Air New Zealand has announced a significant extension of the expiry date for credits issued in response to the ongoing impacts of the pandemic. Originally slated to expire on 31 January next year, these credits will now remain valid until 31 January 2026.
Applicable to COVID-related credits issued before October 2022, the extension grants Air New Zealand customers an additional two years to plan and utilise their COVID credits, allowing them to book travel that must be completed by 31 December 2026.
Some of these credits date back to early 2020, which means that Air New Zealand is effectively offering customers up to six years to make the most of their credits.
Richard Thomson, Chief Financial Officer of Air New Zealand, emphasised the airline’s commitment to accommodating its customers during these challenging times.
“Air New Zealand has been doing what it can to contact customers,” he said.
“We’ve directly emailed customers, phoned those with high-value credits, contacted travel agents, and been advertising in national media.”
However, Thomson acknowledged that some customers are harder to contact due to changed contact details or bookings through third parties, which adds a layer of complexity.
According to the CFO, nearly 85 per cent of customers who held COVID credits have already used them to book flights. However, there is still over $200 million worth of credits outstanding. And the airline said the extension was thus “a reasonable decision”.
COVID credits were first issued to customers who bought non-refundable flight tickets rendered unusable by the pandemic. Air New Zealand confirmed that refundable fare customers have received their requested refunds for affected flights.
This marks the sixth time Air New Zealand has extended the expiry date for COVID credits.
How it works & who’s eligible?
The carrier clarified that it would provide a refund on credits if the originally purchased fare was refundable or if required by applicable law. The airline also continues to offer compassionate refunds for those who face financial hardship and hold a credit.
Customers can use their credits for any flight within the Air New Zealand network. Or they can partially pay with a combination of credit and cash. Or they can use it for excess baggage or seat selection. They can even make bookings on behalf of others, or upgrade their fare.
Over the next two years, Air New Zealand will continue its efforts to reach out to customers with unused credits. It also encourages anyone with a credit to book at their earliest convenience.
Air New Zealand is actively working to update information on its website and individual accounts. However, it assures that the expiry date not yet being updated will not affect their ability to use their credit. For any inquiries regarding this matter, customers can reach out to Air New Zealand at covidrefunds@airnz.co.nz.
