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Planning

International Long Haul

Changes and Cancellations*

Flying from New Zealand to Singapore
(flight operated by Singapore Airlines)
New Zealand to Asia, Europe or the Middle East
(flight operated by Etihad Airways)
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $100 NZD fee + fare difference

Permitted prior to 24 hours before scheduled departure - $200 NZD fee + fare difference

Cancel Fee
 

Not permitted

Permitted prior to 24 hours before scheduled departure - $550 NZD fee

Name Changes Not permitted Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

AUD70

Airport Service Fee

NZD70

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking.
  • Depending upon what fares are available the fare for your changed booking may be higher than the original.
  • You must pay any fare difference between the fare of your changed booking and the original fare.
  • Refund will be dependent on the rules of your original fare purchased.
  • Fare downgrading is not permitted.
  • Child/Infant must be accompanied in the same cabin on all flights by an adult 15 or older.
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking and will be converted to local currency as per the daily exchange rate.
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport and will be converted to local currency as per daily exchange rate.
  • Payment by Credit Card and Debit Card attracts a Booking and Service fee.
  • Booking and Service fee for Credit Card or Debit Card bookings is per person per booking and is non-refundable. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking.

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown

Changes and Cancellations*

Flying from New Zealand to Singapore
(flight operated by Singapore Airlines)
New Zealand to Asia, Europe or the Middle East
(flight operated by Etihad Airways)
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $70 NZD fee + fare difference

Permitted prior to 24 hours before scheduled departure - $100 NZD fee + fare difference

Cancel Fee
 

Permitted prior to 24 hours before scheduled departure - $290 NZD fee

Permitted prior to 24 hours before scheduled departure - $200 NZD fee

Name Changes Not permitted Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

AUD70

Airport Service Fee

NZD70

Card Payment Fee (Payment Surcharge)#

For bookings made by Credit Card: 0.996% per passenger, per booking

For bookings made by Debit Card: 0.422% per passenger, per booking

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking.
  • Depending upon what fares are available the fare for your changed booking may be higher than the original.
  • You must pay any fare difference between the fare of your changed booking and the original fare.
  • Refund will be dependent on the rules of your original fare purchased.
  • Fare downgrading is not permitted.
  • Child/Infant must be accompanied in the same cabin on all flights by an adult. For flights to Hawaii this is 19 or older otherwise it is 15 older.
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking.
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport.
  • Change and cancellation fees are not payable where you are entitled to a refund under the Australian Consumer Law.
  • To maximise customer choice we offer the ability to avoid paying a card payment fee (payment surcharge) online by paying your booking in full using the POLi Direct Payment option, or call the Guest Contact Centre with a gift voucher.

* Change and Cancellation fees are per person, per booking.

# Card Payment Fee (Payment Surcharge) is applied per booking when using credit card or debit card as the method of payment and is non-refundable except where you are entitled to a refund of your fare under the Australian Consumer Law. For bookings made with debit and credit cards the card payment fee (payment surcharge) is capped at $11 for Domestic flights per person and $70 for International flights per person.

Changes and Cancellations*

Flying from New Zealand to Singapore
(flight operated by Singapore Airlines)
New Zealand to Asia, Europe or the Middle East
(flight operated by Etihad Airways)
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - No fee + fare difference

Permitted prior to 24 hours before scheduled departure - No fee + fare difference

Cancel Fee
 

Permitted prior to 24 hours before scheduled departure - $150 NZD fee

Permitted prior to 24 hours before scheduled departure - No fee

Name Changes Not permitted Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

AUD70

Airport Service Fee

NZD70

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking.
  • Depending upon what fares are available the fare for your changed booking may be higher than the original.
  • You must pay any fare difference between the fare of your changed booking and the original fare.
  • Refund will be dependent on the rules of your original fare purchased.
  • Fare downgrading is not permitted.
  • Child/Infant must be accompanied in the same cabin on all flights by an adult 15 or older.
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking and will be converted to local currency as per the daily exchange rate.
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport and will be converted to local currency as per daily exchange rate.
  • Payment by Credit Card and Debit Card attracts a Booking and Service fee.
  • Booking and Service fee for Credit Card or Debit Card bookings is per person per booking and is non-refundable. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking.

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.

Change and Cancellation Fees

Flying from New Zealand to North America
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $200 NZD fee + fare difference (new ticket must be of equal or higher value).

Permitted within 24 hours before scheduled departure - $200 NZD fee + fare difference (must upgrade to the Premium or Business brand).

Cancel Fee

Permitted prior to 24 hours before scheduled departure

If you are travelling in O class the following applies:

  • $200 NZD fee + any residual refunded to Travel Bank

If you are travelling in R class the following applies:

  • $330 NZD fee +any residual refunded to original form of payment
Name Changes Not permitted

 

Flying from New Zealand to Europe/Middle East via Abu Dhabi
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $50 NZD fee + fare difference (new ticket must be of equal or higher value).

Permitted within 24 hours before scheduled departure - $50 NZD fee + fare difference (must upgrade to the Premium or Business brand).

Cancel Fee

Permitted prior to 24 hours before scheduled departure - $200 NZD fee + any residual refunded to Travel Bank

Name Changes Not permitted

 

Flying from New Zealand to Africa via Abu Dhabi
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $25 NZD fee + fare difference (new ticket must be of equal or higher value).

Permitted within 24 hours before scheduled departure - $25 NZD fee + fare difference (must upgrade to the Premium or Business brand).

Cancel Fee

Permitted prior to 24 hours before scheduled departure - $120 NZD fee + any residual refunded to original form of payment

Name Changes Not permitted

 

Flying from New Zealand to Asia via Abu Dhabi
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $25 NZD fee + fare difference (new ticket must be of equal or higher value).

Permitted within 24 hours before scheduled departure - $25 NZD fee + fare difference (must upgrade to the Premium or Business brand).

Cancel Fee

Permitted prior to 24 hours before scheduled departure - $120 NZD fee + any residual refunded to original form of payment

Name Changes Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

No fee

Airport Service Fee

No fee

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking
  • Depending upon what fares are available the fare for your changed booking may be higher than the original
  • You must pay any fare difference between the fare of your changed booking and the original fare
  • Refund will be dependent on the rules of your original fare purchased
  • Fare downgrading is not permitted
  • Child/Infant must be accompanied in the same cabin on all flights by an adult 15 or older
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking and will be converted to local currency as per the daily exchange rate
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport and will be converted to local currency as per daily exchange rate
  • Payment by Credit Card and Debit Card attracts a Booking and Service fee
  • Booking and Service fee for Credit Card or Debit Card bookings is per person per booking and is non-refundable. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.

Change and Cancellation Fees

Flying from New Zealand to North America
Flight Change Fee

Permitted before and after scheduled departure - No fee + fare difference (new ticket must be of equal or higher value).

Cancel Fee

Permitted before and after scheduled departure - No fee + any residual refunded to original form of payment.

Name Changes Not permitted

 

Flying from New Zealand to Europe/Middle East via Abu Dhabi
Flight Change Fee

Permitted before and after scheduled departure - No fee + fare difference (new ticket must be of equal or higher value).

Cancel Fee

Permitted before and after scheduled departure - No fee + any residual refunded to original form of payment.

Name Changes Not permitted

 

Flying from New Zealand to Africa via Abu Dhabi
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - No fee + fare difference (new ticket must be of equal or higher value).

Permitted within 24 hours before scheduled departure - $120 NZD fee + fare difference (new ticket must be of equal or higher value).

Cancel Fee

Permitted prior to 24 hours before scheduled departure - $120 NZD fee + any residual refunded to original form of payment

Name Changes Not permitted

 

Flying from New Zealand to Asia via Abu Dhabi
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - No fee + fare difference (new ticket must be of equal or higher value).

Permitted within 24 hours before scheduled departure - $120 NZD fee + fare difference (new ticket must be of equal or higher value).

Cancel Fee

Permitted prior to 24 hours before scheduled departure - $120 NZD fee + any residual refunded to original form of payment

Name Changes Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

No fee

Airport Service Fee

No fee

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking
  • Depending upon what fares are available the fare for your changed booking may be higher than the original
  • You must pay any fare difference between the fare of your changed booking and the original fare
  • Refund will be dependent on the rules of your original fare purchased
  • Fare downgrading is not permitted
  • Child/Infant must be accompanied in the same cabin on all flights by an adult 15 or older
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking and will be converted to local currency as per the daily exchange rate
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport and will be converted to local currency as per daily exchange rate
  • Payment by Credit Card and Debit Card attracts a Booking and Service fee
  • Booking and Service fee for Credit Card or Debit Card bookings is per person per booking and is non-refundable. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.

Changes and Cancellations*

Flying from New Zealand to Singapore
(flight operated by Singapore Airlines)
New Zealand to Asia, Europe or the Middle East
(flight operated by Etihad Airways)
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - $200 NZD fee + fare difference

Permitted prior to 24 hours before scheduled departure - $200 NZD fee + fare difference

Cancel Fee
 

Permitted prior to 24 hours before scheduled departure - $350 NZD fee

Permitted prior to 24 hours before scheduled departure - $200 NZD fee

Name Changes Not permitted Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

AUD60

Airport Service Fee

AUD60

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking.
  • Depending upon what fares are available the fare for your changed booking may be higher than the original.
  • You must pay any fare difference between the fare of your changed booking and the original fare.
  • Refund will be dependent on the rules of your original fare purchased.
  • Fare downgrading is not permitted.
  • Child/Infant must be accompanied in the same cabin on all flights by an adult 15 or older.
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking and will be converted to local currency as per the daily exchange rate.
  • Airport Service Fee is applicable when a guest makes a booking at the Airport and will be converted to local currency as per daily exchange rate.
  • Payment by Credit Card and Debit Card attracts a Booking and Service fee.
  • Booking and Service fee for Credit Card or Debit Card bookings is per person per booking. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking.

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.

Changes and Cancellations*

Flying from New Zealand to Singapore
(flight operated by Singapore Airlines)
New Zealand to Asia, Europe or the Middle East
(flight operated by Etihad Airways)
Flight Change Fee

Permitted prior to 24 hours before scheduled departure - No fee + fare difference

Permitted prior to 24 hours before scheduled departure - No fee + fare difference

Cancel Fee
 

Permitted prior to 24 hours before scheduled departure - $290 NZD fee

Permitted prior to 24 hours before scheduled departure - No fee

Name Changes Not permitted Not permitted

Other Fees and Surcharges

Guest Contact Centre Fee

No fee

Airport Service Fee

No fee

General Information:

  • When bookings are created using a combination of fares from different fare types, the rules of the most restrictive fare will apply to the whole booking.
  • Depending upon what fares are available the fare for your changed booking may be higher than the original.
  • You must pay any fare difference between the fare of your changed booking and the original fare.
  • Refund will be dependent on the rules of your original fare purchased.
  • Fare downgrading is not permitted.
  • Child/Infant must be accompanied in the same cabin on all flights by an adult 15 or older.
  • Guest Contact Centre (GCC) Service Fee is applicable each time a guest calls the GCC to make, change or cancel a booking and will be converted to local currency as per the daily exchange rate.
  • Airport Service Fee is applicable each time guests make, change or cancel a booking at the airport and will be converted to local currency as per daily exchange rate.
  • Payment by Credit Card and Debit Card attracts a Booking and Service fee.
  • Booking and Service fee for Credit Card or Debit Card bookings is per person per booking. The Booking and Service Fee covers a range of costs, activities, fees and charges in relation to the booking, including (among other things) the reasonable costs of accepting card payments.
  • All fees and surcharges are per person per booking.

* Before departure – these rules apply before any travel has commenced. After departure – these rules apply once a segment has been flown by the guest. No-Show – this is when a guest has a booking on a flight but does not travel. For partially flown flights the residual amount will be the difference between the original fare paid less the total fare amount of the flights flown.