We're here to help

Manage your flight booking

You can make many changes to your flight details online:

  • Check to see if your booking has been held in credit
  • 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
  • Confirm your contact details so we can keep you updated

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

Some of our most common help requests

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 3519528
Calling from overseas

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

Online booking help
Toll free: 1866 3519528

Airpoints enquiries
Toll free: 1866 3519528

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 3519528, 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

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.