How to control your data

Privacy is about control.

To ensure that you have some say in the way your personal information is collected, used and shared, privacy law gives you rights that help you to retain that control. 

At Air New Zealand, we know that being open, transparent and honest will enable you to trust us.

We know these rights are very important to you. For us, they form a big part of our culture to ensure that customers are at the core of everything we do. We're committed to 'think privacy & do the right thing'.

If you can't find what you're looking for ask us.

Your right to know

We believe you own your personal information. You have the right to know what information we hold about you, and request a copy of it, to correct your information, and you may have the right to ask us to erase your information in special circumstances. You may also have a right to tell us if you want us to stop using it in certain ways.

To learn more, the types of information we may hold about you are listed in the Trusting Air New Zealand with your data section.

You can access a lot of the personal information we hold about you yourself, by signing into your Air New Zealand online account. There you can see a lot of the personal information you have provided us as well as most of the information we have collated relevant to your account and relevant interactions you have had with us. 

If the information you're looking for is not in your Air New Zealand online account then you can request it from us by using our online request form. But, before we can process your request, we will need to confirm your identity to ensure you are authorised to access and obtain a copy of your information.

Process to request personal information

You can request a copy of the information we hold about you from the "Manage Account" section in your Air New Zealand account profile. If the information you are looking for is not in your Air New Zealand online account, or you don't have an account with us, you can make a request to access your personal information or to obtain a copy of the information you have provided us with our online request form.

If you make a request to access or obtain a copy of your information, we will need to confirm that you're authorised to access the information. This might involve asking you some security questions, checking your identity documents or verifying your signature. Please understand that we must do this to protect your privacy.

We will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. Where we cannot decide within 20 working days, we'll let you know and explain why.

What if we say no?

We will try to be as open as we can with you, but sometimes we may not be able to meet your requests because we cannot identify or verify you, do not hold the type of information you have requested or we have an obligation to withhold that information. For example, we may not be able to meet your requests where the information is not personal information about you, is commercially sensitive, is legally privileged, relates to the personal information of another person, or it may impact on the safety or security of our employees or customers to release it. In these circumstances, we will withhold the information but we'll try our best to explain why.

If you're unhappy with the decision we've made about your request for a copy of your personal information, then let us know by explaining this through the online request form.

You can correct and update a lot of the personal information we hold about you yourself by signing into your Air New Zealand online account from our website. Here you can see most of the details we hold about you and you can manage your preferences and communication options.

If the information you're looking for is not included in your Air New Zealand online account, then you can request us to update or correct your personal information by contacting us through the online request form.

Process to update & correct information

If you are seeking general assistance relating to your Airpoints account, please visit our Airpoints FAQ page, call our Airpoints team on 0800 247 764 or ask Oscar our helpful chatbox.

You can make a request to correct or update your personal information using our online request form, we will need to confirm that you're authorised to access the information. This might involve asking you some security questions, checking your identity documents or verifying your signature. Please understand that we must do this in order to protect your privacy.

We will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. Where we cannot decide within 20 working days, we'll let you know and explain why.

What if we say no?

We'll try our best to correct any information that you believe is inaccurate. But, if we do not agree that the information should be corrected, we'll attach your request to the disputed information in your Air New Zealand online account as a "statement of correction".

If you're unhappy with the decision we've made about your request correct your personal information, then let us know by explaining this through the online request form.

In some cases, you may have the right to ask us to delete your personal information. You can delete some information we hold about you yourself by signing into your Air New Zealand online account from our website and removing the information in fields that are not mandatory.

If the information you want to delete cannot be found or you are unable to delete it yourself, you can request it be deleted by contacting us through our online request form. We may not be able to delete everything, but we will let you know if there is any information we can't delete. For instance, we may need to keep some information about our financial recording obligations. We also may not be able to delete all the information held by some of our third parties, so you may want to approach them directly.

If you ask us to delete all your information, we will be unable to reverse this in the future. This will mean that you will lose all the Airpoints you have earned and records of any other benefits you may have been entitled to.

Process to delete information

You can delete information we hold about you yourself by signing into your Air New Zealand online account from our website and removing the information in fields that are not mandatory. If the information you want to delete cannot be found or you are unable to delete it yourself, you can request it be deleted by contacting us through our online request form.

When you make your request, we will need to confirm that you're authorised to request the information is deleted. This might involve asking you some security questions, checking your identity documents or verifying your signature. Please understand that we must do this in order to protect your privacy.

We will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. Where we cannot decide within 20 working days, we'll let you know and explain why.

If you wish to close your Air New Zealand online account, you can request this by contacting our Contact Centre at 0800 737 000 (or +64 (0)9 357 3000 if you're not in NZ) or through our online request form.

What if we say no?

All requests for deletion of personal information will be considered individually, please note that in some circumstances not all personal information may be deleted. We will let you know if and when that applies to your request. Some personal information may need to be retained for compliance with other applicable laws.

If you're unhappy with the decision we've made about your request for deletion of your personal information, then let us know by explaining this through the online request form.

You have the right to close your account. Closing your account will deactivate your Airpoints membership. This means you will no longer be able to earn Airpoints dollars and we will no longer collect, process or store new information relating to the purchase of goods and services against your account. This also means you will no longer be able to spend or redeem any earnt Airpoints in any way and any existing Airpoints dollars balance will be permanently lost. Closing your account is reversible and it is possible to reactivate it any time by contacting us.

Closing your account does not automatically trigger the deletion of your personal information. This is just in case you want to reactive it a later point in time. If you don’t think you want to participate in our Airpoints programmes again in the future, you can also make a request to delete your personal information.

Process to close your account

If you wish to close your Air New Zealand online account, you can request this by contacting our Contact Centre at 0800 737 000 (or +64 (0)9 357 3000 if you're not in NZ).

When you make your request, we must take steps to confirm that you're authorised to request the account closure. This might involve undertaking checks to verify your identity, such as asking you some security questions or viewing your identity documents. Please understand that we must do this in order to protect your privacy.

Generally, we are able to action account closure requests over the phone. Where we are unable to process your request over the phone, we will try our best to respond to your request as quickly as possible and no later than 20 working days after you make your request. If for some reason we are unable to action your request within 20 working days, we'll let you know and explain why.

What if we say no?

All requests for closing an account are treated seriously and we will do the best we can to meet your request in a timely, efficient way. In some cases, such as where your Air New Zealand online account is linked to an active credit card, we may need to refer you to your bank or another third-party provider who can assist with closing your account. If this is necessary, we will explain to you why we are unable to action your request.

If you're unhappy with how we have handled your request to close your account, then let us know by explaining this through the online request form.

If you believe a minor has provided us personal information without parental or guardian consent, the parent or guardian can contact us through the online request form and we will do our best to delete all of the minor's personal information.

We will also access, update and correct their personal information following our processes to access and correct your personal information and to delete your information.

When you make a request relating to a minor, we must take additional steps to confirm you are authorised to access, correct or delete that information. This will involve security questions, checking identity documents or verifying your signature. Please understand we do this to protect the privacy of the individual.

We like to talk to our customers, especially when we've got great ideas and deals to share. But we accept that sometimes you might not want to hear from us in that way, and we respect that choice.

You can ask us not to use your personal information for communications, marketing or promotional purposes at any time. Here are a few easy ways to do this:

  • Unsubscribe to our marketing emails using the unsubscribe function on our Air New Zealand mobile applications (but note that we will still contact you from time to time to manage the services you have asked us for).
  • Update your communication options through your profile when you sign in to your Air New Zealand online account.
  • Call our Contact Centre on 0800 737 000 (or +64 (0)9 357 3000 if you're not in NZ) for general marketing subscription preferences.
  • Visit our Airpoints FAQ page or call our Airpoints team on 0800 247 764 for marketing preferences relating to your Airpoints account and information.
  • Contact us via our website through our online form.

Like many businesses, we use cookies and other technologies to allow us to enhance and personalise your online experience.

We have a cookie policy that explains the information we collect and why. It also explains what cookies are and how you can enable or disable them.

If you don't want us using your personal information to personalise your online experience, you can contact us through the online request form.

We respect that you own your personal information and that you should have a say in how it is collected and used. In some circumstances, you may have the right to ask us to stop using your personal information in certain ways. To do this, you should contact us through the online request form. We will try our best to stop using your personal information in ways that you aren’t comfortable and give you confidence that takes your privacy seriously, taking measures we take to anonymise and aggregate data to protect your privacy where possible.

Air New Zealand is headquartered in New Zealand and has appointed a Global Chief Data Protection and Privacy Officer for you to contact if you have any questions or concerns about Air New Zealand's personal information processes and privacy practices.

Global Chief Data Protection and Privacy Officer: Jacqueline Peace

Contact: email privacyofficer@airnz.co.nz or contact us through our online request form.

 

Your right to choose