Updates

Update as at 6.30am NZT Monday 22 July 2024

The following can be attributed to Jeremy O'Brien, General Manager International 

"Due to the ongoing uncertainty and pockets of unrest in New Caledonia, Air New Zealand has extended the pause on its Auckland – Nouméa service. This service will now be paused until 14 December 2024. 

We understand that this will be disappointing for customers who have travel plans to and from Nouméa and we apologise for the disruption this causes. It's not a decision we have taken lightly, but as there are still pockets of civil unrest, safety is our number one priority.   

Customers booked directly with Air New Zealand to travel to Nouméa will have their flights automatically held in credit. Due to limited options and continued uncertainty in the region, customers will not be rebooked on flights to Nouméa via alternative services. Customers can also opt to receive a full refund on their booking. 

Customers booked through a travel agent should contact them directly to discuss the options available to them.   

We'd like to thank customers for their patience and understanding."  

Updated at 7.30am Saturday 20 July

Please attribute to Air New Zealand Chief Customer and Sales Officer, Leanne Geraghty

Following on from yesterday's digital outage that impacted organisations globally, we expect our flights, both international and domestic will operate as normal today.

We will continue to monitor the situation closely over the weekend and will update customers if required.

Updated at 10.00pm Friday 19 July

Please attribute to Air New Zealand Chief Customer and Sales Officer, Leanne Geraghty

We're continuing to monitor the impact of the global digital outage. Our flights, both international and domestic, have continued to operate normally. We will keep a close eye on our services throughout the evening and update customers if required.  

Our Customer Care team is experiencing a high volume of calls. To ensure we're able to help those who have imminent travel, we ask customers to please only call if they have travel booked within the next 48 hours.

Updated at 8.30pm Friday 19 July

Please attribute to Air New Zealand Chief Customer and Sales Officer, Leanne Geraghty

We are aware of the current digital outage that's impacting organisations globally. As of 8pm this evening, our flights are operating normally.

We understand some customers will be experiencing payment issues if they are with impacted banks. We are continuing to work through any further potential impacts to our systems and will provide updates to our customers when required.

Our Customer Care team are experiencing a high volume of calls. To ensure we're able to help those who have imminent travel, we ask customers to please only call if they have travel booked within the next 48 hours.

Updated at 7.15pm Friday 19 July

Please attribute to Air New Zealand Chief Customer and Sales Officer, Leanne Geraghty

We are aware of the current digital outage that's impacting organisations globally. As of 7pm our flights are operating normally, however, we are working through any potential impacts to our systems and will provide updates to our customers when required.

Update as at 1:00pm on Thursday 6 June 2024

The following can be attributed to Air New Zealand Chief Digital Officer, Nikhil Ravishankar

"Improving our loyalty offering for our Airpoints members is something we have been working on at Air New Zealand for many years. We want to have an Airpoints programme that rewards our most loyal customers and provides them with a seamless experience online, when travelling, and when earning or redeeming their membership benefits.  

Today we are pleased to let our customers know the first stage of these changes are on the way. Over the coming weeks, we will be changing to a globally recognised platform that allows us to deliver on our commitment to improve our Airpoints members' experience and release exciting new enhancements over time. We're looking at ways we can refresh tiers and benefits, expand our partner network and how we can provide customers new ways to earn, all while providing them with a seamless digital experience.  

As we bring the new Airpoints experience online we expect there will be a short downtime period. We will let customers know what will be affected and how long for once we are closer to launching these changes". 

For more information, please head to our website.