Where a disruption that is due to reasons within our control results in an overnight delay and you:

Have already commenced your journey, we will provide you:

• Overnight accommodation and meals
• Transport between the airport and the accommodation provided by us
• A phone call to inform family/friends of your delay (or, if requested, we will endeavour to make contact on your behalf)

These provisions will be offered until alternative travel arrangements have been arranged by Air New Zealand. Should you opt to make different arrangements, these and any additional costs will be your responsibility.

Have not yet commenced your journey we will:

• Ensure connections with other flights that are part of the same ticketed journey are re-booked with as little disruption as possible
• Keep you updated with any changes to rescheduled travel plans

Where you opt to amend the arrangements offered by us we will permit one change without penalty for travel within 3 days of the unsuitable flight subject to availability in the same cabin class. Changes outside of the 3 days or after the first change can be made subject to the original fare rules and costs.

If the alternative flight arrangements made aren't acceptable to you, or if we fail to operate reasonably according to schedule and your reason for travel no longer exists then:

• If the disruption is caused by reasons within our control (e.g. Air New Zealand/Star Alliance industrial action) we will credit or refund your unused Air New Zealand ticket in accordance with our conditions of carriage (10.2)
• If the disruption is caused by reasons outside our control (e.g. weather, non-Air New Zealand/Star Alliance industrial action, natural disasters) the normal terms and conditions of your Air New Zealand ticket apply. If your fare is non-refundable, you should review your travel insurance policy or approach your travel insurance provider to determine if you may be covered. If you do not have travel insurance, we will hold the value of your fare in credit for up to 12 months
• If you hold a ticket issued by an airline other than Air New Zealand please contact your travel agent or travel provider. Alternatively you may wish to contact your travel insurance provider

Please ensure you let us know before leaving the airport if you no longer wish to travel so we can cancel your travel arrangements. You should then submit your refund or credit request (where applicable) to your travel agent or to our refunds team.