How to claim Damaged items / products from Air New Zealand airlines?

Procedures for Claiming Damaged Items in Air New Zealand

To claim damaged items or products while traveling on an Air New Zealand flight, you should follow the below steps.

Report the Damage

Any damaged baggage needs to be reported within the time limits.

At the Airport:

• If your items / products are damage while collecting from the baggage (Checked baggage), you can report by visiting the “Baggage Service Desk” upon arrival for assessment.

If you’ve left the airport:

• If you noticed your items (Hand luggage) had damaged after leaving the airport, you may report it to Air New Zealand Staff.

Report within 4 Days:

• If your flight arrived within the last 4 days, you can complete and submit a damaged baggage report online.
• After submitting your report, you can update your damaged baggage report with any additional details you need.

Report after 4 days:

• If you forgot to report within 4 Days, you may use Damaged Baggage Claim Form to report and mail to your nearest Baggage Services Office.
• The Staffs will help to raise the report in the system and you’ll manage to report Damaged Baggage Online.

Essential Documents to report

1. Photograph the Damaged Item: Clear photos of the item and packaging to document the damage.
2. Keep Your Receipts: Produce the receipts / proof of purchase for the damaged items,
3. Packaging: If the packaging was damaged, take photos and present it while claim.

What is the Time Limits to report about the Damaged Products?

All damaged checked baggage must be reported within the time limits given below. The claim will be evaluated and processed in accordance with the applicable liability limitations.

How to File a Claim in Air New Zealand Airlines?

1. Visit Air New Zealand website
2. Go to Baggage section or Customer Service portal.
3. You’ll need to fill out a Property Irregularity Report (PIR) at the airport.
4. Attach the Photos of the damage.
5. Any receipts for the damaged items.
6. Enter Your flight and contact details.

Air New Zealand Airlines Customer Service

Postal address:
Air New Zealand Customer Relations
Private Bag 92007
Auckland 1142
New Zealand.

General enquiries freephone (within NZ): 0800 737 000
Phone: +64 (0)9 357 3000

How much reimbursement get from Air New Zealand Airlines for Damaged items?

**Immediate Compensation: 1,288 Special Drawing Rights (SDRs), which is around USD $1,800. (it may varies)

The Warsaw Convention limits liability for,

• Checked baggage destruction or loss: 17 SDRs per kilo (approximately US$20)
• Unchecked baggage: 332 SDRs (approximately US$400)

The Montreal Convention stipulates a liability limit,

• Both checked and unchecked baggage: 1,000 SDRs (approximately EUR 1,230) per passenger.