Passengers of Air New Zealand who have faced a flight cancellation or delay have a legal right to compensation. Under EU 261, airlines must compensate passengers in case of a significant disruption. In this article, we’ll examine your rights and the steps you need to take to receive the compensation you have a right to from the airline.
Air New Zealand Flight Delay or Cancellation Compensation
Before claiming the Air New Zealand compensation, you should be aware of the conditions and the amount of compensation you may expect to get in the event of flight cancellation or delay.
Air New Zealand Compensation for Flight Delay
According to UK and EU laws, passengers can receive up to €600 in compensation per person if their flight arrives late. It’s essential to note that this flight delay compensation is calculated using the flight’s arrival time, not the departure time, so the key to your claim is the actual time you land at your destination airport.
Here’s an overview of how much compensation you can get if your flight is delayed. The amount of compensation varies based on various criteria, such as the duration of the delay and the route length of your flight:
| Less than 3 hours | Between 3-4 hours | Over 4 hours | Distance |
| €0 | €250 | €250 | All flights up to 1500 km |
| €0 | €400 | €400 | All flights between 1500 km and 3500 km |
| €0 | €400 | €400 | All intra-EU flights over 3500 km |
| €0 | €300 | €600 | All non-EU flights over 3500 km |
Keep in mind you might not be compensated for every flight delay. Air New Zealand isn’t required to provide compensation when extraordinary circumstances outside their control happen. This includes bad weather, problems at the airport, or air traffic controller strikes. In such situations, you will usually not be compensated as it is not the airline’s fault.
Air New Zealand Compensation for Flight Cancellation
European Union Regulation 261/2004 states that airlines have to inform passengers of cancellations at least 14 days before the scheduled flight. If the airline fails to notify you in time, you may be entitled to flight cancellation compensation ranging from €250 to €600 per passenger, based on the distance of the flight. Nonetheless, if the airline provides you with an alternate flight, it may avoid compensation for the cancelled flight if the following conditions are met:
| Advance Notice | Re-routing Requirements |
| 14 Days | None |
| 7 – 13 Days | Alternative flight departing no more than 2 hours before and arriving less than 4 hours after the original flight |
| Less than 7 Days | Alternative flight departing no more than 1 hour before and arriving less than 2 hours after the original flight |
Even when accepting an alternative flight, passengers retain their right to compensation if they still experience significant delays at their final destination. The amount of compensation is determined based on two criteria: the flight distance and the duration of the delay, according to the table below:
| Under 2 hours | 2-3 hours | 3-4 hours | Over 4 hours | Never arrived | Distance |
| €125 | €250 | €250 | €250 | €250 | All flights 1,500 km or less |
| €200 | €200 | €400 | €400 | €400 | Internal EU flights over 1,500 km |
| €200 | €200 | €400 | €400 | €400 | Non-internal EU flights 1,500 km- 3,500 km |
| €300 | €300 | €300 | €600 | €600 | Non-internal EU flights over 3,500 km |
Air New Zealand is not obliged to compensate you if they provide an alternative flight that departs and arrives close to the same time as your original flight. Additionally, you generally won’t receive compensation if the flight is cancelled due to circumstances beyond the airline’s control, such as bad weather or when airline workers go on strike.
Are Air New Zealand Flights Covered By EU 261/2004?
EU Regulation 261 covers all flights departing from European Union airports. It also covers flights arriving in the EU if the airline is based in the EU. This includes airlines from European Union member states as well as Iceland, Norway, and Switzerland.
Nevertheless, Air New Zealand is not a European airline. Consequently, they aren’t required to pay you compensation if their flights operate outside of Europe. This is true even for their flights to Europe if they start outside the EU.
| Itinerary | Covered by EU 261 |
| Flights departing from EU airports | ✔️ Yes |
| Flights arriving at EU airports | ❌ No |
How to Claim Compensation from Air New Zealand
If your travel plans have been affected by a flight cancellation or delay with Air New Zealand, it’s essential to be aware that you might be entitled to compensation under EU laws. That’s why it’s crucial to familiarize yourself with the process of claiming compensation. Here’s what you need to do:
- Complete this form. You’ll need to provide details like your flight number, date, and the issue you encountered.
- Let our experts help you. Once you submit the form, our team will take over. We are well-versed in the EU laws comprehensively and will do our best to get you your compensation. You only pay us if we win your case.
These steps will assist you in filing your claim quickly and increase your chances of receiving the compensation you’re entitled to. You may have plenty of time after your flight to make a claim, but it’s best to do it as soon as you can while you still remember all the details.
What You Can Get Besides EU Flight Compensation
Air New Zealand goes the extra mile to support passengers during travel disruptions by providing services that complement flight compensation.
Right to Care
When flight disruptions occur, Air New Zealand is committed to ensuring passenger comfort through the Right to Care provision. This right, established under EU 261, becomes applicable when flight delays exceed two hours. The services provided include:
- Food and Drinks: Passengers are provided with meals and beverages appropriate to the length of delay. This may include vouchers for airport restaurants or direct distribution of snacks and drinks.
- Communication: Air New Zealand offers two free phone calls, emails, or fax messages to keep passengers connected with family or business contacts.
- Accommodation: If the delay extends for the night or requires an additional stay, Air New Zealand arranges hotel room accommodation. This includes transportation to and from the airport and the hotel.
- Special Assistance: Extra care is given to passengers with reduced mobility or special needs.
To access these services, you can simply approach airline staff at the airport for immediate assistance.
Rebooking and Refunds
When Air New Zealand cancels a flight, passengers can choose to get a full refund or rebook on another flight. This flexibility is crucial for minimizing travel inconveniences and supporting passengers to manage unforeseen circumstances effectively.
- Full Refund: if you request a refund, you can get full reimbursement for the parts of your trip that you didn’t use, including any tickets you only partly used. Also, if the cancellation means your trip no longer serves its original purpose, you may get a flight back to where you first started at the earliest chance.
- Rebooking: if you choose to continue your journey, Air New Zealand shall provide rebooking on the next available flight to your destination. You also have the option to select an alternative route if there are seats available. If the next available flight is scheduled for the following day or later, Air New Zealand will arrange accommodation and transfers as needed. Furthermore, you have the right to be rebooked, including in a higher class, at no additional cost to you if that’s the only available option.
It’s important to keep in mind some additional considerations. If you’re rebooked on a lower class than originally booked, you’re entitled to a partial refund of the cost difference. Furthermore, if your booking involves connecting flights, Air New Zealand shall help in rebooking your entire journey, not just the cancelled segment.
Whether choosing a refund or arranging a new flight, the procedures are designed to ensure this process as smooth as possible, understanding the stress and inconvenience caused by cancellations.