Air New Zealand to extend Covid credit expiry by two years
All customers who have a Covid credit now have until 31 January 2026, to book travel for completion by 31 December 2026. At that time, given some of these credits are from early 2020, the airline will have provided customers with up to six years to use their credits.
Air New Zealand Chief Financial Officer Richard Thomson says the expiry extension recognises the volume of outstanding Covid credits and customer feedback that more time will help customers plan their travel.
"Air New Zealand has been doing what it can to contact customers. We've directly emailed customers, phoned those with high value credits, contacted travel agents and been advertising in national media," says Mr Thomson.
"So far close to 85% of our customers who had a Covid credit have used them to book flights, but there is still over $200 million remaining. Given that amount, we believe this extension is the right thing to do to give customers more time.
"Air New Zealand Covid credits were issued for customers who purchased non-refundable fares for flights that could not be flown due to the pandemic. All customers who purchased refundable fares for flights impacted by Covid and have contacted us for a refund have had this processed."
Mr Thomson says this will be the sixth time Air New Zealand has extended the expiry date for Covid credits, an unusual step acknowledging the unique circumstances created by the pandemic and the complexity involved in contacting customers all over the world.
"While we are doing our best to contact people, we've found some are easier to reach than others. Customers may have changed their contact details or booked through third parties which adds a layer of complexity.
Air New Zealand will provide a refund on your credit if the fare you purchased originally was a refundable fare or where we are required to under any applicable law. Air New Zealand continues to provide compassionate refunds to those who hold a credit and face financial hardship and asks customers to make contact if needed.
"We continue to offer customers significant flexibility. Customers can use their credit for any flight on the Air New Zealand network, can part pay using their credit and cash, use it to purchase excess baggage or seat select, can book for other people, or use it to upgrade their fare.
"We will continue to work hard over the next two years to reach customers who may be unaware they hold a credit. We encourage anyone who has a credit to book with us at their earliest convenience."
The extension will only apply to Covid related credits issued prior to October 2022. Credits issued since then under the airline's normal terms and conditions for cancellations outside its control will continue to be valid for the 12 months stated when the credit is issued, or as required by law.
Please note we're working to have information on our website and on individual accounts updated. If the expiry hasn't been updated yet, this won't affect your ability to use your credit to make a booking. If customers need to contact Air New Zealand about this issue, they can email: covidrefunds@airnz.co.nz.
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Issued by Air New Zealand Communications.
Email: media@airnz.co.nz │Twitter: @AirNZMedia
About Air New Zealand
Air New Zealand's story started in 1940, first taking to the skies between Auckland and Sydney on a flying boat - a Short S30. Known for its warm Kiwi hospitality, today, the airline has 104 operating aircraft ranging from Boeing 787-9 Dreamliners and Airbus A320s to ATRs and Q300s, offering customers comfort in the latest most efficient jets and turboprops. It's a modern fuel-efficient fleet with an average age of 7.3 years. Air New Zealand's global network of passenger and cargo services centres around New Zealand. Pre-Covid, the airline flew more than 17 million passengers every year, with 3,400 flights per week. Air New Zealand was recently named the World's Safest Airline by the Australian rating service AirlineRatings.com, highlighting the airline's laser-focus on safety. Last year, Air New Zealand won Best Corporate Reputation in New Zealand – 8th year in a row.
Air New Zealand has a well-connected domestic business, connecting customers and cargo to 20 different regions around New Zealand. Internationally, the airline has direct flights to major cities across Australia, Asia, the Pacific Islands and the US, and through its strong relationships with alliance partners, offers customers more choice and convenience to connect further afield to hundreds of destinations. Air New Zealand has a particular focus on sustainability and its Sustainability Framework helps guide the airline's efforts in tackling some of New Zealand's and the world's most complex challenges. Air New Zealand aircraft are proudly identified by its distinct tail livery of the Mangōpare, the Māori symbol of the hammerhead shark which represents strength, tenacity, and resilience.
About Star Alliance
Air New Zealand is proud to be a member of Star Alliance. The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognized by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Aegean Airlines, Air Canada, Air China, Air India, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, EVA Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAP Portugal, Turkish Airlines, THAI and United. Overall, the Star Alliance network currently offers more than 18,500 daily flights to 1,321 airports in 193 countries.