Complaints and dispute resolution
How to complain, what we will do, and who to go to if we do not fix it. Having a published complaints process is a condition of our accreditation, and we would rather you used it than went quiet.
On this page
01Step one — tell us
Email support@kiwiflights.co.nz with "Complaint" in the subject line, or call +64-800-700-093. Include your booking reference, what happened, and what outcome you want.
| What we do | When |
|---|---|
| Acknowledge in writing with a reference number | Within 2 business days |
| Assign a consultant not involved in the original booking | Within 5 business days |
| Give you a substantive written response | Within 20 business days |
| Where the airline must respond first, keep you updated | Every 15 business days until resolved |
If we got it wrong we will say so plainly and put it right. We do not require you to sign a confidentiality agreement to receive a remedy.
02Step two — internal review
Not satisfied with the answer? Reply and ask for a review. A director who has not previously handled the matter will look at it afresh and respond within 15 business days.
This step is free, and using it does not affect your right to go to an external body or a tribunal instead or afterwards. It also does not stop time running on any limitation period — if a deadline matters to your claim, get advice.
03Step three — external
You can go to any of these at any time, including before completing our internal process:
- Citizens Advice Bureau — cab.org.nz, 0800 367 222. Free independent advice on your options.
- Consumer Protection (MBIE) — consumerprotection.govt.nz, 0800 943 600.
- Commerce Commission New Zealand — comcom.govt.nz, 0800 943 600. For misleading conduct and systemic issues.
- Disputes Tribunal — claims up to NZ$30,000, low filing fee, no lawyers.
- Office of the Privacy Commissioner — for privacy complaints, privacy.org.nz, 0800 803 909.
You can go to any of these at any time, including before completing our internal process:
- Your state or territory consumer affairs agency — NSW Fair Trading, Consumer Affairs Victoria, Office of Fair Trading QLD, Consumer Protection WA and equivalents. Free conciliation of individual disputes.
- Australian Competition and Consumer Commission (ACCC) — accc.gov.au, 1300 302 502. For systemic or misleading-conduct issues.
- State tribunals — NCAT, VCAT, QCAT, SACAT and equivalents. Low cost, no lawyers required.
- Office of the Australian Information Commissioner — for privacy complaints, oaic.gov.au, 1300 363 992.
- Aviation Consumer Ombudsperson — for complaints about airlines and airports, once the scheme established by the Aviation Consumer Protection Bill 2026 commences. An interim ombudsperson currently sits within the Department of Infrastructure but has no formal resolution powers.
04Complaints about an airline
Where your complaint is really about the airline — a cancellation, damaged baggage, service on board — raise it with us anyway. We will lodge it with the airline under our agency relationship, which usually gets a faster and better answer than a customer complaint form, and we will keep pushing.
We do not charge for this, whether or not you booked the ticket through us at a discount.
§Contacting us about this document
KiwiFlights NZ Limited · NZBN 9429 0512 8874
Unit 205, 26 Morningside Drive, Morningside, Auckland, 1025, NZ
support@kiwiflights.co.nz · +64-800-700-093 (within New Zealand) · +64-800-700-093 (international)
This page describes the New Zealand trading entity. If you booked in the other market, switch the jurisdiction above — the contracting entity, currency and governing law are different.
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