Email and internet safety
And of course, if you receive a suspicious email claiming to be from us, we want to know.
We're sorry if we've sent you an unwanted email. Fortunately, it's easy to update your email settings online.
How we use email
We use email to tell you about special offers and new services, and to send you updates about your flights.
But you're the boss of your email inbox. To avoid overwhelming it, we:
- Follow all legal guidelines and best practices
- Only send you promotional emails when you've opted in to receive
- Always include an "Unsubscribe" option in our promotional emails
If you're an Airpoints member, you can tell us your preferences and choose specific emails you'd like to receive. You can go online to change your opt-in preferences at any time.
If you're not an Airpoints member and would like to choose which emails you receive, join today.
When you sign up for special offer emails, we use a double opt-in. It's a two-step process to confirm you want to receive emails from us. Step 1 is signing up online, and step 2 is clicking on a confirmation email from us.
You also have the option to sign up for special offers when you book a ticket online. Because booking involves confirming your identity, we don't use a double opt-in.
It's easy to choose the types of emails you want
If you are an Airpoints™ member, you can decide whether to receive some, none, or all of our messages.
For example, you might only want to hear about specials to the Pacific Islands. Once you're logged in to your Airpoints account, open your profile and select 'Communication preferences'. You can choose the types of email updates you want to receive.
You can opt-out of specific types of email, by clicking the "Unsubscribe" link at the bottom of the email. You won't receive those emails again, although we may still send you other types of emails. You can check and change your email subscription lists within your communication preferences. Even if you're not an Airpoints member you can still unsubscribe at any time.
If you have a booking with us, we will always contact you if there are any changes to your flight. You can choose to receive these updates by text message or email via your 'Travel Preferences'.
Can't find an Air New Zealand email you expected to see?
Sometimes messages from us might go to your Spam or Junk folder.
Some email systems, like Gmail, let you right click on messages to say they aren't spam.
You can also add us to your address book. That way your email system will trust our message and keep it in your inbox.
Unfortunately, online fraudsters are out there. They might send you a 'phishing' email that looks like it's from Air New Zealand. They can also post social media messages pretending to be from us. Their goal is to capture your personal information or your Airpoints login details.
How to spot authentic Air New Zealand emails
Our emails come from these domains:
We usually greet you with your preferred name, for example "Kia Ora John". We use friendly language, not "Dear Valued Customer".
How to spot authentic Air New Zealand social media posts
We only post on social media using these accounts. We're certified with a blue tick next to our name in our posts.
How to spot fake messages
Fake emails can be very well done, but usually you'll notice:
- Poor spelling or grammar errors
- Poor image quality, either pixelated or badly cropped
- Deceptive subject lines
- A suspicious sender address, or social account name (look for the blue tick to know it's us)
- Pricing in the wrong currency
- Promising something too good to be true, like free flights for sharing a post or completing a survey
- Just not looking or sounding like Air New Zealand.
We will never ask for your password, bank account or payment details in an email.
What to do if you see a suspicious message claiming to be from Air New Zealand
If you see a suspicious email or social media post, please report it to us.
Take care with anything that looks odd. Don't follow any links, enlarge or click on the post or open any attachments. They could lead to a virus infecting your computer.
If you see a suspicious message on social media
- Click or tap the three dots to the right of the post or tweet (do not click on the post)
- Select the menu that says 'report'
- Then choose the appropriate option
Already responded to a suspicious message?
If you've opened a nasty link in a fake email, or entered any personal information, you should take action fast.
- If you entered your login details on a suspicious site, change your password
- If you opened an attachment, scan your device for viruses
- If you've received a phishing email at work, follow your business policy
FraudWatch International can help you check a suspicious email. You can compare it to their huge library of known phishing attempts.
Transport Layer Security (TLS)
We use Transport Layer Security (TLS) technology on our website. It encrypts all the information you send us online.
A site is protected by TLS if its address starts with https instead of http.
Depending on your web browser, there will also be a lock icon in the address bar, the title bar of the window, or at the bottom of the window.
- Our commitment to your privacy
- How you can control the information we hold about you
- How we use that information.
Get in touch
If you'd like more information about our online security, our emails or how we protect your privacy, our contact centre team are happy to help. They're available 24/7.
If you need any other help with your flight, Airpoints account or anything else, please visit our help and support page.
Remember, if you see something suspicious, please let us know.