How to contact Air New Zealand Limited customer service?
The primary way to contact Air New Zealand Limited customer service is via their call center: +0800 737 000. However, during peak call times, turning to direct messaging on social media may yield quicker responses. For detailed discussions of complex issues, sending an e-mail is often the best option.
This guide will empower you with effective tactics to elicit prompt responses from Air New Zealand customer service. From the ground up, let’s explore your options. Depending on the nature of your query, several channels are at your disposal:
Automated phone systems are widespread today. Trying to skip their automated menus by saying “agent” (or anything else) can only make your call longer. Instead, state your purpose slowly and clearly to ensure you’re directed to the appropriate queue.
Operating hours across ANZ support channels
- ANZ primary call center number +0800 737 000 operates 24/7.
The 24-hour availability ensures assistance for passengers across various time zones, regardless of the time of the day.
- ANZ live chat offers continuous assistance – the Oscar chatbot is ready to interact with passengers 24/7.
- Social media platforms like Twitter and Facebook operate 24/7, allowing passengers worldwide to ask questions or report issues at any time. While responses might not be instantaneous, ANZ usually aims to respond swiftly, often within a few hours.
- airnewzealand.co.nz website offers help and contact pages – available for passengers 24/7.
- customer service desks at airports are designed to aid passengers who prefer face-to-face assistance. ANZ help desks operate according to each airport’s hours.
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Real human help
How to talk to a live person at Air New Zealand?
To reach a live person at ANZ, you can use most of their communication channels – call center, local offices, live chat, social media, emails, or airport service desk. Each route ensures interaction with human operators, either immediately or after an initial automated response.
- When you dial ANZ call center number, you’ll be connected to a human operator. Initially, you might interact with an automated Interactive Voice Response (IVR) system – designed to guide you to the most suitable department (and to put you on hold if the lines are busy). However, once the line is free, you will be connected to a real person.
- Reach out to your local Air New Zealand office – it is probably the best way to talk to a real person. As they handle fewer calls, you’ll experience much shorter waiting times.
- Web chat is slightly different as it often employs technologies like AI bots to provide a simulated “chatbot operator”. However, Air New Zealand customer care team member is always ready to intervene. To connect with a real person, type phrases like “talk to human” or “live agent”.
- Message ANZ on their social media platforms (use Twitter DM or Facebook Messenger). Although initial interaction may also be with a bot, a human operator will usually step in for complex issues.
- If you’re at the airport, check if the airline has a service desk on-site. Pay a visit to speak to a representative in person.
Air New Zealand international contacts
International customer service can handle your booking just like the main call center. Instead of competing for time with the call centers in New Zealand, jump the line by dialing those in other countries — Australia, Samoa, Tonga, United Kingdom, United States — for example. Travelers report that the Air New Zealand Limited support in those countries 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 there’s a chance that the hotline staff also speaks English.
| Country | ANZ Phone Number |
|---|---|
| Australia | +1800 132 476 |
| Canada | +1866 351 9528 |
| China | +86 400 1018080 |
| Japan | +81 3 5521 2770 |
| New Caledonia | +687 286677 |
| New Zealand | +0800 737 000 |
| Samoa | +685 20825 |
| Tonga | +676 23192 |
| United Kingdom | +0800 028 4149 |
| United States | +1800 262 1234 |
Air New Zealand Limited urgent/emergency phone numbers
In case of an emergency related to the Air New Zealand Limited flight, call this number: +0800 737 000 (hotline in New Zealand).
If you are in a different country, refer to the “International Contacts” section above for your local phone number.
These are the general customer service phone numbers as Air New Zealand Limited does not provide a separate number for emergency situations. However, the airline representatives will be able to assist you with urgent issues such as flight cancellations, ticket changes, lost passports, etc.
If phone lines are busy, initiate simultaneous conversations through Twitter DM (@FlyAirNZ) and Facebook Messenger to increase your chances of a prompt response.
Call for free
Toll-free Air New Zealand Limited call centers
Only some phone numbers provided by Air New Zealand Limited are toll-free: +800 8525 021 (Singapore), +0080 185 2038 (Taiwan). They are free from landline phone in the same country or region. However, charges may apply if you call Air New Zealand Limited toll-free call centers from a mobile phone or a different country.
In the United States and Canada, toll-free numbers typically begin with 800, 888, 877, 866, 855, 844, or 833. In most cases, they can also be called from anywhere worldwide using an American cell phone by dialing +1 followed by the 8xx number.
In other countries, toll-free numbers vary due to different regulations. In Europe, toll-free numbers usually begin with 0800 (or 0808 in the UK – “freephone numbers”). The same 0800 prefix is used in China, South Africa, Argentina, and Brazil. The 1800 format is prevalent in Australia, New Zealand, India, Malaysia, Philippines, Singapore, and Thailand (which also uses 001-800). In Japan, “Free Dial” numbers typically start with 0120, while in Indonesia, it’s 001-803.
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Air New Zealand WhatsApp number
To contact Air New Zealand Limited via WhatsApp, use +64273095750 number. Once you’ve added the number to your contacts, you can start a conversation by sending a message.
You can use Air New Zealand Limited WhatsApp number to get help with your reservation, get information about your flight, or ask other questions regarding your trip. It is a secure way to contact airline’s customer support, as all messages are encrypted.
Alternatively, to avoid high rates for international calls, you can use Wi-Fi calling or VoIP services.
Wi-Fi calling lets you place phone calls via a Wi-Fi network rather than a cellular network, much like WhatsApp, helping you avoid any roaming charges. Most carriers and smartphones support Wi-Fi calling, but you’ll need to enable it in your phone’s settings. Please note that Wi-Fi calling is restricted in countries like China, Egypt, Oman, Qatar, Saudi Arabia, and UAE.
VoIP apps like Skype, Viber, Google Voice or Talkatone are another way to call Air New Zealand Limited international numbers cheaply. In a manner similar to WhatsApp, they tap into the internet to place calls. While not free, these services offer competitively low rates for calls to both landlines and mobile phones. Costs generally range between $0.01 and $0.20 per minute, subject to the country and service provider being called.
In 2017, the EU has abolished roaming charges within its territory. If you’re within the EU and you place a call to a Air New Zealand Limited number located in the EU, it will be priced as domestic call — with a capped cost of 19 cents (plus VAT) per minute.
Air New Zealand phone numbers by city
Your regional ANZ helpline often has more specific knowledge about local airports, regulations, and services. They may be able to provide more detailed and relevant information.
Most agents have good English proficiency. The regional lines will likely have representatives who are also fluent in the local language; if you feel more comfortable communicating in your first language, look for the phone number for your nearest location.
Calling a regional center means you’re likely calling within your time zone — this can make it easier to reach someone during business hours.
| City | ANZ Phone Number |
|---|---|
| Apia | +685 20825 |
| Auckland | +0800 737 000 |
| Beijing | +86 400 1018080 |
| London | +0800 028 4149 |
| Los Angeles | +1800 262 1234 |
| Noumea | +687 286677 |
| Nuku'alofa | +676 23192 |
| Sydney | +1800 132 476 |
| Tokyo | +81 3 5521 2770 |
| Toronto | +1866 351 9528 |
When to call
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). The earlier in the day you call, the less you’ll have to wait.
Experienced customers suggest the best time to call ANZ is early morning, from 4 am to 7 am (as per the call center’s local time), for 24/7 hotlines or just as the call center commences operations. Remember to adjust for any time differences.
The evening hours and weekends typically encounter the highest traffic and should be avoided.
Third-party apps like DoNotPay can save you time by placing a call and enduring hold times on your behalf. By using tricks, the app tries to get a human on the line quickly (it has built a database of priority customer service numbers). Then it calls you back and connects you to the agent. DoNotPay is a paid service and currently supports US numbers only (expansion to other countries is underway).
Air New Zealand Limited email address
Air New Zealand Limited does not offer a direct email address or an email form for customer support. Instead, they recommend passengers to seek immediate assistance through their live chat, social media channels, or by calling their customer service line at +0800 737 000.
You may also use help section on the airnewzealand.co.nz website.
While Air New Zealand Limited‘s customer service isn’t directly accessible via email, an alternative is to reach out to their local offices. Some of these branches openly share their email addresses online, providing an alternative route for correspondence.
Regional email addresses
You can find a list of Air New Zealand Limited regional email addresses below:
| Country | Air New Zealand Limited Email Address |
|---|---|
| Mexico | airnz@discovertheworld.com.mx |
| Cook Islands | rarotongatravelcentre@airnz.co.nz |
| Fiji | airnzfiji@airnz.co.nz |
| Niue | info@pelenistravel.com |
| Samoa | airnzsamoa@airnz.co.nz |
| Tahiti | airnztahiti@airnz.co.nz |
| Tonga | info@travelcentre.to |
Email addresses by department
If your inquiry go beyond general customer support, contacting a specific department within the airline may be necessary. We’ve compiled these special-purpose email addresses in the table below. Nonetheless, always respect the contact methods provided by Air New Zealand Limited — only reach out to the relevant department for your inquiry.
| Country | Air New Zealand Limited Email Address |
|---|---|
| Cargo | CSBookings@airnz.co.nz |
| Travel Card | TravelcardAdmin@airnz.co.nz |
If you want to send an email to one of Air New Zealand Limited’s employees, try the popular email format used by many companies: First.Last@airnewzealand.co.nz. For example, to email Jane Doe who works at the airline, use Jane.Doe@airnewzealand.co.nz.
Air New Zealand Limited sales and ticketing offices
Air New Zealand Limited ticketing and sales offices are often found in major cities and airports. They provide essential services such as ticket reservations, flight rescheduling, cancellations, frequent flyer award tickets, and information about various services offered by the airline. When you encounter a problem with your booking that can’t be resolved online, the sales office is the right place to seek assistance.
Here’s the list of Air New Zealand Limited offices and regional branches around the world:
| City (Country) | ANZ Office Address / Phone |
|---|---|
| Fiji | Suite 37, 1st Floor, International Arrivals, Nadi Airport |
| New Caledonia | Axxess Travel, 14 Rue de Verdun, Noumea Cedex |
| Samoa | Lotemau Centre, Cnr Vaea & Convent Streets |
Air New Zealand Limited live chat (meet Oscar)
Air New Zealand Limited live chat (“Ask Oscar”) is a fast way to get help from the airline 24/7. It features a simple chatbot Oscar that can provide answers to some popular questions and handle common issues. Since it lacks modern A.I. capabilities, for more complex issues, you will be redirected to a live agent — a human customer service representative.
Air New Zealand Limited Oscar bot is a computer program designed to communicate with people via messages on online chats. It is a virtual assistant, instantly, untiredly responding to customers’ inquiries 24/7. The quality of answers is quite satisfactory for popular questions and common problems such as flight reservations, ticket changes, flight status checks, purchasing an extra baggage, or even getting a refund.
Being just a simple, automated software, Oscar bot can’t solve all the problems though. When faced with complex queries that it can’t tackle, it will seamlessly connect you with the live agent, an actual Air New Zealand Limited support representative. If you want to skip the conversation with a bot entirely, use phrases like “speak with a human” or “talk to a live agent” — they will usually trigger the transfer.
To access the Air New Zealand Limited webchat and talk to a live agent, visit the airline’s website.
For security reasons, live chat agents cannot proces sensitive payment information. To make purchases (like ticket changes or additional baggage), you’ll be redirected to a secure payment portal or advised to call Air New Zealand Limited directly.
Feedback: How to file a formal complaint?
To formally lodge a complaint with Air New Zealand Limited, begin by using the carrier’s designated feedback channels. Detailed instructions for reporting problems can be found on their official website. Retain all pertinent documents — boarding passes, receipts, tickets, and email correspondences — as they may be needed to support your case.
To file a formal complaint, you can use the online form on the airnewzealand.co.nz website, send email the the Customer Relations department directly: cro@airnz.co.nz. Remember to include the necessary details, clearly stating the nature of your complaint. Air New Zealand Limited will reply to your complaint within a few working days.
For direct, pesonal assistance, passengers wishing to share their feedback or discuss encountered issues can speak to a representative by dialing +0800 737 000.
If your complaint isn’t addressed satisfactorily, you may escalate it by writing a detailed letter outlining your complaint and the resolution you seek. Send it to this postal address:
—
Air New Zealand Customer Relations
Private Bag 92007
Auckland 1142
New Zealand
If all else fails, email the CEO. Write a polite complaint email briefly explaining your situation and kindly requesting their assistance. While the CEO may not personally respond, their team usually takes prompt action. Often, the outcome can be even better than what you had hoped for. Use services like Hunter.io or Spokeo to find the email address of the Air New Zealand Limited CEO.
Aviation Consumer Protection
Escalate your issue to the ombudsman
If you are unsatisfied with how Air New Zealand Limited settles your complaint, you can contact your country’s Airline Customer Advocate (ACA) body. The ACA works as “the ombudsman” — an official appointed to investigate individuals’ complaints against businesses. Please note that the ombudsman may take up to 90 days to resolve your Air New Zealand Limited issue.
- United States: You can file a complaint to the U.S. Department of Transportation’s Aviation Consumer Protection Division (phone: 202-366-2220).
- Canada: The Canadian Transportation Agency (CTA) provides dispute resolution for air travel complaints (phone: 1-888-222-2592, email: info@otc-cta.gc.ca).
- Australia, The Airline Customer Advocate (ACA) offers free and independent ombudsman service.
- European Union: If your flight departed from an EU country or was with an EU carrier and landed in the EU, you’re protected by EU passenger rights. You can submit your complaint to a National Enforcement Body (NEB).
- United Kingdom: If your flight departed from an airport in the UK, you can lodge a complaint with AviationADR.
Premium hotline
for Airpoints™ members
Airpoints™, Air New Zealand Limited‘s loyalty program provides dedicated phone number for members, with shorter waiting times than the standard call centers. If you are a Airpoints™ member with Silver, Gold, Elite status, you can dial +0800 247 764 to reach frequent flyer program (FFP) customer service in New Zealand.
Dedicated customer service for the Airpoints™ FFP can assist you with verifying your reward point balance, making flight reservations, processing the flight redemption and upgrades, or just addressing any queries you might have about the loyalty program.
Air New Zealand Limited doesn’t offer a dedicated email address for Airpoints™ customer care.
If you find yourself already at the airport, consider seeking aid from an airline agent at the Air New Zealand Limited lounge. Their team is often capable of addressing same-day issues or can offer you a direct airport line, bypassing the queue. However, ensure you’re eligible for lounge access beforehand, as it’s generally reserved for top-tier frequent flyer members.
Contacting ANZ on social media
Getting phone help from Air New Zealand Limited often means long waits. So here’s our advice: before calling the helpline, try to get a quick fix by contacting them via social media — Facebook, Twitter. Many travelers are reporting that they get a faster response there. Most large airlines have teams of social media specialists; in our experience, it’s the easiest way to resolve an issue.
Craft a concise and polite message explaining your issue or inquiry. Include relevant details like your booking reference or flight information. If you don’t hear back within a reasonable timeframe, send a follow-up message.
Use this trick to contact the airline faster: mention @FlyAirNZ in a tweet about your issue. Air New Zealand Limited team will often notice it immediately and provide an answer. It’s a method we recommend if your issue is particularly urgent.
Self-service
Do you really need
to call the airline?
You’d be surprised to know that many of your issues can be easily resolved without contacting Air New Zealand Limited customer service.
Manage Booking
This section on the ANZ website is a convenient self-service tool you can use to manage your reservations. Manage Booking eliminaties the need for lengthy interactions with customer service, addressing typical passenger queries:
- retrieving booking information
- seat selection and upgrades
- adding extra baggage
- ordering special meals
- changing traveler details
Please note that the availability of some of these actions depends on the fare type and the terms and conditions of the ticket purchased. In some cases additional fees may be applicable.
Help Center
Before dialing into the Air New Zealand Limited call centers, we recommend consulting the airline’s help articles. Grounded in years of customer interaction and experience, these articles answer many common queries and provide valuable travel advisories:
- Help & Contact
- Online and mobile check-in
- Baggage
- Airpoints™
- Cargo
- Credit and refund information
- Special assistance
Chatbot
Harnessing the power of AI, airline chatbots provide 24/7 service – reducing the need for call centers waits. While they can’t solve all problems, their capabilities continually improve with technology advancements.
For instant assistance, visit Oscar chatbot on ANZ website. It’s worth giving it a try, as this digital aide is quite proficient and ready to answer a myriad of your queries.
FAQ
What is the hotline response time?
The average wait time for Air New Zealand Limited representatives is between 5 and 50 minutes — depending on when you're calling. However, when the airline gets hit with an unprecedented wave of calls amid mass cancellations, you should be prepared for much longer waiting times.
Like most airlines, ANZ employs a certain number of staff in its call centers — sufficient to serve customers under standard conditions. If these conditions change (sudden flight delays and cancellations, peak travel times such as school holidays, etc.), the airline usually allocates more resources to customer service to address the increased demand.
Where can I find Air New Zealand Limited service desk at the airport?
Air New Zealand Limited houses its main service desk at Auckland Airport AKL in Auckland, New Zealand. The airport serves as the primary hub airport for the carrier, coordinating the lion's share of its flight operations. The Air New Zealand Limited representatives at this airport desk provide comprehensive customer service for passengers: booking changes, refunds, upgrading flights, special assistance requests, etc.
You’ll also find Air New Zealand service desks at other major airports in its network: Nadi International Airport NAN.
Not all airports serviced by ANZ maintain its help desks. Their presence depends on the airline's scale of operations, airport size, and arrangements with other airlines. Smaller airports with sparse ANZ flights or those primarily catering to regional traffic may lack a dedicated service desk.
If you’re flying with the New Zealand carrier and aren’t sure whether there will be a service desk at the departure airport, check the airline’s and the airport's websites. Alternatively, contact customer service for the most up-to-date information.
Missed Air New Zealand Limited flight contact number
If you think you're going to miss a flight, call Air New Zealand Limited immediately at +0800 737 000. The sooner your airline knows that you'll be late, the more options it has to fix it. Air New Zealand Limited often charges you for a new ticket if you miss a flight, but there are important exceptions. To find out if you qualify, you need to act fast. Calling the airline ASAP can significantly increase your chances of getting rebooked on the next flight at no additional charge.
How to request a callback from Air New Zealand Limited?
Air New Zealand Limited does not provide a callback option. However, you can still potentially get an airline representative to call you back:
- Try to initiate contact by reaching out to Air New Zealand Limited through the channels they offer — email, live chat, social media, or the hotline.
- Clearly state that you would prefer to be contacted by a phone call (callback)
- Briefly explain your issue or question; include your phone number and the best times to reach you.
- Follow up: if you don’t get a response within a reasonable timeframe, try reaching out again.
What is Air New Zealand Limited Business Class contact number?
Several airlines offer premium, dedicated phone lines exclusively for their Business Class passengers — recognizing the investment they make when they opt for a higher level of comfort.
However, Air New Zealand Limited does not offer a dedicated phone number for Business Class customers. Instead, they can contact the airline’s general customer service line. Although this might involve some waiting, the airline prioritizes assisting their high-tier customers as quickly as possible.
Should I contact my travel agent instead of CS?
Yes, if you find airline customer care burdensome, you may ask your travel agent for help. An agent can remove all that drama from your booking experience. Good travel agents have dedicated "air teams" behind them (who have relationships with airlines) and often work via a bigger agency leveraging its robust networks and connections.
When ANZ 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 the customer side.
What is the location and contact for head office?
Air New Zealand’s head office is located in Auckland, New Zealand:
185 Fanshawe Street,
Auckland 1010,
New Zealand
Phone: +0800 737 000
Air New Zealand Limited HQ (headquarters, head office, corporate office) serves as the principal business hub for the airline, its center of planning, coordination, and execution. The head office manages most of the airline's national functions, including finance, legal affairs, human resources, and marketing. It is also the central workspace for Air New Zealand Limited's executive team, including the CEO, CFO, and key managerial staff. The headquarters oversees all other offices and branches, which report back to this 'nerve center' of operations.
How to call Air New Zealand Limited from Australia?
Passengers in Australia can contact Air New Zealand Limited by dialing this customer service phone number: +1800 132 476.
How to call Air New Zealand Limited from USA?
If you're in USA and need to reach out to Air New Zealand Limited, call its hotline: +1800 262 1234.
How to call Air New Zealand Limited from UK?
To call Air New Zealand Limited from UK, dial +0800 028 4149. Follow the voice prompts to get in touch with the correct airline's department or its representative. This line is equipped to handle a range of inquiries — including reservations, flight information, customer service, and more.
What is Air New Zealand Limited reservations phone number?
The main phone number for Air New Zealand Limited reservations is +0800 737 000. If you require assistance with your flight ticket, you can also call the airline's regional call center or local ticketing office. Please note that the company may charge an additional fee for reservations made over the phone.
What is Air New Zealand Limited rebooking hotline?
To rebook your flight with Air New Zealand Limited, first review their current conditions and policies, as these occasionally change. Then contact their main call center at +0800 737 000.
It's recommended to consult the rebooking with an airline representative as it enables you to discuss changes to your itinerary and explore all available flight options in detail. Be aware that rebooking may incur a fee.
| Country | ANZ Phone Number |
|---|---|
| Austria | +0800 297 225 |
| Cook Islands | +682 26300 |
| Denmark | +802 54 156 |
| Fiji | +679 6722955 |
| France | +0800 990 364 |
| Germany | +0800 1800 421 |
| India | +91 22 43004500 |
| Indonesia | +62 21 2953 3355 |
| Italy | +0800 789 827 |
| Korea | +82 2 737 4025 |
| Malaysia | +60 3 2715 5020 |
| Mexico | +(55) 9000 2558 |
| Netherlands | +0800 023 3011 |
| Niue | +683 4318 |
| Papua New Guinea | +675 3273444 |
| Philippines | +63 2 8245 0819 |
| Republic of Ireland | +1800 551 447 |
| Singapore | +800 8525 021 |
| Spain | +900 994 977 |
| Switzerland | +0800 897 951 |
| Tahiti | +689 40540747 |
| Taiwan | +0080 185 2038 |
| Thailand | +66 (0)2 308 2680 |
| Vietnam | +84 28 6291 2277 |
| Cities | ANZ Phone Number |
|---|---|
| Alofi | +683 4318 |
| Amsterdam | +0800 023 3011 |
| Bangkok | +66 (0)2 308 2680 |
| Berlin | +0800 1800 421 |
| Copenhagen | +802 54 156 |
| Dublin | +1800 551 447 |
| Ho Chi Minh City | +84 28 6291 2277 |
| Jakarta | +62 21 2953 3355 |
| Kuala Lumpur | +60 3 2715 5020 |
| Madrid | +900 994 977 |
| Manila | +63 2 8245 0819 |
| Mexico City | +(55) 9000 2558 |
| Mumbai | +91 22 43004500 |
| Nadi | +679 6722955 |
| Papeete | +689 40540747 |
| Paris | +0800 990 364 |
| Port Moresby | +675 3273444 |
| Rarotonga | +682 26300 |
| Rome | +0800 789 827 |
| Seoul | +82 2 737 4025 |
| Singapore | +800 8525 021 |
| Taipei | +0080 185 2038 |
| Vienna | +0800 297 225 |
| Zurich | +0800 897 951 |
