Bereavement
All existing Air New Zealand domestic and international fares allow for the full refund of the unused portion of the ticket in the event of death of the passenger, his/her immediate family, or any person booked to accompany the passenger.
A refund of the unused portion of the ticket will be processed by Air New Zealand Refunds on receipt of application and supporting documentation.
Serious Medical Situation
The fare rules of the original fare purchased will determine the refundable amount.
Fully Refundable Fare
Where a fully refundable fare has been purchased, a full refund of the unused portion of the ticket will be processed.
Alternatively, the unused portion of the ticket can be refunded or held in credit for 12 months from the date of original issue and put towards the purchase of a new ticket on NZ operated services (domestic or international). Any additional collection (fare, levies, and taxes) or residual refund may apply.
Non-Refundable Fare
Where a non-refundable fare has originally been purchased, a refund is not permitted. However, the customer will be able to hold the unused portion of the fare in credit for 12 months from the date of original issue and to put it towards either the full or part payment of a new ticket on NZ operated services (domestic or international). The terms and conditions of the original fare will apply for any subsequent refunds.
If travel insurance had been purchased, refer to the insurer to determine the refund eligibility under the terms of the insurance policy, for the non refundable fare purchased. Otherwise contact Agency Sales Support for further information.
To facilitate a retrospective refund
- Complete the Refund form accompanied by the documentation specified and submit online, via fax, or mail to the Air New Zealand Refunds Team.
- The retrospective refund will be calculated as the difference between the fare purchased and the applicable compassionate fare level.
- Air New Zealand Refunds Team will process the refund and the amount will be credited back to your customer.
- Note: If the original form of payment was CASH, INVOICE, you will be required to advise your customer's credit card details, for the retrospective refund to be processed.
