Credit Transaction Disputes - Air New Zealand Credit Terms and Conditions - Legal terms and conditions

How to dispute the use of your Air NZ Credit?

Let us know straight away if you think your credit may have been used fraudulently. As a credit holder you will be notified via email as soon as a transaction involving your credit has taken place. You have 30 days from the date of receiving the email about the use of your credit to raise a dispute.

When I can dispute a transaction?

Here are the disputes we can help with:

You have been charged twice
A credit transaction has occurred that you did not authorise

When I cannot dispute a transaction?

There are disputes we cannot help with:

You have changed your mind about a booking you completed for yourself
You have changed your mind about a booking completed for someone else
You are not happy with the quality of service
The transaction occurred more than 30 days ago

What is the best process to follow?

Here are two steps we recommend you take:

Step 1 – Double check it isn't someone you know

We recommend you do a little research – check with your regular travel arranger and other people who may have been on your initial booking to see if they may have used the credit. If this is the case, it may be simpler for you to resolve by speaking to them directly. It may also save some embarrassment and inconvenience as action will be taken against bookings found to be fraudulent.

Step 2 – Contact Us

Please contact us using the form below and we will be happy to help investigate your disputed credit transaction. Please note, disputes must be submitted within 30 days of you receiving notification that the transaction occurred. It can take up to 30 days to reach an outcome.

You are responsible for making sure the statements made within the form are correct and advising us if any of these details change. The information provided in this form will be used to support our investigation and may be shared externally if the claim results in a legal dispute.