COVID-19 compassionate refund

Our COVID-19 refund policy allows you to apply for a one-off discretionary refund on compassionate grounds.

You can request a COVID-19 compassionate refund if one of the following applies:

  • You can no longer travel due to ill health on advice from your doctor. For example, a high risk or immunocompromised medical condition recently diagnosed since booking your flights and your doctor has advised you not to fly within the next 12 months. 
  • You are suffering financial hardship as a result of COVID-19. For example, loss of employment.

If you meet this criteria, please contact your ticketing agent. For direct Air New Zealand customers, please send us an email at to request for a COVID-19 compassionate refund.