Voluntary Emissions Contribution Programme contributions, insurance, hotels, and rental cars.
One credit is issued per booking. If you have multiple eligible bookings, you will be issued multiple credits.
How do I view and use my credit?
You can view a credit and use it to book new flights, pay for a flight change, purchase seats and bags or upgrade an existing booking online and more. Find out more about viewing and using a credit.
What are the key dates?
Your credit expiry date depends on the day your credit is processed.
For credit received before 30 September 2022
- Redeem your credit by booking new flights by 31 January 2026. Any unused credits will expire after 11:59pm, 31 January 2026
- Complete travel before 31 December 2026
- For example, if you received a credit on 20 June 2021 you would have until 31 January 2026 to book a flight, with travel to be completed by 31 December 2026
For credit received from 1 October 2022
- Redeem your credit by booking new flights within 12 months of the date you received your credit
- Travel within 12 months* from the time you made the booking
- For example, if you received a credit on 5 October 2024 you would have until 5 October 2025 to book a flight, at which time you can book up to 12 months* in advance. All travel must be completed within 355 days from the date of booking.
See the full credit terms and conditions for more information.
View a credit
Use a credit
Frequently asked questions - Credit
I would like to make changes to my booking. Will I be charged change fees?
If you have booked a flexi fare, there are no change fees for NZ domestic or international travel if you make changes before the day of your flight. Other fare types may incur a change fee.
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.
Will I be eligible for credit if Air New Zealand cancels my flight?
We will inform you about options in the event of flight changes or cancellations. Please ensure that your contact information is up to date. You may be eligible for credit if Air New Zealand cancels your flight. Refer to our Conditions of Carriage for more information.
What can I use my credit for?
You can use your credit to purchase any
- Air New Zealand fares, including when another airline is involved.
- a flight change
- seats
- extra bags
- upgrading an existing booking
Any additional payment must be made using a credit card. Credits cannot be used at the Airpoints™ Store, for voluntary offset programme contributions or to purchase other travel products such as hotels or rental cars.
Find out more about using a credit.
Refunds
Our NZ domestic seat options offer travel flexibility to make changes to your travel plans prior to departure. If you have a flexi change or flexi refund ticket, you have the flexibility to change your flight with no change fees. Flexi refund is also fully refundable.
Eligibility
Fares are only refundable under the following criteria:
- It was specified in the original conditions of your fare, or
- Local legislation requires a refund when a flight is cancelled by the operating airline, or
- Your booking with us is cancelled or delayed due to reasons within Air New Zealand's control, and it meets the criteria outlined in the Conditions of carriage
- A partial refund may be granted in cases of unexpected critical medical emergency or a bereavement with a compassionate fare
Refundable fare types
Frequently asked questions - Refunds
Can my credit or new ticket be refunded?
A credit retains the refund rules of the original ticket placed in credit, until it is used, in whole or in part. When any part of a credit is used, the remaining balance becomes non-refundable and will not be refunded.
You can use a credit to purchase a refundable fare. If you claim a refund, the value will be returned to the original payment form. This means that any portion paid using a credit will be returned to you as a credit. The credit will be available for as long as it remains valid.
How long will it take to process my refund request?
We aim to complete each refund within 2 weeks however as each case is different, sometimes we may require a little extra time.