承運條款
1. 運送條款如何適用於你
- 我們的《運送條款》（「本協議」）
- 任何相關監管機構要求我們支付的費用
- 國際法規及其他適用法律
- 我們員工給予你的任何指示，不論是口頭或書面形式
- 適用於您行程的其他票價規則
1.1 本協議是否適用於我預訂中的所有航班？
1.2 本協議是否適用於所有情況？
1.3 本協議是否適用於包機航班？
1.4 若本協議不同語言版本存在差異，應以哪一版為準？
1.5 紐西蘭航空員工能否更改本《運送條款》？
1.6 若我的機票屬於商務用途，會如何？
1.7 紐西蘭航空網站上的連結是否屬於本協議的一部分？
2. 預訂你的行程
搭乘我們的航班的第一步，就是完成預訂。本節將說明預訂的意義，以及它對你和你的同行旅客的意義。
- 預訂如何運作
- 機票付款方式
- 特殊需求與餐點安排
- 更改或取消預訂
- 如果你錯過航班該如何因應
2.1 我的預訂如何運作？
一旦我們在系統中記錄你的預訂，預訂即視為確認。我們將以書面通知你。
部分票種可能不允許你免費更改或取消預訂。
當你為他人進行預訂時，你即代表他們並代替他們接受本協議。你必須讓他們知悉本《運送條款》，其中包括我們如何收集、儲存及使用他們的個人資訊。詳情請參閱本協議中的「個人資訊」章節。
2.2 我何時需要支付機票費用？
當你完成預訂時，我們或第三方代理人會告知你機票的付款期限。若你未能在截止日期前付款，我們可能會取消你的預訂。
2.3 誰可以更改或取消我的機票？
若你是購票人，你可以提出取消、更改或退款的要求。你的申請將受本協議條款的約束。你必須通知同一預訂中的其他旅客，告知你有權這麼做。
若購票人授權他人，則該人也可對預訂進行更改。
2.4 如果我需要攜帶禁止物品怎麼辦？
若你打算在託運行李中攜帶槍枝、彈藥、其他武器或任何其他禁止物品，你必須在訂票時告知我們。
你不得在機艙內攜帶任何武器或彈藥，無論是隨身行李還是隨身攜帶。
更多資訊請參閱本協議中的「行李」章節，以及我們的「限制物品」網頁。
2.5 我可以自行選擇座位嗎？
無論你在線上或辦理登機時提出要求，我們都會盡力滿足你的座位偏好。但即使我們已確認，也無法保證特定座位。我們可能會因符合法律需求，隨時分配或重新分配座位。我們對此不承擔任何責任，除非依據 Seat Select 條款及細則需支付退款。
2.6 如果我需要特殊餐點怎麼辦？
我們在部分國際航線提供多種特殊餐點。若你需要特殊餐點，請至少提前 24 小時告知我們。在部分航線，可能需要提前四天通知。我們不保證你要求的餐點一定能提供，若無法供應，我們不承擔責任。
你可自備餐食登機，但可能會受到目的地海關規定的限制。
更多關於申請特殊餐點的資訊，請參閱我們的「特殊餐點」頁面。
2.7 如果我錯過了航班怎麼辦？
在某些情況下，你可能未能：
及時抵達機場搭乘航班
使用已預訂的航班
使用後續或回程航班
這些情況下，我們將取消你該航段的預訂，且不予退款。若你的機票為多段行程，我們也可能取消其他航段，且不予退款。
若你的票種允許你無償的錯過航班，則本條款不適用。
2.8 我需要在出發前再次確認航班嗎？
你無需向我們再次確認預訂。但我們建議你透過我們的網站、Air NZ 應用程式，或與預訂相關的電子郵件，查看是否有行程變更。
若你行程中包含其他航空公司航班，你可能需要自行向該航空公司再次確認。這是你的責任。
3. 申請特殊協助
每位旅客的需求都不同。若你在搭機時需要額外協助，以下是我們能提供的幫助。我們將盡力讓您享有愉快、舒適且有尊嚴的飛行體驗。
- 我們能提供的特殊協助類型
- 機上及機場可提供的設備與服務
- 如何申請協助
- 可能需額外收費的情況
3.1 什麼是「特殊協助」？
有時你在旅行時可能需要額外幫助，我們將此稱為「特殊協助」。你可能需要特殊協助的情況包括：
獨自旅行的兒童
患病、身體不便或需要醫療協助
懷孕或攜帶嬰兒旅行
視覺或聽覺障礙
高齡旅客
我們也能協助以下情況：
依靠導盲犬等服務動物
使用義肢
需依賴輪椅移動
攜帶醫療設備（例如氧氣供應裝置）
需要同行陪伴者協助旅行
3.2 如何申請特殊協助？
若你需要任何形式的特殊協助，你必須在訂票時提出。我們會告知是否能滿足你的需求。我們將始終遵守法律規定，提供你應享有的特殊協助。
3.3 特殊協助是否需要額外收費？
大部分形式的特殊協助我們免費提供。但以下情況我們可能會收取費用：
提供特定設備，例如氧氣供應裝置
為必須與你同行的陪伴者額外安排座位
若法律要求我們必須免費提供設備或滿足你的需求，則本條款將不適用。
更多資訊：
5. 你的機票
你的機票，無論是電子版或紙本，都是你旅程中不可或缺的一部分。本協議的此部分涵蓋與機票相關的重要細節，包括：
我的機票會有哪些資訊？
什麼時候需要出示機票？
我可以把機票轉讓給他人嗎？
如果我的機票損壞怎麼辦？
我的機票有效期是多久？
如果持票人去世會怎麼處理？
5.1 我的機票會載有哪些資訊？
國際規範要求，我們的名稱與地址必須出現在你的機票上。
我們的名稱可能會縮寫為「NZ」，即我們的航空公司代碼，或類似形式。
我們的地址則為你出發機場，在機票的「承運人」欄位中，顯示於我們縮寫名稱旁。如果你持有電子機票，我們的地址會出現在你行程單第一航段中「NZ」的旁邊。
5.2 什麼時候需要出示機票與其他旅行文件？
辦理登機時，你必須出示有效的身份證明及以你姓名開立的機票。
你也可能需要在以下場合出示你的行程單與身份證明（電子或紙本皆可）：
辦理登機手續
海關檢查
機場安檢
登機口
移民檢查
免稅店購物時
在出行前，你應確認目的地是否需要簽證或其他旅行文件。若你無法提供，我們可能不允許你登機。詳情請參閱本協議中「入境」部分。
你有責任確保你的機票姓名正確，並確保所有旅行文件有效且完整。若因你未能確認文件正確有效而產生後果，我們不承擔責任。
5.3 他人可以使用我的機票嗎？
你不得將機票轉讓或出售給他人。我們僅承運機票上所載姓名的旅客。
若他人出示你的機票而我們發現該人並非你本人，我們將拒絕其登機。
即使我們已盡合理努力，仍可能未能察覺機票已被轉讓。若我們因此向新持票人提供退款或允許其乘機，我們：
無須為你更換機票
對你或對方均不承擔任何責任
無須支付協議中其他情況下可能應付的退款
5.4 如果我的機票損壞怎麼辦？
若你出示的機票損壞、遭更改、或電子檔被竄改或損壞，將無法乘機，除非該更改由我們進行。
5.5 我的機票會不會失效？
你的機票自旅行開始之日起有效期為 12 個月。若未使用，則自開立之日起 12 個月內有效。
若你的機票另有規定有效期，則以機票上規定的期限為準。
5.6 如果我無法使用機票怎麼辦？
有時你可能因以下原因無法旅行：
我們無法確認你的預訂
我們取消了你的航班
我們航班延誤，導致你必須取消行程
此情況下，我們將延長你的機票有效期，以便你搭乘下一班可用航班。若你的機票仍在有效期內，你也可能選擇取消航班，並根據取消或延誤原因、機票規則及適用法律，申請退票或票款抵用。
5.7 若旅客去世會怎麼處理？
若與你同一預訂的旅客在行程中去世，我們可能會：
免除你機票的最短停留限制
將你的機票有效期自死亡日起最多延長 45 天
我們無法將有效期延長至超過相關移民法所允許的期限。我們可能需要你提供死亡證明，例如有效的死亡證書。
5.8 我可以更改行程中航班的順序嗎？
若你的行程包含多個航段，你必須依照機票上顯示的順序乘機。你的航段順序會影響票價。
當你的行程開始後，你可以申請更改航班順序，但必須支付相應的費用、稅金及價格差額。我們將依據你購票當日的票價，與調整後票價作比較，以計算差額。
我們可能會重新開立你的機票，並以新價格計算。
6. 支付你的行程
當你支付行程費用時，你需要了解票價包含的內容，以及付款的相關規定。本節涵蓋：
機票包含的項目
如果你想更改行程會發生什麼
使用不同貨幣支付
稅費與其他收費
如果行程受到干擾會怎麼辦
6.1 我的票價包含哪些內容？
你的票價涵蓋自出發機場至目的地機場的旅程，除非我們另有告知。
票價不包括：
機場內航廈之間的交通
機場與附近市區之間的接駁
不同機場之間的交通
6.2 更改行程是否需要支付額外費用？
我們依據開立你機票當日的票價收費。若你更改行程，費用可能隨之變動。詳情請參閱本協議中的「機票規則」部分。
6.3 我可以用哪些貨幣支付機票？
你可以使用我們接受的任何貨幣支付。我們將依照出票當日的匯率計算金額。
6.4 我的票價是否包含其他機構的稅費與收費？
你的票價包含部分費用、稅金與收費。我們可能會將其合併顯示為總額，或逐項列出。這些費用可能由政府機構、機場營運方或其他航空公司收取，並轉嫁給你或我們。
可能包括：
信用卡付款手續費
與機票一併購買的保險
你的機票將列明相關細節，或你可向旅行社查詢。
不過，你仍可能需要支付票價中未包含的其他費用或稅金。例如，某些機場可能會收取離境稅，你需直接向相關機構支付。
6.5 如果我的行程受到干擾會怎麼辦？
若你在旅途中遇到意外狀況，我們對你的責任有限。為避免承擔額外費用，我們建議你購買旅行保險。保險可能涵蓋：
行程變更或取消
醫療與住院費用
人身傷害或死亡
行李損壞、延誤或遺失
錯過航班轉機
其他不可預見的支出（如停車、住宿、租車及燃油費等）
市面上有許多不同的保險公司，每份保單內容略有差異。建議你確認所購保單能提供符合你旅行需求的保障。
7. 你的行李
一般行李資訊
你可攜帶登機的手提行李
我們為你托運的行李
動物及危險物品（如槍械）
雙方的責任
7.1 我的行李額度是多少？
你的機票可能包含托運行李額度（我們會將其放置於貨艙），以及手提行李額度（你可隨身攜帶進入客艙）。行李必須符合重量、尺寸限制，以及禁止攜帶物品規定，並遵守本協議。這些要求屬於本協議的一部分，請你出行前確認。詳細資訊請參閱你購票所在國家的紐西蘭航空網站。
若你依賴輪椅或助行器，我們通常可免費為你托運或允許攜帶進客艙。兒童可摺疊的嬰兒車也可托運。欲了解更多資訊，請參閱我們的「使用輪椅人士的服務」頁面。
若行李危及健康、安全，或超出飛機限制，我們無法運送。特定國家的法律也可能影響行李額度。
7.2 行李是否受飛機限制？
飛機空間有限，貨艙容量與貨艙門尺寸皆有限制。因此，我們可能無法承運某些物品。此情況下，你的行李可能需搭乘其他航班或其他運輸方式。
7.3 行李接受條件
我們可能拒絕承運以下行李：
尺寸、形狀或重量特殊
脆弱易損
危及安全或營運
影響其他旅客的舒適或便利
包裝不當或不牢固
7.4 如果我有超額行李怎麼辦？
超過免費額度的行李稱為「超額行李」。若你攜帶超額行李辦理登機，我們可能：
拒絕承運
接受運送
安排搭乘其他航班
你可能需支付超額行李費。若行程中有其他航段，你可能再次被收費。不同航空公司收費標準不同，請事先查閱規則。
一些實用資訊：
7.5 手提行李禁止攜帶物品
為了確保所有旅客的安全，有些物品是禁止攜帶進入客艙的。也有一些物品必須遵守我們所屬產業的國際規範。
各國機場對手提行李也有當地的安檢限制，請務必在出發前確認相關規定。
安檢人員將會移除手提行李中任何危險或禁帶物品，且這些物品將不會歸還。我們不對被查扣的物品負責，也無法為其提供保管服務。
一些實用資訊：
7.6 攜帶特殊物品登機
若物品（如精密樂器）易在貨艙中受損，你可於至少兩個工作日前提出申請。我們可能允許你付費攜帶進客艙，即使其體積或重量超標。
7.7 如何避免托運行李遺失或損壞？
我們會盡力照顧你的行李，但仍可能延誤、遺失或損壞。我們建議：
將重要、易碎或貴重物品放於手提行李
購買涵蓋行李延誤、遺失或損壞的旅遊保險
7.8 托運行李管理
托運行李必須標示姓名或個人識別資訊
每件托運行李將附上標籤
我們盡量將行李與你同機運送；若因安全或營運原因需改搭他班，將於目的地交付給你（除非當地法律要求你親自辦理清關）
若因非你可控的原因無法運送，我們將退還行李費用
若你未及時到登機口，托運行李將被卸下
7.9 如何領取托運行李？
你必須於行李抵達後立即領取。若你未能及時領取，我們最多保管一個月，並可能收取保管費，之後我們有權處置行李，且不承擔責任。
你必須出示行李牌或標籤，並證明行李所有權。
7.10 在紐西蘭境內攜帶動物
我們可在國內航班上將貓、狗、小型籠養鳥類視為托運行李，但必須使用合格籠具。營利性動物（如賽狗、家畜）不在本協議範圍內，僅可作為貨物運輸。
動物及其相關物品計入托運行李額度，超出部分視為超額行李，並收取額外費用。
導盲犬等服務動物可免費隨行，且不計入免費額度，但可能有額外條件。我們會盡力照顧你的動物，但不承擔任何傷害、疾病或死亡責任。
有時候，動物搭機會有額外的規定。
實用資訊：
7.11 攜帶動物進行國際旅行
寵物僅能以貨運方式運送，不能作為托運行李隨行。我們建議使用專業寵物運輸服務。
一些實用資訊：
7.12 攜帶禁止物品（如槍械）
我們可能允許有限度地將槍械、彈藥放於托運行李，須於訂票時告知。條件包括：
國際旅行時，須持有目的地所需許可證
打包方式須符合法規
前往英國時，須於出發前至少兩週通知我們，以便取得核准
若您欲攜帶任何禁帶物品作為運動用途，只要符合所有相關法律規定，我們可能可以協助運送。請務必在出發前至少兩個工作天（部分地區可能需更久）與我們聯繫。如能運送，我們會將相關物品記錄於您的航班訂位中。任何放在託運行李中的彈藥皆須遵守國際規定。
我們可能接受以妥善且安全包裝的方式託運古董槍械、劍、刀及類似武器。但這些物品不得攜帶進入客艙作為手提行李。
我們保留拒絕攜帶禁帶物品託運的權利。
一些實用資訊：
7.13 行李檢查
航空安檢、海關或授權人員可能基於安全原因檢查行李，包括實體檢查、X 光或掃描。托運行李可在旅客不在場時被檢查。
若旅客拒絕檢查，我們可拒絕承運其本人及行李。若檢查導致損壞或遺失，除非因我們過失，否則我們不承擔責任。
7.14 紐西蘭航空何時負責行李？
自你托運行李起至於目的地行李提領區交付為止，我們對行李負責。運送行李至辦理登機處是你的責任。
7.15 國際旅行中行李延誤、遺失或損壞
我們的責任有限，建議你購買保險。申請理賠需提供證明。
僅限於紐西蘭航空航班或代碼共享航班
若依法律、政府命令行事或因你違規造成損壞，我們不負責
責任上限依國際法規
行李本身缺陷或品質不良不在理賠範圍
手提行李僅在因員工疏忽造成時才承擔責任
行李損害他人物品，你需承擔責任
行李外觀正常磨損、輪子、拉桿等突出部件損壞不在理賠範圍
7.16 國內旅行中的責任
國內航班行李責任受《2017 年紐西蘭契約與商業法》第五部分規範。本協議對該法的部分條款有所修訂。
7.17 何時需提出行李索賠？
若你領取行李時未提出異議，則視為行李狀態良好。若需索賠，必須在規定時限內以書面提出：
國內航班：
損壞：自領取起 30 天內
延誤：自應可領取之日起 30 天內
國際航班：
損壞：自領取起 7 天內
延誤：自應可領取之日起 21 天內
7.18 超額價值申報
我們對行李賠償有限額，你可在出發前提出超額價值申報並支付額外費用。
國際旅行：可申報超過國際法規限額的金額
國內旅行：可依《2017 年契約與商業法》第五部分申報
若部分行程涉及不接受超額價值申報的航空公司，則可能無法適用此服務。
8. 非預期延誤或行程變更
本協議的此部分說明航班延誤及其他變更的情況，以及我們可能如何處理。
8.1 什麼是延誤與變更？
有時，即使我們盡力安排，仍可能需要延誤、取消或以其他方式更改你的航班。我們建議你購買涵蓋航班延誤或取消的旅遊保險，以保障你與你的行李。
這對所有人來說都令人沮喪，但許多情況超出我們控制。我們將盡快通知你任何變更。
8.2 如果我的行程發生變更會怎麼樣？
你的航班有可能：
被取消
改用不同座位配置的飛機
發生不合理延誤
未能在你的目的地或中途停留站停靠
導致你錯過已確認的轉機航班
在這些情況下，我們可與你協商以下解決方案之一：
我們可免費為你改訂同艙等的其他航班，你不得要求退款。
我們可能將你的預訂轉移至不同機型，這可能導致座位變動。若無法提供相同的 Seat Select 座位或艙等位置，我們將退還 Seat Select 的支付金額（如有）。
我們可能為你安排其他航空公司或第三方陸、海運輸，你無需支付額外費用，但不得要求退款。
我們可能為你找到前往下一個中途停留站的航班（由我們或其他航空公司承運）。
若上述方案無法提供，或無法解決問題，我們將提供退款或票款抵用額。
8.3 如果我沒有得到確認的座位怎麼辦？
若我們無法提供已確認的座位，我們將依據適用法律補償你。這包括：
《1990 年紐西蘭民航法》適用於紐西蘭
《歐盟第 261/2004 號規則》適用於自歐盟出發的航班
- 《中國公共與航空運輸服務管理規定》適用於往返中國的航班
實用資訊：
8.4 紐西蘭航空是否保證航班時間？
很抱歉，我們無法保證航班時間。
8.5 如果乘客行為不當會怎麼辦？
乘客可能因多種原因干擾航班，例如：
不當行為
醫療緊急狀況
其他突發事件
我們可能需要改道、改期或迫降，以便將該乘客及同行旅客移送下機，即使是在我們未經常營運的機場。在這種情況下，該乘客及其同行旅客須自行承擔後續行程安排及費用。
依據本協議，我們可將該乘客機票可退部分抵用於處理該次干擾航班的費用。
此條款適用於所有乘客。更多資訊請參閱本協議中的「退款」及「行為規範」部分。
8.6 我現有的法律權利是什麼？
除非本協議另有說明，本節條款不影響你在《1993 年紐西蘭消費者保障法》下享有的任何權利。
9. 劃位報到與登機
抵達機場、完成劃位報到及登機，都是你旅程的第一步。請務必預留充足時間完成各項程序。
9.1 什麼時候必須完成劃位報到？
在登機前，你必須先完成出發手續。請務必於規定的時限內完成劃位報到，以免影響行程。我們會告知你最晚的劃位報到時間。
9.2 什麼時候必須到達登機門？
你必須於我們所載明的時間內抵達航班登機門，以確保航班準時起飛。
9.3 如果我遲到會怎樣？
若你未能於規定時間內完成劃位報到或登機，我們可能會取消你的機票，並向你收取改訂其他航班的費用。
若因你未能依時完成劃位報到或登機而造成任何損失或支出，我們概不負責。
10. 旅客行為、公共衛生與醫療緊急狀況
在旅途中，你與其他旅客的行為，會對旅行體驗產生重大影響。本協議的此部分，說明有關旅客行為的重要事項，包括：
為什麼紐西蘭航空設有行為準則？
旅客在機上應遵守的規範？
哪些行為可能導致紐西蘭航空拒絕提供服務？
其他不可接受的行為類型？
若旅客有不當行為，紐西蘭航空可採取的措施？
若對旅客的健康、公共衛生或醫療緊急狀況有所疑慮，紐西蘭航空可採取的措施？
本節適用對象及其責任範圍
10.1 為什麼紐西蘭航空設有行為準則？
我們致力於為所有旅客提供愉快的旅行體驗，並仰賴旅客的良好行為來實現這一目標。我們期望旅客能夠展現適當的舉止，但不幸的是，有時仍可能出現一些讓其他人合理反感的行為。若機組人員基於合理判斷提出要求，旅客必須交出其護照、其他旅行文件，或兩者皆交出，直至航班結束為止。
10.2 我在機上應該遵守什麼規範？
為了所有人的舒適、安全與保安，請務必遵守我們員工所有合理的指示。於機上，你必須注意以下事項：
將手提行李妥善放置於前方座椅下方或置於頭頂行李櫃
打開頭頂行李櫃時需小心，因手提行李在飛行過程中可能移動
就座時應繫好安全帶
當安全帶指示燈亮起或依照指示時，必須保持就座並繫緊安全帶。這在飛機於地面滑行時尤為重要
不得吸菸或使用電子菸
不得使用或充電電子菸
只能飲用我們提供的酒精飲品，且應適量飲用。你不得於機上開啟或飲用免稅品或自備酒精飲品
依照指示使用嬰幼兒及兒童安全裝置
不得操作特定電子設備或器材；若你違反規定，我們可將該設備保管至航班結束為止。助聽器及心律調節器則不受此限
有用資訊： 電子設備
10.3 為什麼紐西蘭航空可能拒絕承運或提供服務？
旅客與機組人員的健康與安全是我們的首要考量。我們有權拒絕承運，或在必要時停止提供服務，若任何旅客的行為已對其他旅客或機組人員的安全造成風險，或其行為屬於不可接受的範疇，即使該旅客持有已確認的機票亦然。
我們可能拒絕承運或停止服務的原因包括但不限於：
運送該旅客或其行李，可能使航空器或其他人員處於危險之中
運送該旅客將違反任何目的地國、經過國、出發國或飛越國的法律、法規、指令或命令
由於旅客的行為、年齡、精神或身體狀況，需索取我們無法提供的協助
因酒精、藥物或處方藥影響，旅客需額外協助
旅客的行為對他人造成冒犯或不適
旅客的行為對其自身或他人構成或涉及風險
旅客拒絕遵守指示
旅客攜帶本協議中定義的禁止物品
旅客拒絕接受安全檢查
旅客未支付其現有或先前旅行的相關費用
旅客無法或不願出示有效的旅行或健康文件，以涵蓋整段回程旅程（包括：若紐西蘭航空要求，需提供 COVID-19 疫苗接種或免疫證明，以及／或 COVID-19 陰性檢測結果）
旅客拒絕依紐西蘭航空政策佩戴口罩，且在我們要求時，無法提供有效的口罩豁免證明
我們合理認為旅客企圖在過境國逗留
我們合理認為旅客可能於旅行途中銷毀其旅行文件（包括護照）
我們合理懷疑或已知旅客可能違法
我們合理懷疑或已知旅客已違法
旅客拒絕依照機組人員要求，交出旅行文件
旅客的機票、旅行或健康文件有被竄改或不正當情形，例如：
文件可能以非法方式取得，或並非向我們購買
文件可能毀損、被報告為遺失或遭竊，或屬偽造
文件可能包含由非本公司人員變更的航段憑證（Coupon）
旅客無法證明其為機票所載姓名之本人
旅客曾有不當行為或曾被拒絕服務，且我們有理由相信其可能再次發生類似行為
我們已以書面通知旅客不會承運其搭乘本公司或合作航空公司之航班。在此情況下，旅客或可獲得退票，但須扣除合理的服務費以支付行政成本
旅客穿戴幫派標誌、徽章、符號、記號或其他我們認為可能引起其他旅客不適或反感的物品，且拒絕脫除
實用資訊：
10.4 是否還有其他屬於不可接受的行為？
我們理解，行為並非僅能以清單列舉加以限制。任何對其他旅客、我們的員工或機組人員造成不適或風險的行為，我們均可能視為不可接受。
10.5 若旅客有不當行為，紐西蘭航空可以採取哪些措施？
若旅客有不當行為，或我們有合理理由相信其可能有不當行為時，我們得採取以下措施：
拒絕承運該旅客及其行李，即使該旅客已登機
限制機上服務，例如限制提供酒精飲品
取消該旅客機票上後續航班
禁止該旅客未來搭乘我們的航班
延遲該旅客的旅行，直至我們確認其行為將符合規範。在此情況下，該旅客無權獲得退票，且可能需支付因延遲所產生的合理費用
通知相關主管機關，例如警方或機場保安單位
採取任何我們認為必要之其他措施，以確保旅客與機組人員的安全環境
10.6 若發生公共衛生、醫療緊急狀況或安全風險，紐西蘭航空可以採取哪些措施？
若我們對任何旅客的健康有所疑慮，或我們認為該旅客不適合搭機，或其搭乘可能對機上任何人之安全或健康構成風險，或有任何政府機關或世界衛生組織宣布公共衛生緊急狀況，或發生醫療緊急狀況時，我們得採取以下措施：
取消、改降或延誤任何航班
對旅客進行檢測或篩檢
要求提供 COVID-19 疫苗接種或免疫證明，及／或 COVID-19 陰性檢測結果
要求旅客依照紐西蘭航空政策佩戴口罩
要求出示健康文件
拒絕承運或令旅客及其行李下機，即使旅客已登機
在機上隔離相關旅客並限制其可使用的機上服務
通知相關主管機關，例如警方、衛生部或機場保安單位
採取任何我們認為必要之其他措施，以確保旅客與機組人員的安全環境
你有責任遵守與旅行相關之所有入境政策、旅行與健康文件規定、政府檢疫限制或條件（包括停留時間）。你亦須自行負擔遵守上述政策、限制或條件所產生之任何費用，並同意於我們要求時支付我們因代為處理而產生的任何成本或支出。即使我們就上述事項提供協助或指引，亦不免除你對相關事宜所應負之個人責任。
10.7 本節適用對象與我的責任
本節適用於所有搭乘本公司航班之旅客。若我們基於本節所述之任何理由而拒絕承運或提供服務，包括但不限於旅客無法提供所需之 COVID-19 疫苗接種證明或其他必須的健康文件，我們對該旅客不承擔任何責任。為免生疑義，此包括不承擔退還旅客機票費用之責任。
11. 入境其他國家
旅行涉及許多事項，其中最重要之一即為旅行文件。本協議此部分涵蓋簽證與旅行文件相關規定，包括：
誰負責辦理你的簽證與旅行文件
何時必須出示你的簽證與旅行文件
若你被拒絕入境某國，將會發生什麼情況
你在海關檢查時的責任
11.1 誰負責辦理我的簽證與旅行文件？
在旅行前，確認目的地是否安全至關重要。我們對任何目的地的安全、治安或整體狀況不作任何保證，你應在出發前自行查詢並評估相關資訊。
你必須自行辦理並持有所有出發國、入境國及過境國所需的旅行文件與簽證，並遵守該等國家的法律、指令及其他相關規定。
若你：
未能取得所需文件，或
未能遵守任何適用之法律、指令或其他規定，
因此產生的任何後果，我們概不負責。
11.2 我何時必須出示簽證與旅行文件？
在你旅行前，或於我們要求時，你必須出示所有旅行文件，包括你出發、入境或過境國家所需的文件。你同意允許我們複製並保存該等文件。若你未遵守此規定，我們得拒絕讓你搭乘。
11.3 若我被拒絕入境會怎樣？
若你被拒絕入境某國，你必須支付我們將你移離該國所需的費用。我們不會退還你前往該拒絕入境國之任何旅行費用。
若你未遵守指示，或違反該國法律、規定或要求，或未持有或未出示必要文件，致使我們需支付罰款或其他費用，你同意於我們要求時立即償付全部費用。
我們得動用你已支付但尚未使用的旅行款項，或我們持有之你其他款項，以抵扣相關費用。
11.4 我在海關檢查時的責任為何？
你同意接受以下單位的安全檢查：
航空安全單位
各國政府機關
機場主管人員
包含我們在內的任何航空公司
海關或其他政府單位得要求檢查你的行李、文件，或兩者皆檢查。對於因此所造成的任何損失或損害，包括因你拒絕接受檢查而產生者，我們概不負責。
12. 以陸路或海路安排替代交通
13. 我們對你的責任
若你的航班發生問題，我們可能需對你承擔責任。本節說明我們在何種情況下負責，以及責任之範圍。
13.1 我在國際旅行時，紐西蘭航空須負責哪些事項？
本協議下，所有有關旅客及行李之索賠，均適用國際規範。
若有人受傷或死亡：
我們的責任僅適用於由旅客提出之索賠。若旅客死亡，我們的責任擴及至依法有權就該死亡提出索賠之人。
我們不對任何公共社會保險機構或類似單位提出之索賠負責，無論其依據何種方式（包括代位權、法定授權或其他方式）提出。
若旅客之索賠被讓與或移轉，應依適用法律決定其效力。
責任範圍：
若損害係完全因我們、我們的承包商或我們之機組人員之疏忽、不法行為或不作為所致，我們應於國際規範所定責任限額內負責賠償。
若損害係完全因第三方之疏忽、不法行為或不作為所致，我們之責任將受到限制。
國際規範將我們的最高責任限額限制為 151,880 特別提款權（SDR）。
若旅客因其自身行為、不作為或疏忽而導致或加劇損害，我們不負責任。
若旅客因其年齡或身體狀況而遭受死亡、疾病、傷害或殘疾，或因此惡化其既有狀況，我們不負責任。
13.2 我在紐西蘭境內旅行時，紐西蘭航空須負責哪些事項？
若你與我們之間的旅行屬於紐西蘭境內（非國際旅行），我們的責任僅依紐西蘭現行法律之規定為限，包括：
《1990 年民航法》第 9B 部分
《2017 年契約與商業法》（第 5 部分）
《2001 年事故補償法》──該法可能排除對旅客人身傷害或死亡之責任
《1993 年消費者保證法》，若你的旅行並非基於商業目的，則適用此法
13.3 紐西蘭航空的責任是否有限制？
我們僅對旅客能實際證明之合理損失負責。
我們不對懲罰性損害賠償，或非直接由我們所致之間接損失負責，除非適用法律另有規定。
我們建議你自行投保涵蓋旅行期間可能發生損失之旅行保險。你或得依自身旅行保險之條款提出索賠。
本協議之所有規定（包括責任排除與限制）同樣適用於我們之代理人、營運者、員工及代表。你自我們、我們之代理人、營運者、員工及代表所能請求之總金額，不得超過我們依法應負責之總金額（如有）。
本協議並不放棄國際規範或其他適用法律所規定之任何抗辯、責任排除或限制，除非另有明文規定。
我們保留向任何其他人追償之所有權利，包括但不限於分擔責任、未減輕損失及求償權。
13.4 什麼是「連續承運人」，這如何影響我的索賠？
我們對你的責任，取決於你如何購買機票，以及事故、傷害或延誤發生時你所搭乘的航空公司。
當國際規範認定，你與我們及其他航空公司之旅行屬於單一作業，並在同一張機票下進行時，每一家航空公司即被視為 「連續承運人」。
當我們為連續承運人時，我們不對其他航空公司所執行之旅程部分負責。
當我們為實際承運人時，我們僅對於發生於航空器上，或於登機或下機過程中之事故所造成的傷害或死亡負責。
14. 提出索賠或訴訟之期間
15. 退款之時間與方式
有時我們無法提供你原先預期且已支付之旅行服務。在部分情況下，我們將可退還你的費用。本節涵蓋以下事項：
何時我們會提供退款
退款金額之範圍
退款之支付方式
退款之替代方案
何種情況我們不會提供退款
15.1 紐西蘭航空在何種情況下提供退款？
在符合第 10 條、第 15.5 條及國際規範或其他適用法律之情況下，若你已購買機票，而出現下列情形之一，你得申請全額或部分退款：
我們因可歸責於我們之事由取消你的航班，且無法為你改訂其他合理替代航班
我們延誤你的航班，致使你錯過後續之紐西蘭航空轉機航班
我們因可歸責於我們之事由延誤你的航班，致使你不得不取消行程
儘管你持有有效機票，我們仍無法讓你登機
我們未能在你機票所列目的地或經停站降落
我們大幅更改你的航班時間，且無法為你改訂其他合理替代航班
我們未能提供你於購票時所支付之艙等座位
15.2 紐西蘭航空如何計算退款？
你的退款將基於未使用之機票部分計算。
若你的機票完全未使用，且票種規則允許，或我們依法或依國際規範負有退款義務，我們將退還你所支付之票款。
若你的機票部分已使用，我們將退還以下金額中較高者：
自航程中斷地點至機票所載最終目的地之票價；或
你已支付之總票價與你已使用票段之價值之差額。
在上述兩種情況下，退款金額將包含稅金與航空公司收取之費用，惟須扣除任何適用之費用，並依相關法律或國際規範為限。
請注意，依你所持票種之不同，未使用部分之退款價值可能極低，甚至為零。
15.3 紐西蘭航空如何支付退款？
若你申請退款，我們必須確認你已支付原始機票費用。
若確認你有權獲得退款，我們將盡可能以你購票時相同之付款方式與幣別退還。
若你以 Airpoints Dollars 支付航班，退款將以 Airpoints Dollars 形式退還，且適用原始有效期限。
15.4 紐西蘭航空是否退還稅金與其他費用？
你的票價包含第三方（如機場）收取之稅金與費用。若你未使用機票，即使該機票屬於不可退票類型，你仍可申請退還我們尚未代繳之稅金與費用。
然而，若你的機票已被保留作為 「票值保留」(credit)，你不得再申請退還稅金與費用。
15.5 何時紐西蘭航空會發給「票值保留」而非退款？
有時航班取消、延誤、失敗或轉機不成，係因我們無法控制之情況所致。例如：天候事件或狀況、公共衛生事件（包括疫情／大流行）、機場或設施關閉、空中交通管制事件、醫療緊急狀況、罷工、恐怖行動、政府或地方當局限制、法律變更等。
於此等情況下，你得獲得 「票值保留」 而非退款。該「票值保留」自機票原始簽發日算起有效期為 12 個月（或在特定情況下可另行與我們協議延長）。該票值金額相當於你未使用且不可退票部分之票值。
我們得自該票值中扣除合理之服務費，以支付行政成本。
15.6 紐西蘭航空是否對退款申請設有時限？
除適用法律另有規定外，退款僅適用於你於機票仍有效期間內提出申請之情況。更多資訊請參閱本協議之 「機票」 條款。
15.7 紐西蘭航空是否可能拒絕退款？
在某些情況下，我們得拒絕你的退款申請：
若你將機票出示予我們或政府官員，作為你有意離境之證明，我們將不予退款。但若我們確認你已獲准留在該國，或確認你將以其他交通方式離境，我們得例外同意退款。
若你因自身行為遭拒絕搭乘，我們得將任何可退金額，抵充因你行為所致我們產生之費用。
若因你的醫療緊急狀況導致我們取消、改道或更改航班，我們得將任何可退金額，用以抵充該次航班異動所產生之費用。
15.8 我應聯絡誰辦理退款？
退款將由原始簽發機票之航空公司或其代理人處理。
若你係經由旅行社購票，請先聯繫旅行社，並由其提供退款相關協助。這包括透過非本公司網站進行之線上訂票。
若你係直接透過本公司官網或電話購票，你可於線上提出退款申請。
15.9 錯誤票價
我們會採取合理措施，確保票價及其他費用之正確性，但仍可能偶有錯誤或疏失。
若因任何原因（包括人為錯誤、技術或系統故障或其他原因）導致明顯或合理上可察覺之票價錯誤，我們得取消你的訂位或機票。
若因票價錯誤而取消你的訂位或機票：
我們得提供你以當時可用正確票價重新購買機票之選項。若你同意並支付正確票價，我們將重新簽發新機票；或
我們將退還機票上所載金額。若你因信賴該機票購買而已支出合理且不可退費之費用，並能提供實際支出之證明，我們亦將退還該部分費用。
除提供退款、提供以正確票價重新訂票之機會，以及補償已發生並有證明之不可退費費用外，對於因我們取消訂位而產生之其他直接或間接損失、成本、損害或費用，我們不負責。
我們保留更正票價錯誤之權利，即使訂位已確認或機票已簽發，亦同。
16. 定義
以下為本協議中所使用之專有名詞定義。當本協議中出現首字母大寫之用語（如「Agreement」），均依本節所載之定義解釋。
Agreement（協議）
你與我們之間的運送契約條款（Conditions of Carriage）。
Agent（代理人）
經授權並持有執照，代表我們銷售航班服務之銷售代理或旅行社。
Air New Zealand Flight（紐西蘭航空航班）
由紐西蘭航空營運，並以航空公司代碼 NZ 識別之航班。
Airline（航空公司）
任何航空承運人。
Airline Designator Code（航空公司代碼）
用以識別航空公司之二至三位字母代碼。紐西蘭航空之代碼為 NZ。
Baggage（行李）
隨你旅行攜帶之個人財物，包括託運行李及手提行李。
Baggage Allowance（免費行李額度）
你於我們航班上可免費攜帶之手提行李與託運行李數量。
Baggage Check（行李票）
由我們或我們授權之單位簽發，用以託運行李之收據。
Boarding Pass（登機證）
於報到時簽發之紙本或電子文件，憑此可登機並佔用航空器上指定座位。
Carry-on Baggage（手提行李）
隨你攜入機艙之行李，不包含託運行李。
Charges（票價及相關費用）
機票價格，包括但不限於票價、附加費、手續費、稅金或與購票相關之其他費用。
Checked-in Baggage（託運行李）
經我們簽發行李票及行李牌，並由我們代為裝載於航空器上的行李，不包含手提行李。
Check-in Deadline（報到截止時間）
航空公司所指定，你必須完成報到並取得登機證之前之最晚時間。
Code Share Flight（共享班號航班）
由非本公司營運，但我們以本公司名稱或紐西蘭航空航班代碼簽發機票之航班。
Conjunction Ticket（聯程機票）
與另一張機票一併簽發，並共同構成單一運送契約之機票。
Damage（損害）
旅客之死亡、受傷或其他身體傷害，或行李之毀損、遺失、部分遺失、竊盜或其他損壞，且該等情況係因航空旅行或與航空旅行相關之其他服務所致，不論係由本公司或關聯營運者提供。
Day（日）
完整曆日。於通知用途時，通知發送當日不計入；於機票有效性用途時，機票簽發當日不計入。
Electronic Ticket（電子機票）
由我們或代理人製作並存於我們訂位系統內之電子憑證、「E-Ticket」或你的機票紀錄。
European Union (EU)（歐盟）
依 1957 年《羅馬條約》（經後續修正）所設立，並於當時為歐盟成員國之各國。
Excess Baggage（超額行李）
超過適用之託運行李免費額度之託運行李。
Flight Coupon（航段憑證）
機票之一部分（電子或紙本），載明單段或各段行程之出發點與到達點。
Important Notices（重要通知）
隨同電子機票一併提供之通知文件。
International Travel（國際旅行）
於兩個或以上國家間之旅程，包括任何與國際航班相銜接之該等國家境內航段。
Itinerary（行程單）
我們簽發予持電子機票旅客之收據或文件，載有旅客姓名、行程細節及相關通知。
International Regulations（國際規範）
《1999 年 5 月 28 日蒙特婁公約》（統一國際航空運送若干規則之公約）、《1929 年 10 月 12 日華沙公約》（統一國際航空運送若干規則之公約）、歐盟第 261/2004 號規則，以及任何其他適用之國際法律或規範。
Our Operators（我們的營運者）
指關聯營運者與共享班號航班。
Passenger（旅客）
持有機票並搭乘或即將搭乘航空器之人，但不包括執勤機組成員。
Personal Information（個人資料）
有關你之資訊，包括你的偏好、行程或你與我們之交易紀錄。
Prohibited Items（禁止物品）
火器、武器、彈藥及任何其他危險或受限制之物品。
Person（人）
指個人。
Related Operator（關聯營運者）
紐西蘭航空有限公司之子公司，代表紐西蘭航空有限公司營運紐西蘭境內或跨塔斯曼航班之航空營運人。
Special Drawing Right (SDR)（特別提款權）
由國際貨幣基金組織（IMF）管理之計價單位。截至 2024 年 11 月 22 日，1 SDR 約等於澳幣 2.01 元或紐幣 2.23 元。與外匯匯率相同，其數值將隨時波動。本協議計算 SDR 價值時，係依國際貨幣基金組織最新公布之匯率為準。
Stopover（經停站）
於出發地與目的地之間，經雙方同意之中途停留點。
Tag（行李牌）
由航空公司附於每件託運行李上，用以辨識行李之識別標籤。
Ticket（機票）
由我們或我們授權之代理人簽發之文件或電子機票，並於相關情況下包括聯程機票。其內容包含本運送條款，以及附於機票之所有條件、條款與重要通知。
Conditions of Carriage（運送條款）
指本運送條款所載之條件，並包括你的機票所載條件。
our Agreement（本協議）
指你與我們之間的運送條款（Conditions of Carriage）。
we, our, ourselves or us（我們、本公司）
指紐西蘭航空有限公司，並於適用時包含其代理人或關聯營運者。
you, your or yourself（你、旅客）
指旅客。
17. 往加拿大之國際運價、運送條款與條件
（最後更新日期：2020 年 4 月 12 日）
請自下列連結查閱適用於來往加拿大之國際運價及運送條款與條件：
請注意，運價可能隨時變更，恕不另行通知。
1. How the Conditions of Carriage apply to you
Travel on any Air New Zealand Flight is subject to:
- Our Conditions of Carriage ("Our Agreement")
- Any relevant Charges regulatory bodies require us to pay
- International Regulation and all other relevant laws
- Any directions given to you by our staff, either spoken or written
- Any other fare rules that apply to your travel
1.1 Does our Agreement apply to all flights on my booking?
Our Conditions of Carriage apply when Air New Zealand is shown as the Airline on your Ticket.
Your flight may be operated by us, or it may be a Code Share Flight. We will tell you the name of the operating Airline when you make your booking. If the operating Airline changes after we confirm your booking, the law does not require us to tell you.
When Air New Zealand is not your flight's operating Airline, the other Airline's conditions apply.
1.2 Does our Agreement apply in all situations?
Aviation law is complex. It has overlapping laws, Charges, International Regulations and jurisdictions. Our Agreement takes these laws into account. If any part of our Agreement is inconsistent with any of these laws, then those laws prevail. This does not change the rest of our Agreement, which remains valid. For more information on laws that affect your rights in certain countries please see our customer service information page.
1.3 Does our Agreement apply to chartered flights?
Sometimes third parties charter an Air New Zealand aircraft. Our Conditions of Carriage still apply, unless we tell you otherwise before you board.
1.4 What happens if my language's version of our Agreement is different?
If the English version of our Agreement conflicts with a translation, the English version prevails.
1.5 Can Air New Zealand staff change the terms of the Conditions of Carriage?
No Air New Zealand employee, Agent or other person can vary the terms of these Conditions of Carriage.
1.6 What if my Ticket is for business travel?
If you buy, or claim to buy, a Ticket for business purposes, the Consumer Guarantees Act 1993 (New Zealand) will not apply. This does not change the rest of our Agreement which remains valid.
1.7 Do links to the Air New Zealand website form part of our Agreement?
In this Agreement we sometimes provide links to further information on our website. That information is only for your guidance, and does not form part of our Agreement.
2. Making a reservation for your travel
The first step to flying with us is making a Reservation. This section explains what that means, and how it works for you and the people you're travelling with.
- How Reservations work
- Paying for your Ticket
- Arranging special needs and meals
- Making changes or cancellations
- What happens if you miss your flight
2.1 How does my Reservation work?
Once we record your Reservation in our systems, it's confirmed. We will let you know in writing.
Some types of Tickets might not let you change or cancel your Reservation without cost.
When you make a Reservation for others, you act as their agent and accept this Agreement on their behalf. You must make them aware of the Conditions of Carriage. That includes how we collect, store and use their Personal Information. See the Personal Information section of our Agreement for more details.
2.2 When do I have to pay for my Ticket?
When you make a Reservation we will tell you or your Agent when you have to pay for your Ticket. If you don't pay by this date, we may cancel your Reservation.
2.3 Who can change or cancel my Ticket?
If you bought the Ticket you can ask to cancel it, change it or receive a refund. Your request is subject to the terms of our Agreement. You must tell other Passengers on the booking that you can do this.
Someone else can change the booking if the Ticket purchaser gives them the authority to do so.
2.4 What if I need to pack Prohibited Items in my Baggage?
You must tell us when you book your flight if you intend to bring firearms, ammunition, other weapons or any other Prohibited Items in your Checked-in Baggage.
You cannot bring any weapons or ammunition into the aircraft cabin, either as Carry-on Baggage or on your person.
For more information see the Baggage section of our Agreement, and our Restricted Items web page.
2.5 Can I choose my own seat?
We will do our best to accommodate your seating requests whether they are made online or at check-in. We can't guarantee a particular seat, even if we've confirmed it with you. We may have to assign or reassign seats at any time as we deem necessary to comply with the law. We will not be liable to you as a result, except for any refund payable under the Seat Select terms and conditions.
2.6 What if I need a special meal?
We offer a range of special meals on selected international services. If you would like to request a special meal, you need to give us at least 24 hours' notice. On some routes special meals may require up to four days' notice. We cannot guarantee your requested meal will be available and we will not be liable to you if we cannot supply it.
You can bring your own food aboard, but it may be subject to customs regulations at your destination.
For more information on requesting a special meal please see our Special Meals page.
2.7 What happens if I don't make my flight?
For some reason you might not:
- arrive at the airport in time for your flight
- use your booked Reservation
- use your onward or return Reservation.
In these cases we will cancel your booking on that flight without refund. If your Ticket is a multi-leg Ticket we may also cancel other flights on your Ticket without refund.
If your Ticket lets you miss your flight without penalty, this part of our Agreement does not apply.
2.8 Should I reconfirm my flight before I go?
You don't need to reconfirm your Reservation with us. However, we do recommend you check our website, the Air NZ app, or your email associated with the booking for any schedule changes.
You may need to reconfirm your Reservation with other Airlines on your journey. This is your responsibility.
3. Requesting Special Assistance
Everyone's requirements are different. If you need extra help on your flight, here's how we can help. We'll do our best to let you fly enjoyably, in comfort, and with dignity.
- The types of special assistance we can provide
- Equipment and services available on board and at airports
- How to request assistance
- When we might charge extra
3.1 What is Special Assistance?
Sometimes you may need extra help when you travel. We call this Special Assistance, and you may need it if you are:
- a child travelling alone
- ill, incapacitated or need medical assistance
- pregnant or travelling with an infant
- visually or hearing impaired
- elderly
We can also help if you rely on:
- a service animal such as a guide dog
- a prosthetic limb
- a wheelchair for your mobility
- medical equipment such as an oxygen supply
- a companion to travel with you.
3.2 How do I request Special Assistance?
If you need any type of Special Assistance you must ask for it when you book. We will let you know if we can accommodate your needs. We will always meet any legal obligations to provide your Special Assistance.
3.3 Are there any extra Charges for Special Assistance?
We provide most forms of Special Assistance at no extra cost. However, we may charge you for:
- providing equipment such as an oxygen supply
- an extra seat for a companion who must travel with you.
If we are legally required to provide equipment or meet your requirements free of charge, then this part of our Agreement will not apply.
More information:
4. Collecting Personal Information
For information about Air New Zealand's privacy practices, including how you can view, correct or delete your personal information please see our Privacy Statement.
5. Your Ticket
Your Tickets, whether electronic or paper-based, are an essential part of your travel. This part of our Agreement covers the important details about them, such as:
- What information will be on my Ticket?
- When do I present my Ticket?
- Can I transfer my Ticket to someone else?
- What if I damage my Ticket?
- How long is my Ticket valid?
- What happens if a Ticket-holder dies?
5.1 What information will be on my Ticket?
International Regulations require our name and address to appear on your Ticket.
Our name may be shortened on your Ticket to 'NZ', our Airline Designator Code, or similar.
Our address is your airport of departure, which is shown next to our shortened name in the 'carrier' box on the ticket. If you have an Electronic Ticket, our address is next to 'NZ' in your Itinerary's first flight segment.
5.2 When do I need to show my Ticket and other travel documents?
When you check in, you need to show us a valid form of identification and a Ticket in your name.
You may also need to show your Itinerary and identification, on your mobile screen or on paper, at any of these places:
- check-in
- customs
- airport security
- boarding
- immigration
- duty-free stores, when making a purchase.
Before you travel, you should check if your destination requires any visas or other travel documents. If you don't have them, we may not allow you to board your flight. See Entry into a Country in this Agreement for more information.
It is your responsibility to make sure your Ticket is in your name and your travel documents are valid and complete.
We are not liable to you for any consequences arising from your failure to check these documents are valid and correct.
5.3 Can someone else use my Ticket?
You cannot give or sell your Ticket to anyone else. We only provide travel for the Passenger named on the Ticket.
If someone else presents your Ticket for travel and we realise that person is not you, we will not let them travel.
Despite acting reasonably, we may not notice a Ticket has been transferred to another person. If we then refund it or let the new Ticket holder travel, we:
- do not have to replace your Ticket
- are not liable to either of you in any way, and
- do not have to pay any refund otherwise outlined in our Agreement.
5.4 What if I damage my Ticket?
Presenting a damaged, altered or electronically altered or corrupted Ticket will mean you cannot travel, unless it was altered by us.
5.5 Does my Ticket ever expire?
Your Ticket is valid for 12 months from the date your travel starts. If it is unused, then it remains valid for 12 months from the date it was first issued.
Your Ticket may specify a different period. That period will prevail over this Agreement.
5.6 What if I can't use my Ticket?
Sometimes you won't be able to travel because we either:
- cannot confirm your Reservation
- cancel your flight
- delay your flight to the extent that you have to cancel your travel.
In these cases, we will extend the validity of your Ticket so you can travel on the next available flight. If your Ticket is still valid, you may be able to cancel your flight instead and claim a Credit or Refund depending on the reason for the cancellation or delay, the Ticket rules and applicable law.
5.7 What happens in the case of a Passenger's Death?
If a Passenger travelling with you on the same booking dies during the journey, we may either:
- waive your minimum stay conditions
- extend the validity of your Ticket for up to 45 days from the date of the Passenger's death.
We cannot extend your Ticket's validity beyond the time allowed by applicable immigration laws. We may need to ask you for proof of the death, such as a valid death certificate.
5.8 Can I change the order of my flights on my journey?
When your journey consists of several flights, you must take them in the order shown on your Ticket. Your flight order determines the price of your Ticket.
You can request a change in the order of your flights once your travel starts, but you must pay the difference in any applicable fees, taxes and price adjustments. We calculate any price adjustment by comparing the adjusted Ticket price to the full Ticket price for your Ticket on the date you first bought it.
We may reissue your Ticket at the new price.
6. Paying for your travel
When you're paying for your travel, you need to know what you're getting and how payment works. This section covers:
- What's included with your Ticket
- What happens if you want to change your plans
- Paying in different currencies
- Taxes, fees and other Charges
6.1 What does my Ticket price cover?
Your Ticket price covers your journey from your departure airport to your destination airport, unless we tell you differently. Your Ticket price does not include:
- transport between terminals at an airport
- transfers between an airport and nearby centres
- transport between different airports.
6.2 Will I have to pay more to make changes to my travel plans?
We apply the price in effect on the date we issue your Ticket. If you change your travel plans, your costs may change. See the Ticketing section of our Agreement for more information.
6.3 What Currencies can I use to pay for my Ticket?
You can pay for your Ticket in any of the currencies we accept. We will calculate any exchange rate on the date we issue the Ticket.
6.4 Can my ticket price include any taxes and Charges from others?
Your Ticket price includes some fees, Charges, and taxes. We may show them as one total cost or as individual items. These are costs charged to you or to us by a government authority, an airport operator or another Airline. They may include card payment fees, or insurances you bought with your Ticket. Your Ticket will set out these details for you, or you can get them from your travel agent.
You may need to pay other fees or taxes not included in your Ticket price or shown on your Ticket. For example, an airport may charge you departure fees. You will need to pay these costs directly to the authority involved.
6.5 What happens if something disrupts my plans?
If something unexpected happens when you travel, our liability to you is limited. To protect you from unexpected costs, we recommend you buy travel insurance. It can cover you for things like:
- changes in travel plans and travel cancellation
- medical and hospital expenses
- personal injury and death
- Baggage Damage, delay or loss
- missed flight connections
- other unforeseen expenses (such as carparking, accommodation, rental vehicle costs and fuel costs etc.)
There are many different insurance providers and each policy will be slightly different. It's a good idea to make sure your policy gives you the right cover for your travel.
7. Your Baggage
This part of our Agreement is all about your Baggage:
- General Baggage information
- The Carry-on Baggage you bring on board with you
- Your Checked-in Baggage you have us carry in the aircraft's hold
- Animals and dangerous items like firearms
- Our responsibilities to each other
7.1 What is my Baggage Allowance?
Your Ticket may include an allowance for Checked-in Baggage, which we carry in our aircrafts' cargo hold. It also includes an allowance for your Carry-on Baggage, which you can bring with you into the aircraft cabin. There are some limits on your Baggage, as it needs to comply with our weight and size requirements, our restrictions on what you can pack, and our Agreement. Please check them before you travel, as they form part of our Agreement for Carry-on and Checked-in Baggage. You can find details on our website in the country where you booked your Ticket. We will do our best to let you know if there are any changes to our requirements, but sometimes we may have to change them without notice. If your Baggage does not comply with our Agreement it may not be able to travel with you.
If you are dependent on a wheelchair or mobility aid, we can carry it in the hold or in the cabin when you travel with us, usually at no extra charge. For more information please see our page Flying with a wheelchair.
We can also carry your child's pram, if it can be folded down.
We cannot carry Baggage that compromises our health and safety responsibilities, or our aircrafts' limitations.
Sometimes laws in particular countries change how our Baggage allowance applies.
7.2 Are there Aircraft Limitations on Baggage?
Space in our aircraft is limited. There is a limited total capacity for everyone's Checked-in Baggage, constraints on the height and width of the aircraft's hold, and constraints on the height and width of the cargo doors. As a result we may not be able to carry some items. If this happens, your Baggage may need to travel on a different flight, or another means of transport.
7.3 Accepting Baggage for travel
We may not be able to carry your Baggage if it:
- is a difficult size, shape or weight
- is fragile
- compromises safety or our operational requirements
- impacts the comfort or convenience of other Passengers
- is packed improperly or insecurely.
7.4 What happens if I have too much Baggage?
We call this Excess Baggage. If you arrive at check-in with Excess Baggage, we may:
- refuse to carry it
- accept it for travel or
- carry it on a different flight.
You may need to pay an Excess Baggage fee before you board, or we may decide to carry the Excess Baggage but not charge you. You may be charged again if you check in to any other flights on your itinerary. Other Airlines may charge different rates for Excess Baggage. Please check the Excess Baggage rules for all your flights before you begin any of your travel.
Some useful information:
7.5 What isn't allowed in my Carry-on Baggage?
To keep everyone safe, there are some things you are not allowed to take into the aircraft cabin. There are also some items that must comply with our industry's International Regulations.
There are also Local airport security restrictions on Carry-on Baggage in every country and you should check them before you leave.
Screening security authorities will remove any dangerous or Prohibited Items from your Carry-on Baggage and will not return them. We are not liable for any item seized, nor can we store any seized items.
Some useful information:
7.6 What happens when I need to bring special items on board with me?
Some items, like delicate musical instruments, could be Damaged if we carried them in the cargo hold. If you give us at least two business days' notice, in some cases we may be able to let you carry them in the cabin, even if they would normally be too big or heavy. You may have to pay an extra charge for this service.
7.7 How can I avoid loss or Damage to items in my Checked-in Baggage?
We work hard to take care of your belongings, but sometimes delicate items can be Damaged during Checked-in Baggage handling. Checked-in Baggage can also be delayed or lost. We recommend packing any items you may need quickly, that are fragile, or that have a special value to you, in your Carry-on Baggage. We also recommend you arrange travel insurance that covers delayed, lost or Damaged Baggage, just in case.
7.8 How do I manage my Checked-in Baggage?
- You need to label your Checked-in Baggage with your name or other personal identification.
- We will give you a Tag for each piece of your Checked-in Baggage.
- We will always try to carry your Checked-in Baggage on the same aircraft as you. Sometimes, for safety, security or operational reasons, we may need to carry it on a different flight. In this case we will deliver it to you at your destination, unless local laws require you to be at the airport for customs clearance.
- We will refund your Baggage fees if we can't carry your Baggage because of operational, safety or security reasons outside your control. We will also refund any fee charged to transport Checked-in Baggage lost in our care.
- Your Checked-in Baggage will be off-loaded from the aircraft if you fail to report to the gate in time for departure.
7.9 How do I collect my Checked-in Baggage?
You must collect your Checked-in Baggage as soon as it is available at your destination or Stopover. If you can't, we may keep it for you for up to one month, and may charge you a storage fee. After that time, we may dispose of it, without any liability to you.
You must be able to show your Baggage Receipt or a Tag when you collect your Checked-in Baggage. We have to be satisfied of your right to the Checked-in Baggage before we can give it to you.
7.10 What if I want to travel with an animal on a flight within New Zealand?
We can carry domestic pets like cats, dogs, and small caged birds as Checked-in Baggage on our domestic services. The pet must travel in an approved crate. Any animals kept for profit, like racing greyhounds or farm livestock, are not included in this Agreement. We can only carry them as Cargo.
Your animal and any food or other items it travels with will be treated as part of your Checked-in Baggage allowance. Additional bags or pets will be treated as Excess Baggage. There is also an additional fee for carrying pets.
Certified Service Animals, such as guide dogs, travelling with Passengers with disabilities or as part of their training, travel free of charge. Their travel with us is in addition to the normal free Baggage allowance. Sometimes we have extra conditions for Service Animals.
We know your animal is special to you and we take every care when they travel with us. However, we are not responsible for any injury, loss, sickness or death of an animal. You are responsible for ensuring any animal's entry into, or travel through any destination or Stopover.
Sometimes we have extra conditions for animal travel.
Some useful information:
7.11 What if I want to travel with an animal internationally?
Pets can only travel as cargo to international destinations. They can't fly with you as Checked-in Baggage. We recommend engaging a pet transporter service.
Some useful information:
7.12 What if I need to pack Prohibited Items like firearms, weapons or ammunition?
We may choose to allow you to bring some ammunition or firearms in your Checked-in Baggage. Please advise us of your intention when you book your flight.
In addition:
- if you are travelling internationally, you must have all the permits you need from your destination countries before you book your travel.
- you must pack your items as required by the laws and regulations of your origin and destination countries.
- when travelling to the United Kingdom, you must notify us at least two weeks before your date of departure, so we can seek approval to carry your firearms on your behalf.
If you will be using any Prohibited Item for sporting purposes we may be able to carry it for you, as long as it complies with all applicable laws. Please contact us at least two business days, or longer in some jurisdictions, before your departure. If we can transport your items we will record them in your flight booking. Any ammunition travelling in Checked-in Baggage is subject to International Regulations.
We may accept weapons such as antique firearms, swords, knives and similar items as Checked-in Baggage if they are properly and safely packaged. We cannot allow you to bring them on board as Carry-on Baggage.
We reserve the right to refuse any request to carry Prohibited Items in Checked-in Baggage.
Some useful information:
7.13 Does Air New Zealand ever search Passengers' Baggage?
We, the Aviation Security Service, Customs or other authorised officials sometimes search Baggage for safety, health and security reasons. It might involve a physical search, x-ray, screen or some other type of scan of a Passenger, their Baggage, or both. If a Passenger has already checked-in their Baggage it may be searched without them.
Sometimes we need to check whether Passengers or their Baggage have any Prohibited Items which they didn't tell us about. If a Passenger refuses a search request we may refuse to carry them and their Baggage. The Baggage may then be delivered to government or airport officers.
If a search, x-ray or other scan causes Damage or loss to a Passenger or their Baggage we are not liable for that Damage or loss unless it is our fault, or because we were negligent.
7.14 When is Air New Zealand responsible for my Baggage?
We are responsible for your Baggage once you check it in until it is delivered to the baggage collection area at your destination.
Transporting your Checked-in Baggage to our Check-in point is your responsibility. That includes carrying, lifting, moving and securing your Baggage.
7.15 What happens if my Baggage is delayed, lost or Damaged during International travel?
It's important to remember that our liability to you is limited. We strongly recommend you arrange travel insurance that covers delayed, lost or Damaged Baggage, just in case.
If you make a claim for Damage with us, you will need proof of the Damage.
- We are only liable for Damage or delay that happens during travel Ticketed on Air New Zealand Flights or Code Share Flights. If we issue a Ticket or check in Baggage for a flight with another Airline, we are acting as an agent for that Airline. This means their conditions will apply instead of ours.
- We are not liable for any Damage that occurs because we were complying with laws or Government regulations, orders or requirements, or from your failure to comply with them.
- If your Baggage is Damaged or delayed during International travel, our liability is limited. This limit is set out in the International Regulations we must follow. This limit does not apply if you prove that the Damage resulted from an act or omission of our employees or agents acting within the scope of their employment and done with the intent to cause Damage, or recklessly knowing that Damage would probably result.
- We are not liable for Damage to your Checked-in Baggage if it had inherent defects or was of poor quality.
- We are not liable for Damage to your Carry-on Baggage unless the Damage is due to our employees' or Agents' negligence.
- If your Baggage Damages other persons or property, including our property, you are responsible for all damages.
- If any Damaged items in your Checked-in Baggage should not have been carried under the terms of our Agreement, we will not be liable to you. There are some exceptions to this contained in International Regulations.
- We are not liable to you for general wear and tear of your Baggage.
- We are not liable to you if your Baggage is collected by another passenger. We may be able to assist in locating your bag; but any repatriation or inconvenience costs will be at your expense.
- We are not liable to you for Damage to moving parts or parts that stick out of your Baggage, where we think the parts are not fit for purpose to withstand normal baggage handling. This includes wheels and handles.
- We may not be liable or our liability may be limited if you have contributed to the loss or Damage of your Baggage in any way.
7.16 What happens if my Baggage is delayed, lost or Damaged during Domestic travel?
Our liabilities to you for your Baggage on travel within New Zealand is outlined in The Contract and Commercial Law Act 2017 (part 5, New Zealand) (the Act). This Agreement does expressly modify the position set out in the Act.
7.17 When should I claim for Damage or delay to Baggage?
When you accept your Baggage at your destination or transfer point and you do not say anything at the time, then we consider that your Baggage has been delivered in good condition and in accordance with our Agreement. If this is not the case and you wish to make a claim for Damage you will need to prove that this is not the case.
You must claim for Damaged or delayed Baggage in writing, within these timeframes:
Domestic Travel with no international connections:
- for Damaged Checked-in Baggage, within 30 days of collecting your Checked-in Baggage
- for delayed Checked-in Baggage file within 30 days from the day your Checked-in Baggage should have been available to collect.
International Travel:
- for Damaged Checked-in Baggage, within seven days of collecting your Checked-in Baggage
- for delayed Checked-in Baggage, file within twenty-one days from the day your Checked-in Baggage should have been available to collect.
7.18 Can I arrange for an excess value declaration and charge?
We have limits on our liability to you for lost or Damaged Baggage. You can ask to increase that amount for valuable items with an excess value declaration before you travel.
If we offer you an excess valuation facility you need to make a written declaration of the value of the Checked-in Baggage it covers.
If you are travelling internationally, this can be for more than the liability limits set out in the International Regulations.
If you're travelling within New Zealand, you can declare an amount as covered under part 5 of the Contract and Commercial Law Act 2017.
You may have to pay an extra charge at a rate we specify. We can give you the rates for your specific item's value and your travel.
If part of your journey will be on an Airline that does not offer an excess valuation facility, we may not be able to accept an excess value declaration on your Checked-in Baggage.
8. Unexpected delays or changes to your travel
This part of our Agreement deals with delays and other changes to your flights. It outlines some of the changes that could occur, and how we might manage them.
8.1 What are delays and changes?
Sometimes despite our best efforts we end up having to delay, cancel or otherwise change your flight. We recommend you arrange travel insurance that covers you and your Baggage for any delays or cancellations.
It's frustrating for everyone, but often it's beyond our control. We will do our best to let you know of any changes as soon as we can.
8.2 What happens when there are changes to my travel?
Sometimes your flight might:
- be cancelled
- change to an aircraft with a different seating configuration
- be unreasonably delayed
- fail to stop at your destination or Stopover
- cause you to miss a connecting flight for which you hold a confirmed Reservation on your Ticket.
In these cases, together we can agree to one of the following solutions:
- We may be able to transfer you to another of our scheduled services in the same class. We would not charge you any extra for this travel, and you would not be entitled to any refund.
- We may transfer your booking onto a different aircraft type which may result in seat changes. Where we are no longer able to offer the same Seat Select product or cabin location we will provide compensation in the form of a refund of the Seat Select product payment (if any).
- We may be able to secure travel for you with an alternative Airline or with a third-party land or sea transport operator. We will not charge you for this travel, and you will not be entitled to any refund.
- Alternatively, we may be able to find you a flight to the next Stopover on your Ticket. This might be with us or an alternative Airline.
When these solutions aren't available, or don't resolve the matter for you, we will give you either a refund or a credit.
8.3 What if I don't get the seat I confirmed?
If we can't give you a confirmed seat, we will compensate you as required by applicable law. This includes the Civil Aviation Act 1990 in New Zealand, European Union Regulation 261/2004 for flights departing from the European Union and Regulation on the Management of Public and Air Transportation Services for Passengers for flights to and from China.
Some useful information:
8.4 Does Air New Zealand guarantee flight times?
Sorry, we cannot guarantee our flight times.
8.5 What happens when a Passenger is disruptive?
Passengers can disrupt flights in many ways. It could be by unacceptable behaviour, a medical emergency or something else.
We may need to re-route, reschedule or divert our flight so we can remove the Passenger and their travelling companions from the aircraft. This may be to an airport where we don't usually operate our own aircraft. In these cases, the Passenger and their companions will have to make their own alternative travel arrangements, at their own cost.
In accordance with this Agreement, we may apply any refundable portion of a Passenger's Ticket toward the costs of the disrupted flight.
This section applies to all Passengers.
For more information see the refunds and behaviour sections of our Agreement.
8.6 What are my existing legal rights?
Unless noted elsewhere in this Agreement, nothing in this section affects any of the rights you have under the Consumer Guarantees Act 1993 (New Zealand).
9. Check-in and boarding
Getting to the airport, Checking in and boarding are the first steps on your journey. It's important to give yourself enough time for all of them.
9.1 When do I have to Check in?
You will need to complete departure procedures before you can board your flight. It's important to Check in with enough time to spare for them. We will tell you the latest time you can Check in.
9.2 When do I have to board my aircraft?
You must be at your aircraft's boarding gate at the time we have stated, so your flight can leave on time.
9.3 What happens if I'm late?
If you do not Check in or board on time, we may cancel your Ticket and charge you for booking any alternative flights.
We are not liable to you for any loss or expense if you do not Check in or board on time.
10. Passenger behaviour, public health & medical emergency
When you travel, the way you and your fellow Passengers act can have a big impact on your travel experience. This part of our Agreement covers important considerations for Passenger behaviour, such as:
- Why Air New Zealand has behaviour standards?
- What Passengers should do when on board?
- What behaviours would lead Air New Zealand to refuse service to a Passenger
- Other types of unacceptable behaviour?
- What Air New Zealand can do if a Passenger behaves unacceptably
- What Air New Zealand can do if there is a concern about Passengers' health, public health or medical emergency
- Who this section applies to and what their liabilities are
10.1 Why does Air New Zealand have behaviour standards?
We work hard to provide a pleasant travelling experience for everyone. We rely on our Passengers' good behaviour to help make that possible. We expect Passengers to act appropriately, but unfortunately, sometimes some people behave in ways that others may reasonably object to. If a crew member acting reasonably asks them to, the Passenger must surrender their passport, other travel documents or both until the end of the flight.
10.2 What should I do when on board?
For everyone's comfort, safety and security, it's important to obey all reasonable directions from our staff. When on board, this includes:
- stowing Cabin Baggage under the seat in front of you or in the overhead lockers
- taking care when you open overhead lockers, as Cabin Baggage may move during flight
- keeping your seatbelt fastened when seated
- staying seated with your seatbelt securely fastened whenever the seatbelt sign is on, or when directed. This is especially necessary when the aircraft is moving on the tarmac
- not smoking or vaping
- not using or charging e-cigarettes
- only drinking alcohol served by us and in moderation. You cannot open or drink Duty Free or your own alcohol on board
- using infant and child restraints as directed
- not operating certain electronic devices or equipment. If you do, we may keep the device until the end of the flight. Hearing aids and heart pacemakers are permitted.
Some useful information:
10.3 Why might Air New Zealand refuse carriage or service to a Passenger?
The health and safety of our Passengers and crew is our top priority. We may refuse carriage or stop providing services to anyone who is putting the safety of other passengers or our crew at risk or behaving unacceptably, even if they have a confirmed Ticket.
There are many reasons why we could refuse carriage or stop service, including:
- carrying the Passenger or their Baggage may put the aircraft or another person(s) at risk
- carrying the Passenger breaks the laws, regulations, directives or orders of any country they are flying to, through, from or over
- the Passenger needs assistance we cannot provide, due to their conduct, age, mental or physical state
- the Passenger needs extra assistance due to impairment from alcohol, drugs, or prescribed medications
- the Passenger is causing offence or discomfort to others
- the Passenger's behaviour causes or involves risk to themselves or others
- the Passenger refuses to obey instructions
- the Passenger is carrying items defined as Prohibited in this Agreement
- the Passenger refuses to permit a security check
- the Passenger has not paid the applicable Charges for any of their current or previous travel
- the Passenger will not or cannot show valid travel or health documents for their entire return journey (including evidence of vaccinations or inoculations against COVID-19 and / or negative COVID -19 test results if requested by Air New Zealand)
- the passenger will not wear a face mask in accordance with Air New Zealand policy and cannot provide a valid face mask exemption if requested by Air New Zealand
- we think the Passenger is trying to remain in a country they are transiting through
- we think the Passenger may destroy their travel documents, including their passport, during their travel.
- we reasonably suspect or know that the Passenger is likely to break the law
- we reasonably suspect or know that the Passenger has broken the law
- the Passenger refuses a request from the flight crew to surrender their travel documents
- the Passenger's Ticket, travel or health documentation has been tampered with in some way, such as: It may have been obtained unlawfully or not bought from us. It may be damaged or reported as lost or stolen, or be a counterfeit. It may include a flight Coupon altered by someone other than us.
- the Passenger cannot prove they are the person named on the Ticket
- the Passenger has behaved unacceptably or been refused service in the past, and we believe they will do it again
- we have told the Passenger in writing that we would not carry them on our flights or those of Our Operators. In these cases they may be entitled to a refund, less any reasonable service fee to cover our administration costs
- the Passenger is wearing gang patches, insignia, signs, symbols or other items we believe may cause discomfort or offence to other Passengers, and refuses to remove them
10.4 Are there any other types of unacceptable behaviour?
We know behaviour can't be limited to a list. We may view any behaviour that causes discomfort or risk for other Passengers, our staff or crew as unacceptable.
10.5 What can Air New Zealand do if a Passenger behaves unacceptably?
If a Passenger behaves unacceptably, or we reasonably believe they will, we may:
- refuse to carry the Passenger and their Baggage, even if they are already on board
- limit on-board services, such as alcohol
- cancel any subsequent flights on the Passenger's Ticket
- ban the Passenger from travelling with us in the future
- delay the Passenger's Travel until we are satisfied they will behave acceptably. In this case, the Passenger is not entitled to a refund and may have to pay any reasonable Charges associated with delaying their Travel
- notify appropriate authorities such as the Police or Airport Security
- perform any other action we consider necessary to ensure a safe environment for Passengers and crew.
10.6 What can Air New Zealand do if there is a public health, medical emergency or safety risk?
If we have a concern about any Passenger's health, or we are not satisfied that it is safe for a Passenger to fly or if carrying a Passenger may put the safety or health of any person in the aircraft at risk, or a public health emergency is announced by any government or World Health Organisation or a medical emergency occurs we may:
- cancel, divert or delay any flight
- screen Passengers
- require evidence of vaccinations or inoculations against COVID-19 and / or negative COVID -19 test results
- require Passengers to wear a face mask in accordance with Air New Zealand policy
- require health documentation to be presented
- refuse to carry or offload the Passenger(s) and their Baggage, even if they are already on board
- isolate the Passenger(s) on board the aircraft and limit the inflight services
- notify appropriate authorities such as the Police, Ministry of Health or Airport Security
- perform any other action we consider necessary to provide a safe environment for Passengers and crew
You are responsible for complying with any immigration policies, travel and health documentation requirements, government quarantine restrictions or conditions (including length of stay) that apply to your travel. You are also responsible for any costs or expenses associated with complying with such policies, restrictions and conditions, and you agree to pay us on demand for any costs or expenses that we incur on your behalf. If we provide assistance or guidance for any of the above aspects of your travel, this does not release you from your personal responsibility in respect of these matters.
10.7 Who does this section apply to and what are my liabilities?
This section applies to all Passengers travelling with us. If we refuse a Passenger carriage or service for any of the reasons outlined in this section including, but not limited to, the Passenger being unable to provide the necessary COVID 19 vaccination evidence or other required health documentation, we are not liable to the Passenger in any way. For the avoidance of doubt this includes liability for any refund of the Passenger's ticket.
11. Entering another country
There's a lot to consider when you travel. One of the most important is your travel documents. This part of our Agreement covers visa and travel documentation, including:
- Who is responsible for arranging your visas and travel documents
- When you need to present your visas and travel documents
- What happens if you are denied entry into a country
- Your responsibilities during customs inspections
11.1 Who organises my visas and travel documents?
Before you travel, it's important to check that you will be safe at your destination. We make no representations about the safety, security or general state of any destination, and you should research it before your flight.
You need to arrange all travel documents and visas for the countries you travel from, into or through. You must comply with all their laws, instructions and other requirements.
We are not liable to you for the consequences:
- if you fail to get the documentation you need
- if you fail to comply with any applicable laws, instructions or other requirements.
11.2 When do I need to present my visas and travel documents?
Before you travel, or when we ask for them, you must show us all your travel documents. That includes the documents you need to travel from, into or through the countries you plan to visit. You also agree to let us make and keep copies of your documentation. We may refuse your travel if you don't comply with these requests.
11.3 What happens if I am denied entry into a country?
If you are denied entry to a country, you will need to pay us the cost to remove you from that country. We will not refund any of your costs to travel to the country which denied you entry.
If you didn't comply with instructions or the country's laws, instructions or requirements, or you didn't have or present the necessary documents, we may have to pay a fine or other cost. In this case you agree to pay us all of those costs on demand.
We can use the money you have paid us for travel you haven't yet taken, or any of your funds in our possession, to offset these costs.
11.4 What are my responsibilities for Customs inspections?
You agree to allow security checks by:
- aviation security services
- governments
- airport officials
- any Airline, including us.
Customs or other government officials may demand to inspect your Baggage, documents, or both. We are not liable to you for any resulting loss or Damage, including cases where you refused their request.
12. Arranging alternative travel by land or sea
If something prevents us from flying you to your destination, we may need to call on other transport operators to help.
12.1 What happens if I can't fly to my destination?
To get you to your destination, we may make arrangements with third party land or sea transport operators.
In those cases, we:
- are acting as your agent. The terms and conditions of the company providing the services will apply to you as the user of the transport as if you had entered into the agreement yourself
- are not liable for any issues with those services. The only exception is if we were negligent in the arrangements, or where we are liable under the Consumer Guarantees Act 1993 (New Zealand), the Civil Aviation Act 1990 (New Zealand) or any International Regulations.
13. Our liabilities to you
If something goes wrong with your flight, we may be liable to you. This section covers when we are liable, and to what extent.
13.1 What is Air New Zealand responsible for when I travel internationally?
International Regulations apply to all Passenger and Baggage claims under this Agreement.
13.2 What happens if someone is injured or dies?
Our liability only applies to claims made by a Passenger. If the Passenger has died, our liability extends to any Person legally entitled to claim in respect of that death. Our liability does not apply to claims by a public social insurance body or similar, however founded or asserted, including by subrogated rights, statutory authority or otherwise.
If a passenger claim is assigned or transferred, it will be decided according to the applicable law.
If the Damage was solely due to the negligence, wrongful act or failure to act, by us, our contractors or our Crew, we are liable for Damages up to the liability limit set by International Regulations.
If the Damage was solely due to the negligence, wrongful act or omission of a third party, our liability is limited.
International Regulations limit our maximum liability to 151,880 Special Drawing Rights.
Sometimes a Passenger can cause or contribute to Damage through their own actions, failure to act or their negligence. Depending on applicable law, in these cases we are not liable.
If a Passenger suffers death, illness, injury or disability due to their age or physical condition, we are not liable for the Damage, or for any aggravation of their condition.
13.3 What is Air New Zealand responsible for when I travel Domestically?
For travel with us in New Zealand not deemed to be international travel, our liability is limited to the current laws of New Zealand. These are:
- Part 9B of the Civil Aviation Act 1990
- Contract and Commercial Law Act 2017 (part 5)
- the Accident Compensation Act 2001. This Act may exclude liability for personal injury or death of a passenger
- the Consumer Guarantees Act 1993 applies if you are not travelling for business purposes.
13.4 Are there any limits to Air New Zealand's liability?
We are only liable for the reasonable losses a Passenger can actually prove. We are not liable for exemplary or indirect losses not directly caused by us unless it is covered by applicable law.
We recommend you arrange travel insurance that covers losses that you may incur during your travel. You may have a claim under your travel insurance policy.
Our Agreement, including its exclusions and limitations of liability, also applies to our Agents, Operators, employees and representatives. The total amount that you can recover from us, our Agents, Operators, employees and representatives will not be more than the total amount of our liability, if any.
Our Agreement does not waive any defence or exclusion of limitation of our liability under International Regulations or any other applicable laws, unless otherwise stated. We reserve all rights of recourse against any other person, including without limitation rights of contribution, failure to mitigate any loss and indemnity.
13.5 What is a "successive carrier" and how does it impact my claim?
Our liability to you depends on how you bought your ticket and which Airline you are travelling on when the accident, injury or delay occurred. When International Regulations deem travel with us and other Airlines as a single operation under one ticket, each Airline is a "successive carrier".
When we are a successive carrier, we are not liable for those parts of the journey performed by other Airlines. Where we are the actual carrier, we are only liable for an accident causing injury or death that occurs on board the aircraft, or in the process of embarking or disembarking from the aircraft.
14. Timeframes for making a claim or action
If you need to make a claim against us, a time limit applies.
14.1 How long do I have to make a claim or action?
Your right to claim damages ends two years from the date of your travel. That means either the later of:
- when you arrived at your destination, or
- when the aircraft was scheduled to arrive, or
- when your travel stopped.
The limitation period depends on the law of the court which hears your case. This is in line with International Regulations.
There are different time limits for making a claim for Damaged Baggage. Please check the Baggage section of this Agreement.
For more information
15. When and how we give refunds
Sometimes we can't provide the travel you expected and paid for. In some cases, we will be able to refund your costs. This section is all about:
- When we provide refunds
- How much we refund
- How refunds get paid
- Alternatives to refunds
- When we don't provide refunds
15.1 When does Air New Zealand give refunds?
Subject to section 10, section 15.5 and International Regulations or other applicable law, you may be eligible for a refund or partial refund if you purchased a Ticket and we:
- cancelled your flight due to something in our control, and we were unable to book you onto another reasonable alternative flight
- delayed your flight and you missed your Air New Zealand connecting flight
- delayed your flight due to something in our control and you had to cancel your trip
- couldn't get you on a flight, even though you had a valid Ticket
- didn't land at the destination, or a stopover, on your Ticket
- significantly changed your flight time and couldn't book you onto another reasonable alternative flight
- couldn't give you a seat in the cabin you paid for.
15.2 How does Air New Zealand calculate refunds?
Your refund will be based on the unused portion of your Ticket.
If your Ticket is unused and the Ticket rules allow it or we are required to pay under any applicable law or International Regulations, we will refund the price you paid.
If you have used part of the Ticket, we will refund you the higher amount of:
- the cost of the Ticket from the point where your flight was interrupted, to the final destination on your Ticket
- the difference between your total Ticket cost and the value of the Ticket you have already used.
In both cases this will include any taxes and Airline Charges, less any applicable fees, subject to any applicable law or International Regulations.
Depending on the type of Ticket you hold, any unused portion may have only a small refund value, or no value at all.
15.3 How does Air New Zealand pay refunds?
If you claim a refund, we will need to be sure that you paid for the original Ticket.
If we find you are entitled to a refund, we will attempt to use the same manner and currency you used to pay for the Ticket.
If you paid for your flight using Airpoints Dollars, you will be refunded in Airpoints Dollars. The original expiry date will apply to your refunded Airpoints Dollars.
15.4 Does Air New Zealand refund Taxes and other Charges?
Your Ticket price will include taxes and Charges from third parties, such as airports. You can claim a refund on taxes and Charges we haven't already paid if you do not use your Ticket, even if your Ticket is non-refundable. You cannot claim a refund if we are holding your ticket in credit.
15.5 When does Air New Zealand issue a credit instead of a refund?
Sometimes the cancellation, delay, failure or misconnection is because of circumstances beyond our control. For example, the following circumstances may be beyond our control: a weather event or conditions, public health event (including epidemic / pandemic), airport or facility closures, air traffic control event, medical emergencies, strike, terrorist act, governmental, regional or local authority restrictions, change in law. In these cases, you may be entitled to a travel credit instead of a refund, which will be valid for 12 months from the date your Ticket was originally issued (or in certain circumstances an extension may be separately agreed with us). This credit will be for the value of the unused non-refundable part of your Ticket.
We may deduct a reasonable service fee from the credit amount to cover our administration costs.
15.6 Does Air New Zealand have a time limit for refund requests?
Subject to any applicable law, we only provide refunds if you make the request while the Ticket is still valid. See the Ticket section of our Agreement for more information.
15.7 Would Air New Zealand ever refuse to pay me a refund?
There are some cases when we may refuse a request for a refund.
- We will not refund a Ticket you have presented to us or to Government officials as proof you intend to leave a country. We may make an exception if we are satisfied you have been given permission to remain in the country. We may also provide a refund if we are satisfied you are leaving the country by a different means of transport.
- If you were refused travel because of your conduct, we may apply any refund against costs incurred by us as a result of your conduct.
- If we had to cancel, re-route or reschedule a flight due to your medical emergency, we may apply any refund towards the costs of the flight disruption.
15.8 Who should I contact about a refund?
Refunds are made either by the Airline that originally issued the Ticket, or its Agent.
If you booked your travel through a travel agent, contact them first and they will be able to advise you on refunds. This includes online bookings made on websites other than ours.
If you booked directly with us on our website or by phone, you can request your refund online.
15.9 Mistaken pricing
We take reasonable steps to ensure that our fare prices and any other Charges are accurate, but occasionally errors or mistakes can occur.
If an obvious or reasonably apparent pricing mistake is made for any reason (whether caused by human error, a technical or system malfunction or otherwise) we may cancel your booking or Ticket.
If your booking or Ticket is cancelled due to a pricing mistake:
- We may offer you the option to purchase a new Ticket at the correct fare available at the time of booking, subject to availability. If you choose to accept our offer and pay the correct fare, we will issue a new Ticket; or
- We will refund of the amount shown on the Ticket. In addition to a refund, if you have incurred reasonable, non-refundable out-of-pocket expenses in reliance upon the Ticket purchase, these will also be eligible for reimbursement as long as you provide us with proof of the actual costs incurred.
We will not be liable for any other direct or indirect losses, costs, damages or expenses arising from the cancellation of a booking by us due to an obvious or reasonably apparent pricing error, other than providing a refund, offering the opportunity to rebook at the correct fare and reimbursement of non-refundable expenses incurred, and evidenced, in reliance on the Ticket purchase.
We reserve the right to correct any errors in pricing, even after a booking has been confirmed or a Ticket has been issued.
16. Definitions
These are the terms we use in our Agreement. When these defined terms appear, we capitalise them (Like This) to make it clear that we mean the definition set out here.
Agreement
The Conditions of Carriage between you and us.
Agent
An authorised licensed sales or travel agent who represents us in the sale of flights on our services.
Air New Zealand Flight
A flight operated by Air New Zealand and identified by its Airline Designator Code NZ.
Airline
Any air carrier.
Airline Designator Code
A two- or three-character code which identifies Airlines. Air New Zealand's code is NZ.
Baggage
Your personal property accompanying you on your trip. It includes your Checked-in and Carry-on Baggage.
Baggage Allowance
The amount of Carry-on Baggage and Checked-in Baggage you may carry without additional charge on our services.
Baggage Check
The Check-in Baggage receipt issued by us or on our behalf for the carriage of your Checked-in Baggage.
Boarding Pass
The paper or electronic document issued to you at check-in which entitles you to board and occupy a specified seat on the aircraft.
Carry-on Baggage
Your Baggage which accompanies you in the aircraft cabin. It does not include your Checked-in Baggage.
Charges
The Ticket price, including but not limited to fares, charges fees, taxes or other costs associated with your Ticket purchase.
Checked-in Baggage
Baggage for which we have issued a Baggage Check and Tag which we stow on the aircraft for you. It does not include your Carry-on Baggage.
Check-in Deadline
The latest time the Airline specified you must have completed check-in and received your Boarding Pass by.
Code Share Flight
A flight operated by an Airline other than us on which we issue a Ticket showing our name or Air New Zealand Flight as the Airline.
Conjunction Ticket
A Ticket issued to you in connection with another Ticket which together constitute a single contract of carriage.
Damage
The death, wounding, or other bodily injury of a Passenger, OR the destruction, loss, partial loss, theft of or other damage to Baggage, arising out of or in connection with travel by air or other services incidental to the travel by air performed either by us or a Related Operator.
Day
A full calendar day. For the purposes of notification, the day the notice is dispatched is not counted. For the purposes of Ticket validity, the day the Ticket is issued is not counted.
Electronic Ticket
The electronic coupon, "E-Ticket" or record of your Ticket made by us or an inAgent, which is held in our reservations system.
European Union (EU)
Those states which are for the time being members of the European Union as established by the Treaty of Rome 1957 (as subsequently amended).
Excess Baggage
Any Checked-in Baggage in excess of the applicable Baggage Allowance for Checked-in Baggage.
Flight Coupon
A part of the Ticket (electronic or paper) that indicates the departure and arrival points for a single journey or each leg of a journey.
Important Notices
The notices accompanying an Electronic Ticket.
International Travel
Journeys between two or more countries and includes any flights within those countries that are combined with an international flights.
Itinerary
A receipt, document or documents we issue to a Passenger travelling on an Electronic Ticket that contains the passenger's name, travel details and notices.
The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Montreal, 28 May 1999 (the Montreal Convention), the Convention for the Unification of Certain Rules Relating to International Carriage by Air, Signed at Warsaw on 12 October 1929 (the Warsaw Convention), the European Union Regulation 261 / 2004 and any other applicable international laws or regulations.
Our Operators
Related Operators and Code Share Flights.
Passenger
A person with a Ticket who is carried or is to be carried on an aircraft, except members of the operating crew.
Personal Information
Information about you, your preferences, your journey or your transaction with us.
Prohibited Items
Firearms, weapons, ammunition and any other dangerous or restricted items.
Person
A natural person.
Related Operator
A subsidiary of Air New Zealand Limited which is an air operator operating domestic New Zealand or Trans-Tasman flights on behalf of Air New Zealand Limited.
Special Drawing Right (or SDR)
A unit of value administered by the International Monetary Fund (IMF). As of 22 November 2024, 1 SDR is equal to AU$2.01 or NZ$2.23. Just like foreign exchange rates, this will fluctuate. In our Agreement we calculate the value of one (1) SDR based on the most recently published IMF rate.
Stopover
An agreed break in your journey at a point between the place of departure and the place of destination.
Tag
The Airline's baggage identification tag attached to each item of Checked-in Baggage for the purpose of identification.
Ticket
Either a document or Electronic Ticket, and where relevant Conjunction Ticket issued by us or on our behalf by an Agent. It includes our Conditions of Carriage and all terms, conditions and important notices attached to the Ticket.
Conditions of Carriage
The terms and conditions contained in this Conditions of Carriage and includes the conditions set out in your Ticket.
our Agreement
The Conditions of Carriage between you and us.
we, our, ourselves or us
Air New Zealand Limited and includes where relevant its Agents or Our Operators.
you, your or yourself
The Passenger.
17. International Tariff, Terms & Conditions of Carriage to and from Canada
(Last updated 12 April 2020)
Please select from the links below to the International Tariff, Terms & Conditions of Carriage to and from Canada.
Please note that tariffs are subject to change without prior notice.