COVID-19 frequently asked questions

Below you will find the latest developments and any new travel guidelines relating to COVID-19 (novel coronavirus) 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: Domestic travel is underway with no restrictions but do it in a safe way and remember to keep a record of your journey. You should not travel if you: have been requested to self-isolate/quarantine, have symptoms of COVID-19, or are awaiting COVID-19 test results.

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

Transiting through Auckland? View essential information to help during your transit at Auckland Airport.


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

Customs’ eGates are currently closed. All travellers are required to have their passports physically checked by a Customs officer. For more information visit New Zealand Customs Service website.

Arriving into New Zealand

Controls at the borders remain for those entering New Zealand, including health screening and testing for all arrivals, and mandatory 14 day managed quarantine or isolation. For more information visit the New Zealand Government COVID-19 website.


Frequently asked questions


What is COVID-19 (novel coronavirus)?

A virus, that can cause acute respiratory infection ranging from mild to severe. Most of the infected people have had mild to moderate flu-like symptoms. More information on the signs and symptoms can be found on the Ministry of Health website.


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/.

How do I access temporary accommodation?

If you are unable to self-isolate in your own home or are a visitor to New Zealand and need support to find suitable accommodation to self-isolate, the Temporary Accommodation Service (TAS) run by the Ministry of Business, Innovation and Employment can help. TAS is working with other government agencies to assist people to find suitable accommodation.

Please call 0508 754 163 to register your details with TAS or visit temporaryaccommodation.mbie.govt.nz/ to register your details.

You can also call Civil Defence Welfare support on 0800 779 997 if you require extra support.


What is Auckland Airport doing about COVID-19?

Auckland Airport is working closely with the Auckland Regional Public Health Service (ARPHS) and the Ministry of Health (MOH) to support border security requirements.

In addition to this, Auckland Airport is following the ARPHS Ill Traveller Protocol, in line with international health regulations. The protocol is a well-established multi agency process to effectively monitor, assess and manage ill travellers arriving on planes and ships into New Zealand.

As a precautionary measure, Auckland Airport has asked all precinct workers to follow recommendations from the World Health Organisation, as outlined below:

  • Frequently clean hands by using alcohol-based hand rub or soap and water
  • When coughing and sneezing cover mouth and nose with flexed elbow or tissue – throw tissue away immediately and wash hands
  • Avoid close contact with anyone who has fever and cough
  • Created more space between tables and chairs in food courts and dwell area across the terminal to enable social distancing.

If you have fever, cough and difficulty breathing, seek medical care early and share previous travel history with your health care provider.

Auckland Airport has increased the frequency of cleaning inside our terminals, particularly to our bathroom areas and family change facilities. This cleaning regime meets the standards set by the Ministry of Health. We have also made additional hand-sanitisers available for our staff and those in our terminals.


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.


How long will this go on for?

Auckland Airport is following guidelines from the MOH and will keep supporting public health staff on site for as long as the MOH and ARPHS feel they are needed here.


Should I wear a face mask?

You can wear a mask if you would like to, but it is not a requirement of the MOH at this stage, unless you are in close contact (more than 15 minutes) with a traveller who is showing symptoms of respiratory illness.


Can I wear a face mask at the airport?

Absolutely, though please remember you may be required to remove it at various stages for security requirements. Please also follow the instructions on the mask and dispose of it correctly in a rubbish bin.


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:

New Zealand Government travel advice

Ministry of Health

Foreign embassies and consulates in New Zealand

New Zealand Customs Service

Airlines using Auckland Airport