Trusting Air New Zealand with your data

Why we need to collect it

We want to provide you with an enjoyable travel experience and help transport you around the world. To do this, we need to collect personal information about you so we can make bookings for your travel and other goods and services you request from us or our trusted partners and third parties.

What we collect

We need your information to make bookings for you and to provide you with the goods and services you request. Information we collect for bookings include your name, date of birth, gender, contact details (e.g. phone, email), nationality, passport details, credit or travel card and occasionally bank details, loyalty programme details (e.g. Airpoints™ number), flight and freight details, flight preferences, requests for travel-related services, meal requests, special assistance requests and information about other people you are travelling with.

We may also collect health documentation from you (including evidence of vaccination, test results, or other health declarations) as necessary to comply with regulatory requirements or Air New Zealand policy.

Usually, we collect this directly from you when you interact with us, but we may also collect this through some of our trusted third parties if you have engaged with them as well, such as our partner airlines and service providers, Star Alliance, your employer (if you travel on a corporate programme), corporate travel arrangers, freight companies or travel agents.

How we use it

We may use your booking information to verify your identity, contact details and eligibility for travel, to contact you about your booking, notify you of your flight information and manage any disruptions, delays or emergencies that might affect you, other customers or our employees.

What we share

We need to share some of your booking information with our trusted third parties to provide you with the goods and services you request. We may need to share some of your information with our partner airlines, service providers, freight companies, travel agents, your employer (if you travel on a corporate programme) and corporate travel arrangers.

Your information may also be shared with customs and immigration authorities, who are required by law access to booking and travel itinerary information including "Passenger Name Record" (passport and associated personal information) for all passengers prior to travel. Information may also be shared with government agencies and authorities, law enforcement officials, or law courts if we believe disclosure is required by applicable law, regulation or legal process or in the interest of public health and safety.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We want to provide you with an enjoyable travel experience and help transport you around the world. To do this, we need to collect personal information about you so we can check you in and confirm your travel arrangements, as well as provide you with any other related goods and services you request from us or our partners.

What we collect

We need to collect your personal information to check you in and make sure you get the goods and services you've requested from us. The information we need includes your name, passport details, contact details (e.g. phone, email), Airpoints number, baggage details and if you are checking in an unaccompanied minor, we need to collect details of your relationship to the minor. If you use an automated baggage drop, we may also collect your biometric image to match your bag to your passport. You may also choose for us to record your coffee/tea preferences when you check-into our Air New Zealand lounges or choose to be notified of any delays or disruptions.

We may also collect health documentation from you (including evidence of vaccination, test results, or other health declarations) as necessary to comply with regulatory requirements or Air New Zealand policy.

Usually, we collect this information directly from you when you use our kiosks, websites or mobile apps to check-in. Sometimes, we may also collect this through some of our trusted third parties if you have engaged with them as well, such as our partner airlines if you will be transferring to an Air New Zealand flight and checked-in with them first or engaged one of our trusted third parties for other travel related services beforehand.

How we use it

We use your check-in information to verify your identity and eligibility for travel and to confirm your bookings with us. We will also use this information to manage our baggage processes and identify your baggage. If an unaccompanied minor is travelling, we will also use this information to update their travel status for you and provide the travel assistance you requested.

We may also use your information to contact you about your booking, notify you of your flight information and manage any disruptions, delays or emergencies that might affect you, other customers or our employees.

What we share

We need to share some of your check-in information with our trusted third parties to provide you with the goods and services you request, such as checking you in on flights you have booked with our partner airlines or other travel-related goods and services.

Your information may also be shared with customs and immigration authorities, who are required by law to access booking and travel itinerary information including "Passenger Name Record" (passport and associated personal information) for all passengers prior to travel. Information may also be shared with government agencies and authorities, law enforcement officials, or law courts if we believe disclosure is required by applicable law, regulation or legal process, or in the interest of public health and safety.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We always want to keep our customers and employees safe and secure. To do this we use CCTV to record and if necessary, monitor potentially suspicious behaviour, as well as to identify potential security and safety threats. We try to minimise the amount of personal information collected to only what is really needed for these purposes.

What we collect

We may record images or videos of you captured by our CCTV cameras, wherever you see signs in any Air New Zealand locations (in airports or elsewhere) telling you CCTV cameras are in operation.

How we use it

We use the CCTV footage to monitor and manage the security of our customers and employees, including identifying any potential threats to their safety or belongings. We may also use the footage to monitor the performance of employees, ensure regulatory compliance and manage emergencies which may affect our customers or employees.

What we share

We may need to share CCTV footage in some circumstances to assist government agencies, law and security enforcement authorities or airport and aviation security. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We want to provide you the best service we can so we may record your calls with us, so we can monitor employee performance and look for opportunities to improve our services. If you call requesting special meals or special assistance, we may also need to use your call as evidence of consent.

What we collect

We will record whatever information you provide us when you call. This can include your booking information, parking information, shopping information, compliments, complaints and concerns, business, corporate and government travel, website preferences, mobile app information, special meals and assistance, Airpoints membership and application information. If you do not want us to retain your call, you can request us to delete it. Learn more at How to control your data.

How we use it

We use your information internally to monitor our performance and look for opportunities to improve for next time you might call.

What we share

We don't usually share our call records with anyone outside of Air New Zealand but may need to disclose some information to meet our legal obligations to government agencies, law enforcement agencies and airport and aviation security agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We need to collect your information if you use our parking or car valet services so we can provide you with the services that you requested and look after your vehicle while you are away.

What we collect

When you use our car valet services we need to know your name and contact details (e.g. phone, email), your travel information and your vehicle details. We also need to collect information relating to your method of payment, and potentially your credit card details to process transactions.

How we use it

We will use your information to ensure we provide the services you requested and take care of your vehicle as best we can. We may also use your information to contact you about your vehicle or the services you requested.

What we share

We don't usually share our parking records with anyone outside of Air New Zealand, but we may need to disclose some information to meet our legal obligations to government agencies, law enforcement agencies and airport and aviation security agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We need to collect information relating to your shopping and retail transactions for our financial records and to complete any purchases you may make when you shop with us directly (in our Airpoints Store or Airpoints Mall online, via our mobile app or our in-flight entertainment service onboard) or when you shop with us indirectly (through rental agencies, travel insurance and other third parties we act as a sales agent for).

What we collect

We will collect information relating to your transaction, such as the total purchase amount, item, quantity and price of what you have bought. When you buy from us and we need to ship this to you, we will also need your name, a shipping address and contact information (e.g. email, phone). We may also collect your Airpoints number if you are paying using Airpoints dollars or your credit card details.

We usually collect your shopping information directly from you when you shop with us online, onboard a flight or at one of our retail outlets, but we may also collect your information indirectly from one of our trusted third parties when your shop with them. We will collect information about your transaction, including how much the transaction was for, when and where you shopped, whether you used your Airpoints card or Airpoints credit card when you shopped and any other information you consented to be collected and shared with us from the third party.

How we use it

We use your shopping information, so we can process your purchase and provide you with the goods and services you requested, and maintain a record to meet our financial reporting obligations. We may also need to use your information to verify your identity if you contact us about your orders, goods and services.

We may use your transaction information to better understand what goods and services you like so we can serve you more relevant goods and services in the future. Where possible, we de-identify and aggregate data as much as possible and only keep identifiable information for as long as is necessary.

What we share

In some cases, we will need to share your shopping information with some of our trusted third parties to complete your shopping purchases, such as shipping and freight companies and third-party providers (e.g. rental agencies, travel agents, insurance providers and other third parties we act as sales agent for). When we need to share your information, we share only what is necessary.

It is possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We want to provide you with an enjoyable travel experience and help transport you around the world. We record your compliments, complaints and concerns so we can monitor our performance, look for improvement opportunities and contact you if we need to. 

What we collect

In addition to your compliment, complaint or concern, we may collect your name, contact details (e.g. phone or email) and any other information if you provide it to us, such as who you were travelling with and your flight details. We only collect this information directly from you, if you choose to share the information with us. We suggest you share minimal personal information and if you including personal information of others, that you check they are happy for you to do so.

How we use it

We only use this information within Air New Zealand so we can monitor our performance and look for opportunities where we can do better. We may also use your contact information to contact you about your compliment, complaint or concern.

What we share

We don't share your compliments, complaints or concerns with anyone outside of Air New Zealand. It is possible we may need to disclose some information to meet our legal obligations to government agencies, law enforcement agencies or airport and aviation security agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We need to collect, process and share additional information when you travel under a business, corporate or government travel program. We also collect, collate and report information relating to your business, corporate or government travel for your travel provider to review and analyse.

What we collect

In addition to booking and check-in information, we collect additional information relating to your travel when you travel under a business, corporate or government travel programs, such as your name, passport and contact information. We may also collect your travel arranger details, business contact, cost centre details, preferences for hotels, rental cars, Travelcard transaction information and other related travel goods or services information. We usually collect this information from the business, corporate or government organisation you may be travelling with who may provide the information to us with your authorisation. We also collect information when you interact and use the travel related services we provide, such as Travelcard.

How we use it

We use your information to provide the travel-related goods and services requested and to administer the business, corporate or government travel program you are travelling under. If you use a Travelcard, your transactions and booking information (including names, booking reference and transaction details) will be clearly printed on the company statements we issue. We may also use the personal information you provide us to administer your Airpoints and Koru membership and status.

We may need to use your information to verify your identity if you contact us and provide assistance for any travel or travel-related services you have arranged with us. We may also use your information to contact you, your employer and/or travel arranger about your booking and travel-related goods and services you have requested, to notify you of your flight information and manage any emergencies or disruptions which might affect you, other customers or our employees.

What we share

We share your personal information with your employer and trusted third parties to provide you with the goods and services you or your business, corporate or government travel organiser requested. This includes your travel arranger details, business contact and cost centre details, preferences for hotels, rental cars. Travelcard purchases and other related travel goods or services. We may also need to share your information with our partner airlines and service providers to provide you with all the travel related services you requested. When we need to share your information, we share only what is necessary. Your business, corporate or government travel organiser may use this information to monitor and analyse your travel information.

It is also possible we may need to disclose information to meet our legal obligations to the airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

You have a right to know what information is used, and what it is used for, by Air New Zealand and your business, corporate or government travel organiser. Subject to our agreement with your business, corporate or government travel organiser, we will share your information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We want to give you the best experience we can online, on the ground and in the air. We collect information about your website behaviours and preferences so we can provide you with an easy, quick and enjoyable online experience when you interact with us and to show you special offers we think you might find interesting and relevant.

What we collect

We will collect and store your name, and contact details (e.g. email, phone) if you choose to save your details on our website so you can book faster next time. We may also record what pages you visit and your online behaviours when you visit any of our websites.

For more information about what information we collect, please check our websites' terms and conditions. You can restrict some of the information we collect by changing your cookies and/or browser settings, but this may limit the functionality of the website. To learn more, see How to control your data and our cookie policy. Please note that once you clear your cookies it is possible for new cookies that are set on your browser or device to be matched again to the profiles created by discarded cookies if you resupply information such as your name, email, address or phone numbers in a booking or log back into your Airpoints account and have cookies enabled in your browser setting.

How we use it

We use information about your website behaviour and preferences to continually improve our website so it's quick and easy for you to use. We also want to understand your online behaviour and what offers you read about, so we can continue to provide you with more relevant offers in the future. We may provide some of this information to some of our trusted third parties who help provide relevant content on our website. We will also use this information to inform our sales and advertising operations.

What we share

We share your online preferences with a number of our trusted third-party marketing agencies, so we can provide you with offers that we believe you might be interested in. We may also share information with sales, marketing and research agencies so we can better understand your preferences and any relevant trends. When we do this, we will de-identify and aggregate your information as much as possible to protect your privacy.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We want to give you the best experience we can when you are online, on the ground and in the air. We collect information about your use of our apps, so we can provide you with an easy, quick and enjoyable travel experience when you interact with us and to show you special offers we think you might find interesting and relevant.

What we collect

When you use the app and search flight information we collect information relating to your Air New Zealand account, including your passport information, country of residence, user ID, name, payment card details, and conversations you may have with Oscar. We may also collect your location data if you allow us to so that we can show offers for travel-related goods and services near your location that we think may be useful for you. If you use our app we will record your booking history, booking references, check-in information, information about those you may be travelling with, as well as unaccompanied minors and/or those who are collecting or dropping them off. We may also collect information about how you use and interact with us through our app using cookies and other similar technologies.

For more information about what we collect, please check your app's terms and conditions. You can restrict some of the information we collect, but this may limit the functionality of the app. To learn more, see How to control your data and our cookie policy.

How we use it

We use information collected through our app to provide you with the travel-related goods and services you requested, to make it easier for you to manage your bookings, enable paperless check-in and boarding and administer your Airpoints and/or Koru membership accounts. We also use our apps to contact you and notify you of any potential travel disruptions or alerts that may be relevant to you.

We use the information about how you use and interact with our app to continually improve our app so it's quick and easy for you to use and to inform our internal customer, sales and advertising operations.

What we share

Our apps may also include third party cookies and tags which may collect your IP address, device ID, session ID, Globally Unique ID (GUID), user ID, information about your Airpoints membership status and/or Koru membership. This information is shared with some of our trusted sales, marketing and data research third-party agencies so we can better understand your preferences and any relevant trends. When we do this, we will de-identify and aggregate your information as much as possible to protect your privacy.

It is possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We collect information relating to you and your use of Oscar so we can provide you with the travel assistance you request and to continuously improve our operations and services.

What we collect

Oscar sometimes needs to collect personal information to verify who you are and provide you help. This includes your name, Airpoints account number, address, date of birth, membership status, email address, username and booking details. We will try to minimise the personal and sensitive information we collect from you, but we can't help collecting any other information you provide in the conversations you have with Oscar. We will record your conversations with Oscar, as well as your IP address and session ID. If you are logged into your Air New Zealand account when you chat with Oscar, then we will also know your Air New Zealand account information and may match your conversations against your account if we need to.

How we use it

We use your information to provide any help you request from Oscar. We also store your conversations for a short period of time in case Oscar needs to share your conversation with one of our customer service representatives so our staff can quickly understand your issue and provide further assistance.

Conversations are also used to continuously train Oscar so he can better learn how you like to interact with him and the best ways to respond and help you. We will de-identify your data to protect your privacy when using your conversations to train Oscar.

What we share

We may need to share your information with a number of trusted third parties, such as partner airlines, Star Alliance, government and marketing agencies. This is to facilitate your travel with us or improve our services.

Oscar is hosted on several third-party platforms which means your conversations will pass through a third party, although they have contractually agreed not to track or store your information. Depending on how you have interacted with Oscar, your information will pass through either:

1. Google Assistance
2. Amazon Alexa
3. Facebook Messenger

If you request that Oscar puts you in contact with an employee from our Contact Centre to help your use of Live Chat, we will use a trusted third-party platform to facilitate our interaction with you.

It is possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We want to provide the best possible travel experience we can. That includes catering to your special dietary and medical requirements by providing appropriate meals choices. In order to do this, we need to collect information that may be sensitive to you and disclose information relating to your dietary requirements, religious beliefs or medical needs.

What we collect

We try to minimise the personal and sensitive information we require from you, while still helping you with the special meals that you require. We may also collect any information relating to your dietary or medical requirements or religious beliefs that you provide to us.

How we use it

We only use this information to help you and provide you with the special meals or assistance you request. We may also analyse this information to inform our operations of whether we should change or expand some of our menus options so we can better cater to our customers' requirements. When we do this, we de-identify and aggregate your information to protect your privacy.

What we share

We may need to share information relating to your special meals with some of our trusted third parties in order to facilitate your requests. This includes our partner airlines whom you may have also booked with through Air New Zealand, other service providers and/or our suppliers.

We will share your personal information with you if you request it. Learn more at How to control your data.

You may also be able to delete your information and withdraw your consent to our use of your data to provide special meals by updating your Air New Zealand account profile online or by calling our contact centre. Learn more at How to control your data.

Why we need to collect it

We want to provide the best possible travel experience we can. That includes catering to your special assistance requirements where we can, such as providing special travel assistance like wheelchair support. To do this, we need to collect information which may be sensitive to you and reveal information relating to your medical and other needs for special assistance, including wheelchairs, visual or hearing impairment, service dogs or artificial limbs.

What we collect

We try to minimise the personal and sensitive information we request from you, while still being able to help you. We may collect any information relating to your medical requirements or other special assistance requirements that you provide us.

How we use it

We only use this information to help you and provide you with the special assistance you request. We may also analyse this information to inform our operations of whether we should change or expand some of our services so that we can better cater to our customers' requirements. When we do this, we try to de-identify and aggregate your information as much as possible to protect your privacy.

What we share

We may need to share information relating to your special requests with some of our trusted third parties in order to facilitate your requests. This includes our partner airlines whom you may have also booked with through Air New Zealand, service providers and/or our suppliers.

We will share your personal information with you if you request it. Learn more at How to control your data.

You may also be able to request that we delete your information and withdraw your consent by updating your Air New Zealand account profile online or calling our contact centre. Learn more at How to control your data.

Why we need to collect it

We want to give you the best experience we can online, on the ground and in the air. We collect information about you in our surveys so we can better understand your travel experience and feedback. We use this information to improve our services and operations so we can provide you with a better service.

What we collect

Our surveys can vary. Often, we give our Airpoints members the opportunity to complete a short survey once you have travelled with us. These surveys ask for your feedback about our lounges, crew, facilities, services and products. We might also ask you to disclose what age and income bracket you are in, gender, ethnicity, your closest airport, how long you have been in New Zealand and whether you want to be in the draw for a prize – if yes, we also need your email in case you are the winner. We will only collect your survey responses with your explicit consent. So, if you do not want to share this information then you don't have to.

We also do a range of other surveys which can collect a range of different information which can vary across each survey. We try to be as transparent as possible in our privacy notices for these surveys about what information we are collecting, how we are going to use it and who we may share it with. We often get sales, marketing and research agencies to analyse survey results. But, we collect only what we need and de-identify and aggregate your information as much as possible to protect your privacy. We may also share the subsets of information we are interested in for analysis. Again, we will only collect and share your survey responses with your consent, so if you do not want to share this information then you don't have to.

How we use it

We use survey results and analysis to inform our internal operations and customer services so that we can continuously improve and provide you with a better travel experience when you fly Air New Zealand as well as a more relevant range of goods and services.

What we share

We may share the survey information you provide us and consent for us to share. Who we may share your survey information with can vary across each survey, so it's best you check the privacy notice of the surveys you complete for a clearer understanding of what we are sharing and with whom. We usually get sales, marketing and research agencies to analyse survey results. But, we collect only what we need and de-identify and aggregate your information as much as possible to protect your privacy. We may also share the subsets of information we are interested in for analysis.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We need to collect and share additional information to administer your loyalty programmes and memberships. You can earn Airpoints Dollars and Status Points if you are travelling under one of our business, corporate or government travel programmes and provide additional travel related services your employer has requested.

What we collect

We need to collect your name, date of birth, address, email and phone number to register your membership. With your consent, we also collect information relating to your bookings and purchase history with our retail and service partners to administer the Airpoints that you earn. This includes information relating to any purchases you make using your Airpoints Membership, such as your Airpoints number, name, the date and time of purchase, the retailer you purchased from and how much your total purchase was. We also record your preferences for receiving partner or other product and services related emails, as well as what types of goods and services you purchase at a categorical level e.g. Homeware, gardening, groceries or liquor.

For more detail on what information we collect, please see our Airpoints and Koru terms and conditions.

How we use it

We use your information to contact you about your loyalty programme and membership details, to notify you of any relevant changes and show you special offers we think you might be interested in and to administer your Airpoints or Koru memberships and transactions.

For more detail on how we use your information, please see our Airpoints and Koru terms and conditions.

What we share

We share some of your information with our trusted third parties, so we can manage your participation in our Airpoints and Koru membership programmes. This can include your name, date of birth, address, email and/or phone number to verify your identity, as well as your Airpoints membership number. These third parties include our partner airlines, retailers and service providers. We try hard to share as little information as possible to administer your membership and reduce your privacy risk.

With your consent, we also share some of your transactional data with our partner retailers and service providers to give them insight into what goods and services our customers are interested. When we do this, we de-identify and aggregate to protect your privacy. We may also share this information with some of our sales, marketing and research third-party agencies so we understand what Air New Zealand partners give you the most value. We use this information to improve our loyalty and membership programmes and to make it more relevant for our customers.

It is also possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.

We will share your personal information with you if you request it. Learn more at How to control your data.

Why we need to collect it

We strive to provide exceptional travel related services for you, as well as helping you travel around the world. This includes transport and shipping services for business and personal cargo. Our specialised team transport many types of cargo including goods, livestock, pets, produce, meat and plants. To transport your valuable and precious cargo, we need to collect and use personal information to manage your cargo. When we transport your goods internationally, we also need information about you and your cargo for local and international customs and biosecurity requirements.

What we collect

We may need to collect information about you as the sender, recipient or owner of the cargo so that we can contact you and provide you with the services you've requested. We may collect specific information relating to your cargo when it is likely to need special care and attention during its travel. This may include information for when we receive your cargo from you, load and offload it on an aircraft, care during transit, process it through biosecurity or customs, or deliver it. We will collect any information you provide us about the contents and care for your cargo.

Its possible information about your personal cargo could infer information relating to your medical requirements, health information, religious beliefs, political beliefs, affiliations, sexual orientation or sex life depending on its contents. We appreciate that the contents of your cargo may be sensitive and take care to protect your privacy.

For more information on what we may need to collect, please see our Cargo terms and conditions. 

How we use it

We use the information you provide us to provide you with the cargo services you requested. This includes information to contact you about your cargo and provide updates about it, care for your cargo, process it through biosecurity and customs on your behalf, and deliver it according to your instructions.

For more information on how we may use your information, please see our Cargo terms and conditions.

What we share

We may need to share your information with some of our trusted third-party ground-handlers for the purposes of transporting your cargo safely and securely. We may also need to share some information with international biosecurity and customs offices, and any other agencies that you may engage to receive your cargo.

It is also possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies, law enforcement bodies or government agencies. When this happens, we are careful to make sure that this is both lawful and necessary.