COVID-19 frequently asked questions

Below you will find the latest developments and any new travel guidelines relating to COVID-19 along with what Auckland Airport are doing to ensure your journey through the airport is as smooth as possible. We ask travellers for their patience and understanding and appreciate your contribution to managing the public health risk.


International flights

Auckland Airport is urging travellers to stay at home unless they are confirmed to depart from the international terminal that same day. Passengers are encouraged to check with their airline to find out if their service is still operating.


Domestic flights

You can travel into and out of Auckland for any reason but you will need to follow some restrictions.

Click here to find out more about travelling under the Covid-19 Protection Framework.


If you have questions about your flight, contact your airline for the latest information.

You must wear a face mask when you’re travelling on all public transport.

You must wear a face mask when you’re travelling on a domestic flight anywhere in New Zealand — this does not include private flights.

We ask all guests to wear masks in the terminal.

For current help and advice for travellers please go to the New Zealand Government COVID-19 website.


Travel restrictions

Auckland Airport has been advised by the New Zealand Government of temporary travel restrictions as part of its ongoing COVID-19 prevention efforts, you can learn more about these on the Ministry of Health's website.

eGates

eGates are open and available for eligible passengers. For more information visit New Zealand Customs Service website.


Frequently asked questions


How can I get hold of my airline, check cancellations and re-book?

  1. Use airline websites and online self-service options
  2. If you originally booked with a travel agent in your home country contact them directly to change your booking. Or work with New Zealand-based travel agents to find available seats with airlines that are still operating
  3. Try contacting your airline by phone. Most airlines have call centres to assist passengers that operate 24 hours a day, however, please be patient as some have long wait times
  4. If you have travel insurance, use the insurer’s emergency assistance phone number to seek advice on getting a flight
  5. If you do get a new flight, make sure you check the border restrictions in place for your return journey, in particular any transits. The IATA website has a country by country list of border restrictions
  6. If all other options are exhausted, travellers should contact their country’s embassy, High Commission or consulate for assistance. Contact list of Foreign Representative in New Zealand - https://www.mfat.govt.nz/en/embassies/.

What about my car parking?

If you are unable to travel due to COVID-19 restrictions, and it is within 24 hours of your pre-booked car park entry time, please email parking@aucklandairport.co.nz. We will refund the full cost of your booking.

If you have already parked your car and in the event your international or domestic flight is delayed due to COVID-19 restrictions, and you have made your original booking online, please email parking@aucklandairport.co.nz as soon as you are aware of changes to your travel plans. If your delay is due to a government change in COVID-19 travel restrictions, you will be able to remain in the carpark at no extra charge.

When you return to the carpark, please press the intercom help button at the exit column and tell the parking services team your booking reference number and flight number, they will be able to verify your booking has been impacted by COVID-19 restrictions and open the barrier.

If your delay is not due to COVID-19 and no additional booking has been made for your extended time in the carpark, then overstay rates will be charged on exit.

Standard daily drive-up rates will apply for the duration of your stay if you entered the carpark without an online booking.


If there is someone ill in the terminal, what should we do?

Travellers experiencing symptoms suggestive of respiratory illness are recommended to seek medical attention and share their travel history with their healthcare provider. You can call Healthline free on 0800 611 116 for health advice and information.


Should I wear a face mask?

You legally must wear a face mask when you’re travelling on all public transport. This includes our Park & Ride bus. You also legally must wear a face mask when you’re travelling on a domestic flight anywhere in New Zealand — this does not include private flights.

You must also wear a face mask in situations where physical distancing is not possible, such as the shops, cafes and terminals at the airport. Please also follow the instructions on the mask and dispose of it correctly in a rubbish bin. There are some situations when you do not have to wear them, visit the Government COVID-19 website for more information.


Follow best practice hygiene

The best way to protect yourself, family, friends and colleagues from germs and viruses is to wash your hands for 20 seconds with soap and water and dry them well.

So, whether you’re at work or at home everyone should follow ARPHS guide to clean hands:

  1. Wet your hands under clean running water. Use warm water if available.
  2. Put soap on your hands and wash for 20 seconds. Liquid soap is best.
  3. Rub hands together until the soap makes bubbles.
  4. Rub on both sides of both hands ...
  5. and in between fingers and thumbs ...
  6. and round and round both hands.
  7. Rinse all the soap off under clean running water. Use warm water if available.
  8. Dry your hands all over for 20 seconds. Using a paper towel is best (or, if at home, a clean dry towel)


Always wash and dry your hands ...

Before

  • Eating or preparing food.


After

  • Sneezing, coughing or blowing your nose (or wiping children's noses)
  • Gardening (or playing outside for children)
  • Having contact with animals
  • Going to the toilet or changing nappies
  • Looking after sick people

Key Contacts:

Unite against COVID-19 - New Zealand Government

Ministry of Health

Foreign embassies and consulates in New Zealand

New Zealand Customs Service

Airlines using Auckland Airport