We're here to help

Manage your bookings

You can make many changes to your flight details online:

  • View, change and cancel your bookings
  • Add an extra bag or two to your baggage allowance
  • Choose your seat
  • Order or change your special meal
  • Request a copy of your electronic ticket

All you need is your six character booking reference. (Air New Zealand reference numbers end in "H".)

Some of our most common help requests

Help with Airpoints - Find out more about spending, gifting and earning Airpoints Dollars. Check our Status tiers and Status Points requirements.

Baggage help - Find answers to all your baggage questions.

Special assistanceHow do I arrange special assistance on my flight?

Manage your travel bookings - You can book, check and change your insurancehotel, rental car or airport taxi transfers online. 

Message us

We are currently experiencing a high volume of calls and messages.

It may take a little longer than usual to get back to you. To save you waiting, our Oscar the chatbot may be able to assist. Thank you for your patience.

Phone bookings & enquiries

Sales, reservations & enquiries
Toll free: 1866 351 9528
Calling from overseas

TTY relay callers
See our TTY relay callers instructions for further detail on this service

Online booking help
Toll free: 1866 351 9528

Airpoints enquiries
Toll free: 1866 351 9528

Additional phone numbers

Please have these things handy when you call our contact centre

  • Your booking reference. Where do I find this? 
  • The family name used for the original booking.
  • Your Airpoints number if you have an Airpoints related enquiry. 

Remember, you can view, change and cancel your booking online, or log into your Airpoints account to retrieve your details.

To access your booking online, it must:

  • Be electronically ticketed - paper tickets will not be accessible
  • Have 9 or fewer travellers
  • Not have been made as an international "multi-city" booking 

Contact our Special Assistance team

You can call our friendly team on 1866 351 9528, or for further information on how you can ensure your trip is comfortable and hassle-free find out about our special assistance options. You can also complete a MEDA form, or find out more about flying with a medical condition

Other contact options

Airpoints enquiries - New Zealand 0800 247 764.

If you have trouble hearing we can provide TTY assistance - Call 0800 4 711 711.

Special Assistance - New Zealand 0800 737 000.

More contact details - Contact directory.

You can now ask Oscar to check the balance of most credits

Just ask "What is my credit balance?" and he will do his best to retrieve it for you. You will need your booking reference and the last name on the booking.

You can also ask Oscar to:

  • "Resend my booking confirmation"
  • "Confirm my seat selection"
  • "Confirm my special meal"
  • "Confirm my baggage allowance"
  • "Check my Airpoints balance"
  • "Order a replacement Airpoints card"
  • "Confirm my special assistance"
  • "Reset my password"

And there's plenty of more ways he can help.

Pro-tip: For the best Oscar experience, sign in to the website first.