Claim missing Airpoints

Help with missing Airpoints

There are several ways to earn Airpoints and Status Points, and some take longer to appear than others. It’s possible your Airpoints or Status Points are still being processed.

You can make a claim up to six months after your flight or purchase. Before submitting a claim, we recommend waiting three to four weeks and checking your latest activity.

Flights

We can help as long as you flew on a qualifying flight

Travel was completed at least 72 hours ago if on an Air New Zealand flight, or 14 days ago if on a partner airline flight
Your flight was in the last six months and no more than 30 days before joining Koru
Your flight was eligible to earn Airpoints and Status Points
If it was a business flight, you were a member of Airpoints for Business when you flew

Please hold on to your 13-digit ticket number and boarding pass until your claim has been processed.

If you have already submitted a claim, you can check its status in your Koru account.

Koru partners

Airpoints from Koru partners are usually added to your Koru account within one month. If they still haven’t appeared, or you forgot to scan your Koru card, contact the Koru partner directly with your receipt. Each partner has their own process and purchase terms to get you your Airpoints.

Hotels or rental cars

Airpoints are added to your Koru account at the end of the month after you complete your hotel stay or car rental, but in some cases they can take up to six weeks to appear.

If six weeks have passed, please email your booking confirmation to missingairpointsclaim@airnz.co.nz. Include any supporting documents along with your name, Koru number, and the email address used when booking. If you don’t know the email address, you can include an invoice or receipt instead.

The Airpoints Store

If you’ve received your order from the Airpoints Store and the Airpoints from eligible items haven’t appeared in your Koru account, please let us know.

Contact the Airpoints Store to submit a claim

The Airpoints Mall

Airpoints you earn from shopping online through the Airpoints Mall usually appear within five working days. Any claim for missing Airpoints from the Airpoints Mall must be made within 90 days of your purchase, unless overridden by the merchant's purchase conditions.

Airpoints Earning Credit cards

Airpoints and Status Points from purchases made with your credit, debit, or OneSmart travel card are added to your Koru account each month, shortly after your card’s statement date. Contact your bank or financial institution directly as soon as possible if you’re missing any Airpoints or Status Points.

Bonus Status Points earned by ANZ Airpoints Visa Platinum and ANZ Visa Business Airpoints cardholders who are Nominated Earners usually appear in your Koru account after you complete your qualifying flight. If the Status Points don’t appear in four weeks, please sign in to your Koru account to submit a claim.