COVID-19 FAQs

Here are the FAQs regarding COVID-19 and upcoming travel. The most up to date travel restrictions can be found on the Air New Zealand Travel alerts page.

Last updated 13 May 2020 at 7.07PM NZT

Social distancing and wellbeing

What are you doing to support social distancing at airports?

What are you doing to support social distancing on your aircraft?

What steps are you taking to enable contact tracing?

What do I need to do to keep myself safe when I’m travelling?

Will I need to wear a mask in airports or on board your aircraft?

What else do I need to know before travel?

How will I know if I'm sitting next to someone who has travelled on an International flight?

Why has my seat request been changed?

New Zealand domestic flight services

What does the new schedule look like?

Will I be able to check in online or via the Air New Zealand App?

I hold a ticket from a New Zealand domestic airport you're no longer flying from, can I still use it?

What will happen to my existing flight?

What sort of aircraft will be operating on the reduced schedule?

Will Air New Zealand continue to provide social distancing on these flights?

I have travel booked within New Zealand and don't want to travel, can I get a refund?

International flight services

Once the pandemic is over will you fly to Buenos Aires again?

Why can't you continue to fly between Los Angeles and London until your planned exit date in October?

What will happen to my booking for Buenos Aires/New York/Los Angeles-London?

Which International services will you continue to operate?

Can a passenger connect to a New Zealand domestic flight on arrival?

I'm a visitor to New Zealand. Do I need to return home?

What if I want to travel but postpone to a later date?

I need to get to my home country and you've suspended your services there, how can you help me?

Credit information

What is the process for requesting a credit for my flight?

I requested a credit online but I didn't receive a confirmation email. How do I know you received it?

Can I use my credit online?

My flight has been cancelled but I haven't heard anything, what's happening?

My travel has been held in credit can I go straight to the airport and travel out?

I have credit can I use it for a new domestic flight?

How can I use a credit?

I don’t want to travel any more, can I get a refund?

Can my credit or new ticket be refunded?

Other travel information

Can my children still travel as unaccompanied minors?

My children were booked to travel internationally as unaccompanied minors, what will happen with their tickets?

Can I travel with my pet?

Will you be opening your Lounges at Alert Level 2?

Will Valet parking be available?

Can I still use the Fast Bag services on regional flights?

Do I need to treat my baggage differently?

Will you be serving drinks and snacks on your domestic flights?

Will I still be able to enjoy Koru Hour when I travel?

Can passengers transit New Zealand or Australia to get home?

I'm a New Zealand passport holder and need to travel overseas. Can I connect from a New Zealand domestic flight to an International flight?