Air New Zealand ANZ airline

Air New Zealand Support & Customer Service — How To Get Help Quick? Air NZ Contacts, Phone Numbers, And Offices (2024 Guide)

In this article, our experts have compiled the best ways (and important tips) to get in touch with Air NZ staff for quick assistance and troubleshooting. Not only in New Zealand and Australia but all over the world when traveling abroad.

Written by Maksim Koval
Updated on 22 March 2024

Best ways to contact Air New Zealand

We know it all too well. Hours of waiting at a helpline just to have the call dropped. The ordeal of rescheduling canceled flights. Delayed refunds. Contacting customer service for any issue or concern can prove challenging and universally frustrating.

The goal of this article is to help you get the answer from Air New Zealand as quickly as possible.

Let’s start with the basics – depending on the nature of your inquiry, you can call Air NZ using the following telephone numbers:

Air NZ phone numbers
0800 737 000New Zealand Contact Center / Customer Service
+64 9 357 3000Worldwide Contact Center / Customer Service
800 8525 021Asia Contact Center / Customer Service
regional phone numbersCustomer services in other countries
0800 767 747 / 1 800 262 1243Group travel (worldwide / US & Canada)
0800 247 764 / 1-800-262-1234Airpoints frequent flyer program (New Zealand / US)
1800 132 476Air New Zealand Holidays
0800 736 000/ +64 9 375 0285Koru program (New Zealand / overseas)
0800 737 000 / 0800 737 737Pet Travel
0800 747 777Cargo Services
1-800-262-2468Contact number for travel agents
0800 352 266Website assistance
0800 737 000 / 1-800-262-1234 / 0800 4 711 711Assistance for customers with disabilities (New Zealand / US / TTY services)
64 (0)9 366 2929Customer Relation (feedback and complaints)

Do you really need to call Air New Zealand?

Experienced travelers always use self-service options online or through the airline app first to see whether the problem can be solved without the help of an agent over the phone. For example, there’s no need to contact Air New Zealand customer service if you just want to check the status of your booking, change the date of your flight, or cancel your trip – you can do this by visiting Manage Bookings section of Air NZ‘s website (you will need booking reference number and passenger’s name to log in).

Before contacting Air NZ it’s always a good idea to check their help pages such as:

… or problem-specific pages with answers to the most common questions you may have:

Requesting a refund

If you want to request a refund, it can be done via the website. First, you need to cancel your flight by logging in to the Change Booking section of the website. You’ll then have the option to request a refund.

Alternatively, you can call the Air NZ Contact Center at +64 9 357 3000.

Before requesting a refund, make sure to read Credit and Refund Information, You can check your credit balance by logging into the Credit View page.

If you need help with a reservation made not through the Air New Zealand website/app but with a third-party such as OTA, travel agent, etc – try contacting their sales office for quick assistance.

No answer? Alternative methods to contact Air NZ

There are times when the airline simply won’t answer your calls. Take a deep breath, and instead of wasting time on an unsolvable task, try to get help from Air New Zealand through one of their alternative channels:

Air NZ customer service channels
call centersphone numbers by country
regional officessales offices near you
emailsuseful email addresses
email formfeedback or complaint by email
online chatcustomer service via live chat
WhatsAppcustomer service via WhatsApp
social mediaTwitter and Facebook for direct contact
flight statuscheck the status of your flight
Help Centergeneral help articles

How do I talk to a live person at Air New Zealand?

Basically, you’ll be talking to a real person every time you call one of Air NZ‘ phone numbers. There may be an automatic IVR (Interactive Voice Response) system interacting with you through voice or touch-tone dialing at the beginning though – it will make sure you will reach a company’s department adequated to your issue. This is also the system that puts you on hold if the lines are busy – but rest assured that on the other side there is always a human operator you can talk to.

Phone numbers

Calling the Air NZ‘s reservation office near you is by far the best way to talk to a real person. Airline offices answer significantly fewer calls than the main call center, so they can provide their customers direct assistance over the phone, without waiting times.

Reservation offices

Live chat is slightly different as there are many technologies (including AI and machine learning) that airlines can implement to get a “chatbot operator” experience. It is basically the software you interact with on the webchat that can recognize the meaning of the sentences you type as well as mimic human speech. But even there, a live person (part of Air NZ‘s customer service team) is available. Try typing “talk to human”, “live agent”, or something similar to tell the chatbot that your problem requires contact with a real person.

Live chat

Similar to live chat are the social media messaging systems such as Twitter DM and Facebook Messenger. You may find yourself talking to a bot at the beginning, but there is also a real operator waiting on the other side to help customers solve non-obvious issues.

Direct message

Lastly, email is basically handled by humans. You may receive an auto reply right after you send the message to one of the Air NZ‘s email addresses (it will be marked as such), but after some time you can expect a reply from a real person.


Air New Zealand call center waiting times

Air New Zealand (like most airlines) employs a certain number of staff in its call centers – sufficient to serve customers under standard conditions. If these conditions change (flight cancellations due to lockdowns, peak travel times such as school holidays, etc.) the airline usually puts more resources into customer service. Unfortunately, these extra measures are not always adequate for the situation, so Air New Zealand‘ waiting times occasionally can increase.

You issue hasn’t been resolved? You can call back and speak to another agent (she may have more experience or training) or ask to talk with a supervisor.

According to our tests, the average wait time for the Air New Zealand call center was between 10 and 40 minutes – depending on when we were calling. However, at times when the airline gets hit with an unprecedented wave of calls amid mass cancellations, even frequent flyers with the Airpoints status are facing lengthy waits. With that in mind, we’ve found that some times are certainly better than others to call customer support:

Best times to call Air New Zealand

To decrease on-hold times, try to call Air New Zealand at off-peak times during the middle of the week (Tuesday to Thursday). Basically, the earlier in the day you call, the less you’ll have to wait. Experienced customers suggest that the best time to call is early in the morning from 4am to 7am (call center time zone) for 24/7 hotlines or just right as the call center opens. Late hours on weekends can increase the chance for your call to be answered promptly.

Consider dialing a foreign call center as a workaround to reduce your holding times.

Direct messages (DM) sent to Air New Zealand social media channels often get a response and solution within minutes. If you are experiencing long waiting times when calling helpline, try to contact the airline directly on Twitter or Facebook.

Air New Zealand phone numbers

Here’s an important tip if you are experiencing long waiting times at the Air NZ‘s call center:

Instead of competing for time with the call center in New Zealand jump the line by dialing the ones in other countries – Australia, Singapore, Hong Kong, etc. International customer service can handle your booking just the same as the main call center. Travelers report that the Air New Zealand helpline in Singapore (800 8525 021) has much shorter wait times – sometimes just a few minutes.

As a last resort head for the foreign language-speaking call center. It will help if you are comfortable with that language, but generally, the hotline staff also should speak English.

Consider using Internet phone services like Google Voice, Skype, Talkatone, or Viber to call Air New Zealand phone numbers when you are overseas to avoid high rates.

Air NZ phone numbers by country
CountryAir NZ Phone Number
Australia 1800 132 476
Austria0800 297 225
Canada1866 351 9528
China400 101 8080
Cook Islands682-26 300
Denmark802 54 156
Fiji679-672 2955 / 679-331 3100
France0800 990 364
French Polynesia689-540 740
Germany0800 1800 421
Hong Kong852 2862 8988
India800 8525 021
Indonesia800 8525 021
Israel972 3560 1616
Italy0800 789 827
More Countries

Air New Zealand WhatsApp number

Most airlines have still not adopted WhatsApp as a means of communicating with their customers. Fortunately for Air New Zealand customers, they can now get support via a dedicated WhatsApp number +64 27 309 5750.

Use this link to connect with Air New Zealand customer service on WhatsApp:

Response times via WhatsApp may be prolonged during peak times. Air NZ recommends sending a follow-up message if you do not receive a reply to your original question within 48 hours.

Air NZ phone numbers by city
CityAir NZ Phone Number
Abu Dhabi971 4 335 9126
Adelaide1800 132 476
Auckland+64 9 357 3000
Apia685-20 825
Bali, Denpasar62 (21) 295 333 20
Bangkok66 (0) 2718 1839
Brisbane1800 132 476
Buenos Aires1800 132 476
Cairns1800 132 476
Cape Town011-289-8036
Chatham Islands+64 9 357 3000
Chicago1800 262 1234
Christchurch+64 9 357 3000
Dallas1800 262 1234
Dunedin+64 9 357 3000
Dubai971 4 335 9126
Frankfurt0800 1800 421
Fukuoka81 3 5521 2770
Gisborne+64 9 357 3000
Gold Coast1800 132 476
Greymouth+64 9 357 3000
Hamilton+64 9 357 3000
Hiroshima81 3 5521 2770
Hanoi8428 6291 2277
Ho Chi Minh8428 6291 2277
Hobart1800 132 476
Hokitika+64 9 357 3000
Honolulu1800 262 1234
More Cities

Customer care for Airpoints members

Airpoints, Air NZ‘s loyalty program, provides dedicated phone numbers for its members. Silver, Gold, and Elite members can receive assistance by calling 0800 247 764 (from New Zealand), 1-800-262-1234 (from USA) or 800 8525 021 (overseas, toll-free). Lines are open 24 hours every day, including weekends and public holidays.

Airpoints customer service can help you check your account balance, process the flight redemption and upgrades, make a reservation, or just answer any questions about the frequent flyer program.

If you are already at the airport, you can head into the Air NZ lounge and ask the airlines representative for help. Of course, you should make sure you are eligible to access the lounge area.

Air New Zealand airport lounge - customer service
At the airport, head to the Air NZ lounge to get help from the airline representatives

Booking through a travel agent can be a game-changer!

If you hate dealing with airlines’ customer care, consider using a travel agent to book your flights. They can remove all that drama from your booking experience. Good travel agents have “air teams” behind them (who have relationships with airlines), often work via a bigger agency, or with support of incredibly strong networks and connections.

When an airline cancels a flight or makes a change to your itinerary, travel agents have the power to handle this for you, on your behalf. They don’t even need to speak to the airline in most cases, since they have access to the backend of a booking system and are permitted to make changes to your reservation. Sometimes, they can even “bend” the rules.

The best thing: you’ll typically pay the same price for the flight ticket. Commissions made by agents generally come from the airline side, not from the customer side.


[Appendix 1] Air NZ phone numbers by country
CountryAir NZ Phone Number
Japan81 3 5521 2770
Maldives+64 9 357 3000
Malaysia800 8525 021
Mexico(55) 9000 2558 / (55) 9000 2560
Netherlands0800 023 3011
New Caledonia687-286 677
New Zealand+64 9 357 3000
Norfolk Island6723-22 195
Norway+64 9 357 3000
Papua New Guinea675 327 3444
Philippines632 884 8097
Qatar+64 9 357 3000
Samoa685-20 825
Saudi Arabia+64 9 357 3000
Singapore800 8525 021
Spain900 994 977
South Africa011-289-8036
Sri Lanka+64 9 357 3000
Sweden+64 9 357 3000
Switzerland0800 897 951
Taiwan0080 185 2038
Thailand800 8525 02
Tonga676-23 192
Turkey+64 9 357 3000
UK0800 028 4149
US1800 262 1234
Vanuatu678-22 666
Vietnam800 8525 021"
[Appendix 2] Air NZ phone numbers by city
CityAir NZ Phone Number
Invercargill+64 9 357 3000
Jakarta62 (21) 295 333 20
Kaikohe+64 9 357 3000
Kaitaia+64 9 357 3000
Kerikeri+64 9 357 3000
Kuala Lumpur03 27155020
London, Heathrow0800 028 4149
Los Angeles1800 262 1234
Manila632 884 8097
Masterton+64 9 357 3000
Melbourne1800 132 476
Milford Sound+64 9 357 3000
Mount Cook Village+64 9 357 3000
Motueka+64 9 357 3000
Mumbai191 22 43004500
Nadi679-672 2955
Nagoya81 3 5521 2770
Napier+64 9 357 3000
Nelson+64 9 357 3000
New Plymouth+64 9 357 3000
New York1800 262 1234
Noumea687-286 677
Nuku'alofa676-23 192
Oamaru+64 9 357 3000
Okinawa81 3 5521 2770
Osaka81 3 5521 2770
Palmerston North+64 9 357 3000
Papeete689-540 740
Perth1800 132 476
Pago Pago685-20 825
Paraparaumu+64 9 357 3000
Phuket66 (0) 2718 1839
Port Villa678-22 666
Port Moresby675 327 3444
Rarotonga682-26 300
Rotorua+64 9 357 3000
Queenstown+64 9 357 3000
San Francisco1800 262 1234
Sendai81 3 5521 2770
Seoul1800 132 476
Shizouka81 3 5521 2770
Sunshine Coast1800 132 476
Suva679-331 3100
Sydney1800 132 476
Taipei0080 185 2038
Taupo+64 9 357 3000
Tauranga+64 9 357 3000
Te Anau+64 9 357 3000
Tel Aviv972 3 560 16 16
Timaru+64 9 357 3000
Tokyo81 3 5521 2770
Townsville1800 132 476
Wanaka+64 9 357 3000
Washington1800 262 1234
Wellington+64 9 357 3000
Westport+64 9 357 3000
Whakatane+64 9 357 3000
Whanganui+64 9 357 3000
Whangarei+64 9 357 3000
Vancouver1866 351 9528