Customer Experience at Alert Level 2

Air New Zealand will be operating 10 percent of our usual domestic New Zealand capacity, and will increase to 20 percent over the next week. That's a big move forward from just one percent over recent weeks.
If you are wondering what to expect when New Zealand moves to Alert Level 2 and how we are ensuring each journey is a safe and enjoyable one, watch this video from our Senior Manager Customer Care Doug Grant and Chief Medical Officer Dr Ben Johnston.

The Customer Experience at Alert Level 2 fact sheet details what your customers can expect. At Alert Level 2 the following processes and changes to our customer experience have been implemented.

• To assist us in ensuring a robust contact tracing is in place, it is important you have recorded accurate customer contact details in each booking.

At the Airport

• Only those travelling may enter the terminal, unless an unaccompanied minor is travelling where one adult can accompany the minor.
• To reduce contact, we recommend customers use the AirNZ mobile app and check-in online before arriving at the airport. Online check-in via our website is also available 24 hours before departure.
• If customers are checking in at the airport, every second check-in kiosk will be operating to maintain social distancing and avoid crowding. Our friendly staff will be around if assistance is required.
• Floor markers will be used throughout the airport where queues normally form, including when boarding the flight.
• Valet Parking in New Zealand will be available from 25 May.
• Fast Bag will not be available during Alert Level 2 for regional travel.
• To be prepare for their flight customers should visit the airport website for more information about the airport experience

Domestic New Zealand Lounges

The following domestic lounges will reopen from 25 May:

• Auckland Regional (Domestic remains closed).
• Wellington Domestic (Regional remains closed).
• Christchurch Domestic (Fly Thru café and Koru Express remain closed).
• The 9 Regional Lounges will re-open to accommodate each departure.

In accordance with government regulations there will be no self-service buffet available. Barista coffee will continue to be available in AKL, WLG, CHC and ZQN.

Unaccompanied Minors

• For domestic travel from 14 May we will be permitting essential unaccompanied minor travel to provide support for shared custody arrangements, children needing to return to their primary carer, and children returning to schools or care facilities. Travel time conditions apply, and single sector journeys only will be permitted.
• Unaccompanied minor travel must be approved by Agency Sales prior to booking, please contact Agency Sales to discuss eligibility.

Onboard the Aircraft

Domestic:

• We will allow an empty seat between customers travelling alone, while travelling companions who have been booked on the same PNR can sit together
• If customers travelling together prefer not to sit together, please book them in separate PNRs.
• If you want to assist your customers with Seat Select we recommend you do this via airnzagent.com.au to identify eligible seating options. However we reserve the right to move customers to ensure social distancing is maintained.
• Food and beverage services will not be available until at least May 25 on all domestic New Zealand flights.
• Hand sanitiser will be readily available, and our jet aircraft are also fitted with hospital-grade air systems that filter out viruses.

International:

• We will follow the International Air Transport Association (IATA) advice and we will endeavour to provide additional space for customers where possible. IATA advises the risk of transmission of COVID-19 from one customer to another on board is very low.
• As we have previously communicated our buy on board option Inflight Bites will no longer be available for purchase on any Air New Zealand short haul flight between New Zealand, Australia and the Islands, from 12 May to 30 June 2020. All customers will receive a meal and drink regardless of product type purchased.
• Premium Economy and Business Premier in flight experience will differ to normal in order to limit the contact between crew and passengers.

Traveling with Pets

Travel with pets is permitted, however we strongly recommend customers use an approved pet transporter when planning travel while we're at Alert Level 2. Pet travel continues to be subject to space available on the day of travel and our priority remains to be the carriage of essential cargo

Domestic New Zealand Network Update - Taupo and Timaru

Air New Zealand is pleased to announce the restart of both Taupo-Auckland and Timaru-Wellington routes from early next month.

The addition of Taupo and Timaru back into the domestic schedule means we will operate to all 20 domestic destinations we serviced pre COVID-19, albeit with reduced frequencies.

Taupo-Auckland and Timaru-Wellington will resume on 08 June 2020 and initially for both we will operate one return service on Monday, Wednesday and Friday. Additional frequencies will be reintroduced back into the schedule as demand permits.

The full schedule is as listed below:

Please continue to refer to airnzagent.com.au for the most up to date Covid-19 flexibility policy outlining options for your customers.

Air New Zealand thanks you for your patience and continued support