FAQs

Do you have a question that you can't find the answer to here? Email us at [email protected] or call us on 0800 580 127.

Air Chathams has its own check-in facilities in Auckland, Whakatane, Whanganui, Kapiti Coast and on the Chatham Islands. Regional check in counters are used for Chatham Island flights departing from Wellington and Christchurch.

All check in counters open 90 minutes prior to departure and close 30 mins prior to departure for domestic (New Zealand mainland flights). Check-in will close 45 minutes prior to departure for Chatham Islands flights.

For international flights to Norfolk Island, check-in opens 2 hours prior to departure and closes 45 minutes prior to departure. Check-in for international flights to Norfolk Island is located on the ground floor of Auckland Airport's International Terminal. This information should be on your ticket.

Check in Locations:

Auckland – all domestic flight check-ins are located in the regional area of Auckland Airport’s domestic terminal. Entering Door 2 of the terminal, the Air Chathams check in is on the left. Check-in for international flights to Norfolk Island is located on the ground floor of Auckland Airport's International Terminal. The check-in desks will be well signposted on the departure information screens in the terminal. Passengers then need to make their way to the 1st floor to complete their departure processing.

Whakatane – all flight check-ins are located inside the Whakatane Airport passenger terminal at 216 Aerodrome Road, Whakatane.

Whanganui - all flight check-ins are located inside the Whanganui Airport passenger terminal at the end of Airport Road, Whanganui.

Kapiti Coast - all flight check-ins are located inside the Kapiti Coast Airport passenger terminal, 60 Toru Road, Paraparaumu.

Wellington – look for the Air Chathams logo on the Flight Information Display for the designated check-in counter. It will be a check-in counter located on the far right of the upper level of the Wellington Airport terminal. Passenger check-in and handling services for Chatham Islands flights from Wellington are provided by Planebiz.

Christchurch - look for the Air Chathams logo on the Flight Information Display for the designated check-in counter. It will be a check-in counter located on the far right of the lower level of the Christchurch Airport terminal. Passenger check-in and handling services for Chatham Islands flights from Christchurch are provided by Planebiz.

Chatham Islands – all flight check-ins are located inside the main passenger terminal at the Chatham Island Tuuta Airport.

All passengers have a check in luggage allowance of 23 kilograms for one piece of luggage. Additional weight will incur a standard excess weight charge of $3.50 per kilogram up to a maximum of 32 kilograms for one piece of luggage.

Passengers travelling with an infant (aged 7 days to under 24 months) are allowed an additional 5 kilograms luggage allowance.

For mainland New Zealand flights, each additional piece of luggage up to 23 kilograms will incur a charge of $35 if pre-booked online and $55 if added at the airport check-in.

For Chatham Islands and Norfolk Island flights, each additional piece of luggage up to 23 kilograms will incur a charge of $70 if pre-booked online and $90 if added at the airport check-in.

Excess luggage is not guaranteed for travel on the day and will depend on aircraft payload capacity.

All passengers are only allowed to carry on one item of luggage weighing less than 7 kilograms.

Different aircraft have different luggage configurations and so we ask that carry-on luggage doesn’t exceed total linear dimensions of 115 centimetres in height, length or width.

Air Chathams does not charge extra for bulky or oversize items such as golf clubs, bicycles and surfboards other than for weight or extra luggage charges.

If the bulky or oversize item is the only piece of luggage checked in and the weight exceeds 23 kilograms per passenger, the additional weight will be charged at $3.50 per kilogram.

If the bulky or oversize item is an additional piece of luggage checked in (additional to 1 piece of luggage up to 23 kilograms per person) then charges for additional pieces of luggage will apply. For mainland New Zealand flights, each additional piece of luggage up to 23 kilograms will incur a charge of $35 if pre-booked online and $55 if added at the airport check-in.

For Chatham Islands and Norfolk Island flights, each additional piece of luggage up to 23 kilograms will incur a charge of $70 if pre-booked online and $90 if added at the airport check-in.

If the aircraft payload capacity is limited for a flight and bulky and oversize items are unable to be carried due to space restrictions, these items will be flown on the next available flight.

The following list of items may not be carried in checked in or carry-on luggage on Air Chathams flights:

• Flammable or poisonous compressed gases such as gas cyclinders, oil sprays and pesticides
• Lithium batteries or lithium battery powered equipment containing those batteries
• Corrosive materials such as acids and mercury
• Explosives such as fireworks and easily ignited items, disposable and refillable lighters
• Magnets or magnetised materials
• Oxidising substances
• Poisonous, toxic or infectious substances
• Radioactive materials

If you are unsure please check with Air Chathams staff at our airport check in locations.

Common items asked about are listed below:

Safety matches may be carried in your pocket or by hand.

Hair spray and aerosol deodorant may be carried in checked luggage only providing it is in an individual container less than 500 grams or millilitres and with a fitted cap.

E-cigarettes and vapes may be carried in your hand or in carry-on luggage providing they are individually protected and are strictly prohibited for use on board.

Knives, sharp objects, bats or any item which could be used as a weapon may only carried in checked luggage.

If you wish to know more about regarding taking firearms to Norfolk Island, please read and familiarise yourself with the information to be found at this link - https://www.abf.gov.au/importing-exporting-and-manufacturing/prohibited-goods/categories/firearms.

Rules concerning alcohol on board a flight are covered by the Civil Aviation Amendment Act 2004 (2004 No. 8) and specifically for intoxicated persons under Section 65I.

Passengers may transport unopened alcohol in their carry-on luggage providing the size and weight meets with the national and international requirements of the route undertaken.

Liquids carried on international flights from New Zealand must meet the following requirements:

• All liquids, aerosols, gels or pastes must be in individual containers not larger than 100ml in volume,
• All containers must be in a re-sealable transparent plastic bag no larger than one litre (approximately 20cm x 20cm or 8” x 8”),
• Only one bag per passenger,
• The plastic bag must be sealed and taken out of other carry-on luggage at the screening point.

Air Chathams requests that alcohol is not consumed on board our aircraft during regular scheduled passenger flights. Our flight attendants are required to ask that any alcohol produced for consumption during regular scheduled passenger flights is handed over to the flight attendant until the end of the flight. Failure to comply with this request will be reported to the Captain of the flight.

The Captain of the flight will determine any course of action to be taken including restraint of unruly passengers and arranging for police to meet the aircraft on landing. An offence has been committed under the Civil Aviation Amendment Act 2008 should a person fail to comply with any command given by the pilot in command and may be fined up to NZ$5000.

An infant is categorised as a child aged from 7 days to under 24 months. Infants may travel free of charge if not occupying a seat when accompanied by an adult passenger paying an applicable adult fare. Passengers must advise Air Chathams at the time of booking that an infant will be travelling.

Passengers travelling with an infant are allowed an additional 5 kilogram luggage allowance on the standard 23 kilogram checked in luggage allowance. Accessories such as a baby stroller, car seat or portable cot will be carried at no extra charge.

A child’s fare is available on Chatham Islands and international flights where the child is aged 24 months or over and is less than 12 years of age.

Children aged 5 to 11 years travelling without an adult (15 years or older) may travel unaccompanied provided the child doesn’t require additional special care such as toileting, feeding or administering medicine. Children aged less than 5 years may not travel unaccompanied.

When booking the flight Air Chathams must be notified of the intention for the child to travel as an unaccompanied minor at the parent or guardians request. The parent or guardian of the child must complete a form, Unaccompanied Minor Form, and present this to the Air Chathams staff or agent at the flight check in prior to boarding.

The unaccompanied minor will not be accepted for travel unless all the applicable areas in the form are completed and confirmed by an Air Chathams staff member or agent.

Air Chathams has five different types of aircraft on its scheduled passenger routes. Only the Metroliner and the Cessna do not have a toilet on board.

The Metroliner is used mainly on the Auckland to Whakatane route and return and the duration of the flight is approximately 45 minutes. The Cessna is used as required for flights from Chatham Island to Pitt Island and the duration of the flight is approximately 20 minutes.

Depending on the type of fare you purchase (Thrifty, Saver or Full Economy) you can modify booking details, change flight dates and cancel flights online. Some changes may incur extra charges and you will need to speak to one of our customer service team members on 0800 580 127.

Thrifty Fares are unable to be changed, transferred to another person or refunded.

Saver Fares are unable to be refunded. Saver fares are able to be changed or transferred to another person up to 24 hours prior to departure and may incur additional fees including fare upgrades where applicable.

Full Economy Fares are able to be cancelled with a full refund if Air Chathams is notified up to 24 hours prior to departure. Flights may be able to be changed or transferred to another person during the same period and may incur additional fees.

If you are able to make changes, you will be able to do this online.

Air Chathams is not liable to refund any ticket for carriage and any refund granted is at the discretion of Air Chathams management.

Where a scheduled flight is disrupted due to factors outside Air Chathams’ reasonable control, Air Chathams is not liable for any consequential loss, damage or expense of any kind arising from such carriage or delay.

We will, however, make the best effort to ensure your journey is completed to the original destination as quickly as conditions and capacity permit. (Alternative travel is likely to be by bus).

Disruptions of this nature are:

A diversion of a flight to another airport other than the destination intended,

A cancellation of a flight, and;

May be caused by unsuitable weather, technical problems, operational reasons, airport congestion or any event beyond Air Chathams reasonable control.

Yes, Air Chathams is happy to carry your pets and animals as freight under the following conditions:

All animals (dogs, cats and other pets) are to be properly and securely caged with appropriate absorbent material lining the base of the cage.

The transport cage or box is appropriate for the animal carried, able to be locked and leak-proof.

The carriage of the live animal is part of the checked luggage allowance when accompanying a passenger and so may incur additional luggage charges.

If a live animal is carried without an accompanying passenger, standard freight rates will be charged per kilogram plus a handling fee per animal.

Live animals must be checked in as freight or as part of a checked luggage allowance prior to the flight and collected on arrival. Pets and other live animals are unable to be held overnight at any Air Chatham premises.

Please prebook your live animal or pet’s travel between any of our scheduled destinations by calling 0800 580 127.

Yes, we do. If you have ten or more passengers travelling together, then please call us on 0800 580 127 for a special group rate discount on our standard fares.

Travel can be purchased online using our website booking and reservation system. Credit cards accepted are Visa, Mastercard and American Express.

Repeat and frequent travellers may be able to set up an account for multiple bookings and to prepurchase Multi-Pass vouchers. Accounts will be subject to financial credit checks and the approval of Air Chathams management. These accounts will be invoiced and no payment is required at the time of booking online or via our customer service team.

Travel may be paid for with EFTPOS at airport locations for Auckland, Whakatane, Whanganui, Kapiti Coast, Wellington, Christchurch and the Chatham Islands.

Please call 0800 580 127 with any enquiries regarding payment.

Air Chathams has a diverse fleet that enables us to operate in numerous locations and to provide an aircraft fit for purpose depending on charter or flight needs.

Most mainland New Zealand destinations are serviced by the Saab 340 aircraft with the exception of Whakatane which is serviced by the Fairchild Metroliner. Both aircraft are operated by two pilots although only the Saab has a flight attendant as part of the cabin crew.

Flights to the Chatham Islands and Norfolk Island are primarily made by the pressurised turbo-prop Convair 580 aircraft, with two pilots and a flight attendant.

Operating hours vary between our offices and check in locations. Please remember the Chathams Islands is 45 minutes ahead of New Zealand time. If your call is unanswered, please leave a detailed message and contact email address and we will respond as soon as we are able.

For flights to the Chatham Islands – please call +64 3 305 0209.

For flights in mainland New Zealand – please call + 64 9 257 0261.

Air Chathams prides itself on the relationships and commitment we have to the communities and destinations we provide air services to. Traditionally our sponsorship is the second largest expense within our promotional budget
and we hope to continue this.

Sponsorship requests can only be considered if they're submitted using the sponsorship request form at www.airchathams.co.nz/sponsorship. Guidelines for sponsorship are also found on this form.