Information for those impacted by the Christchurch mosque tragedy
In light of the tragic events that occurred in Christchurch on Friday, 15 March, and to assist customers needing to travel to the city to support those affected, Air New Zealand has capped one-way domestic ‘seat’ fares for flights to and from Christchurch, at $139 for travel until Saturday, 30 March 2019.
We are also currently working through refunding all domestic bookings made with Air New Zealand after 3:00pm on Friday, 15 March, ticketed to travel to or from Christchurch, back to the level of these capped fares.
There is no need to call us, as refunds will be processed back to the original form of payment used. If your flight was booked via a travel agent, please reach out to them directly to discuss the refund process further.
For immediate family members of those injured or who have passed away, who need to travel to Christchurch, please phone our 24/7 Contact Centre for additional assistance. Our international phone numbers can be found here.
If you have an existing booking ticketed to travel to or from Christchurch, you have the option to change and rebook your flight free of charge. Change fees and service fees, along with any fare difference will be waived. This flexibility applies to flights departing up until 11:59pm Saturday, 30 March 2019.
You are able to change your flight online via Manage your Booking. Alternatively, our Contact Centre is available to assist further.
We do ask that you keep in mind that call wait times may be longer than usual. If your travel is not urgent, there is no need to call immediately. Please feel free to phone at your own convenience, over the coming days.
For more information, you’re able to view our latest Media Release here.
Rolls-Royce Trent 1000 Engine Maintenance Requirements
Due to a global issue impacting Rolls-Royce Trent 1000 engines that power our Boeing 787-9 Dreamliner fleet, Rolls-Royce, in conjunction with European regulator EASA, advised operators of 'Package C' engine types that earlier than usual maintenance checks were required on a specific part of the engine compressor.
While continuing to get our customers to their destinations has been our first priority, as a result of these maintenance requirements, Air New Zealand has needed to reschedule a number of international services as well as make a limited number of cancellations.
In addition to this, we have also leased two Boeing 777-200 aircraft from Boeing Group and one Boeing 777-300 aircraft from fellow Star Alliance member, EVA Air to help with additional capacity on some routes. These three aircraft are also operated by our Air New Zealand pilots and cabin crew.
Customers impacted by these schedule or aircraft changes will be contacted directly by Air New Zealand, via the contact information provided in their booking, or the travel agent they booked through.