COVID-19 updates - Air New Zealand operations

We are rapidly adapting our operations to the changing COVID-19 situation. Here are all the changes we're making at Air New Zealand.

Before booking, please check local destination entry requirements and government travel restrictions.

Capacity reductions and flight changes

Last updated 8 May 2020

The global situation is changing at a rapid pace, so we're adapting our operations as fast as we can. Our Travel alerts page is the best place to check what's happening.

NZ domestic flight schedules

We have been working hard to further add to our domestic schedule over the past few days and we're pleased to announce that progressively from Thursday 14 May we'll be flying additional routes. Days of operation and timings will continue to be evaluated as demand for routes changes. Please continue to check our website for the most up to date availability.

For more guidance on domestic travel under Alert Level 2 please see here before you book a ticket or head to the airport.

Level 2 domestic schedule

Christchurch

 

Gisborne

 

Kerikeri

 

Napier

 

Nelson


New Plymouth

 

Palmerston North

 

Tauranga

 

Wellington

 

Whangarei


Queenstown

 

Rotorua (from 25 May)

 

Dunedin (from 18 May)

 

Blenheim (from 1 June)

 

-


Dunedin

 

Invercargill

 

Nelson

 

Palmerston North

 

Wellington


Queenstown

 

Hamilton (from 18 May)

 

Hokitika (from 25 May)

 

Tauranga (from 1 June)

 

-


Blenheim

 

Gisborne

 

Hamilton

 

Napier

 

Nelson


New Plymouth

 

Rotorua

 

Tauranga

 

Dunedin (from 1 June)

 

-


International Route Changes

Due to the deep impact of COVID-19 on forward travel demand we have made the following changes to our International Route network across the following services:

  • Auckland-Buenos Aires flights, that are currently suspended to 30th June, will not resume operation
  • Los Angeles-London flights will not be resumed which will see us exiting this route earlier than the planned month of October 2020
  • The non-stop Auckland-New York service will be postponed from October 2020 until late 2021 at the earliest

We apologise for any inconvenience this has caused and ask for your patience as we work through these changes with customers who are directly impacted. Our customer care team and contact centre will be contacting those affected by these travel changes with options over the week ahead. 

Customers booked via a travel agent, including a third-party website (e.g. Expedia, Booking.com) should speak with their agent.

Air New Zealand is currently operating a limited international network through to 30 June to keep air links open for essential travel and cargo movement on key trade routes. Total capacity has been reduced to 95 percent of pre-COVID-19 levels and demand will be reviewed on a route-by-route basis before services are resumed.

International flight schedules

Air New Zealand is extending the timeframe for its significantly reduced network, with its minimal international operations to continue through to 31 August 2020.

This schedule will now apply through to 31 August 2020, with a few exceptions which extend beyond this date. All services are subject to change as governments change travel and border restrictions.

Domestic services into Auckland continue to be scheduled to allow travellers to connect onto Tasman and Pacific routes.

The airline's international schedule through to 31 August 2020 will be as follows:

Australia flights

Australia services

Auckland-Sydney

(per week)

Four return services 


Australia services

Auckland-Brisbane

(per week)

Three return services


Australia services

Auckland-Melbourne

(per week)

Three return services


Pacific Islands flights

Pacific Islands services 

Auckland-Niue

(per week)

One return service (through until 31 October)


Pacific Islands services 

Sydney-Norfolk

(per week)

One return service (through until 24 October)


Pacific Islands services 

Brisbane-Norfolk

(per week)

One return service (through until 24 October)


There are a number of restrictions in place around passenger services to Fiji, Tonga, Samoa, Rarotonga, New Caledonia and French Polynesia. If these restrictions end, Air New Zealand is likely to operate one return service per week from Auckland.

Asia/North America flights

Long haul services 

Auckland-Los Angeles

(per week)

Five return services


Long haul services 

Auckland-Hong Kong

(per week)

Two return services


The airline is retiming its Hong Kong service to a night operation from Auckland and Hong Kong to maximise connection opportunities for cargo.

All services are subject to change as governments continue to introduce or change travel and border restrictions.

Physical distancing between customers

We are working to support government guidance around social distancing by allocating seating to allow additional space around customers where possible. We recognise there will be a need to keep families and some travelling companions together and will continue to support this wherever possible. We also ask that customers follow crew instructions when onboard our aircraft.

Changes to inflight services

More than ever, we're focussed on the health and safety of our people and passengers. We're therefore making temporary changes to our service offering on board.

These changes have been made to keep our crew and customers safe and provide a simplified plan for our catering partners, who are also working with reduced resources.

We will continue to provide special meals. Please request them when you book, as normal.

NZ domestic flights:

  • No Koru hour
  • No inflight drinks and snack service
  • No lollies
  • Water is still available

Australia and Pacific flights:

  • We won't be serving snacks from the inflightbites menu

Other international flights:

  • When you fly businesspremier™ we will serve a simplified version of our menu that is delivered on a single service tray. This reduces movement and contact in the cabin, but you will still be enjoying businesspremier quality dining
  • We have paused parts of our service which increase interactions between crew and customers, such as the offering of a hot towel or pre-take off drinks from a tray in the cabin

Children travelling alone

At Level 2, we are permitting essential unaccompanied minor travel within New Zealand to provide support for shared custody arrangements for families, displaced children needing to return to their primary carer and children returning to schools or care facilities. Please visit our FAQs for more information.

Managing your flights

Air New Zealand crew.

Travel is still an option, but limited

Before making your booking, please check the latest travel restrictions of your local country.

Request a credit or make a change to your booking online

We are offering customers the option to change or credit their domestic flights within New Zealand when booked to travel before 30 June, or international flights booked to travel before 31 August 2020.  

If you booked through a travel agent, please ask them to manage your changes.

Please note, if you purchased a non-refundable ticket, it remains non-refundable unless local legislation requires a refund to be made available.

Redeeming your credit

We are building a way for you to easily access your credit online and rebook in the future. If you wish to rebook and use your credit, please call our Contact Centre.

Arrange a credit for your ticket

Change the date and destination of your flight

Airpoints™ updates

We understand that travel restrictions may impact your Airpoints membership. So, we're making a number of changes to help protect your Airpoints status. Thank you for your continued support and patience during this time.

For full details of your Airpoints membership, please see our Airpoints terms and conditions.

Expiring Airpoints Dollars™

You can book flights using your Airpoints Dollars up to 12 months in advance. If you're uncertain you can book one of our fares with flexibility. We also offer a variety of other ways for Airpoints members to spend Airpoints Dollars.

Your Airpoints Dollars will remain valid for four years from the date they were accrued to your Account. Sign in and click on 'Balances'.

Missing Airpoints claims

We will continue to process missing Airpoints claims however there may be a delay in processing time. Please check that you're eligible to claim. Thanks for your patience.

Frequent flyer tier benefits

Frequent Flyer 12-Month Status Extension

All members who are Elite, Gold and Silver tier status as at 20 March 2020 will have their current tier extended for 12 months.

This gives everyone an extra 12 months on their current status. If you've already met your status target, you can roll over any new Status Points you earn to your next year's target.

Introduction of new benefits postponed

We've recently announced new Airpoints features. We're postponing several of them to support the immediate needs of our Airpoints members.

Koru

Current Koru members as at 31 March 2020 will have their membership extended for 6 months.

You will be able to view your expiry dates when you log into your Airpoints account online.