Air NZ allows more time to use up credit balances

Air New Zealand has announced it is extending the expiry dates on its credits scheme.

The national carrier says anyone who has a credit as of September 30 this year will now have until January 31, 2024, to book a new flight and until December 31, 2024, to take that flight.

Air New Zealand chief customer and sales officer Leanne Geraghty said it would affect about 500,000 customers.

‘‘We know these customers are eager to travel and this extension means they now have more than two years to do so,’’ said Geraghty. ‘‘ A significant portion of credit balances were due to expire in January 2023 but given New Zealand’s border has only fully reopened in the past couple of months, we think it is the right thing to do to extend the expiry of credits given customers have not had many opportunities to use them.’’

The airline had announced late in August an extension of its policy until the end of September. Customers won’t have to do anything and they will be contacted over the coming week, although those who booked through a third party may have to get in touch with them for information.

Any new credits issued from October 1 this year will have a 12-month expiry date to book new flights and a further 12 months to travel.

The news comes a day after Consumer NZ called for airlines to be more transparent about passengers’ rights when a flight is delayed or cancelled.

The advocacy group wants both Air New Zealand and Jetstar to provide clear, accurate and consistent information to passengers when their flights are disrupted.

Consumer NZ chief executive Jon Duffy said it wanted airlines to help passengers understand their rights.

‘‘We have received a substantial number of complaints from confused or concerned passengers who have had to fight to understand the reason for their flight cancellation or delay and to get the reimbursement they are legally entitled to.’’

Air New Zealand’s policy change nudges it ahead of its competitors.

The credits policy at Qantas, for bookings issued on or before July 31 this year, says flights must be booked and used before December 31, 2023. Any credits issued after August 1 must be used within 12 months of the original booking date.

At Jetstar, credit vouchers on flights impacted by Covid-19 that were due to expire by December 31 this year, can be used until December 31, 2023.