Trusting Air New Zealand with your data

We want to protect your privacy.

Privacy is about protecting your personal information from unintended use or disclosure. "Personal information" refers to any information which may be able to identify you or any other individual, such as names, date of birth, unique identifiers, passport numbers, itinerary details, passenger name record, phone numbers, IP addresses, email or other contact addresses.  Privacy also considers other sensitive or special categories of personal information which may put you at risk if combined with your personal information, such as:

  • Physical or mental health
  • Race and ethnic origin
  • Religious beliefs
  • Biometric information (for ID purposes)
  • Trade union membership
  • Genetics
  • Sex life or sexual orientation
  • Criminal information

At Air New Zealand, we understand that you own your information and have entrusted it to us. We aim to protect your privacy and manage any other sensitive information we may have very carefully. We also try to limit our collection and use of it as much as possible.

To learn more about the lawful basis which we process your information, please click here.

How we collect, use and share your information

As an international airline, we need to collect personal information about our customers and passengers. We collect this directly from you and through some of our trusted third parties to provide you the travel experience, products and services you request. How we collect your information will differ depending on the circumstances which we interact with you and the services or products you request. We may also collect your information through one of our trusted third parties.

Here we explain how we collect personal information, what types of personal information we collect about you, and how we use it.

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

On the ground

While we love to transport you around the world in comfort and style, a lot of our work is done on the ground. As part of this, we have business activities where we collect personal information about you. This could include information you provide us directly or information collected that you have provided to others and have authorised to share with us. We use this information to provide the goods and services you request from us and to inform and improve our business operations.

Depending on the different goods and services you request, and our different business activities, we may need to share your information with some of our trusted third parties. When this happens, we try to anonymise or de-identify and aggregate your information as much as possible and share only as much identifiable information as our partners need to try to protect your privacy.

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.

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 and contact details, 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.

It is also possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies and regulatory bodies, 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 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.

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 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

It is also possible we may need to disclose some information to meet our legal obligations to the airport and aviation security agencies and regulatory bodies, law enforcement bodies or government agencies such as Customs and Immigration. 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 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.

You have a right to know what information is shared and collected by Air New Zealand from 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 about your information collected by Air New Zealand at How to control your data.

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.

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 about accessing your information held by Air New Zealand at How to control your data.

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 our 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.

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

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.

Why we need to collect it

Our people, Air New Zealanders, drive us to be among the world's best, in all aspects of our operations. This means we want to recruit the best people, from all over the world to represent us and be the face of Air New Zealand wherever we are. To make sure our applicants are the right fit, we need to collect and process some of your information.

What we collect

We need to collect your name and contact details (e.g. email, phone) as well as information relating to your suitability to the role which you apply for. This includes your work history, evidence of your academic and professional certification, skills, talents, interests, experience and people you have nominated as your references. We usually collect this information directly from you, but sometimes you provide this information to a third party who will provide your information to us with your consent.

Depending on the role you apply for, we may also ask for your consent to run a background check, criminal history check, credit check, education or qualification check and/or medical check. We may also check some of your social networking profiles, such as LinkedIn.

How we use it

We use your application information to see if you are a good fit for the role you have applied for and for Air New Zealand. We think this is important to get right since we want to recruit the best people for our organisation and make sure we will be the right fit for you too.

What we share

We will only share your information with third parties with your consent for the purposes of carrying out background checks, criminal history checks, credit checks, education or qualification checks and/or medical checks. We will try to share as little information as possible to communicate who you are and to verify your identity for these purposes. This means we will share some of your information with law enforcement bodies, government agencies, your references, past employers, education and certification providers and medical practices, where required.

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.

In the air

Why we need to collect it

We want to provide you with an enjoyable travel experience and help transport you around the world. When you request entertainment on your flight bookings, we want to make sure we provide you with entertainment that you will enjoy and is relevant so that you can have the best experience in the air possible.

What we collect

We need to collect information about your in-flight entertainment when you order any goods or services on-board, so we can process your request and help you. We will monitor your use of the in-flight entertainment so we can understand what features are most relevant to you and what type of content you like to watch so we can improve our in-flight entertainment system in the future. We also monitor your preferred setting preferences, audio and audio-visual preferences, playlists, Airpoints transactions and whether you are an Airpoints or Koru member. We do not collect or analyse your conversations using our seat chat function.

If you log into your Air New Zealand account using our in-flight entertainment system, we will also collect any account information you provide to be updated or corrected in the system.

If an unaccompanied minor is travelling, then we will also collect their information so we know to block adult-rated content.

How we use it

We use your information to provide you with the goods and services you order using our in-flight entertainment systems, such as food, beverages and merchandise.

We monitor what content you watch and what features you use (e.g. seat chat) so we can understand what our passengers like so that we make sure our in-flight entertainment system is relevant to you.

If an unaccompanied minor is travelling, we use their information (e.g. seat number) so we know to block adult-rated content.

What we share

We need to share some of your information with our in-flight entertainment system service provider so that we can analyse what content and features you liked the most so we can make updates to improve our in-flight entertainment system. When we do this, we de-identify and aggregate your personal information as much as possible to try and protect your privacy

If you order goods and services from our in-flight Air New Zealand shopping mall, we may also need to share some of your information with our service and retail partners and freight companies so we can complete your order and, if we need to, deliver it to you. When we need to do this, we try to minimise the information we share to try and protect your privacy.

Why we need to collect it

We want to give you the best experience we can in the air and provide you with access to our in-flight Wi-Fi service if you request it. To provide you with the in-flight Wi-Fi you request and pay for, we need to collect information from you. We may also collect information relating to your use of in-flight Wi-Fi so we can monitor our in-flight Wi-Fi service, continue to improve it in the future and show you special offers we think you might find interesting and relevant.

What we collect

To provision your in-flight Wi-Fi access, we need to collect your name, email address and credit card details. We also need to record your device MAC address, session ID and flight number. We will record your Airpoints membership number if you give it to us. We also collect your booking reference in case you have a query with us later, such as requesting a refund, and may also record, using cookies, what pages you visit and your online behaviours when you visit any of our websites.

If you choose to use in-flight Wi-Fi under your employer’s corporate programme, we will also need to collect specific information relating to your employment, so we know you are authorised to use the in-flight Wi-Fi service.

For more information about what information we collect, please check our in-flight Wi-Fi's terms and conditions. You can restrict some of the information we collect when you browse from your device by changing your cookie preferences. To learn more, see our cookie policy.

How we use it

We use most of the information you provide us to provide you with access to our in-flight Wi-Fi. We use information about your use of our in-flight Wi-Fi so we can monitor our in-flight Wi-Fi service, continually improve our in-flight Wi-Fi services, provide our customers with relevant offers and content, and inform our sales and advertising operations. We may share some of this information with our trusted third-parties so they can provide relevant content on our website.

What we share

We need to share some information about who you are and the device you are using to our third-party service providers who assist us in processing your payments for in-flight Wi-Fi and provisioning your in-flight Wi-Fi access.

We share information about your use of our in-flight Wi-Fi services with a number of our trusted third-parties 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 online behaviour and ensure our in-flight Wi-Fi capabilities meet your needs. When we do this, we try to 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 want to provide you with 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 which may be sensitive to you and reveal information relating to your dietary requirements, religious beliefs or medical needs.

What we collect

We try to ask for minimal personal and sensitive information while still being able to help you. We may collect any information relating to your dietary or medical requirements or religious beliefs that you provide 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 analyse this information to inform our operations of whether we should change or expand some of our menu options in order to 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, service providers and our suppliers with your consent.

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 the best possible travel experience we can. That includes catering to your special requirements where we can, such as providing special travel assistance. 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 ask for minimal personal and sensitive information while still being able to help you. We may also 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 in order to 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 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 and use this to improve our services and operations. We use this information so we can provide you with a better service.

What we collect

Our surveys can vary. We give our passengers the opportunity to complete a short survey about your experience with us while you are in the air. 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 will share your personal information with you if you request it. Learn more at How to control your data.

How we use it

We use survey information to inform our internal operations and customer services so that we can continuously improve and provide you with a better travel experience next time you fly Air New Zealand, as well as a more relevant range of goods and services. Therefore, we may analyse these for trends and data insights, and read any comments you provide as feedback.

What we share

With your consent, we may share the survey responses with 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 help protect your privacy. We also only share the subsets of information we are interested in for analysis with third-parties.

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 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 provide you with an enjoyable travel experience and help transport you around the world. We may record your interactions with our aircrew, including any compliments, complaints or concerns you raise, or any incidents which involve you or those you are travelling with.

What we collect

In addition to your interactions with aircrew, compliments, complaints, concerns or incidents which involve you or those you are travelling with, we may collect your name, contact details (e.g. phone, email) and any other information if you provide it to us, such as who you were travelling with, your summary of an incident and your flight details.

How we use it

We use this information so we can understand your experience with us in the air and look for opportunities to improve our services. We may also use your contact information to contact you about your interactions with our aircrew, compliments, complaints, concerns or any incidents which involve you or those you are travelling with.

If we believe you or those you are travelling with may disrupt those around you on your next flight or may be a danger to other passengers or employees, we may share this information with our partner airlines, airport and aviation security, law enforcement bodies or other government agencies if we believe this is necessary.

We may also use information about your experience or interactions with our crew, compliments, complaints or concerns for training purposes.

What we share

We don't share information about your interactions with our aircrew, compliments, complaints, concerns or any incidents which involve you or those you are travelling with any third parties unless we need to. It is possible we may need to disclose some information to meet our legal obligations to notify our partner airlines, airport and aviation security or law enforcement bodies or other government agencies if we believe you or those you are travelling with may cause a disruption on your next flight or may be a danger to other passengers or employees. 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.

How we look after and protect your information

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

Protecting your information

We have dedicated privacy and security teams to keep your personal and sensitive information safe. We have implemented physical and IT security and privacy measures and processes to minimise the risk of unauthorised use or disclosure of information and protect your payment and credit card details by encrypting them when they are transmitted or stored.

Our employees also receive privacy training and we have built a culture of care around handling personal information. 

As part of protecting your information, we take care of:

  • Encrypt information when it is transmitted
  • Require third parties to agree to our Code of Conduct, undergo a due diligence process, comply with our applicable data protection laws, be subject to privacy impact assessments as per industry standards and expectations, comply with our internal information security requirements, and include relevant contractual clauses and addendums to maintain our privacy and data protection standards
  • Require our employees, service providers and third parties to only have access to the minimum information required to effectively perform their duties and responsibility
  • Train our employees how to recognise and handle personal information, and how to identify and respond to potential privacy incidents swiftly and effectively

Please contact us if you would like more information using our online form.

Retention and disposal of your information

We try to only keep your information for as long as we believe is reasonably necessary. We review our privacy policies, including data retention and disposal, and de-identify and aggregate information wherever possible.

Please contact us if you would like more information using our online form.