Air New Zealand online payments down across country

Air New Zealand chief commercial officer Jeremy O’Brien said the airline was working to resolve the issue.

Air New Zealand’s online payment systems are down, affecting website and app bookings and fare adjustments across the country.

Customers trying to buy flights or adjust their bookings online after 3pm today have been met with a notice that says the airline is “unable to take payment”.

Air New Zealand chief commercial officer Jeremy O’Brien said the airline was working to resolve the issue in a statement at 5.30pm today.

“We are currently experiencing an issue with our online payment systems, meaning customers can’t make payments for bookings through our website or app.

“Our teams are working hard to identify the cause and get services back up and running as quickly as possible.”

O’Brien said in-person payments at airports and the Airpoints Store are unaffected.

“We apologise for the inconvenience and thank our customers for their patience while we work through this.”

One Air New Zealand customer, who asked not to be named, first encountered the issue about 3.35pm while trying to adjust their flexi-fare flight.

“I booked a flexi-fare for this reason, to change at the last minute, but sadly, they can’t take any form of payment online, via the call centre.

“I was told this over the phone from an Air NZ staffer after being on hold for just under 30 minutes.”

The traveller said he was lucky to have already booked accommodation in Christchurch but was trying to get home to Auckland earlier due to a change in circumstances.

“I’m sure lots of others will be affected,” he said.

Jaime Lyth is a multimedia journalist for the New Zealand Herald, focusing on crime and breaking news. Lyth began working under the NZ Herald masthead in 2021 as a reporter for the Northern Advocate in Whangārei.