Question 1

Is signing in without a password still secure?

Accepted Answer

Yes, signing in without a password is still secure as multi-factor authentication is being used to authenticate you.

Typically, a username would be used to show who you are, and your password is used to prove it’s really you. Passwords are not very secure and are easily guessed by others or stolen in data hacks. We are moving away from passwords, and instead using more secure methods when you're signing into your account.

Not only does this make your experience more secure, many of the multi-factor authentication methods available are easier and quicker than using passwords.

Question 2

Do I still require a password for my account?

Accepted Answer

Most Air New Zealand accounts no longer require you to use a password to sign in, but there are still a few accounts that will require a password.

Question 3

Can someone else access my account, with passwordless sign in, if they have my username?

Accepted Answer

Just having your username is not enough information to access your account. An additional step using multi-factor authentication is required to gain access into your account.

Question 4

Why can’t I use my email address to sign in anymore?

Accepted Answer

While we used to allow you to sign in using your email address, we now need you to start your sign in using your username or Airpoints number.

Email addresses are a common target for phishing attacks, making them more vulnerable.

Question 5

Is it possible to change the username for my account?

Accepted Answer

We no longer support changing or modifying usernames for Airpoints accounts.

However, you can request to have your username removed by contacting our privacy team or calling our Contact Centre.

After your username has been removed, you can use your Airpoints number to sign in moving forward.

We recommend using your Airpoints number exclusively to access your account because it's safer and harder for others to guess, which helps keep your account more secure.

Question 6

What if I do not remember my username or Airpoints number?

Accepted Answer

If you do not remember or do not have access to your username or Airpoints number, you can go through the account recovery process. Follow the instructions in our account recovery process to find out your username and Airpoints number. This will only take a minute of your time.

Question 7

Why do certain services or transactions require authorisation using multi-factor authentication?

Accepted Answer

As some parts of your account are more vulnerable than the others, additional security checks may be required to keep your account safe.

Question 8

Will my account be locked if I enter my verification incorrectly?

Accepted Answer

If you enter your verification incorrectly multiple times, your account will be locked for 10 minutes.

Learn more about multi-factor authentication, including what happens if you are having issues.

Question 9

What happens if I fail to complete the email and mobile verification process?

Accepted Answer

If you fail to complete the email and mobile verification process, you may not be able to complete your transaction. Find guidance about the verification process.

Question 10

What happens if I do not have access to a registered mobile or email address?

Accepted Answer

You must provide an email address to register for an online Airpoints account. We also strongly recommend that you provide a mobile number if possible, for authentication and communication purposes. If you no longer have access to your mobile number and email address, the contact centre can help you recover your account.

Question 11

Is the MFA verification process mandatory?

Accepted Answer

Yes, the verification process is mandatory as this helps us to authenticate you and stop unauthorised access to your account.

Question 12

What if I'm traveling and don't have access to my phone?

Accepted Answer

Air New Zealand understands that there may be situations where you are unable to access your usual multi-factor authentication methods, such as when you are traveling abroad. It's essential to have alternative measures in place to ensure you can still access your account. Recovery codes offer a highly effective option for such situations.

Serving as reliable backup authentication methods, recovery codes ensure you can access your account even without your usual authentication tools. By generating and securely storing recovery codes in advance, you can regain account access if you encounter unexpected challenges like lost devices or limited internet access.

Find guidance on how to generate and use recovery codes as a backup authentication method.

Question 13

How can I know if my account has been accessed by someone else without my consent?

Accepted Answer

If you suspect unauthorised access to your account, there are several signs to look for, such as unfamiliar activity or changes to your profile information without your knowledge.

Question 14

What should I do if my account has been compromised?

Accepted Answer

If you believe your account has been compromised, follow these steps:

Verify your contact and profile information immediately: Make sure your contact details, such as email and phone number, are accurate and secure. This helps prevent cybercriminals from taking over your account.
Ensure no one else has access to your Multi-Factor Authentication (MFA) method: Ensure that no unauthorized individuals can access the method you use for authentication.
Reset your password if necessary: If you suspect that the compromised party has changed your password, use the account recovery process to reset it immediately.

Question 15

What if I am unable to access my account?

Accepted Answer

If you are not able to access your account, please get in touch with our Contact Centre.

We can also put your Airpoints account on hold to keep it secure while you investigate. Once resolved, call our team to reactivate your account.

If you believe your credit card is compromised, contact your bank immediately. Your bank will have their own internal processes to manage account fraud.

Act quickly to limit potential damage: Cybercriminals often alter account details after gaining control, so by promptly verifying your information and resetting your password promptly, you can limit the potential harm they can cause.

Question 16

What to do if I've been Phished?

Accepted Answer

Phishing is the practice of sending fraudulent messages, usually via email, to trick people into revealing sensitive information.

If you suspect that you've fallen victim to a phishing attempt, act quickly.

If you opened an attachment: Scan your device for viruses. Run a thorough antivirus scan on your device to check for any malware or viruses that might have been downloaded.
If you entered your login details on a suspicious site: As a precaution, change your password for the affected account. Also, change your password for other accounts if you've used the same password elsewhere.
Monitor Your Accounts: Keep an eye on your Airpoints accounts, credit cards, and other financial accounts for any unauthorised transactions.

Due to the implementation of MFA, your account should still be secure even if someone knows your login details. As long as they do not have access to your authentication method, they cannot access your account.

If you wish to enhance the security of your account by implementing a stronger MFA method, here is more information about managing your Multi-Factor Authentication.

If you see a suspicious email or social media post that appears to be from Air New Zealand, do not click on any links. Please report it to us.

Learn more about scams targeting Air New Zealand customers.

Question 17

How do I recognise a trusted website?

Accepted Answer

HTTPS and padlock icon

Look for the padlock icon in the address bar. A secure website starts with https instead of http, for example https://www.airnewzealand.co.nz. Depending on your web browser, there will also be a lock icon in the address bar, the title bar of the window, or at the bottom of the window. The padlock indicates that your information is protected.

Domain name

Check the domain name carefully. Scammers often create domains that resemble well-known brands but with slight variations or misspellings. Verify that the domain matches the legitimate website you intend to visit.

Avoid too-good-to-be-true deals

Be cautious if a website offers unbelievable discounts or prices. Scammers often lure victims with enticing deals.

Just because a website starts with https does not mean it's safe. It could still be a phishing or malware site, so still take care.

Question 18

How does Air New Zealand manage personal information?

Accepted Answer

Personal information irrespective of whether the account is active or inactive will be handled as per Air New Zealand's Privacy Statement

Question 19

What is registration via WhatsApp?

Accepted Answer

You may have noticed that when registering an account, you see a link to register with WhatsApp. When clicked, you are directed to a page to scan a QR code. When scanned, you will be directed to register an Air New Zealand account via WhatsApp chat.

Once you have completed the registration you will receive an email to activate your account.

Question 20

Why do I not see my country code when trying to register an account?

Accepted Answer

If you are outside of New Zealand or Australia, you may not see your country code when trying to register an account. If you click on the link 'register via WhatsApp', you can register an account through WhatsApp. Once you have completed the registration you will receive an email to activate your account.

Question 21

I'm having trouble scanning the QR code. What should I do?

Accepted Answer

If you are having trouble scanning the QR code, there should be a link below the QR code you can use.

Question 22

What if the registration on WhatsApp is not working?

Accepted Answer

After you have been directed to WhatsApp, ensure 'Registration' is entered in your message box. Click the send button to start the registration process.

If you are still having trouble, please get in touch with our Contact Centre.

Question 23

What if I do not have WhatsApp?

Accepted Answer

When you click 'register with WhatsApp', you will be directed to a page with a QR code to scan. If you do not have WhatsApp, you can either scan the QR code or click 'unable to scan QR code'. This will direct you to a page where you can download WhatsApp onto your device.

Question 24

How do I know the Air New Zealand WhatsApp account is legitimate?

Accepted Answer

To ensure you have received a message from our official WhatsApp account, look for the green check mark next to "Air New Zealand - Global". This green tick confirms that you are communicating with a verified account. For added peace of mind, you can also look for the official Air New Zealand WhatsApp number which is +64 9 884 9776.

Question 25

What happens after the registration process is completed?

Accepted Answer

Once the registration is completed, you will receive an email to activate your account.

You can click the link in this email to activate your account and create a password.
If the link in your email has expired, you can navigate to the sign-in page and click 'Forgot username/password' to create a password.

Cyber Security at Air New Zealand

Steps Air New Zealand takes to enhance cyber security:

Step 1. Using multi-factor authentication to keep your account safe

Step 2. Verifying your identity when talking to Air New Zealand

Step 3. Important things to know

Top Tips for 2023 Cyber Smart Week

Recognise phishing

Take your password security to the next level

Power-up by turning on multi-factor authentication

Boost your privacy defence

Safer web browsing in simple steps

FAQs - signing in