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.
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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:
| 0800 737 000 | New Zealand Contact Center / Customer Service |
|---|---|
| +64 9 357 3000 | Worldwide Contact Center / Customer Service |
| 800 8525 021 | Asia Contact Center / Customer Service |
| regional phone numbers | Customer services in other countries |
| 0800 767 747 / 1 800 262 1243 | Group travel (worldwide / US & Canada) |
| 0800 247 764 / 1-800-262-1234 | Airpoints frequent flyer program (New Zealand / US) |
| 1800 132 476 | Air New Zealand Holidays |
| 0800 736 000/ +64 9 375 0285 | Koru program (New Zealand / overseas) |
| 0800 737 000 / 0800 737 737 | Pet Travel |
| 0800 747 777 | Cargo Services |
| 1-800-262-2468 | Contact number for travel agents |
| 0800 352 266 | Website assistance |
| 0800 737 000 / 1-800-262-1234 / 0800 4 711 711 | Assistance for customers with disabilities (New Zealand / US / TTY services) |
| 64 (0)9 366 2929 | Customer Relation (feedback and complaints) |
| 64-9-336-2400 | Headquarters |
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 airnewzealand.com.au 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:
| call centers | phone numbers by country |
|---|---|
| regional offices | sales offices near you |
| emails | useful email addresses |
| email form | feedback or complaint by email |
| online chat | customer service via live chat |
| customer service via WhatsApp | |
| social media | Twitter and Facebook for direct contact |
| flight status | check the status of your flight |
| Help Center | general help articles |
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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.
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.
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.
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.
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 NZ – essential information for passengers
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.
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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.
| Country | Air NZ Phone Number |
|---|---|
| Australia | 1800 132 476 |
| Austria | 0800 297 225 |
| Canada | 1866 351 9528 |
| China | 400 101 8080 |
| Cook Islands | 682-26 300 |
| Denmark | 802 54 156 |
| Fiji | 679-672 2955 / 679-331 3100 |
| France | 0800 990 364 |
| French Polynesia | 689-540 740 |
| Germany | 0800 1800 421 |
| Hong Kong | 852 2862 8988 |
| India | 800 8525 021 |
| Indonesia | 800 8525 021 |
| Israel | 972 3560 1616 |
| Italy | 0800 789 827 |
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: wa.me/64273095750.
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.
| City | Air NZ Phone Number |
|---|---|
| Abu Dhabi | 971 4 335 9126 |
| Adelaide | 1800 132 476 |
| Alofi | 683-4317 |
| Auckland | +64 9 357 3000 |
| Apia | 685-20 825 |
| Bali, Denpasar | 62 (21) 295 333 20 |
| Bangkok | 66 (0) 2718 1839 |
| Beijing | 400-101-8080 |
| Brisbane | 1800 132 476 |
| Buenos Aires | 1800 132 476 |
| Cairns | 1800 132 476 |
| Cape Town | 011-289-8036 |
| Chatham Islands | +64 9 357 3000 |
| Chicago | 1800 262 1234 |
| Christchurch | +64 9 357 3000 |
| Dallas | 1800 262 1234 |
| Dunedin | +64 9 357 3000 |
| Dubai | 971 4 335 9126 |
| Frankfurt | 0800 1800 421 |
| Fukuoka | 81 3 5521 2770 |
| Gisborne | +64 9 357 3000 |
| Gold Coast | 1800 132 476 |
| Greymouth | +64 9 357 3000 |
| Hamilton | +64 9 357 3000 |
| Hiroshima | 81 3 5521 2770 |
| Hanoi | 8428 6291 2277 |
| Ho Chi Minh | 8428 6291 2277 |
| Hobart | 1800 132 476 |
| Hokitika | +64 9 357 3000 |
| Honolulu | 1800 262 1234 |
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.
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.
Air New Zealand email addresses
Generally, Air New Zealand doesn’t provide any e-mail addresses for its customer service. However, there’s an email address that customers from Asian countries (China, India, Indonesia, Malaysia, Taiwan, and a few more) can use: resasia@airnz.co.nz for reservations and general enquiries.
Moreover, some local branches and ticketing offices around the world allow their customers to contact them via e-mail:
| Country | Air New Zealand Email |
|---|---|
| Cook Islands | rarotongatravelcentre@airnz.co.nz |
| Fiji | airnzfiji@airnz.co.nz |
| India | airnz@globaldestinations.in |
| Indonesia | support@discoveryjkt.net |
| Mexico | airnz@discovertheworld.com.mx |
| New Caledonia | airnznoumea@airnz.co.nz |
| Niue | pelenistravel@niue.nu |
| Norfolk Island | airnznorfolkisland@airnz.co.nz |
| Philippines | Kareem.Pia@aerotel.com.ph |
| Samoa | airnzsamoa@airnz.co.nz |
| Tahiti | airnztahiti@airnz.co.nz |
| Thailand | airnz@apiairlines.com |
| Tonga | info@travelcentre.to |
| Vietnam | airnz@discovertheworldvietnam.com |
| South Korea | airnz@airnz.co.kr |
For urgent enquiries Air New Zealand recommends sending an email using this online form.
If you’re looking for special-purpose emails (for different airline departments), we’ve compiled them in the table below:
| Department | Air NZ Email |
|---|---|
| Air NZ Koru Programme | korucc@airnz.co.nz |
| feedback and complaints | flightcomment@airnz.co.nz |
| cargo services | CSBookings@airnz.co.nz |
| cargo services (US) | sales@skycargomarketing.com |
| marketing | marketing.services@airnz.co.nz |
| Airline Training | airlinetraining@airnz.co.nz |
Air New Zealand live chat
Air New Zealand does provide support via live chat (online chat on the website) for its customers. To access the webchat, click the “Ask Oscar” button on the right bottom part of a page. Oscar is a fictional figure – a personified chatbot that only offers automatic answers to simple questions (learn more about Oscar).
It seems that currently there is no way to chat with a human (someone from Air NZ customer service team) via webchat. You’d need to use a different approach for that:
- By visiting the company’s social media profiles and chatting with their live agent via Facebook Messenger or Twitter DM.
- By chatting with Air NZ support team on WhatsApp.
Don’t wait on hold: message Air NZ directly
Getting help from Air New Zealand over the phone often means long waits. So here’s our advice: before you start calling the helpline, try to get a quick fix by contacting them via social media channels. Many travelers are reporting that they get a quicker response by sending a direct message (DM) to Air NZ about their issues. Most large airlines have teams of social media specialists, and in our experience, there’s no faster or easier way to get an issue solved.
To contact Air NZ support on Twitter, visit their @FlyAirNZ profile, then click the envelope icon to send a direct message.
To contact Air NZ on Facebook, visit facebook.com/AirNewZealand, then look for the Send Message button – it opens the Facebook Messenger window, where you can chat with the airline staff.
Never share personal details on Facebook public wall, or on Twitter feed. Always use the private Send Message button on Facebook or Direct Message function on Twitter to contact the airline.
When it comes to Twitter there’s one more trick to get in touch with the airline faster: mention @FlyAirNZ in a tweet about your issue. Air NZ team will often notice it immediately, ask you for a direct message, and respond privately. It’s a method we recommend if your issue is particularly urgent.
Get help from Air New Zealand sales office
Find below the list of Air New Zealand sales offices around the world, including the addresses and phone numbers of the airline’s ticketing/booking agents and regional branches. You can reach your local Air New Zealand office for:
- flight reservations (including group travel),
- ticket changes, cancellations, and refunds,
- seat assignments,
- special travel requests (dietary meals, accessibility, unaccompanied minors, etc.),
- Airpoints award tickets,
- promotional offers,
- feedback and complaints
| City (Country) | Air NZ Office Address / Phone |
|---|---|
| Mumbai (India) | Air New Zealand Mumbai Office, Global Destinations, 1st Lane, Hindu Colony, Dadar (e), Mumbai 400014 Phone: 91 22 43004500 |
| Tel Aviv (Israel) | Air New Zealand Tel Aviv Office, Discover Israel 52, Yesha'ayahu Street (Suite 1/0), Tel Aviv 62494 Phone: 972 3 560 16 16 |
| Jakarta (Indonesia) | Air New Zealand Jakarta Office, Discover the World Marketing, H R Rasuna Said Kav.20, Jakarta 12940 Phone: 62 (21) 295 333 20 |
| Kuala Lumpur (Malaysia) | Air New Zealand Kuala Lumpur Office, Discover the World Marketing, Office Suite 19-10-1, Level 10, UOA Centre, No 19 Jalan Pinang, Kuala Lumpur 50450 Phone: 03 27155020 |
| Mexico City (Mexico) | Air New Zealand Mexico Office, Discover the World, World Trade Center, Montecito No. 38, Piso 26 - oficina 26, Col. Nàpoles CP 03810, México Phone: (55) 9000 2558 |
| Noumea (New Caledonia) | Air New Zealand Noumea Office, Axxess Travel, 22 Rue Duquesne, Espace Mozelle, Noumea Phone: 687-286 677 |
| Rarotonga (Cook Islands) | Air New Zealand Rarotonga Office, International Airport Rarotonga Phone: 682-26 300 |
| Nadi (Fiji) | Air New Zealand Nadi Office, Nadi Airport, 1st Floor International Arrivals Concourse, Suite 37, Nadi Phone: 679-672 2955 |
| Suva (Fiji) | Air New Zealand Suva Office, Queensland Insurance Centre, Victoria Parade, Suva Phone: 679-331 3100 |
| Alofi (Niue) | Air New Zealand Niue Office, Pelenis Travel Agency, Alofi, Niue Phone: 683-4317 |
| Norfolk Island | Air New Zealand Norfolk Island Office, Burnt Pine Travel Pty Ltd, Taylors Road, Norfolk Island Phone: 6723-22 195 |
| Papeete (Tahiti) | Air New Zealand Papeete Office, Vaima Centre, Papeete Phone: 689-540 740 |
| Nuku'alofa (Tonga) | Air New Zealand Tonga Office, Kingdom Travel Centre, Vuna Road, Nuku'alofa, Tonga Phone: 676-23 192 |
| Port Vila (Vanuatu) | Air New Zealand Port Vila Office, Surata Tamaso Travel, Kumul Highway, Port Vila Phone: 678-22 666 |
| Apia (Samoa) | Air New Zealand Apia Office, Cnr Vaea & Convent Streets, Apia Phone: 685-20 825 |
| Manila (Philippines) | Air New Zealand Manila Office, Aerotel Ltd Corp, 10th Floor, Rufino Pacific Tower, 6784 Ayala Avenue, Makati City, Manila Phone: (632) 884 8097 |
| Johannesburg (South Africa) | Air New Zealand Johannesburg Office, Travel Directions (Pty) Ltd, Holiday House, 158-160 Hendrik Verwoerd Drive, Randburg 2125, Johannesburg Phone: 011-289-8036 |
| Bangkok (Thailand) | Air New Zealand Bangkok Office, c/- Air People International, 14th Floor Charn Issara Tower II, New Petchburi Road, Bangkapi, Huaykwang, Bangkok 10320 Phone: 66 (0) 2718 1839 |
| Dubai (UAE) | Air New Zealand Dubai Office, Apollo Flight Center, 3 Al Sherouq Building, Karama, 7647, Dubai Phone: 971 4 335 9126 |
| Ho Chi Minh (Vietnam) | Air New Zealand Dubai Office, c/- Discover the World Marketing, 3rd Floor, Saigon Pearl Plaza, 92E Nguyen Huu Canh Street, 22 Ward, Binh Thanh District, Ho Chi Minh City Phone: 8428 6291 2277 |
How to file a formal complaint?
Sometimes you may wish to formally file a complaint with the hope that someone will address your concerns quickly. Delayed or lost baggage, booking cancellations, problems with getting a refund, excessive fees or charges, etc. are some of the issues you may want to complain about to Air New Zealand.
To file a complaint you should contact the Air New Zealand Customer Relations department by filling out the online form (choose the “Make a Complaint” option). You should receive a response within a few working days.
If you want to speak to Air NZ ‘s staff about the issue, you can call 64 (0)9 366 2929.
Official complaints can be also sent by mail to this postal address:
Air New Zealand Customer Relations
Private Bag 92007
Auckland 1142
New Zealand
If you are unsatisfied with how Air New Zealand settles your complaint, you can contact the Airline Customer Advocate (ACA) body in your country. The ACA works as “the ombudsman” (an official appointed to investigate individuals’ complaints against a company) to help you resolve problematic issues or concerns with an airline and it provides a free and independent service to airline customers.
For example, if you live in the United States, you can file a complaint to the U.S. Department of Transportation’s Aviation Consumer Protection Division. In the United Kingdom, you can lodge a complaint directly with AviationADR – a dispute resolution scheme approved by the Civil Aviation Authority. Please note that it may take up to 90 days for the ombudsman to resolve your complaint.
Appendices
| Country | Air NZ Phone Number |
|---|---|
| Japan | 81 3 5521 2770 |
| Maldives | +64 9 357 3000 |
| Malaysia | 800 8525 021 |
| Mexico | (55) 9000 2558 / (55) 9000 2560 |
| Netherlands | 0800 023 3011 |
| New Caledonia | 687-286 677 |
| New Zealand | +64 9 357 3000 |
| Niue | 683-4317 |
| Norfolk Island | 6723-22 195 |
| Norway | +64 9 357 3000 |
| Papua New Guinea | 675 327 3444 |
| Philippines | 632 884 8097 |
| Qatar | +64 9 357 3000 |
| Samoa | 685-20 825 |
| Saudi Arabia | +64 9 357 3000 |
| Singapore | 800 8525 021 |
| Spain | 900 994 977 |
| South Africa | 011-289-8036 |
| Sri Lanka | +64 9 357 3000 |
| Sweden | +64 9 357 3000 |
| Switzerland | 0800 897 951 |
| Taiwan | 0080 185 2038 |
| Thailand | 800 8525 02 |
| Tonga | 676-23 192 |
| Turkey | +64 9 357 3000 |
| UK | 0800 028 4149 |
| US | 1800 262 1234 |
| Vanuatu | 678-22 666 |
| Vietnam | 800 8525 021" |
