Travel alerts

Customer Service and Tarmac Delay Plan related to Canada

Sometimes events may happen which mayimpact your travel experience, and if your travels start or end in Canada, there are a few things we would like to keep you informed about. 
 
If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights, please see below or visit the Canadian Transportation Agency's website. 

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Customer Care Provided For Flight Delays and Cancellations 

When a delay or cancellation is due to reasons within our control, or required for safety reasons, and you have been informed ofthis less than 12 hours before the scheduled departure time on your ticket, and you are delayed two hours after the scheduled departure time, we will provide: 

• Food and water in reasonable quantities,  

• Access to means of communication, 

• Accommodation and transport to/from the hotel if you are required to wait overnight 

If your flight is cancelled or delayed by three hours or more, due to reasons within our control, we will: 

• Rebook you on the next available Air New Zealand flight, or with a partner airline, within 9 hours of your original departure time. 

• If we cannot do this, we will reroute you on any carrier, taking a reasonable route, to your final ticketed destination. 

• If none of the above rebooking options meets your needs, or your travel no longer serves its purpose, we can refund the unused portion of your ticket. 

When your flight is cancelled or delayed by three hours or more, due to reasons outside our control, we will: 

• Rebook you on the next available Air New Zealand flight, or on a partner airline, within 48 hours of your original departure time. 

If we cannot rebook you within 48 hours of your original departure time, we will: 

• Reroute you on any carrier, taking any reasonable route, to your final ticketed destination, or 

• Provide the option of a refund for the unused portion of your ticket.  

Compensation 

When your flight is cancelled or delayed due to reasons within our control and not required for safety reasons, and you arrive at your destination with a delay of three hours or more, you will be eligible for compensation (unless you were informed of the cancellation 15 days before the scheduled departure time). 

The amount of compensation provided is subject to your arrival time at your final destination: 

• Delays of three to six hours: CAD $400 

• Delays of six to nine hours: CAD $700 

• Delays of 9 hours or more: CAD $1,000 

• If you choose a refund instead of being rebooked, we will provide compensation of CAD $400, in addition to the refund amount.  
  

To learn more about our customer service and tarmac delay plan, please click here: Customer Service Plan - Tarmac Delays | Air New Zealand

Disrupt Reimbursement Consideration

If your journey has been disrupted for a controllable reason, e.g. engineering, or crew shortages, and your new itinerary requires you to stay overnight in a place you do not reside, our airport team will be working hard to secure accommodation for you.

Over peak travel periods, availability is extremely limited and you may be required to source your own accommodation.

As a guideline, we recommend $250.00 per room and $90.00 per person, per night for meals. This is a recommended amount only, and all expenses must be reasonable and supported by itemised tax invoice receipts. Please retain all itemised tax invoice receipts, as they are required for reimbursement consideration.

To submit your reimbursement request, please visit here to do so. Alternatively, you can visit here for details on how to submit your claim through our messaging channels.