Air New Zealand Complaints: Online Forms, Phone, and Email

Written By Amy Lancelotte

Last Updated: November 11, 2024

Based in Auckland, Air New Zealand offers flights to 50 destinations in 30 countries. As the country’s flag carrier, you might expect a good level of service and above-average on-time flight performance. For example, in the first half of 2024, Air New Zealand’s on-time performance averaged 80.12%. That means around 20% of passengers will have a delayed flight. Unfortunately, anyone can run into issues when travelling, so sometimes Air New Zealand complaints are necessary. 

For Air New Zealand flight delays and cancellations, passengers are protected by Regulation EU261 and UK261 when departing from the European Union or United Kingdom and the New Zealand Civil Aviation Authority domestically. In 2023, the UK’s Civil Aviation Authority only received one new UK261 complaint, but that likely misrepresents the frequency of these issues. In the EU alone, up to 42% of flight passengers don’t claim the compensation they’re owed. 

Making Air New Zealand complaints for cancelled or delayed flights can earn passengers up to €600/£520 or up to 10 times the ticket price for the trouble. Additionally, for unsatisfactory service or operational issues like delayed and lost Air New Zealand baggage, filing a complaint can trigger other types of compensation and things like vouchers and discounts from the airline. Either way, an official complaint is worth it. Here’s how to do it:

Are you having trouble getting your Air New Zealand flight disruption complaint resolved?We can help, click here to start a no-risk claim with AirAdvisor. Check Your Flight

Air New Zealand Contacts - The UK & Abroad

Air New Zealand seems to discourage passengers from calling at all. They prefer you use their live chat function and online forms. But sometimes a call is necessary, especially for urgent Air New Zealand complaints. Phone numbers are specific to your local region and toll-free.

Air New Zealand Customer Service

Air New Zealand customer service can be contacted using live chat,Facebook Messenger, WhatsApp,feedback forms, and phone as a last resort.

Air New Zealand Phone Contacts

These are the numbers to reach Air New Zealand domestically and internationally:

Contacting Air New Zealand by Phone - A Few Tips

• Have all key info ready: Before making the call, ensure you have all the necessary details at hand. This includes your booking reference number, flight date and number, Airpoints number, and if required, passport information.
• Call during off-peak hours to avoid long waits: To minimize wait times, try to call during less busy periods such as early morning or late evening. Avoid calling after significant travel disruptions, on Mondays, Fridays, and during lunchtime.
• Be direct and specific: When speaking with the representative, be clear about the reason for your call. Clearly outline your issue or complaint to help the agent resolve it effectively.
• Request a reference number and take notes: Always ask for a reference or case number for the call. This will help you track your complaint and make follow-ups easier. It’s also a good idea to take notes on key details like the agent’s name, the time of the call, and a summary of the conversation.

Air New Zealand Email Addresses

Depending on your situation, you can use email to contact the airline, although online forms tend to be a better option.

Air New Zealand on Social Media

Social media is a useful tool when you aren’t getting a satisfactory response to your Air New Zealand complaints, especially when you’re getting a reply at all. Choose your preferred platform (Instagram, Facebook, X, etc) and tag the airline to draw attention to your situation.

Note that there are also links for Air New Zealand’s Facebook Messenger and WhatsApp accounts right on their Help and Contact page.

Air New Zealand Live Chat

To get through to an actual agent, you’ll need to first deal with the chatbot called Oscar. Assuming this won’t address your complaint, ask Oscar to be connected to a representative. This function is available 24/7.

Air New Zealand Complaints - Online Forms

Also on the Help and Contact page is the icon to submit feedback. When you click here, you’re taken to a page where you can make a complaint, leave a compliment, or ask a question. Once in the make a complaint section, there are multiple options. The most common ones you’re likely to pick from include “delayed, disrupted or rescheduled flight,” “customer service,” or “baggage.” From there, follow the many prompts for information and click submit.

What Should Passengers Do If Air New Zealand Doesn’t Respond?

This is the time when social media should be deployed or you will need to consistently follow up by email and phone for as long as it takes. Since this can really drag out the process, consider using AirAdvisor’s expertise to make your complaint related to things like missed connections, flight delays, denied boarding, and flight cancellations. It’s super easy to submit online and we’ve already successfully helped over 400,000 customers in your situation.

Is your Air New Zealand flight disruption complaint being ignored? Click here to file a claim with our flight compensation experts instead!Check Your Flight

Advice For a Successful Air New Zealand Complaint

• Submit your complaint promptly: File your complaint ASAP to avoid forgetting important details or misplacing essential documents such as boarding passes, luggage tickets, and correspondence.
• Provide clear contact information: Ensure you include your mobile number and email address when submitting your complaint. Accurate contact details will help Air New Zealand reach you quickly, speeding up the resolution process.
• Stick to facts: Keep your complaint brief and focused on the key facts. Avoid unnecessary details and ensure the information provided is accurate. Be clear on your desired outcome.
• Expect to follow up and/or escalate: Like with many airlines, following up on your complaint increases the chances of a resolution. Don’t like the answers you’re getting? Escalate to a manager or supervisor that may be more helpful.

Air New Zealand Compensation Form

The only official way to file a claim for a delayed, cancelled, or otherwise disrupted Air New Zealand flight is to submit a complaint online. Select the flight disruption option and click that you have already flown when prompted. Enter all your details, attach supporting documentation, and wait for a reply. 

Help With Filing Air New Zealand Complaints

Air New Zealand will ask you to provide all the supporting details when filing a complaint for delayed or cancelled flights. They will also ask you about the situation for baggage and customer service-related complaints. If you need help starting, take a look at these useful templates:

• Sub-par service template
• Refund template
• Flight interruption template

The Air New Zealand Contact Forms Aren’t Working - Your Options

Sometimes online forms are too complicated or you encounter errors, either with the form itself or the information you’re entering. Either way, you’ll need another option. You can call for assistance, send an email, or use Facebook, WhatsApp, or live chat to contact Air New Zealand to resolve your issue. Be prepared for this to take a long time with increased wait times if the issue is widespread.

Filing Your Air New Zealand Complaints With AirAdvisor

If you can’t be bothered to constantly follow up, we can help. Our airline compensation experts deal with difficult airlines daily, so we can take over and save you the hassle. With us, you have a better chance of getting the maximum compensation of €600/£520 as we have an overall 98% success rate.

Click here to check your Air New Zealand flight disruption eligibility and file a risk-free claim in minutes.Check Your Flight

FAQs: Air New Zealand Complaints