Cancelled or rescheduled flights
Find out what you need to do if your flights are cancelled or rescheduled.
Unplanned disruption to your flight
If there is an unplanned disruption to your flight close to departure time (e.g. a delay due to mechanical issues), the airline will work with the New Zealand Government to manage the rescheduling of your allocation with your new flight details.
We will allow the airline to board you with your existing voucher in these rare situations, as we recognise that you may already be at the airport or in transit. However, we do recommend that you check the system for any updates to your voucher where possible.
If your flight change means you arrive on a different date
If your airline changes your flight details more than 48 hours in advance of your departure (e.g. your flight that was due to depart in 3 days and now departs in 4 days), the airline will need to work with the New Zealand Government to ensure that there is space for you in managed isolation at the new arrival time.
You will need to download an updated voucher for the new flight. Please check the system as close as possible to your new flight to ensure we have time to process these updates.
If you have queries about changes to your flight, please email a copy of your original flight ticket and your voucher, and details of the new flight numberto:
If your flight is changed, but you arrive on the same date
If your airline changes your flight number more than 48 hours in advance of your departure, and you still arrive on the same date, the airline will need to advise the New Zealand Government of these changes, so that we can update the system. You will then be able to download an updated voucher.
If your new flight arrives on the same date as your existing voucher, you can update your flight details yourself by selecting the ‘Change flight’ option in step 3 of your registration.
If you have queries about changes to your flight number, please email a copy of your original flight ticket and your voucher, and details of the new flight number to:
If your airline cancels your flight we recommend that you always contact your airline first to check if they have made any arrangements with us to reschedule your allocation. If your airline cancels your flight and has not contacted us to reschedule your allocation to another flight, you have 2 options:
- If you book a new flight which arrives in New Zealand on the same day as your original flight, you can update your flight details in the Managed Isolation Allocation System by selecting the 'Change flight' option in step 3 of your registration.
- If you find a new flight which lands on any other day email us with evidence of your original flight and voucher, notification from your airline of your cancelled flight, and details of your proposed new flight. Please contact us before you book your new flight and give us a few alternative dates so we can help you. We cannot guarantee arrival on your preferred dates due to space in our facilities being very limited. We will confirm back to you what we can offer and then you can proceed to book your flight. Email us at: firstname.lastname@example.org