Air New Zealand Refund Policy 2026: Airpoints, Cancellations & Cash Refunds
Updated: January 10, 2026 | By James Wilson, Pacific Airlines Expert
Quick Summary
Air New Zealand (Star Alliance) has Flexi fares that are refundable. Award-winning Skynest and Business Premier. If Air NZ cancels, demand cash. Call 1-844-656-7300.
1. Air NZ Fare Types
| Fare | Changes | Refundable? |
|---|---|---|
| Seat | NZ$100+ | Credit |
| Works/Works Deluxe | Free | Credit |
| Flexitime/Flexidate | Free | ? Cash |
2. Airpoints
Airpoints Dollars work like cash - NZ$1 = 1 Airpoints Dollar. Status Points earned separately. Airpoints never expire.
Your Legal Rights Under DOT Regulations
Under DOT regulations, you have federal rights that airlines cannot override:
? Your Guaranteed Rights:
- 24-hour full refund: Cancel any ticket within 24 hours if booked 7+ days before departure
- Cash refund when airline cancels: Never have to accept vouchers for airline-caused cancellations
- Refund timeline: 7 business days (credit card) or 20 days (other payment methods)
- Tarmac delay protections: Must deplane after 3 hours (domestic) or 4 hours (international)
- Denied boarding compensation: $775-
3. FAQs
,550 for involuntary bumping
If denied your rights, file a complaint at airconsumer.dot.gov.
Baggage Fee Refunds
Paid for checked bags but your flight was cancelled or delayed?
- Flight cancelled by airline: Full refund of ALL baggage fees
- Bag delayed 24+ hours: Eligible for essential items reimbursement
- Bag lost permanently: Up to $3,800 liability (domestic)
Important: File claims immediately and keep all receipts.
3. FAQs
Does Air NZ charge change fees?
Seat fares: NZ$100+. Works and Flexi: Free changes.
Can I get cash refund?
Flexi fares are refundable. Seat/Works get credits. Air NZ cancels = cash.
Which US cities does Air NZ fly to?
Auckland connects to: Los Angeles, San Francisco, Houston, Chicago, New York (via Star Alliance partners).
What is AIR New Zealand's refund policy for cancelled flights?
When AIR New Zealand cancels your flight, you're entitled to a full refund to your original payment method - not just a voucher. If the airline offers only credit, you can insist on cash back. For schedule changes over 2 hours, refund rights typically apply. Call 1-844-656-7300 for help enforcing your refund.
Does AIR New Zealand charge change fees?
Change fee policies vary by fare class and route. Many AIR New Zealand fares now allow free changes (you pay only fare difference), while basic/light fares may still have restrictions. The 24-hour DOT cancellation rule applies to all US departures. Contact us at 1-844-656-7300 for your specific ticket.
How do I contact AIR New Zealand customer service?
Skip the long hold times. Our travel specialists at 1-844-656-7300 have direct access to AIR New Zealand reservation systems and can resolve issues faster than the general customer service line. We're available 24/7 for urgent travel situations.