Air New Zealand

refund policy – how to claim your money back

 Your refund eligibility with Air New Zealand depends on your fare type, reason for cancellation, and region of travel:

• ✅ Refundable fares (e.g. Flexi-refund) can be cancelled for a full refund.
  
  
• ❌ Non-refundable fares (like Seat or Seat+Bag) don’t allow refunds if you cancel voluntarily. Credit may be offered instead.
  
  
• ✅ If Air NZ cancels your flight or significantly delays it, you may be entitled to a refund - especially under NZ, US, or EU regulations.
  
  
• ✅ US bookings get a 24-hour grace period for cancellation and full refund.
  
  
• ✅ Refunds may also be approved on compassionate grounds (bereavement or serious illness) with documentation.
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Always check your fare rules on your e-ticket or the Air NZ website for specifics.

1. Check eligibility – Use Air NZ’s online eligibility tool or confirm your fare rules.
   
   
2. Cancel your booking – Log in to “Manage Booking” online, or call Air NZ (e.g., 0800 737 000 in NZ, 1800 132 476 in AU).
   
   
3. Submit refund request – Fill out the online Refund Request Form, or request via live chat or phone if eligible.
   
   
4. Provide details – Have your booking reference, passenger info, and reason ready.
   
   
5. Track and follow up – Expect confirmation within days. If no update in 2 weeks, follow up with Air NZ.
   

• ✅ Typical refund time: 1–2 weeks for standard cases.
  
  
• ⏳ Major event delays (e.g., weather or mass cancellations): Up to 4–6 weeks.
  
  
• 💳 Card refunds: Usually visible 2–5 business days after Air NZ processes it.
  
  
• 💸 Bank transfers: Take 1–3 business days post-processing.
  
  
• 🧾 Credits: Often applied immediately after refund approval.

If no funds arrive within 2–3 weeks, contact customer service to escalate.

• 🔁 Original payment method – Card, Airpoints™, or travel credit.
  
  
• 💵 Bank transfer – If card is no longer valid or unavailable.
  
  
• 💳 Credit vouchers – Used for non-refundable tickets (not converted to cash).
  
  
• 🚫 No third-party payments – Refunds only to original payee/method.
  
  
• 📩 Extras like baggage or seats – Refunded if flight cancelled or not used.

Air NZ does not offer refund method flexibility unless there’s a valid issue with your original payment channel.

• ❌ Non-refundable ticket confusion – Economy fares may only qualify for credit.
  
  
• 🕒 Delayed processing – Follow up if no action after 2–3 weeks.
  
  
• 🧾 Travel agent bookings – Must be cancelled and refunded via the agent.
  
  
• 📞 Long wait times – Use live chat or call during off-peak hours.
  
  
• 🧩 Partial refunds missed – Add-ons like bags may require separate refund request.

Always document communications and keep reference numbers to avoid repeat calls.