Air New Zealand Taxis - Terms of Use

These Terms of Use explain the terms on which we offer you the ability to book taxi services through:
  • www.taxi.co.nz
  • www.airnewzealand.co.nz
  • the Air New Zealand mobile app
  • the Air New Zealand call centre,
  • (together the Booking Channels).  

These Terms of Use become binding at the point we confirm your booking of a taxi by email to the email address you have provided to facilitate the taxi booking.  

By making a taxi booking with us, you confirm that you agree to these Terms of Use.  If you do not agree to these Terms of Use, do not proceed with your booking. 

In addition to these terms of use, the terms and conditions of the relevant Transport Provider will also apply to your Booking.  You should read and consider the terms and conditions of the Transport Provider with whom you are considering making a booking - Transport Provider terms and conditions can be accessed by clicking here.  

If you do not agree with the terms of that Transport Provider – do not proceed to make a booking with that Transport Provider.

What is expected of you

The Transport Provider will need to be satisfied that you have a booking and that you are safe to have within the vehicle.  

When you make a Booking, the Transport Provider expects the following from you:

  • You must be able to be contacted by phone using the number provided in the booking so that the Transport Provider can contact you within the two hours prior to the scheduled pick up time (unless you are being picked up from an Airport location, in which case you must be contactable once you have landed). 
  • You must be able to prove to the driver that you have a valid booking confirmation issued by us in relation to the Transport Provider.  The Transport Provider may check this confirmation to confirm that payment has been made.  If you are unable to provide this confirmation, the Transport Provider may require you to pay the fare using card payment or cash at the normal commercial rate.   

You will need to be on time

Depending on your pick up destination and the Transport Provider, you will need to be mindful of the time that the Transport Provider will wait for you before you are considered a “no show”. Please contact the Transport Provider if you are going to be late, and it will be up to the Transport Provider’s discretion as to whether they wait beyond the required times set out below.

Shuttles and Buses departing airport: These are a shared service as in other passengers are likely to be in the same vehicle.  You should be ready to depart from the designated shuttle or bus stop or pick-up point up to 15 minutes prior to the scheduled pick up time.  The shuttle or bus will not wait at the bus-stop or pick-up point. If you are delayed at the airport and miss your pick up time, you are able to catch the next available service leaving from the airport.

Non Airport pick-ups:  You should be ready to depart from the address nominated in your booking at the time you scheduled the booking for.  If you are not ready to depart within 15 minutes from the scheduled booking time then your booking will be cancelled and you will forfeit your fare.

Auckland International “meet and greet”:  You should move swiftly through customs and baggage claim, and your driver will meet you at the arrivals hall with your name on a sign.  Your driver will wait for you for 70 minutes from the time that your aircraft arrives. If you do not meet your driver within that period – then your booking will be cancelled and you will forfeit your fare.    

Other New Zealand Airports International “meet and greet”:  You should move swiftly through customs and baggage claim, and your driver will meet you at the arrivals hall with your name on a sign.  Your driver will wait for you for 45 minutes from the time that your aircraft arrives. If you do not meet your driver within that period – then your booking will be cancelled and you will forfeit your fare.

New Zealand Domestic Airports “meet and greet”:  You should move swiftly through baggage claim, and your driver will meet you at the baggage claim / arrivals hall with your name on a sign.  Your driver will wait for you for 15 minutes from the time that your aircraft arrives.  If you do not meet your driver within that period, then your booking will be cancelled, and you will forfeit your fare.

In each case, where your booking is cancelled due to your “no show”, then we have no liability to you for any costs that are incurred by you in relation to getting to your destination.  This means that you cannot bring a claim against us to cover the costs of any alternative transport that you arrange, nor for the costs of any flights, hotels or other costs that you have either missed, or had to arrange because of your “no show”.  The Transport Provider has allocated time and resources to your journey. The terms that apply to cancellation and forfeiture of the fare are the terms that the Transport Provider considers a reasonable estimate of the cost of that allocated time and resource.  

We recommend that you take out travel insurance to assist with missed connections and cancelled bookings.   

What you can expect from the Transport Provider

The Transport Provider will monitor your flight arrival time so you don’t have to worry if your flight is delayed

If you have a booking to meet your flight arriving at an airport, and the arrival time of your aircraft has been changed, the Transport Provider will monitor the arrival time of that flight and will use all reasonable endeavours to meet accommodate that change.  If you are travelling on the same flight number and date you will not have to do anything, nor contact the Transport Provider.

What are your options when your travel plans change

If you cancel your travel, or there are changes your flight number or date of travel – you will need to cancel or amend your booking

If you have a booking to meet your flight arriving at an airport, and you are on a different flight number or are arriving on a different date than specified in your booking, then you will need to cancel or amend your booking. 

You will also need to cancel your booking if you cancel your travel plans.  You can cancel or amend your booking by either:

  • logging into www.taxi.co.nz  and managing your bookings listed on the homepage
  • calling the Transport Provider directly and citing your booking number.

In each case, if you cancel or amend your booking no later than one hour before your original flight arrival time, we will process a refund to the initial method of payment, or apply that credit to your amended or alternative booking.  If you do not cancel or amend your booking within the one-hour time period above, then the Transport Provider may not be able to make alternative arrangements or receive the job cancellation.  If this is the case, then your booking (or part thereof) may be forfeit. 

What are your options when you can’t find your Travel Provider on arrival

If you can’t find your driver at the pick-up location and time – you should try to call the Travel Provider immediately.

The telephone numbers of the Travel Providers are listed here.

If you are unable to resolve the issue with your Travel Provider, and provided that you have arrived within the periods stated above, then you must contact the Travel Provider to cancel that booking and seek a refund.  

In each case, where your booking is cancelled due to a driver’s “no show”, then we have no liability to you, other than refunding your booking, for any costs that are incurred by you in relation to getting to your destination.  This means that you cannot bring a claim against us to cover the costs of any alternative transport that you arrange, nor for the costs of any flights, hotels or other costs that you have either missed, or had to arrange because of a driver’s “no show”.  

We recommend that you take out travel insurance to assist with missed connections and cancelled bookings.   

The amount of luggage that you can bring depends on the Transport Provider you book with.  

 

Vehicle Restriction

Taxi, TaxiVan, Executive Cab

Per Vehicle: No more than three pieces of luggage, individually not weighing more than 23 kg and of a maximum combined dimension (length and width and height) of 158cm. 

Shared Ride (Bus and Shuttle) 

Per passenger: 2 pieces of luggage not weighing more than 23 kg each and of a maximum combined dimension (length and width and height) of 158cm 

Premium Van

Per Vehicle: No more than ten pieces of luggage, individually not weighing more than 23 kg and of a maximum combined dimension (length and width and height) of 158cm.

Helicopter

Per Passenger:  One 20kg and one 5kg piece of luggage is allowed per person. Heavier passengers may be further limited on luggage weight. If you have extra or heavier luggage then we can arrange road transport for this luggage. An extra cost may be charged for extra luggage transport.

Arranging oversized or additional luggage with the transfer provider 

You should follow up on any special instructions noted in your booking.  

If you have oversized or unusual luggage (like surfboards, ski gear, bicycles) or any other luggage item that exceeds the dimensions above, you must insert those details in the special instructions in your booking. 

We will pass those special instructions in your booking directly to the Travel Provider.  This does not mean that those special instructions are accepted.

The Travel Provider may contact you to discuss or confirm your special instructions, but we strongly recommend that you contact the Travel Provider directly to confirm whether your special instructions are accepted.

Special instructions may incur an additional fee. The telephone numbers of the Travel Providers are listed here

Arranging child seats

We strongly recommend that you provide your own child seats.  

If you place a request for a child seat in the special instructions, the Travel Provider will do their best to provide a child seat.  Typically, child seats are shared within the fleet and may not be available.  

Please note that the Transport Providers are not legally obligated to provide child seats.  Nor is it a legal requirement that children be restrained in child seats in “passenger service vehicles”.

The Travel Provider may contact you to discuss or confirm your request for a child seat, but we strongly recommend that you contact the Travel Provider directly to confirm whether your special instructions are accepted.

Guide Dogs and Mobility assistance

Guide Dogs and Assistance Dogs are welcome in Transport Providers’ vehicles

Please ensure that you note in the “special instructions” section of the booking that a guide dog or other assistance dog will be accompanying you.  

If you require assistance entering or alighting the vehicle, you will need to make your own arrangements for that assistance at each point of the journey. 

Drivers and staff of Travel Service Providers are not permitted to participate in carrying passengers into or out of vehicles.  

How the helicopter transfer service operate

Helicopter services are sensitive to the overall weight of luggage and passengers.  

Passenger and luggage weight are a critical factor in the operations on helicopters.  You will need to provide the weight of each passenger and your amount of luggage when making your booking.  

If the average passenger weight of your booking is over 88kg then extra charges may apply.  Individual passenger weights more than 120kg cannot be flown. 

Luggage is restricted to 1 x 20kg bag and 1 x 5kg bag per person. Additional luggage may be possible at an extra cost or for smaller group sizes. 

The Helicopter service only operates in daylight hours, and in suitable weather.  

The Helicopter service provider (at their sole discretion) may to cancel or reschedule the flight due to landing restrictions, weather conditions, technical or operations reasons or any other reason beyond the Helicopter service provider’s control.

Where the Helicopter service provider makes any cancellation, then any bookings will be refunded to you on the same method of payment used to make the booking.  Please allow up to 7 working days to process this refund.

You should provide as much advance notice as possible if you wish to cancel your helicopter transfer.

If you cancel your helicopter transfer at any time between time of booking and 24 hours prior to the scheduled date of departure then a cancellation fee of 50% of the value of your booking will apply.  

If you cancel your helicopter transfer at any time within 24 hours prior to the scheduled date of departure then a cancellation fee of 100% of the value of your booking will apply.  

Our liability to you

We act as an agent in arranging your contract with the Travel Provider. 

We will not be liable for any poor performance (or non performance) of any services that the you have contracted with the Travel Service Provider to provide.

We are responsible for facilitating the booking and ensuring that the details that you provide to us in relation to your travel are passed on to the Travel Service Provider so that they can deliver those services.  Given that our services are particularly limited, our liability to you for failing to provide those details is limited to the amount of your booking.

Travel Provider liability

Travel Providers will perform their transport services with reasonable care and skill.  

Your contract for transport services is with the Transport Provider.  You should resolve any claims directly with the relevant Transport Provider.  You should also consider their respective terms and conditions listed here.

Liability that is expressly excluded

Neither we, nor the Travel Provider will be liable if you are late in arriving at your destination.

 You should be particularly careful in allowing enough time for the Travel Provider to get you to your destination.  Please bear in mind that weather, traffic, and flight delays may all contribute to your intended travel time.

How we will use the information that you provide us.

We require that you provide us with certain details so that we can facilitate the agreement between you and the Transport Provider.

We will pass the personal information that you provide us (including the personal information of any other passengers) in the booking (and any other details in relation to your booking) to the Transport Provider so that they can provide the services to you.  

We may also use those details (and in particular any phone number) so that we can contact you (if required) in relation to your booking. 

We will treat your personal information respectfully an in accordance with our Privacy Statement 

Laws of New Zealand apply

These Terms shall be governed by and construed in accordance with the laws of New Zealand.  Both you and we, consent to the exclusive jurisdiction of the courts of New Zealand in connection with any legal action that may arise in respect of parking your vehicle with us.  

Changes to these Terms

We may make changes to these Terms from time to time.  When we make changes, we will update these Terms on our website.  We will also specify the date of the last update.

These Terms were last updated on 25 August 2018

Earning Airpoints Dollars™

New Zealand based Airpoints members earn Airpoints Dollars when booking taxis and shuttles with Air New Zealand Taxis. Members must quote their Airpoints Membership number when making a prepaid taxi or transfer booking with Air New Zealand Taxis. Airpoints members earn one Airpoints Dollar for every $50 spent on a transfer, which is calculated on the Total booking amount in an Air New Zealand Taxi booking session. For a booking under $50 Airpoints members will earn a minimum of one Airpoints Dollar. If more than one Member is named as a passenger in the Air New Zealand Taxis booking, only one Member, who is the named person making the booking will receive Airpoints Dollars. Airpoints Dollars are applied to the member’s account after all transfers in a single transfer booking have been completed. It may take up to 8 weeks for the Airpoints Dollars to show in the members account. Airpoints Terms and Conditions apply and are available at: http://www.airnewzealand.co.nz/airpoints-terms-and-conditions.