Yes, you can.
This service is a transfer service from terminal to terminal. International terminal to domestic terminal or vice versa.
Yes, however a Solo Traveller needs to be 15 years or older to use the service.
Yes you can. Please complete the details of the party in the booking.
No. Payment MUST be made in advance when booking the service online. The Concierge Team are unable to process payment on the day.
Our trained specialists always endeavour to deliver a fast-tracked, efficient, and friendly service. However, we cannot guarantee that there will be no delays with New Zealand border agencies such as Aviation Security, the New Zealand Customs Service, and the Ministry of Primary Industries biosecurity screening.
Upon arrival into New Zealand on an international flight, you will need to collect your luggage and proceed to biosecurity screening.
Upon arrival into Auckland Airport’s domestic terminal from another domestic port and your luggage has been through-checked to your final international destination, you will not need to uplift your luggage between the terminals. Your concierge can confirm this with you on the day.
No. However we will do our very best to provide a concierge who speaks your preferred language wherever possible – please ensure you advise of any language requirements using the ‘preferred language’ section in the booking form.
Our staff also use language translation apps to communicate with guests who do not have English as their first language.
No, we only provide concierge services at Auckland International Airport. If you require services at your destination, please contact that airport directly.
Yes. Complimentary single or double strollers can be booked as part of your service if you are travelling with small children. Please select when offered as an add-on.
No. Our service is designed to work in conjunction with the airlines’ PRM/Special Assistance programme and not replace it. If you require wheelchair assistance this needs to be arranged directly with your carrier in advance of arrival. We will not be responsible or liable to provide you or the booked party with special / wheelchair services or for any damage, loss, cost, or expense that you or your booked party suffer or incur arising out of your or the booked party’s use of, or any airline’s failure or delay in providing those services.
Porter services can be added to an escort service for a small fee rather than a service that can be booked on its own. If you have added a porter service to your booking, the porter will meet you in the baggage hall with your specialist escort service. They will then assist you with your luggage from the carousel, assist through biosecurity screening (if applicable) and out into the public arrivals area or forecourt. We are able to handle up to 5 pieces of luggage per booked porter service.
Guests are either transferred between the terminals on our free Terminal Transfer Bus service or they can opt to walk between the terminals (total walking time around 10 – 15 minutes). We do not have any private transport options for terminal transfers available at this time.
Bookings need to be made online through the Auckland Airport website.
Payment is only accepted via our online booking system via credit/debit card.
We are committed to the highest standards of customer care. If you would like to provide us with feedback on any aspect of the service, please email: airportconcierge@aucklandairport.co.nz
Bookings need to be made minimum of three days (72 hours) prior to the service commencing. Bookings can be made up to 3 months in advance.
You can amend your Airport Concierge Service booking up to two working days (being Monday to Friday, 8am to 4pm, excluding public holidays) before your arrival or departure time. Any changes to your booked Airport Concierge Service should be made in writing to airportconcierge@aucklandairport.co.nz quoting your booking reference and details of the change required. You can cancel your booking at any time. Any refunds will be subject to the Airport Concierge Terms & Conditions.
For any changes to a booking made for parking services, please email the Parking Team at parking@aucklandairport.co.nz.
Prices vary according to group size and start from NZ$43 (domestic) and from NZ$165 (international) depending on your service requirements.
No, we do not. If you require special assistance this will need to be arranged with your airline in advance.
No. The maximum party size is 10 for a personalised arrivals, departure, or terminal transfer service. For larger groups please enquire via airportconcierge@aucklandairport.co.nz
No. All booking prices include Goods & Services Tax (GST).
Our concierge team will be closely monitoring your flight arrival time on the day and will do their very best to ensure you are met from the aircraft as arranged. In the event of a significant delay which impacts the delivery of other services scheduled; we will advise your awaiting party/emergency contact if we are unable to complete your booking.
Our concierge team will wait for you for up to 30 minutes past your advised arrival time. If you are later than your advised arrival time, they will attempt to contact you on the phone numbers advised in your booking to ascertain your ETA. Delivery of the service beyond this 30-minute grace time is dependent on our terms and conditions.
Domestic and international terminals
Our Concierge will be awaiting your arrival at the base of the airbridge in Auckland Airport’s distinctive blue uniform and will be holding a nameboard. From there, you will be escorted through Customs and into the baggage hall. If you have booked a porter as part of your service, you will be assisted at the baggage carousel and your bags will be taken care of. Your Concierge will then escort you through biosecurity screening and out to your waiting party in arrivals or onward travel arrangement.
Domestic and international terminals
Our Concierge will meet you/your party at a previously agreed drop off point on the terminal forecourt and escort you through to your airline’s designated check-in zone. If you have booked a porter as part of your service, your luggage will be taken from the forecourt to check-in for you. Once you have checked-in, you/your party will be escorted through to departures via Immigration (for international travel) and security screening.
Depending on time available, our journey with you will end either at the boarding gate or in the main departures area where you can relax until your flight is called.
International to domestic terminal, or domestic to international terminal
Our Concierge will be awaiting your arrival at the base of the airbridge in Auckland Airport’s distinctive blue uniform and will be holding a nameboard. From there, you will be escorted through Customs and into the baggage hall. If you have booked a porter as part of your service, you will be assisted at the baggage carousel and your bags will be taken care of. Your Concierge will then escort you through biosecurity screening and accompany you to the next terminal, either on foot (a walk of around 10-15 minutes) or using the free inter-terminal transfer bus. You will then be assisted through all screening processes and escorted through to your departure gate.
For a Solo Traveller it is 15 years of age.
Current Pricing (all prices are quoted in New Zealand dollars and include GST)
Arrivals Service | Terminal Transfer Service | International Departure Service |
$165 - Solo Traveller | $43 - domestic to domestic, | $165 - Solo Traveller |
Porter services can be added to your booking for an additional $55 per porter (subject to availability).
Visa, Mastercard, American Express, China Union Pay, Alipay and WeChat.
We recommend that you book your domestic departure service to start at least 2 hours before your scheduled flight departure time.
Services are listed in 15-minute increments in the booking portal. Please book the closest time available in relation to your scheduled arrival time.
We recommend that you book your international departure service to start three hours before your scheduled flight departure time.
This will depend on your service requirements.
If you are travelling on your own and have more than five checked baggage items, you will need porter assistance as more than two baggage trollies may be required. Please add this service to your escorted service when you are making your booking.
If you would like someone to handle your baggage on your behalf, you will need porter assistance. Please add this service to your escorted service when you are making your booking.
All escorted and porterage services are subject to availability.
There is a Novotel hotel adjacent to the International terminal and a number of other hotels nearby many of which offer free transfers between the hotel and the terminal - Find out more.
If you are interested in advertising in or around Auckland Airport please visit https://www.jcdecaux.co.nz
If you have a query in regards to baggage allowances, lost baggage, excess baggage charges, flight updates, or special assistance please contact your airline direct. See the list of all the airlines at Auckland Airport.
If you have a query in regards to baggage services including baggage storage for the international terminal.
If you have a query in regards to what food and plant materials you can bring into New Zealand please contact the Ministry for Primary Industries (MPI). Please refer to www.mpi.govt.nz
For items that are lost or found within the International or Domestic terminals at Auckland Airport please see lost property and left luggage.
If you have a query in regards to items lost on board an aircraft please contact the airline.
If you have a query in regards to Customs formalities when you arrive or depart New Zealand or about importing household effects, motor vehicles, boats and aircraft please refer to www.customs.govt.nz
If you have a query in regards to allowances of liquids, aerosols and gels that you can take in your cabin baggage.
If you have a query in regards to visa requirements, including transit visas, for visiting New Zealand please refer to www.immigration.govt.nz
As long as you have a Wi-Fi enabled device, you can use the Auckland Airport Wi-Fi network for free.
How to connect:
You need a Wi-Fi enabled device such as a smart phone, laptop or tablet.
Yes. You need to provide your email address and can join Strata Club to enjoy exclusive Strata Club Member offers.
Yes. There are links to flight information, terminal maps, stores and services available from the Wi-Fi homepage.
Yes, you can use streaming services for audio and video however speed of download may depend on how many people are using the service.
If you can’t connect, you may need to change the settings within your browser and ensure your Wi-Fi is on. If you continue to have trouble, please contact Wi-Fi support desk on 0800 111 844.
Yes. You can seek help from one of our helpdesks at the terminal or call the Wi-Fi support desk on 0800 111 844.
Most computers have a built-in switch that lets you disable the wireless adapter’s radio. Make sure this switch is ‘on’. If you can’t find the switch on your computer, call the Wi-Fi support desk on 0800 111 844.
Yes, this is normal. Please click ‘continue’.
The Wi-Fi support desk is available 24 hours a day, seven days a week, 365 days a year.
The speed you get depends on the number of users and how heavily they’re using the service.
Please see the Auckland Airport Limited Privacy Policy and Wi-Fi Terms and Conditions. Both can be found under the Terms of Use and Privacy Policy links on the Wi-Fi log-in page.
If you opt in and join Strata Club, you may receive occasional offers and information about parking, The Mall online and in-terminal shopping and airport services.
From 1 June 2023, Auckland Airport moved to one duty-free operation to provide the best duty and tax-free shopping experience for all New Zealanders and travellers at Auckland Airport. The move enables Aelia Duty Free to deliver a much broader range and variety of brands, as well as a higher quality, more innovative duty-free offering overall for travellers, bringing the best of New Zealand and the world to Auckland Airport. There are the same favourite international and local brands as well as new brands, products and experiences for our travellers not seen at Auckland before. The offer will be that is no less competitive than you would have seen when travelling through the Airport before
A dual duty-free offer is a rarity in International Airports with only 2 out of 112 other international airports similar in size to Auckland Airport operating with a fully duplicated duty-free offer.
Working with one duty-free partner reduces duplication in brands and products and opens opportunities for new brands and products to expand the duty-free offer available to our travellers.
As part of the transition, around 90 per cent of staff are being transferred across to Aelia Duty Free. New roles are also being created, with some positions still to be filled across logistics, operations, and other support functions.
All existing brands will remain in duty-free, and some new, much anticipated ones, will start appearing in the coming months. The layout of the stores will change slightly in the coming months. If you are unable to find something you want, please ask one of our store staff for assistance.
Products sold from Aelia remain tax and duty-free. With great value offers and more variety, make sure you make the most of your duty-free allowances across spirits, wine and liquor with different deals and offers.
Allowances vary by country, more information on your allowances can be found here: https://www.aucklandairport.co.nz/shopping/duty-free-allowances
New Zealand Allowances
3 x Bottles (Max 1.125L per bottle) of Spirits and
6 Bottles of Wine, champagne or port and
50g or 50 Sticks of Tobacco
Australian Allowances
2.25L of Spirits or Wine and
25g or 25 sticks of Tobacco
If you have placed a “click and collect” order with The Mall Auckland Airport via https://themall.aucklandairport.co.nz/en/intl-duty-free, for pick up after 31 May 2023, you will can still collect your order from The Collection Point, located in the baggage hall opposite carousel 3.
Please refer to your order confirmation or “ready to collect” email for instruction on where to collect from.
Please contact The Loop customer service at customerservice@theloopdutyfree.co.nz for any orders collected before 31 May 2023.
For all orders collected after 31 May 2023, your orders will be fulfilled by Aelia Duty Free. Please contact the Mall customer service at help@themall.co.nz for any after sale services.
Aelia Customer Service. Available Monday to Friday 9am - 4.30pm NZ
Online remains an important part of the duty-free offer for Auckland Airport and will continue to have online services available.
Yes. Aelia continues to provide this service. This is still the best way to get your duty-free shopping sorted on departure, when you have more time, and have the items ready waiting for you when you return for a quick pick up on arrival.
We’re upgrading the international check-in hall, preparing for the integration of domestic jet and international flights in 2029, as part of Auckland Airport’s terminal development programme. While this work is underway, check-in zones and layouts may look different and some flights may be directed to an alternative check-in location.
Up to 24 hours before you depart, check your flight’s check-in zone on the AKL Flight Departures page, or look at the flight information screens when you arrive at the airport.
Please follow the signs to your check-in zones, look at our Airport Maps or ask one of our staff for assistance.
Some international flights will check in at check-in zone T, a temporary check-in pavilion next to the Transport Hub (beside the international terminal). If your flight uses check-in zone T, you’ll check in there first, then drop your checked bags inside the terminal at Bag Drop check-in zone B.
It’s a two-step process: (1) check in at check-in zone T (bags weighed and tagged), then (2) take your checked bags into the terminal and complete bag drop at Bag Drop check-in zone B. Zone B is about 65 metres away and usually takes around one minute (there is a pedestrian crossing).
No. Follow the same arrival time recommended by your airline and check your check-in zone before you arrive.
Yes. If you’ve checked in online, have no checked luggage, and have your boarding pass, you can go straight to security screening on Level 1 without visiting check-in zone T.
Please make sure everything is in your checked bag before check-in. If you add or remove items after check-in (or if the bag weight at Bag Drop check-in zone B doesn’t match what was recorded at check-in zone T), you may be asked to return to check-in zone T so airline staff can re-weigh your bag.
Check-in zone T is primarily for passengers, but a family member or support person may accompany you if you need assistance while checking in. Please pre-book special assistance with your airline before you travel.
Check-in zone T has bathrooms (including an accessible bathroom and baby change). Auckland Airport free Wi‑Fi is available in the area.
There are 4 simple steps to a successful booking:
1) Select the date, time, and terminal details you’d like to book on the parking booking form
2) Select the car park that best suits you, only car parks that have space available will appear. If the car park you want does not appear it is not available on those dates.
3) Complete your personal and payment details (Including nominating which credit or debit card you will use to enter and exit the car park)
4) After completing your form, you will receive "booking confirmation" email, this may take up to 10 minutes to arrive.
You can manage your booking by
Bookings can be amended or cancelled 24 hours prior to your booked arrival time:
You’ll receive a booking confirmation immediately that includes directions to the car park you have pre booked. You will also receive a reminder 72 hours beforehand if you have booked that far in advance. You only need to bring the card linked to your booking.
If there is a full sign out at the car park – this does not apply for customers with online pre bookings.
Entry via License Plate Recognition (LPR)
These car parks are now using licence plate recognition which means you will no longer need to take a physical ticket on entry. For those used to entering with your credit card for an online booking, you no longer need to pull out your credit card you made the pre-booking with.
What to do when you arrive:
When you arrive to the car park, drive up to the barrier arm, the LPR monitor will recognise your licence plate and the barrier arm will open. The same will apply when you go to exit. Please do not take a physical paper ticket.
If you get an error when you are trying to leave, at the barrier hold the help/intercom button for two seconds until you hear a phone ringing. You’ll need your booking reference which you will find on your booking confirmation or reminder email.
The parking services team can open the barrier for you once they have confirmed your booking details.
If you have any additional charges for entering before your booking started or staying longer than booked you can pay these as you leave.
All other car parks (excluding D and E) - Entry via booking credit/debit card:
At the entrance of the car park, you booked, do not take a ticket. Tap the physical credit card you booked with (Apple or Google Pay do not work) on the card reader and the barrier will raise for you, your booking is linked to your card.
You will need to tap the same credit card to exit the car park, tap and the barrier will raise. If you have entered earlier or are leaving later than your booking, you will be charged for the extra time automatically. Online parking overstay rates can be found here.
If the credit card is no longer available, at the barrier hold the help/intercom button for two seconds until you hear a phone ringing. You’ll need your booking reference which you will find on your booking confirmation or 72 hour reminder email.
The parking services team can open the barrier for you once they have confirmed your booking details.
*There are no designated spaces in the car parks, however you must have a valid permit to park in a mobility car park space.
Park & Ride North bus schedule
| Stopping at | Domestic terminal | International terminal |
|---|---|---|
| Running times | 0300 - 2337 | 24hr, 7 days |
| Schedule | Every 10 minutes | Every 10 minutes |
Ways you can pay
Tic - Ticket | LPR - License Plate Recognition | C/DC - Credit or Debit Card
Domestic Terminal
| Car park | Tic | LPR | C/DC |
|---|---|---|---|
| Premium R | - | - | Y |
| Standard+ M | Y | - | Y |
| Standard K | - | - | Y |
| Standard L | - | - | Y |
| Standard O | Y | - | Y |
International Terminal - Transport Hub
| Car park | Tic | LPR | C/DC |
|---|---|---|---|
| P60 | - | Y | - |
| P180 | - | Y | - |
| Premium Levels 2-4 | - | Y | - |
International Terminal - Standard
| Car park | Tic | LPR | C/DC |
|---|---|---|---|
| Standard D | Y | Y | - |
| Standard E | - | Y | - |
Park and Ride (Free Bus)
| Park and Ride | Tic | LPR | C/DC |
|---|---|---|---|
| North | - | - | Y |
| South | - | Y | - |
I get an error when making a booking or managing my booking:
To help us to investigate what’s gone wrong please provide the following either via email or via our social media.
Subject: booking error at car park [car par name]
1. Entry/exit date and times and car park requested.
2. Screenshot of the error message
3. Device and browser used.
We will endeavour to get back to you within 24 hours once we have received this information.
I have been overcharged:
Please provide the following information to: parking@aucklandairport.co.nz
Subject: refund request
1. Brief description of what happened.
2. Online booking reference number
3. A photo of your receipt or screen shot of overcharge transaction.
Once we have received the above information we will investigate and endeavour to respond within 2 working days.
I can’t get in or out of the car park.
At the barrier:
Hold the intercom/help button for 2 seconds until you hear ringing this will put you in touch with our parking services team.
At a pay machine:
Hold the intercom/help button for 2 seconds until you hear ringing this will put you in touch with our parking services team.
Or by phone if intercoms are not working:
09 257 7022
Our team will not know your location when you are calling in so, please be ready with some landmarks to describe your location i.e.. Next to the pay station in Car Park D
For Feedback or general queries:
Via Email: parking@aucklandairport.co.nz
Via Socials: [Facebook, Instagram, X] (Monday – Sunday 9am to 9pm)
Via Phone: 0800 247 767 (Monday - Sunday 6am to 7pm)
The rental car companies licensed by Auckland Airport are located inside the Transport Hub, a short walk from the international arrivals area. Once you've collected your bags, follow the signs for rental cars through the Transport Hub, past the pick-up and drop-off lanes and the valet kiosk. The rental car offices are on the left and right just past this point.
If your rental car company operates off-airport, head to off-site shuttle transfers— lanes 1 and 2, behind the Te Arikinui Pullman hotel — about a 5–7 minute walk north of the Transport Hub under a mostly covered canopy walkway. Your provider's shuttle will collect you from there.
At the domestic terminal, the rental car offices are on the ground floor of the car park R, directly opposite the domestic terminal drop-off and pick-up area.
For off-site rental providers, head to the shuttle collection area outside Door 9 and across the pedestrian crossing.
Return locations vary by provider, so check your booking confirmation for the exact drop-off point. Most on-airport returns are signposted clearly as you approach the terminals — follow the "rental car returns" signs.
Allow extra time to complete your return, transfer back to your terminal and clear security. We recommend returning your car at least three hours before an international flight or one hour before a domestic flight.
Most rental companies require the car to be returned with the same fuel level as when you picked it up. Check your rental agreement for specifics — refuelling charges can add up quickly.
You'll need a current full driver licence. If your licence isn't in English, you'll also need an official English translation or an International Driving Permit. For more on driving in New Zealand — road rules, conditions and local tips — visit the New Zealand Transport Agency website.
Head to Door 11 then follow signage to the transport pick-up zone by the arrivals area — about a 1–2 minute walk.
The Uber pick-up zone is in Lane 2 and the drop-off zone is in Lane 3, near Door 2 (Zone A), a short walk from the arrivals area.
Yes. For rideshare providers other than Uber, follow the signage for Rideshare (other).
Fare pricing is set by the rideshare company — contact them directly for specifics. Auckland Airport charges $5.50 per pick-up and $3.50 per drop-off, which is included in your fare.
On-demand taxis are available via lane 2 of the Transport Pick-up zone, just outside Door 11 in the arrivals area. It's a 1–2 minute walk. If you've pre-booked a taxi, your driver will meet you inside arrivals.
Taxis are located outside Door 4 main door outside arrivals) at the domestic terminal.
International
For international arrivals, off-site shuttles — including those for hotels, off-airport parking, off-airport rental cars and private transfers — depart from the off-site shuttles area, north of the Transport Hub. It's behind the Te Arikinui Pullman hotel, about a 5–7 minute walk along a mostly covered canopy walkway.
[insert off-site shuttles video]
Domestic
For domestic arrivals, off-site shuttles are located outside Door 9.
See the latest pricing guide on our taxi and shuttles webpage.
The orange AirportLink bus runs every 10 minutes from 4.30am to 12.40am, 7 days a week, connecting Auckland Airport with Puhinui Station and Manukau Bus Station. At Puhinui Station you can catch a train anywhere along the Southern Line and Eastern Line.
The 38 bus runs between the airport and Onehunga via Mangere Town Centre, every 15–20 minutes during the day, 7 days a week.
SkyDrive (operated by Ritchies Transport) runs an express shuttle between the airport and SkyCity in central Auckland every 30 minutes.
InterCity operates long-distance services to destinations across the North Island.
At the international terminal:
Bus stop A (Transport Hub) — AirportLink and 38 bus
Bus stop E (Transport Hub) — SkyDrive and InterCity
At the domestic terminal:
Bus stop B — AirportLink and 38 bus
Bus stop A — SkyDrive
Look for the public transport signage.
You can pay with an AT HOP card, a contactless debit or credit card, or your smart device. Cash isn't accepted on buses.
AT HOP cards are available from vending machines outside Door 4 at the domestic terminal, at Bus stop A in the Transport Hub, or from Take Home Convenience in international arrivals.
A free terminal transfer bus runs every 15 minutes, from 5am until 11.15pm. Catch it at bus stop B for the international terminal (inside the Transport Hub) or bus stop C for the domestic terminal.
It depends on your mode of transport:
Yes. P60 short-stay parking is on the ground floor of the Transport Hub, closest to the international terminal. P180 short-stay parking is on Level 1. Premium parking is available on levels 2–4 for stays longer than 3 hours.
The Strata Lounge is open from 4.30am to 12.30am.
There are 5 simple steps to a successful booking online:
| Service | Online Price | Walk Up Price |
| Adult (up to 4 hours) | $69 | $79 |
| Child (under 12) (up to 4 hours) | $35 | $39 |
| Adult (up to 8 hours) | $95 | $106 |
| Child (under 12) (up to 8 hours) | $48 | $53 |
| Single Relaxation Room (up to 4 hours) | $168 | $121 plus entry fee |
| Double Relaxation Room (up to 4 hours) | $248 | $140 plus entry fee |
| Single Relaxation Room (up to 8 hours) | $342 | $293 plus entry fee |
| Double Relaxation Room (up to 8 hours) | $495 | $332 plus entry fee |
(Payment is via EFTPOS only, no cash accepted).
You are not required to stay in the lounge for the duration of your stay, you are free to come and go as you please.
There is an extended stay rate (up to 8 hours) but prior to making a booking for this product, customers are strongly advised to check with their airlines as the lounge can only be accessed if the passenger has checked in and has a valid international boarding pass to enable them to go through aviation security and passport control.
The Strata Lounge is a purely agnostic lounge owned and operated by Auckland Airport and anyone, regardless of airline or ticket, is welcome to book into our lounge.
Strata Lounge is only available for passengers departing New Zealand internationally or in transit between two international flights. It is not valid for passengers arriving into New Zealand or for passengers yet to be processed through security.
No, unfortunately Strata Lounge is only available to those travelling internationally from Auckland or in transit between two international flights. It is not valid for passengers arriving into New Zealand or for passengers yet to be processed through security.
Yes – on the checkout page enter one of the names of the guests you are booking on behalf of to act as the lead passenger name.
You may book up to 12 months ahead of your travel date depending on the lounge product you are booking. Promotional deals may have a shorter life span.
The latest you may book online is 24 hours ahead of your arrival time.
No, there is no extra booking fee and all prices are inclusive.
Shortly after placing your booking, you will receive a confirmation email with a booking reference number. Print this email and bring it with you to the lounge. You can also view your booking by simply clicking “Manage my booking” on the Strata Lounge booking page.
You may amend or cancel your booking up to 24 hours prior to your scheduled arrival time at no extra charge. After that time, a refund will not be offered.
The simplest way is to click “Manage my booking” on the Strata Lounge booking page.
Please contact the Strata Lounge at stratalounge@aucklandairport.co.nz.
Admission of large groups of passengers travelling together will be at the discretion of the lounge manager and depends on available capacity.
No, you don’t have to book online and you can pay on the door, however booking online gets you access to a reduced rate of $69 for stay of up to four hours rather than a walk up price of $79. Booking online also guarantees entry, walk ups may be denied entry as we may be at full capacity.
Auckland Airport accepts the following cards for payment online; Visa, MasterCard, American Express, and Diner’s Club.
For walk up bookings at the door we accept the following cards; EFTPOS, Visa, MasterCard, and Diner’s Club. Cash is not accepted at the Strata Lounge door.
There are two options, either up to a four hour stay or up to an eight hour stay. We recommend the eight hour stay if you are a passenger with a long international to international transit.
If you are unsure whether the airline will allow a check-in earlier than three hours prior to your flight departure, please check before booking to avoid disappointment.
You can choose to extend your stay from four hours to up to eight hours whilst in the Strata Lounge if you choose, by paying the balance between the two products on the day, however this is subject to availability.
The Strata Lounge has partnerships with the airlines listed below. Please check directly with your airline if you qualify for entry under their entry requirements.
Batik Air
China Airlines
China Eastern
China Southern
Delta Air Lines
Fiji Airlines
Hainan Airlines
Hawaiian Airlines
Korean Airlines
LATAM
Malaysian Airlines
Qatar Airways
Sichuan Airlines
The Strata Lounge has partnerships with Priority Pass, LoungeKey, LoungePass and Dragon Pass. Members of these programmes must present a valid membership card when checking-in at the Strata Lounge reception. Alternatively, if you are registered via their online app, we are able to check you in using that method. No pre-bookings are available, and entry is subject to availability.
Strata Lounge staff are unable to advise you of your membership entitlements, please check this information directly with your provider.
For guests who have lounge access entitlements using AMEX, VISA, Diner’s Club or Mastercard, please check your lounge entitlements with your creditcard provider and their requirements to gain access to the lounge as you may need to download their online app to register.
Please also check with your loyalty programme for the terms and conditions of your membership as it varies from programme to programme.
Please check with your loyalty programme for the terms and conditions of your membership as it varies from programme to programme.
No, Strata Lounge is owned by the Auckland Airport and is accessible to anyone flying on any international flight by booking online or on the door. The Koru Lounge is separately owned by Air New Zealand and is their business class lounge.
Children are permitted entry to the lounge however children under the age of 18 must be accompanied by an adult.
Children under 5 are free and children 13 years and older will be charged as an adult.
The Strata Lounge is designed as a tranquil, relaxing space for business and leisure passengers, and we asked that children behave accordingly and are supervised at all times by parents and guardians.
The menu is designed and tailored to cater for all ages however check with the lounge team on the day as there may be children’s specials available.
Yes there is – there is a comfy children’s lounge area with soft seating and children’s television where children can relax within sight of their parents. Guests with young children are expected to make use of this space to ensure comfort of other paying guests. No food is allowed in the children’s area.
Strata Lounge cannot accept unaccompanied minors.
In New Zealand there is a relaxed, easy-going approach to dress code appreciating that long haul travel dictates comfortable attire. We request that you dress appropriately in business attire of a casual nature. For example, denim and closed tidy shoes are acceptable but no singlets or work boots.
Check with the lounge team on the day for a description of the menu. Gluten free and vegetarian options are regularly available.
Subject to availability, bags can be stored in the office on behalf of guests. Please ask at reception. Please note that Auckland Airport does not take responsibility for any loss, damage or theft of your luggage or its contents.
Strata Lounge is ‘airside’, after security and passport control checks in the international terminal. It is not available to non-flying customers, passengers flying on domestic flights or arriving international passengers. Follow the signs to premium lounges and Strata Lounge is located up the escalator on level 2.
No, gift vouchers are currently not available for purchase.
The Strata Lounge team will hand over any found item to the airport’s main lost property location. Any misplaced items can be claimed from the Operations Reception Office.
The office is open during business hours (8am-4pm).
The contact details are:
Phone: +64 9 275 0789
Email: lostproperty@aucklandairport.co.nz
We are committed to the highest standards of customer care. If you would like to provide us with feedback on any aspect of the service you receive please email stratalounge@aucklandairport.co.nz.
Strata Club recognises and rewards you when you visit Auckland Airport. You can take advantage of practical benefits, such as increased free Wi-Fi, or access to special deals throughout the airport, parking upgrades, discounted passes to Strata Lounge and complimentary food and beverage offers. As well as collecting Strata Points you can convert Strata Points to eVouchers, helping you get more out of your trip.
Strata Club also helps you create a more personalised experience for your travel and is available regardless of airline or class of travel.
Strata Club is Auckland Airport’s customer centric reward and recognition programme.
Strata Club recognises when you book Strata Lounge or Auckland Airport Parking or make purchases at participating shops and cafes and bars in both the domestic and international terminal (“Strata Club Partners”). Strata Club then rewards you through benefits and Strata Points.
Just by joining you can enjoy benefits such as extended Wi-Fi access.
It is easy to join Strata Club!
You’re ready to go!
Or go to the Auckland Airport website and sign up to Strata Club.
Of course. Strata Club is designed to recognise customers of Auckland Airport no matter where you live or which airline you choose to fly with. Regardless of where you live you can still collect and use Strata Points, eVouchers and benefits when you book Auckland Airport Parking and/or Strata Lounge online, or when you make purchases with Strata Club Partners in the domestic and international terminals at Auckland Airport.
Strata Club is available for both international and domestic travel experiences, although you don’t have to be travelling to take advantage of all that Strata Club has to offer.
You must be sixteen years of age or older to join Strata Club.
We ask for your date of birth to ensure you are 16 years or older and so we do not send offers for wines and spirits to members under the age of 18. Your date of birth is also the validation information that you may need in case the point of sale system within the Strata Club Partner stores do not recognise your digital Strata Card (e.g. if you have a cracked screen on your phone).
Yes, although we recommend that you download the Auckland Airport app when you join Strata Club. The app will contain your digital Strata Card which you need to use to collect Strata Points and Tier Spend when making purchases or using eVouchers or Tier Benefits at Strata Club Partner stores, cafes and bars in the domestic and international terminals.
If you don’t download the Auckland Airport app you will still be able to sign into the Auckland Airport website and record your membership number against Auckland Airport Parking or Strata Lounge bookings to collect Strata Points or Tier Spend or to use your eVouchers or benefits. However, it will not be possible to collect Strata Points, use eVouchers or benefits at all Strata Club Partner stores, cafes and bars
No. It’s free to join Strata Club.
No. There is no physical Strata Club membership card. Strata Club is designed as a digital solution. The only Strata Club membership identification you need is your unique digital Strata Card and number. Your Strata Club membership number can be found in your 'My Strata' page within the Auckland Airport app.
No, you can collect or use Strata Points or benefits whenever you visit Auckland Airport, whether you are travelling or not. You can collect Strata Points from Auckland Airport parking or at Strata Club Partner food and beverage providers.
Yes, you can collect and use Strata Points at both the domestic and international terminals including Auckland Airport domestic and international parking.
If you don’t have a smart phone you will still be able to join Strata Club and sign into the Auckland Airport website to record your membership number against Auckland Airport parking or Strata Lounge bookings so you can collect Strata Points or Tier Spend or redeem eVouchers or benefits.
If you know your Strata Club membership number (ST followed by 8 digits), you can provide this to the sales assistant at Strata Club Partner stores, cafes or bars prior to purchasing your items. Your membership number can be entered manually at point of sale so you may earn Strata Points and Tier Spend. If the Strata Club Partner is using a Strata Club iPad you can provide them with your membership number and date of birth, then you can earn Strata Points and Tier Spend as well as redeeming any available eVouchers and applicable benefits. For safety, hold onto your receipt to check spend and Strata Points against your account.
If you haven’t received the email to validate your email address you should first check your email junk folder or promotions tab.
If your validation email is not in your email junk folder your email address may have been entered incorrectly. If it was incorrect please complete your Strata Club profile again.
Your email validation link is available for 48 hours. If you are unable to validate your email address within that time you will need to complete your Strata Club profile again.
Yes, you can still use the Auckland Airport app even if you don’t wish to join Strata Club. It means you will not be able to sign into the app however you can still follow flights in the app, create schedules, explore retailers and look up airport information.
Joining Strata Club is free, so there is no downside to signing up and you get benefits such as extended Wi-Fi access.
Don’t worry, your Strata Club membership and transaction information viewable in the Auckland Airport app is stored in your profile. If you accidentally delete the Auckland Airport app you can download it again and when you sign in with your email address and password you will see all of your Strata Club balances and benefits.
If your phone battery is flat there are a number of electrical points in the terminals where you can charge your phone to allow you to use your digital Strata Card to collect Strata Points.
If you know your Strata Club membership number (ST followed by 8 digits), you can provide this to the sales assistant at Strata Club Partner stores, cafes or bars prior to purchasing your items. Your membership number can be entered manually at point of sale so you may earn Strata Points and Tier Spend. If the Strata Club Partner is using a Strata Club iPad you can provide them with your membership number and date of birth then you can earn Strata Points and Tier Spend as well as redeeming any available eVouchers and applicable benefits. For safety, hold onto your receipt to check spend and Strata Points against your account.
Using your digital Strata Card is the best way to collect Strata Points and Tier Spend, if you don’t have access to it on the Auckland Airport app, the Strata Club Partner stores, cafes and bars may enter your Strata Club membership number manually into their point of sale system.
You are unable to redeem your Strata Points and Benefits at all Strata Club Partner stores, cafes and bars without having your digital Strata Card within the Auckland Airport app available.
If your digital Strata Card can’t be scanned at Strata Club Partner stores, cafes and bars you can provide your Strata Club membership number (ST followed by 8 digits) and date of birth to the sales assistant.
You can find your Strata Club membership number;
If you have a cracked phone screen and your eVoucher or Benefit code cannot be scanned you will not be able to use the eVoucher or Benefit via your phone. Some of our Strata Club Partners are using Strata Club iPads, which means they can manually enter your membership number and date of birth so that you can earn Strata Points and Tier Spend as well as redeeming any available eVouchers and applicable benefits. In the event that you are unable to earn Strata Points at the time of purchase, please retain your receipt and send to us via our Contact Us page. Please also include a copy of your boarding pass or travel confirmation for any tax or duty free purchases.
In general you don’t need to know your membership number.
If you are making a booking for Auckland Airport parking or Strata Lounge you just need to sign into the Auckland Airport website and this will automatically recognise your Strata Club membership with no need to provide your membership number.
If you are making a purchase at one of the Strata Club Partner stores, cafes or bars, simply present your digital Strata Card prior to making payment
If you want to know what your Strata Club membership number is, you can see it under 'My Strata' in the Auckland Airport app.
If you are signing up to the Auckland Airport website for the first time you will automatically become a Strata Club Member. You will receive benefits such as three (3) hours of free Wi-Fi when you are at Auckland Airport, receive exclusive offers and discounts, collect Strata Points, redeem for eVouchers and enjoy more benefits as you progress through the tiers.
If you already have an Auckland Airport profile you don’t have to sign up to Strata Club but we do recommend joining so you can make the most of your Auckland Airport experience and a better travel journey.
If you have forgotten your password;
It's easy.
If you wish to close your Strata Club membership please go to the Contact Us link on the Auckland Airport website or app, select Strata Club as the Enquiry type and tell us your membership details (first name, last name, date of birth, and Strata Club membership number). Please confirm that you would like to close your Strata Club membership and why you would like to close your account. We will then contact you via email to verify that you want your Strata Club membership closed. When we receive a response confirming this we will arrange for your membership to be closed.
Please be aware that when your membership is closed all your Strata Points, applicable eVouchers and benefits will be forfeited.
If you close your membership any Strata Points, applicable eVouchers and benefits you have available will be forfeited
Strata Club Memberships are for individuals.
You can’t link your friends and/or family to your account to receive their Strata Points and/or Tier Spend. However, we will be continually enhancing the programme, so stay posted for future enhancements.
We know people can change emails and we want you to be able retain all of the benefits and Strata Points you have already collected. If you wish to change your email address you can go to the Contact Us link on the Auckland Airport website or app;
We will then contact you via email at your original email address to verify that you want your Strata Club membership email address changed. When we receive a response confirming this we will arrange for your email to be updated.
If you need to change your name, either first name or last name, please get in touch with our contact centre.
You can continue to make an online booking as a guest. As a guest your payment details within the booking system are unable to be retained.
The booking system has additional security on it to allow for credit card details to be provided securely and allows you to save additional information to your online booking profile so you do not have to keep re-entering them.
Strata Points are points that may be collected when you book Auckland Airport parking or the Strata Lounge online or when you make a purchase at Strata Club Partner stores, cafes and bars in the domestic and international terminals. You collect 1 Strata Point for each dollar you spend with Strata Club Partners. Strata Points can be converted into eVouchers in blocks of 500,(e.g. 500 points = $5 eVoucher) to pay or part pay online for Auckland Airport parking and Strata Lounge bookings or on terminal purchases at Strata Club Partner stores, cafes and bars. You can convert your Strata Points to eVouchers within your Strata Club account on the Auckland Airport app or website.
Yes your Strata Points will be added automatically to your Strata Club account. This will usually take place within 24 hours of purchase or the time that you had booked to arrive at the Auckland Airport car park or Strata Lounge. However, we recommend you allow 5 working days for them to show in case of delays.
You can see your Strata Points balance in your Strata Club account within the Auckland Airport app once you’ve signed in.
To find out about your transaction history please get in touch with our contact centre. You can see your tier progress information in your digital Strata Club card in the Auckland Airport app.
Strata Club Partners may provide exclusive Strata Club offers that allow you to collect bonus Strata Points. Bonus Strata Points are additional Strata Points offered by the Strata Club Partner and will add to your Strata Points balance.
No, they will not. However, they do contribute to your overall Strata Points balance.
Yes, if you didn’t have your digital Strata Card scanned by Strata Club Partner stores, cafes and bars, or weren’t signed in when booking parking or Strata Lounge you can claim the missing Strata Points and Tier Spend in certain circumstances.
Please send an email to strataclub@aucklandairport.co.nz including a clear scan of the receipt or booking confirmation you are wishing to claim Strata Points and Tier Spend for. To be able to review the claim we need to be able to see the date of the transaction, where the transaction was made and the value of the transaction.
In addition, for an airside tax or duty free purchase please provide a scan of a boarding pass, ticket confirmation (or similar), Airport ID or Auckland Airport parking /Strata Lounge receipt to confirm that you were at Auckland Airport at the time the purchase was made.
No, you can only claim for bookings and purchases made after joining Strata Club, or if you join Strata Club within 24 hours of making a tax or duty free purchase.
Only purchases made within the Auckland Airport precinct at Strata Club Partner stores, cafes and bars, including The Mall, are eligible to earn Strata Points and Tier Spend.
No, you collect Strata Points on transactions at a rate of 1 Strata Point per $1 spent. Your Tier Spend is applied as the dollars and cents of the transaction.
You collect Strata Points and accumulate Tier Spend based on the purchase price less any exempt products, discounts, eVouchers, vouchers or benefits that are used. Tobacco products, Post Shop products, Prepay top-up cards and Lotto purchases i.e. ‘exempt products’ are ineligible to collect Strata Points, nor do they count towards reaching a higher tier.
You should always be able to collect Strata Points and Tier Spend on qualifying purchases at Strata Club Partner stores, cafes and bars, as well as online partner bookings and purchases.
Please check directly with the store, cafe or bar whether they will allow you to collect points in their own loyalty programme for the same purchase.
You can collect Strata Points and Tier Spend on most purchases at Strata Club Partner stores, cafes and bars. Tobacco products, Post Shop products, Prepay top-up cards and Lotto purchases (exempt products) are ineligible to collect Strata Points or count towards retaining a tier or reaching a higher tier.
The value you may collect Strata Points on is based on the purchase price less any exempt products, discounts, eVouchers, vouchers or benefits that are used.
Yes, when you book online. To collect Strata Points and Tier Spend for Auckland Airport parking or Strata Lounge, you must book online at least 24 hours in advance of when you plan to arrive. If you use Auckland Airport parking or Strata Lounge without making a booking in advance you will not collect Strata Points or Tier Spend.
Only advance online Auckland Airport parking or Strata Lounge are eligible to collect Strata Points and contribute towards your Tier Spend.
All bookings are subject to availability.
No worries. You will need to sign into your Strata Club account and then re-start your booking process.
We strongly recommend that you sign into your Strata Club account before you start your Auckland Airport parking or Strata Lounge booking. You have to be signed in to your Strata Club account to collect or use Strata Points or benefits.
The best way is;
Strata Club aims to make your journey through Auckland Airport better so collecting Strata Points and Tier Spend is limited to the Auckland Airport precinct.
To collect Strata Points and Tier Spend for Auckland Airport parking or Strata Lounge booking you must be the person named on the booking confirmation.
Yes you will collect Strata Points and Tier Spend if you have booked and paid but not shown up for the booking.
If you receive a refund on the booking the Strata Points and Tier Spend will be deducted.
Strata Points will be collected, and Tier Spend accumulated for Auckland Airport parking or Strata Lounge bookings made online, based on the amount paid when completing the booking. Any other charges (e.g. overstaying the booked parking time) will not collect Strata Points or contribute toward your Tier Spend.
Yes, you can, the value you collect your Strata Points and Tier Spend on is the amount you pay after all exempt products, discounts, vouchers, eVouchers and benefits have been deducted.
You may use either a benefit or an eVoucher per transaction, you’re unable to use both in one transaction.
If you return your purchase for a refund your Strata Points and Tier Spend will be reduced by the amount of the refund.
Your Strata Points are valid for three (3) years after they were collected. They expire at the end of the calendar month immediately following the third anniversary of the date you collected them. For example, you collected your first Strata Points in March 2017, if they have not converted to an eVoucher and redeemed, they will expire on 30 April 2020.
Your Strata Points balance in the Auckland Airport app is updated as soon as possible.
If you are making a booking on the Auckland Airport website only the available Strata Points balance can be used toward an eVoucher.
Some of the Strata Club Partner stores, cafes and bars have iPads that allow you to scan your digital Strata Card to collect or redeem Strata Points and use benefits. You can find your digital Strata Card by;
You are unable to earn Strata Points on exempt products: tobacco products, Post Shop products, Prepay top up cards or Lotto, which may be why there is a difference between the purchase value and the Strata Points collected.
If you did not purchase tobacco products, Post Shop products, Prepay top up cards or Lotto please check your receipt and send the details and a copy of the receipt to us via Contact Us.
You can collect Strata Points on the value of your purchases or bookings less any discounts, eVouchers, vouchers, benefits or exempt products. Exempt products include tobacco products, Post Shop products, Prepay top up cards and Lotto. Exempt products are ineligible to collect Strata Points or count towards attaining or retaining a tier.
You are able to collect Strata Points and Tier Spend, redeem an eVoucher or Auckland Airport parking benefit when you book parking on the Auckland Airport website or via the Auckland Airport app.
Tier Spend is the term used to describe the spend that contributes to your Strata Club tier. Your cumulative Tier Spend, over 12 months, determines what Strata Club tier you are.
Once you reach a higher tier, please allow up to 36 hours for the upgrade to apply and tier benefits to be available.
You reach a higher tier by accumulating a Tier Spend that is greater than the tier levels set in a 365 day period. If you have spent more than;
As soon as your purchases with Strata Club Partners meet the minimum level you will achieve the next tier. Your new tier will be applied within 36 hours and you’ll be able to enjoy the benefits from then.
You have your tier for a year from the date you qualify for the tier. At the end of that year your Tier Spend for the previous 365 days (i.e. from the date you upgraded) will be calculated and your new tier will be based on that Tier Spend. Your Strata Club tier directly relates to your Tier Spend. If, during the last year, your Tier Spend is the same or greater than the tier level, you could retain your current tier. If your Tier Spend is less than the tier level you’re currently on, you will move down to the relevant tier.
You can see your progress toward retaining your current tier or attainting a higher tier in your Strata Club account within the Auckland Airport app once you’ve signed in.
Yes, they do, if there is a balance to be paid once any exempt products, discounts, vouchers, eVouchers and benefits have been applied. Strata Points can be earned on the balance paid. Tobacco products, Post Shop products, Prepay top-up cards and Lotto are exempt from earning Strata Points.
You are unable to collect Strata Points toward retaining a tier, or attaining a higher tier on purchases of tobacco products, Post Shop products Prepay top up cards or Lotto which may be why there is a difference between the purchase value and the Tier Spend earned.
If you did not purchase exempt products please check your receipt and send the details and a copy of the receipt to us at strataclub@aucklandairport.co.nz.
Yes it will.
You reach a higher tier by accumulating a Tier Spend that is greater than the tier levels set in a 365 day period. If you continue to increase your Tier Spend it will count towards upgrading to Gold tier as well as retaining your new Silver tier.
If you cancel or amend your Auckland Airport parking or Strata Lounge booking more than 24 hours in advance, your eVouchers will be available to be reused in the amended booking or they will be returned to your Strata Club balance as Strata Points for a future booking.
When you book Auckland Airport parking or Strata Lounge and redeem an eVoucher, you select the dollar amount you want to apply in the payments page. Your Strata Points will be deducted at the time the eVoucher is applied and the payment is made. You must be signed into your Strata Club membership at the start of the booking process to be able to use an eVoucher.
When you would like to use an eVoucher, go to your Strata Club account in the Auckland Airport app and select the value of the eVoucher you want to apply. This will generate an eVoucher including a QR code that you can then present to the sales assistant. Please note that Strata Points are deducted when the eVoucher has been scanned and this will then be reflected in your Strata Points balance.
Your eVoucher will be redeemed if your Strata Points balance is high enough at the time of use. If between the time of creating and then using an eVoucher;, Strata Points have expired or have been used on an applicable online booking, and your Strata Points balance has fallen below the minimum required, you will be unable to redeem the eVoucher.
There are a few ways you can use your Strata Points. You can convert your Strata Points to an eVoucher either;
You can convert blocks of 500 Strata Points into eVouchers. 500 Strata Points = $5 eVoucher.
You are able to choose the denominations of the Vouchers, in multiples of $5 up to a maximum of $100, so you can choose the most appropriate amount for how you intend to use them.
Your eVouchers can be used to pay, or part pay, for Auckland Airport parking or Strata Lounge visits booked online, or at Strata Club Partner stores, cafes and bars.
Please remember there will not be any change given on the use of an eVoucher if the transaction value is lower than the value of the eVoucher.
Your Strata Points are in your personal Strata Club account. You are able to make a purchase instore for another person or book Auckland Airport parking or Strata Lounge in their name while logged into your Strata Club membership and use your Strata Points.
When you book Auckland Airport parking or Strata Lounge online, you can use an eVoucher in the payments page. Your Strata Points will be deducted at the time the eVoucher is applied and the payment is completed. You must sign in into your Strata Club account at the start of the booking process to be able to use an eVoucher.
When you know you want to use an eVoucher at a Strata Club Partner store, cafe or bar go to your Strata Club account page in the Auckland Airport app and select the value of the eVoucher you want to apply. This will generate an eVoucher, including a QR code which you then present to the sales assistant before completing the purchase. Please note that Strata Points are deducted when the eVoucher is scanned and the transaction is complete. This will then be reflected in your Strata Points balance.
Your eVoucher will be redeemed if your Strata Points balance is high enough at the time of use. If between the time of creating and then using an eVoucher Strata Points have expired or you have redeemed the Strata Points online, with your Strata Points balance falling below the minimum required, you will be unable to redeem the eVoucher.
If the participating store, café or bar has a Strata Club iPad, you do not need to create a discount eVoucher in advance of making a purchase.
Once you have scanned your digital Strata Card, on the iPad, you can select the eVoucher value you would like to use from the ‘Redeem’ page.
If the participating store, café or bar uses their own point of sale system you will need to create an eVoucher in your Strata Club account first. You need to;
As you’re completing your purchase select ‘use eVoucher’ and present the code to the sales assistant.
Your eVouchers are able to be used for Auckland Airport parking and Strata Lounge bookings made online or at Strata Club Partner stores, cafes and bars in the Auckland Airport precinct.
Regularly check Strata Club information for new programme participants.
If you cancelled your Auckland Airport parking or Strata Lounge booking more than 24 hours before the time booked your Strata Points should be showing in your Strata Club account benefits page. If they aren’t, please contact us and provide us with the details of your Strata Club membership and the Auckland Airport parking or Strata Lounge booking you cancelled.
Your eVouchers are created when you want to use them. The Strata Points are valid for three (3) years from when they were collected. Please note that Strata Points are deducted when your eVoucher is scanned. This will then be reflected in your Strata Points balance. Your eVoucher will be redeemed if your Strata Points balance is high enough at the time of use. If between the time of creating and then using an eVoucher, Strata Points have expired or you use Strata Points on Auckland Airport parking or Strata Lounge online booking, where your Strata Points balance has fallen below the minimum required, you will be unable to redeem the eVoucher.
If you have tried to use your eVoucher at one of the Strata Club Partner stores, cafes or bars and it has not been accepted this may be because you have used Strata Points between the time when you created the eVoucher and when you have presented it to be scanned. Your Strata Points are deducted when the eVoucher is scanned. Strata Points will show in your Strata Points balance until the eVoucher is scanned and may be used for Auckland Airport parking or Strata Lounge bookings that are completed in the meantime.
If the eVoucher was unable to be scanned, please ask the assistant to enter the eVoucher number in their system.
If the eVoucher is not accepted this may be because you have used Strata Points between the time when you created the eVoucher and when you have presented it to be scanned. This is because Strata Points are not deducted until the eVoucher has been scanned so it will show in your Strata Points balance until then and may be used for Auckland Airport parking or Strata Lounge bookings.
If you amend your Auckland Airport parking or Strata Lounge booking the eVoucher you had used to make the original booking should still be available to be used if you wish. If you no longer wish to use the eVoucher or want to use a different number of Strata Points you can also make these amendments.
No, you will need to contact Auckland Airport on 0800 AIRPORT, or strataclub@aucklandairport.co.nz, provide us with your name, Strata Club number and date/time of entry so that we can process the booking and redeem your complimentary pass. Please note bookings must be made at least 24 hours prior to your entry into the Strata Lounge.
Your tier benefits are personal to you, and cannot be transferred to another member.
Tier benefits are available to be used for the year you have your tier for. If you upgrade a tier you will have your benefits replaced and they will apply for the following 365 days. When you retain or downgrade at the end of your tier year you will receive a new set of benefits that reflect your new tier and they will apply for the following 365 days.
No, you do not need to create a benefit code in advance of making a purchase at a participating store, café or bar.
If the Stata Club Partner store, café or bar has a Strata Club iPad the benefits you have available to use can be selected on the ‘Benefits & Vouchers’ page within the iPad, once you have scanned your digital Strata Card.
If the Strata Club Partner store, café or bar uses their own point of sale system to scan your digital Strata Card you will need to;
If you cancel or amend your Auckland Airport parking or Strata Lounge booking more than 24 hours in advance your tier benefits will be available to be reused in the amended booking or they will be returned to your Strata Club account.
You are unable to amend or cancel Auckland Airport parking or Strata Lounge booking within 24 hours of your booked arrival.
As a Gold or Platinum member you receive benefits that allow you to access Strata Lounge at a discounted rate when you book in advance of your visit. You can use these benefits no matter which airline or class you are flying in.
If you cancelled your Auckland Airport parking or Strata Lounge booking more than 24 hours before the time booked your benefit should be showing in your Strata Club account benefits page in the Auckland Airport app. If it isn’t please Contact Us and provide us with the details of your Strata Club membership and the parking or Strata Lounge booking you cancelled.
No, if you wish to use a Strata Lounge benefit you must book this separately from your Auckland Airport parking.
You can see the benefits you have available to you in your Strata Club membership benefits on the Auckland Airport app. You need to;
The Mall is Auckland Airport's online shopping experience. We have partnered with the Airport's most popular retailers to provide travellers with the ability to shop leading international and local brands online ahead of international, with easy pick up at the airport.
Take advantage of duty and tax free pricing on The Mall's international experience when you travel internationally and access to airport travel exclusives.
International: Anybody who is over 16 years old and has a ticket to fly internationally into or out of Auckland Airport within the next six months can shop on The Mall's international experience.
Please note, travellers must be 17 years old or over to qualify for alcohol duty free concessions (international travel only), and 18 years old or over to purchase alcohol within New Zealand (valid photo identification will be required if alcohol has been purchased).
You don’t have to be a Strata Club Member to shop on The Mall – it’s perfectly OK to checkout as a guest. However, you will miss out on collecting Strata Club Points.
The traveller price is the price offered by our retailers that every shopper on The Mall is entitled to.
Yes, The Mall has partnered with Paymark, New Zealand’s largest and most trusted payment gateway and ePayments, a leading payment provider specialising in Chinese mobile payment services. Learn more about buying safely on The Mall in our secure payment section.
The Mall accepts Visa, Mastercard, Union Pay, Alipay and WeChat pay.
If your payment is declined, it means your card has not been charged. Please check with your bank or payment institution as it may be that:
It is likely you will be able to request the bank or payment institution to adjust your daily spending limit or the maximum transaction size. Most institutions can make these changes immediately and allow you to complete the payment.
Absolutely. As you place your order on The Mall you will choose where you would like to pick it up as you depart or arrive into Auckland Airport.
We have two Collection Points in the International terminal, one in departures after you have passed through security and one in arrivals in the baggage claim area.
Please see our 'how to collect' section for maps and further information.
The Mall requires your flight information for two reasons:
Sometimes, your flight may not be recognised if it is a chartered flight or code share flight. If your flight number is not being recognised when you add it in the cart, please get in touch so we can help you.
Promo codes can only be applied to full priced items.
If you are applying a promo code in your cart and receive an error message please check you have :
If you need any further help, please get in touch.
If you haven't received your order confirmation email, its a good idea to check your spam or junk folder just in case. Alternatively, please get in touch so we can resend to you.
Please contact us with your Order ID and we will be able to advise the Strata Club team of your missed points.
If your flight details have changed please get in touch so we can amend your order for you.
International: If you miss your pickup time, please get in touch as soon as possible so we can notify the retailer to arrange a return and refund.
Please visit our 'returns & refunds' section for more information. It is important to note that returns are subject to our retailer's individual policies accessible from our 'retailers' section.
If you have any issues or further questions, please get in touch, we're happy to help
International travellers: due to Customs regulations for duty free and tax free goods a replacement item cannot be sent to your home address.
If your travel plans change and you would like to cancel your order, please get in touch.
You can order as early as 6 months or as late as 24 hours before your international flight departures for all non-tech products. Tech products must be ordered at least 48 hours before your flight. For more details, see retailer specific timings here.
Yes. The Mall offers best selling products from a selection of Auckland Airport’s most popular retailers. The international range includes technology, spirits, beauty, NZ products and more and will continue to grow. Items that you see online can also be found in store, except for those items that are exclusive to The Mall.
Certain items, like spirits and fragrances, attract import charges known as duties. People who are travelling internationally are entitled to buy certain amounts of these products without paying those duties. This price then reflects the duty free price.
Not all items for sale at The Mall's international experience have customs duties attached. These items are sold tax free which means they are exempt the 15% GST.
No, it is not possible to use someone else's duty free allowance for your own personal purchase.
If two people are travelling together, it is acceptable (for convenience) to place a single order that covers both people's duty free entitlements. However, on collection, it must be declared that the goods are for two separate people despite being a single transaction.
Both people need to be present when collecting the items, and you cannot purchase a single item and attribute the duty free allowance across two people (e.g. you cannot purchase a single camera for NZ$1,400 and split the duty free allowance of NZ$700 per person across two people).
There are legal limits on the amount of duty free alcohol and other goods travellers can travel with. These amounts can also vary depending on the country you are flying into.
For more information, please see duty free allowances.
Yes. Due to airline safety regulations, there are certain restrictions on the amount of liquids, aerosols and gels (LAGs) you can carry in your hand luggage onboard the plane. When you collect your purchase from the Collection Point, you will already have passed through Auckland Airport security, meaning that you’ll be able to board without a problem. However, if your journey includes a stopover or transit at another airport, other restrictions may apply.
For more information, please see our 'duty free allowances' section.
At least 12 hours prior to your international flight, you will receive a Ready to Collect email reminder to let you know that your order is ready and waiting. This email includes full instructions on how to collect as well as a map of your chosen Collection Point.
If you’re departing Auckland Airport, we recommend that you collect your order at least 60 minutes before your flight.
If you choose to collect on your departure, you'll find the Collection Point once you have cleared immigration and security screening, just past The Loop and Aelia Duty Free stores.
If you choose to collect on your arrival, you’ll find the Collection Point after clearing immigration, in the baggage claim hall, opposite baggage belt 3.
For maps of the Collection Point, see more information in our 'how to collect' section.
The departures Collection Point is open from 4:30am to 1:30am NZST.
The arrivals Collection Point is open from 12:00pm to 8:00pm NZST.
No, you will be required to collect your own order. Please have your order confirmation email and passport handy for identification at the Collection Point in the International Terminal.
The access code is a 5 digit number provided in your order confirmation email or the ready to collect email.
Check your text message or ‘ready to collect’ email to confirm you entered the same code you have received and try again. If second attempt didn’t work call our technical team for help at 021 184 2922.
Try re-entering your access code. If second attempt didn’t work call our technical team for help at 021 184 2922.
No the locker door should shut automatically after a short time.
Your pick-up code is still valid for 15 minutes, try re-entering. If this didn’t work call our technical team for help at 021 184 2922.
If you find item(s) is different to one(s) ordered or faulty, please place the item(s) in question in the same locker from which you picked it from. The refund request will be initiated the following morning and our customer service team will be in touch with further details.
If you find missing item(s) please get in touch with us on help@themall.co.nz with your name, item missing and best contact phone number and we’ll get back to you to process the refund request for you.
Send us your questions and we will get back to you in 2 working days.
