A warning has been issued to Air New Zealand customers with Covid era flight credits, as millions of dollars in unused credit are set to expire unless bookings are made within the next 10 days.

Consumer NZ said customers risk losing their credits entirely if they do not act quickly, with the airline still holding a significant amount of unredeemed balances linked to flights cancelled during the Covid pandemic.

As of June 2025, Air New Zealand was holding $192 million in unused credits. While the airline has been unable to release an updated figure due to financial reporting constraints, it has said around 88 percent of customers have already used their Covid travel credits. Most remaining balances were under $1,000, with about half under $100.

Consumer NZ Chief Executive Jon Duffy said  “If you have a credit with Air New Zealand from during Covid lockdowns, now is the time to use it.”

“We recognise flights are a lot more expensive now than during the Covid lockdown, so you may not be able to travel as far, but there are still multiple options for using your credit.”

Duffy said customers could book flights for travel up until December 2026, provided the booking was made within the next 10 days.

“You can make bookings for travel up until December 2026, and you can use your credit on flights for yourself or others, on a flight change or on an upgrade, but you have to do so within the next 10 days,” he said.

For customers unsure about travel plans, Duffy recommended booking a flexi fare before the credits expired.

“You will not be able to get a refund on fares you purchase with your credit, but you will at least have the ability to change your flights if you book a flexi fare,” he said.

“If you cannot fly due to a serious medical condition or financial hardship, you could have grounds to have your credit refunded,” Duffy said.

He said Air New Zealand customer care teams had discretion to assess refunds on a case by case basis.

“We have helped dozens of people get refunds, including the elderly, new parents, overseas tourists and those in financial difficulty,” he said.

Duffy said customers might be asked to provide documentation to support their circumstances and advised contacting Air New Zealand through Live Chat or by phone on 0800 737 000. Customers who booked through travel agents were advised to contact them directly.

“If you hold a credit and have requested a refund due to hardship or medical issues and you are dissatisfied with the outcome, we may be able to help,” he said.

Consumer NZ has been calling on airlines since 2020 to refund customers whose flights were cancelled during the pandemic. While the law does not require refunds, the organisation previously asked Air New Zealand to remove expiry dates from Covid credits. The airline responded by extending expiry dates by 2 years.

“We are pleased Air New Zealand has been consistent in its efforts since the Covid pandemic to contact impacted customers to let them know they have a credit that needs to be used,” Duffy said.

“However, we would like to see them drop expiry dates on outstanding Covid flight credits entirely, much like Jetstar has.”

He said customers should act quickly to avoid losing their money.

“Use your credit to book flights before the end of the month or lose it,” Duffy said.